Release Notes 2024

September 2024 Product Release Notes

New Releases

Approval Looping in the Moveworks Copilot

We're thrilled to unveil the Approval Looping feature in the Moveworks Copilot Approvals. This new functionality enables users to systematically address each of their pending approvals sequentially.

The Moveworks Copilot already provides a flexible, conversational experience, allowing complete navigation via natural language. However, for tasks like Approvals—where daily volume can be high for power users—we understand the efficiency clickable buttons can bring. That's why we introduced Approval Looping, crafted to let you swiftly manage all pending approvals with just a few clicks.

What's the experience like?

The Approval Looping feature attaches 2 buttons to the confirmation message of a processed approval request.

View next approval button shows you full details of the next open approval request.
View all approvals button shows you the list of all pending approvals.

Step 1: ask the Copilot for your pending approvals

Step 2: Type a number from the list to view more details, and take action.

Step 3: Click on “View next approval” to view the next open approval

Step 4: View the next approval details

The View next approval and View all approvals buttons are attached to every approval action confirmation message. You can start a looping experience after approving a request from notifications too!

What are some potential variations in this experience?

As a feature built on a Gen-AI reasoning engine, you might see some variations in the experience from time to time. This includes

Unable to find an approval request when clicking on View next approvals. The LLM uses approval ID stored in context to help find the next approval from the system. While this is usually reliable, the LLM might make mistakes on the approval ID, resulting in it not being able to find the next approval. If you see this error, you can try again, or type “Show all my approvals” to start fresh.
Variation in the approval list format. While we have specifically instructed the Copilot to use a format when presenting the list, there is a small chance that the LLM does not follow the instructions and present a list with more/less information. If this happens, don’t worry! You can either try again, or simply type “Show all my approvals” to start over.

To combat these variations, we are putting together ML evals to capture any potential regression proactively. If you notice any variations, please let us know through our support team, or post directly in the community.

Edit Moveworks Native Approvals for customer administrators

We are pleased to announce that the ability to edit Moveworks Native Approvals has been restored for customer administrators.

Please exercise caution when changing Moveworks Native Approvals settings. Consult your Customer Success Engineer (CSE) or contact our Support Team for advice before making any adjustments to avoid unintended impacts on software provisioning.

Check out our Plugin Library to accelerate your plugin development

We've updated our offering to include the new Plugin Library, a comprehensive and expanding collection of plugins for various enterprise systems like Workday, Coupa, and Salesforce. This library offers everything from inspiration to detailed guides and videos for building specific plugins.

Here’s how to leverage the Plugin Library effectively:

Use the search bar to find a particular plugin.
Filter by system to explore what you can integrate, such as Workday, Coupa, and Salesforce.
Search by solution to discover how the Moveworks Copilot can enhance teamwork across your organization.
For detailed plugin creation guidance, look for step-by-step tutorials complete with videos.

We’re constantly enriching the library with more plugins, videos, and guides. Remember to bookmark the page and check back regularly to see the latest additions.

August 2024 Product Release Notes

New Releases

Introducing Channel Resolver for Moveworks Copilot

We're excited to announce the launch of Channel Resolver for Moveworks Copilot. This latest update empowers employees to leverage the advanced Copilot experience not only through private direct messages (DMs) but now in public Slack channels as well. You can read about it within the Help Site documentation.

Extend Copilot's Reach: Users can now interact with the generative Moveworks Copilot experience directly in public Slack channels, alongside private DMs, broadening the scope of support.
Smart Resolution in Real-Time: With Channel Resolver, questions posed in configured channels are swiftly addressed, providing users with summarized, actionable responses from Moveworks Copilot when it identifies a solution.
Enhanced User Experience: This feature brings the best aspects of the Moveworks Classic version into the Moveworks Copilot interface, offering an upgraded experience with more advanced capabilities and customization options.

Increasing Copilot Insights with Channel Resolver & Triage Analytics

We're delighted to unveil the latest enhancements to Copilot Insights—now including Channel Resolver and Triage Analytics. With the introduction of Channel Resolver, gain deeper insight into how effectively issues are being resolved within Slack channels. Meanwhile, Triage Analytics offers a comprehensive view of problem categorization and resolution efficiency, enabling more informed decision-making and optimization strategies.

Enhancing Clarity with Verified Entities in Copilot

We're excited to introduce verified entities in Copilot responses, a breakthrough feature designed to enhance referenceability and trust in the information provided. With this enhancement, users will notice a significant improvement in how references are displayed. Verified names, email addresses, URLs, and executed actions are now distinctly marked with a “+” superscript. This visual cue not only increases visibility into the utilization of entities in Copilot's answers but also allows users to quickly navigate to a reference section for verification. Empower your interactions with Copilot through transparent and grounded responses, strengthening trust and efficiency in every exchange.

Introducing Structured Cards in Moveworks Copilot Lookups

We're thrilled to announce a significant UX enhancement to Ticket Details and Approval Records—the integration of structured cards into Lookups for Moveworks Copilot. This update transforms how information is presented; whether you're retrieving ticket information or approval requests, each detail, from ticket ID and status to approval descriptions and involved parties, is neatly organized within a deterministic structured card format. This makes for a clearer, more accessible lookup experience, enabling faster, easier navigation and comprehension of crucial data.

Introducing GPT-4o to Moveworks Copilot

Excited to announce Moveworks Copilot is now powered by GPT-4o, OpenAI's latest GPT model! This upgrade significantly enhances user interaction through faster response times, improved non-English text processing, and superior efficiency in handling requests. Rolled out to all customers, GPT-4o ensures more natural, concise conversations and broader global support. Discover the future of efficient, AI-driven user support with Moveworks Copilot. Learn more on our Product blog.

Enhanced Error Messages & Trace IDs in Creator Studio

We're excited to announce the Preview release of our revamped Error Messages & Trace IDs for Creator Studio, designed to make debugging faster and more intuitive for all customers. After listening to your feedback, we've overhauled error messages across 14 different states to be clearer and more actionable, ensuring you can swiftly identify and resolve design-time errors. Each updated message now includes detailed descriptions, specific error codes for easy documentation reference, and Trace IDs for enhanced support assistance. Plus, for select errors, direct links to documentation are provided to streamline the troubleshooting process. Stay tuned for continuous enhancements as we aim to make your experience with Creator Studio increasingly seamless. Link to troubleshooting documentation

Streamlining Access Management with Updated Worknotes for Approvers

We're thrilled to introduce an essential update to our Native Approval Workflows: the ability to add a comprehensive list of required and pending approvers directly onto tickets for Access Management. This enhancement addresses a critical visibility gap previously identified by our customers. No longer will Service Agents be left wondering about the next steps in an approval chain, as detailed worknotes will clarify the exact Approval Workflow and approver at every stage. This update not only simplifies tracking progress but also significantly expedites stalled processes, ensuring smoother operational flows for everyone involved. Available to all our ticketing customers using Native Approval Workflows, this change marks a significant leap towards more efficient access governance and management.

July 2024 Product Release Notes

New Releases

Support use cases built in Paths, Queries, and Events on the Moveworks Copilot

We’ve published a Community post with details on the planned fixes & timelines for Paths in Copilot limitations here. Moveworks Copilot’s generative framework brings intelligent reasoning to your Creator Studio use cases. This means many out-of-the-box benefits (such as implicit slot filling, easy context switching & more). Check out our documentation for examples & details.

Paths - Date slots
Path - Markup support
Paths - Form actions
Queries - URL follow up actions
Events - Event-triggered Paths

ServiceNow KB and ticket links now unfurl during live agent Message Brokering

With this update, when an agent sends a KB number or ticket number (RITM, INC, etc.) during a live chat session, the message will first be passed immediately to the user, then it will be followed by a card containing a clickable direct link. If available, the resource’s short description will also be included. When the user clicks on the link, it will bring them to the resource in ServiceNow.

Adding close button to maximize view in Moveworks 4 Web

A "Close" button is being added to the maximized view of M4W. This button will be in the top right of the view, in addition to the existing "Exit Full Screen." This "Close" button will directly close the M4W pop-up window and return to the "closed" state with the bot avatar icon in the lower right corner.

Change to Other Fields within Rich Ticket Filing Flow

When a user fills out a Rich Ticket within chat, Moveworks would file the ticket with all custom fields, individually, in the ticketing system. Now, these custom fields will be consolidated into the ticket description. This is an additive change; we'll still keep the structured fields in their familiar location while adding more into the ticket description. In the example below, the Short Description, Issue Description and Long Description are all added into the Ticket Description

June 2024 Product Release Notes

The new Moveworks Academy is here!

Moveworks Academy is live this week on a brand new platform with a revamped user experience tailored to your learning needs. Whether you access Moveworks Academy from academy.moveworks.com or from my.moveworks.com, you'll be automatically redirected to the new platform.

Note: Your up-to-date course progress and certifications will carry over by July 17.

New Releases

Simplified experience for filing tickets and getting help in Copilot

We're introducing the ability to file in-bot tickets for customers beginning with customers who have only one configured domain handoff and a single handoff destination (e.g., file an IT ticket, or URL handoff).

Copilot will pre-populate a predicted draft of the ticket request so the user can simply submit
Since customers have a basic handoff configuration (single domain, one handoff destination) we now eliminate unnecessary decision-making by showing the destination in chat
There's now a clearer call to action for what the user should do at each step

See more details on the Moveworks Community!

Conversation context now available in live agent and ticket filing handoff

Copilot now passes prior conversation context in a live agent handoff, or when a ticket is filed through the bot.

For live agent handoff, the last two user utterances and the last two Copilot responses are shared with the agent at the start of the session
For ticket filing, the last two Copilot responses are included as a work note on the ticket

Smart handoff in Chat: Multi-domain, multi-destination

We've enabled users to file tickets and kick off live agent sessions without going to the reference page for simple actions.

In-chat ticketing or a live agent session will be offered if (1) user asks to file a ticket or (2) user asks to talk to a live agent
Copilot will pre-populate a predicted draft of the ticket or live agent request so the user can simply submit
Showing the handoff destination in chat eliminates unnecessary decision-making
Calls to action are clearer at each step
User no longer needs to select the domain in the reference page, saving a click

See more details on the Moveworks Community!

Multi-Language Support for the Moveworks Copilot

Multi-Language Support is available in the Moveworks Copilot! This update adds:

Copilot experience in 100+ languages
On-the-fly (OTF) translation (Including: Creator Studio use cases, citations, employee comms)
Ticket filing and comment translation
Dynamic Translation within Live Agent Message Brokering

See more details on the Moveworks Community!

People and Room Lookups with Structured Cards

We've rolled out an update to people lookups that provides the best of both worlds to users — summarized and structured responses. Starting today the Copilot will present a structured card response for queries like "Who is Carl?" to make it easy for the user to review at a glance. We've also brought back floor plans, directly in chat.

See more details on the Moveworks Community!

Employee Comms Analytics in Copilot

You can now track all user engagement with Employee Comms campaigns in the Moveworks Copilot, including:

Number of users campaign delivered to
Number of users engaged
User engagement breakdown (buttons and links)
User engagement trend over time
Notifications and interactions downloadable report

See more details on the Moveworks Community!

May 2024 Product Release Notes

New Releases

"Knowledge Update" recommendations now reference your existing articles in Knowledge Studio

Now, for every "Knowledge Update" recommendation, you can easily see which one of your existing articles may need an update. We'll display relevant articles from your knowledge base to the topic at hand. For more, see our AI Powered Recommendations guide.

Prevent writing duplicate articles when creating new articles in Knowledge Studio

When you begin drafting a new article, Knowledge Studio will now automatically search for any existing content related to your topic. If similar articles are found, a "View articles to update" button will appear within the generation. This feature helps ensure that the new article you're writing is unique and doesn't already exist in your knowledge base. For more, see our Creating Knowledge Articles guide.

Visual refresh of the My Moveworks Homepage

Access your Moveworks products and services like Community, Academy, and support from an easy-to-access interface featuring:

Unified SSO and Homepage for all products (Moveworks apps and Trust Okta apps)
Self-serve, role-based access control for all products
Branded domains (e.g., "customer.moveworks.com") as standard part of SSO configuration

My Moveworks Overview page

Increased Query API timeout limits

We heard feedback that your API often takes longer than 15-20 seconds to respond. Your APIs contain valuable information that users are willing to wait for, and so we've increased the Query timeout limit to 1 minute. Changes you'll see:

Consistent 60 second timeouts: All Paths & Queries APIs in both Classic and Copilot will only timeout when API response takes > 60 seconds.
Improved intermediate messages: The Queries API response informs users that the task may take up to a minute, and that they should wait for it.

March 2024 Product Release Notes

The Moveworks Copilot is now leveraging GPT-4 Turbo!

GPT-4 Turbo is the latest generation model in the GPT series from Open AI, and Moveworks is leveraging it via both Open AI and Azure Open AI services.

GPT-4 Turbo brings a host of benefits to all Copilot users:

Better performance on knowledge-seeking queries, due to Improved ability to identify knowledge resources most relevant to the user's query and omitting less relevant sources
Increased stability and consistency in response times
Better performance at scale with the ability to handle 2X more concurrent requests
Reduced latency in the reasoning and planning step, providing an improvement in overall response times

See more details on the Moveworks Community!

New Releases

Generated implicit messages will accurately reflect user interactions & be concise

Understand user inputs: Generated implicit confirmations will modify based on user selections & capture their input more accurately.

Concise & proper grammar: The messages will use more straightforward and concise wording.

Read more here.

More control over which use case shows up in Analytics

Manage Analytics Views: Enable developers to specify which use cases are in test versus in production, and as a result, included in analytics.

Read more here.

UX Changes

Small UI upgrade for Moveworks for Web

When a bot response is not yet received but in flight to a user, a typing bubble will be visible, similar to other chat experiences.

Some UI changes for Moveworks for Web

For Moveworks for Web users, we’ve moved the close button to be underneath the UI. Additionally, users have more options now in terms of sizing and color.

New Integrations

Workday content ingestion

Query and retrieve knowledge from your Workday Help Articles by using natural language within your bot.

Read more here.

Salesforce process approvals on opportunities

Take action on Approval Requests for your organization's Salesforce Opportunities — set up through Approval Process workflows — based on single approvals, group approvals, and multiple steps, directly from within your bot.

Read more here.

February 2024 Product Release Notes

New Releases

Your Moveworks bot like never before, powered by Generative AI

We’re excited to announce that the Moveworks Copilot is now available in Preview. The Copilot uses generative AI-powered reasoning to understand and resolve complex requests, providing direct, summarized responses drawn from your organization’s sources and integrations. It combines search and actions to provide a delightful, unified experience to users from across the company.

Contact your account team today to learn how you and your team can get started with the Moveworks Copilot, and experience the future of enterprise productivity!

Supercharge your Moveworks Search capabilities with File Search

File Search superpowers your Moveworks Search capabilities, by now supporting PDFs, Word Documents, and Powerpoints.

Starting with Sharepoint, Google Drive, and Box, your source ACL permissions are also fully supported out-of-the-box, so your users can only Search for content in files that they already have access to.

Reach out to your account team today to get started.

Read more about this feature here.

Generate employee facing knowledge in seconds

Interested in using generative AI to find and close gaps in your knowledge base? Then Moveworks Knowledge Studio is for you! Take a look at our product resources and reach out to your Moveworks account team to see a demo of Knowledge Studio in action.

“Tutorials and Guides” Library for Creator Studio

Leverage step-by-step tutorials for your Creator Studio projects.

Our library provides granular, easy-to-follow instructions that guide you through various use cases and functionalities.

View the library here.

Control Roles and Permissions for your Moveworks applications

Control access to all your Moveworks applications with the help of Roles & Permissions! Administrators can now audit which users have access to Moveworks applications, and grant and revoke user access to these applications through My Moveworks.

Learn more about the three types of roles and how administrators can grant or revoke access to these roles through reading our docs.

Creator Studio Real-Time Logs for Paths & Queries

Please note

Only APIs triggered from your bot are recorded in Creator Studio real-time logs
APIs that are tested in Creator Studio do not show up in real-time logs
Any errors other than API related errors are not logged in real-time logs
We do not record other debug information other than API request / response

Read more about logs in Creator Studio here.

Include more context in questions generated for slots in Creator Studio

What is it

Generated questions retain semantic info from question details (Paths design patterns only). This is a Creator Studio slots enhancement.

Features

Retain semantic info: Generated questions will preserve your question info such as help texts, slot examples, descriptions, etc.
Concise & proper grammar: This will reduce your overhead to manage & review your exact question phrasings.

Read more about this feature here.

Creator Studio Support PUT, DELETE & PATCH request methods

What Is It

You can now configure PATCH, PUT, and DELETE Requests for APIs that leverage those methods!

Examples

PUT: Updating objects in ServiceNow
PATCH: Used in Microsoft Dynamics APIs
DELETE: Used in Microsoft Dynamics APIs

Read more about this feature here.

Audit how developers are using Creator Studio

What Is It

Audit how your developers connect with your business systems and build conversational AI use cases with the help of audit logs
Audit events are available through a new CSV file in our data dictionary

Features

View when Creator Studio use cases are created, viewed, updated, or deleted
View when Creator Studio connectors and Events API keys are created, viewed, deleted, or used in the bot

Read more about this feature here.

MyMoveworks unified login and permissions

What Is It

My Moveworks is your new unified portal for all your Moveworks products, documentation, community, academy, and support. It is a replacement for your Moveworks portal (trust.moveworks.com), which is being deprecated on Apr 30, 2024. It provides:

Unified SSO + homepage for all your Moveworks products
Self-serve role-based access control for all products
Branded domains (configured as part of SSO setup)
1-click login for Community (from top navigation bar, under “?”)
Feb 23: 1-click login for Academy
Feb 23: 1-click login for Support

Features

Branded Domains: Always know which instance you’re in with branded org-specific domains, configured as part of your SSO configuration
Consolidated SSO: Access all Moveworks Apps (EXI, Employee Comms, Creator Studio, etc.) + Community, Academy, Support through one sso app (or my.moveworks.com)
App Specific Permissions: Allow Moveworks product administrators to manage access to applications

Read more about this feature here.

UX Changes

Creator Studio: Remove closing message after API actions

We removed the extra message “Let me know if you need something” after API action completions. (Paths design patterns only). This is a Creator Studio actions enhancement.

Read more about this feature here.

January 2024 Product Release Notes

New Releases

Grant / revoke access to Moveworks products from one place, controlled by your administrators

Administrators can now add / revoke access to each licensed Moveworks product through the “Roles and Permissions” app in My Moveworks. You can now

View user permissions
Add a superadmin
Add an application admin
Remove an application admin
Add an application user
Remove an application user

Read more about roles and permissions in Moveworks Community here.

Audit when your Creator Studio use cases, connectors, and API keys are being used by your team and employees

A new CSV file is available as part of your SFTP feed that share audit data about how Creator Studio is being used by your team and employees. It provides visibility over how your developers are connecting to external systems, and provides a way for security teams to audit and detect problematic access to systems.

Read more about details around SFTP Access here.

Access all your Moveworks apps in one place. 1-click install for Okta customers! Microsoft Entra gallery listing coming February 15!

My Moveworks is your one-stop portal for accessing all your Moveworks products, documentation, community, academy, and support. It is a replacement for your Moveworks portal (trust.moveworks.com), which is being deprecated on Apr 30, 2024. It provides

Unified SSO + homepage for all your Moveworks products
Self-serve role-based access control for all products
Branded domains (configured as part of SSO setup)
Feb 23: 1-click login for Academy
Feb 23: 1-click login for Support

My Moveworks has been enabled in your Creator Studio SSO app, if you have finished SSO setup. You can follow our resources below to learn more and configure SSO.

If you have not configured SSO, please follow our guides and resources below to configure My Moveworks:

Configure My Moveworks for Okta

Configure My Moveworks for Microsoft Entra (Azure AD)

Configure My Moveworks for Other SSO Providers

Troubleshoot & debug API calls triggered by your use cases

Your developers can now monitor API requests and responses made by your bot through Creator Studio logs. This allows them to troubleshoot any problematic API requests from your bot, and provides them tools to monitor your use case performance and launch more use cases. Please note: this applies to Paths and Queries use cases only.

Learn more about Logs here and read documentation here.

Share your feedback in our Product Ideas Portal

We are committed to listening to and incorporating your feedback to our Moveworks Product Roadmap. The Moveworks Product Ideas portal is a forum to collect product ideas from our customers.

To learn more about how the Product Ideas Portal works, click here (must be registered on Community).

Learn more about App Digests here.

UX Changes

Update to our ticketing URL display

For organizations with multiple ITSMs, we will show a URL for each ITSM when users wish to see a list of all their tickets. We also changed the wording for viewing tickets from "Click here to see all your tickets" to "View all your tickets".

A more consistent experience for Webex users

For Webex users, all plain text responses like button click messages such as “Okay, you clicked…” or system messages like “Working on it…” will now be rendered as adaptive card(s). This change will help us provide a more unified and consistent experience across our chat platforms.

Updated 5 days ago