April 2025 Product Release Notes

AI Assistant: Automatic Conversation Clearing

When chat history gets too long, it can confuse the LLM (large language model), leading to less accurate, less relevant, or slower responses. To tackle this, we're excited to introduce a new feature within our AI Assistant: Automatic Conversation Clearing!

• Conversations are automatically cleared every 24 hours ⏰
  With our latest update, your chat history will now be automatically cleared every 24 hours. This means that any conversation older than a day will be removed from the chatbot's memory, ensuring that your interactions remain relevant and up-to-date.
• The most recent conversation topic will always stay in context. 🧠
  Even if a conversation spans multiple days, the most recent conversation will continue to be included in the model’s context. This overrides the standard 24-hour lookback window.
• You can also clear the conversation history yourself 🗑
  If you need to clear memory faster, simply tell your AI Assistant in your own words—it's smart and will understand commands like "reset chat," "clear context," "start over," "restart," or "refresh context". This user-initiated clearing will lead to a true blank state

We've created an Employee Comms template you can use to spread the word here.

AI Assistant: Revamped experience for References, Get Help, and Feedback

Interacting with our AI chatbot used to mean scrolling through a long, sometimes overwhelming page to find what you needed — whether it was citations, feedback, or support options. We’re making it much easier to navigate by breaking things into simple, clear sections.

What’s New:

Now, everything is just a click away with our new 3-tab experience:

• References: Instantly view the sources behind the bot’s response

  

• Get Help: Quickly file a support ticket — or, for some customers, connect directly with a live agent.

  

• 👍 👎 Feedback: Easily submit in-app feedback with a thumbs up or down.

  

  
  

👉Note: This is just a visual update — the AI Assistant behavior and responses aren't changing. The entry point for this experience also does not change. Depending on which entry point you select (ex. Thumbs up/ Thumbs down) you’ll be automatically navigated to the right tab (ex. “Feedback” tab).

AI Assistant: Additional Smart Handoff Enhancements

We rolled out two updates that will improve the Smart Handoff experience — making it more customizable and less disruptive for your employees.

Customize the “Get Help” Link Label 📝

You’ll now be able to rename the “Get Help” link to better match your company terminology. Prefer “File Ticket”, “Live Chat” or “File ticket/Live chat”? Go for it — it’s all up to you. We’ll share configuration details soon.

No Redundant “Get Help” Links 🖇

We’ve improved the logic behind when the “Get Help” (or your custom label) link appears. If a user is already confirming they want to file a ticket or chat with a live agent, there’s no need to show the link again — so we don’t.

👉Note: If you’ve customized the label from “Get Help” to something like “File a Ticket,” “Live Chat,” or “Need Support,” the same logic applies: the link will be hidden in situations where it would be redundant.

AI Assistant: Update needed for Microsoft Teams customer

Earlier this year we encountered an issue with Microsoft Teams that caused problems for all our Microsoft Teams customers. We’ve been partnering closely with Microsoft Teams about this issue and they recently rolled out an update that would fix the problem.

Unfortunately the solution requires that all of your employees to update their Moveworks AI Assistant application. We’ve been informed by Microsoft Teams that this update has now been rolled out to all of our customers. Below is a screenshot showing a banner with an “Update” button that will appear for all your employees within your assistant application.

We understand this is not ideal and apologize for any issues that have been caused due to this update.

What was the issue?
Microsoft Teams rolled out an update in February 2025 that caused issues with the attachment button within our Moveworks AI Assistant application. Customers started reporting that the following issues with the attachment button within their assistant:

1. Users were not able to see the “Attach file” button.
2. Users would notice that the “Attach file” button would appear and then disappear.

Brief Me: Instant File Deletion

Now when your employees are using Brief Me, any files that are uploaded with your AI Assistant are automatically deleted across all of our backend services within 24 hours.

Within the experience you’ll notice these updates:

1. When your employees exit Brief Me, any uploaded files within their session will automatically be deleted. Users will see an updated message about this.

   

   
   

2. If your employees forget to exit Brief Me and it’s been more than 24 hours since they’ve uploaded a file(s), they won't be able to continue using those files for their Brief Me session and will need to re upload new files.

   
   

Analytics: Change in how active users are calculated

Active Users Count Adjustment: The "Active users" metric in the User Insights report previously included users who interacted indirectly with the AI Assistant via a channel that had a MW channel resolver setup in it. Moving forward, only direct interactions with the AI Assistant will be counted. This change may reduce the active user count by up to 5% for most customers, depending on the number of indirect interactions.

Moveworks Setup: Smart DSL Builder & Evaluator

DSL Builder and Evaluator is a feature designed to simplify the creation, modification, and testing of DSL rules across the Moveworks Setup.

What's new?

• A sufficiently trained admin/user can now configure DSL rules across Setup, we now provide attribute suggestions in each DSL rule so users are clear on what rules or contexts can be supported in that field.📍

  

• Users can now test their DSL rule real time in contexts of User, Tickets, Resource, Approvals etc. 🚀

• Users no longer need to rely heavily on CSE, Support or documentation for authoring DSL Rules, as the autocomplete feature now provides what the probable rule would be depending on the attribute selected.

Please refer to the following ressources to start using this feature:

1. DSL Builder and Validator
2. DSL Rules across Setup Plugins
3. Custom Attributes in Moveworks (Used heavily in DSL rules)

Moveworks Setup: Lots of new configurations available

1. New Workday Configs

   Enable WQL checkbox and Report URL for Approvals config are now available under Setup → Connectors → Built-in connectors → Workday System Connector

   • Enable WQL - Checking this Box will allow Moveworks Identity Ingestion configuration to leverage WQL (if defined)
   • Report URL for Approvals config - This config can be used to add the URL of the report which will be polled from Workday to process approvals

   

   
   

2. New JIRA Service Desk Configs

   JIRA Cloud Identity App Secret and Upload Attachments as Activityare not available under Setup → Connectors → System Connectors → Jira Service Desk.

   • JIRA Cloud Identity App Secret - this is the client secret key used to sign the JWT token sent for authentication with the JIRA Cloud Identity App
   • Upload Attachments as Activity - Checkbox used to allow attachments for tickets (attachments will be considered as ticket activities).
   • GDPR Mode configuration in JIRA is now automatically enabled for Cloud and disabled for JIRA On-Prem. This is no longer a toggle but a fixed setting based on the deployment type.

   

   
   

3. Hide Default Agent Imageis now available under Snow Handoff Config in Setup → Handoff → Live Agent Handoff → Agent Broker Handoff configuration.

   • Hide Default Agent Image - This checkbox enables or disables the default agent image icon displayed in messages during live message brokering.

   

4. Dedicated page for Bot Access added under User Identity

   A dedicated Bot Access page has now been introduced under Setup → User Identity, allowing users to configure the Bot Access Rule.

   

   This was previously located under User Identity → Advanced Settings → Plugin Settings.

5. Respect Geocode configuration moved under Ticketing

   The Respect user geocode when resolving weekend hours configuration has now been moved to Ticketing → Concierge Settings → Notification Settings, since it is a notification setting rather than a bot setting.

   

6. NAT Gatewayis now available in the GovCloud environment under Setup → Tenant Settings → General Information → Network details Section. The NAT Gateway section lists the Static IPs that identify requests originating from Moveworks core platforms & services.

   

   For more information on IP Address allowlisting, please read our Network Allowlisting documentation.

Moveworks Setup: Data Retention changes in Moveworks Setup Audit Logs

As we move to a new infrastructure, the config and permission logs data before March 11th 2024 will no longer be available under MW Setup → Audit → Configuration Logs, Permission Logs

👉Note our data retention period remains 60 days. The first full retention cycle will end on May 11th, after which data will be retained on a rolling basis.

March 2025 Product Release Notes

Creator Studio: New Actions

Actions: Delay Configuration (i.e. Sleep)

We’re excited to share that you can now delay the execution of actions! For developers building with APIs that have asynchronous behavior (e.g. a “start job” endpoint and a “get job results” endpoint), you’ll be able to “sleep” the action for a period of time.

Key features include

• Delayed Execution - Delay the execution of your action
• Multiple Units of Time - Support for milliseconds, seconds, minutes, hours, & days
• Dynamic Sleep Periods - You can vary the sleep period based on your compound action’s data. (e.g. if your “start job” endpoint returns an estimated processing time, you can sleep for that duration).

For more details, please see our Compound Action Reference in Creator Studio docs, or check out an example for a reminder plugin below:

Compound Action

action:
  output_key: send_plaintext_chat_notification_result
  action_name: mw.send_plaintext_chat_notification
  delay_config:
    seconds: data.delay_in_seconds
  input_args:
    message: data.message
    user_record_id: data.recipient.record_id

Input Arguments

Chat Experience

AI Assistant: Ticket Interception

⚠️ Ticket interception is a legacy plugin for the Moveworks AI Assistant

1. When a user files a ticket through the self-service portal or via email, the assistant can intercept these tickets and reach out in-chat with a solution it is confident can solve their issue.
2. It leaves a comment on the ticket describing its proposed solution.
3. If the assistant is able to fully resolve the user’s issue, users can give acknowledgement in-chat by responding to the reach out. Then, it will mark the ticket as resolved.
4. If the offered solution does not solve the user's issue, they can indicate that in chat and the assistant will leave a comment on the ticket, and leave it open for an agent to address.

❗Important - This feature is only available to customers who had previously enabled Ticket Interception in Moveworks Classic. For more information, please contact your account team.

For more details, please read more in our Ticket Interception in Moveworks Classic docs!

Moveworks Setup: UX Changes

Dedicated Bot Access Rule Page

A dedicated Bot Access page has now been introduced under Setup → User Identity, allowing users to configure the Bot Access Rule. This change was made to enhance the experience of configuring bot access rule in Moveworks Setup since it is a crucial configuration.

This was previously located under User Identity → Advanced Settings → Plugin Settings.

To learn more about the bot access rule, please see our Bot Access Rule in User Identity Plugin docs!

Page Performance Enhancements

The Copilot Plugin Management page under Setup contains a large number of DSL Editors, which was causing performance issues, including slow loading times and frequent browser session crashes.

To improve usability, configurations have now been grouped and in-page sections have been introduced, resulting in significantly faster load times and better responsiveness.

UX Change with In-Page sections and grouped configs

February 2025 Product Release Notes

Creator Studio: Agentic Automation Engine

We’re excited to share that all customers now have access to the Agentic Automation Engine in Creator Studio! Our new engine is purpose-built to bring powerful AI agents to life — fast. It interprets natural language, can plan actions, and help you execute complex tasks, enabling you to create AI agents that can transform the way teams work across your organization.

For more details on what the Agentic Automation Engine is capable of check out these resources:

• Agentic Automation Engine Product FAQ — Includes what is currently supported & what current limitations are
• Unlocking More Powerful AI Agents Blog — Breaks down 5 use cases built with Agentic Automation Engine

How do I access this new workspace in Creator Studio?

1. Log in to https://my.moveworks.com/
2. Click on the “Creator Studio” tile
3. Click on the “Plugins” tab - this is your UI to build on the Agentic Automation Engine!

Do I need to do anything to get this enabled?

No, the Plugins tab will appear in your Creator Studio app automatically.

I’m still on Moveworks classic experience, can I still build?

Any plugins built will not trigger in the Moveworks classic experience. Plugins only operate in the next-gen copilot.

We recommend reaching out to your success team & upgrading to the next-gen copilot in order to start building & using plugins.

How can I get started?

1. Roll up your sleeves and try it out

   Follow our quickstart guide to build your first plugin. No API docs, no logins, no credentials required.

2. Need inspiration?

   Check out our Plugin Library to discover AI agents complete with guides and videos that you can build across your business workflows, or head over to Moveworks Academy to enroll in our Agentic Automation Engine course.

What else should I know?

To accelerate your AI agent development, our Professional Services team offers hands-on training for key enterprise systems through a program called Activate — sign up or let your Success Manager know you’re interested.

January 2025 Product Release Notes

Copilot: Citations for Software, Access DL, and Access Account plugins

We’re thrilled to announce that you can now verify entities mentioned by action plugins (e.g. Software, Add to Distribution List, Unlock Account plugins) directly on the citations page. Just as you can validate sources from knowledge searches, this feature is now extended to action plugins. Review details about distribution lists, software, and identity systems before taking action, ensuring full confidence that Copilot will execute the right tasks seamlessly. See below for some examples.

Adding someone to the distribution list

Sometimes, there might be multiple possible options that matches your request. If you want to see more details and be sure about the distribution list to pick, click on the citations and view the description, security policy, and group type.

Request access to a software

Get more details about the requested software, including the approver, the roles available, etc.

Unlock an account

Copilot: Improvements in self-service messages for Reset Password, Change Password, Reset MFA, and Unlock Account plugins

As you may recall, you can configure instructions and self-service messages for the Reset Password, Password Expiry, Unlock Account, and Reset MFA plugins. This allows the Moveworks Copilot to provide users with self-service messages or links to relevant portals, rather than directly executing actions on external systems.

We’ve improved the performance of self-service messages in triggering consistency, summarization, as well as analytics tracking.

What changes in the experience?

For end users, the experience remains largely unchanged. They will continue to see the same self-service messages, but with improved reliability in triggering and summarization.

For admins, you will see changes in the analytics. With the update, all self-service messages will be tagged with their corresponding native plugins. For example, if user asks to reset their password and you’ve configured a self-service message, you will see that interaction being logged with a reset password plugin call.

What are the benefits of this update?

1. More deterministic triggering: Users can expect to receive an answer more reliably.
2. Minimal summarization: Self-service messages will undergo minimal summarization to maintain their original text and formatting. Furthermore, these messages will not be combined with other relevant resources, guaranteeing the priority of the message.
3. More accurate analytics tracking: Earlier, admins might have noticed that user requests for Access Account plugins - e.g. Password reset - were incorrectly categorized as the Knowledge plugin in the Copilot Insights dashboard, causing confusion due to the misalignment between user intent and the Copilot action. Now, these requests are correctly categorized under the respective Access Account plugin for greater clarity.

Can I customize the self-service messages?

Self-service messages configuration are not yet available in Moveworks Setup yet. We plan to make them available for admins in Moveworks set up in the coming months.

Brief Me: Product Enhancements

1. Brief Me is now available on Google Chat providing all the same functionality as on Teams & Slack.

2. Data Deletion reduced from 7 days to 24 hrs.

   • What’s included? Deletion of the raw file, extracted snippets from the file, and meta data (file title, description, size, & number of snippets) from several internal databases after 24 hours. This is done across all Data Centers.
   • What’s not included? Information in Moveworks logs for Copilot Analytics, including user utterances, Copilot responses, and file names during Brief Me mode.
     Read more about Brief Me’s security overview here.

3. Added a error handling message for non-supported files. Moveworks provides a clear error message in the case that a user uploads unsupported files.

   

4. Added backstop button if no resources are retrieved. If unable to retrieve any snippets to answer the question, Moveworks will show a backstop message and include the button Exit this mode.

   

5. Improved the processing of slides / PPT for more accurate insights. This incredible enhancement aims to better analyze complex slides that include multiple columns / diverse layouts, tables, and indented bullets & lists, to name a few elements.

   

Moveworks Setup: additional User Attributes in Ingested Users

You can now view and download additional user attributes such as full name, role, manager email, and more in Ingested Users within Moveworks Setup.

How to view user attribute list in Ingest Users?

1. Log in to Moveworks Setup
2. Navigate to User Identity > Ingested User
3. Scroll to find "All Users", and Click on it
4. View the user attribute list with additional user attributes

To download the user attribute list in CSV format, Click on the download button below in All Users widget.

Moveworks Setup: Custom Domains configurability

Moveworks now allows customers to configure multiple custom domains, each with unique handoff instructions.

There is a limit of 7 total domains, which could be a mix of out-of-the-box or custom domains. This limit exists because the handoff UI is limited to reduce the options for employees to select the handoff destination. For example, a list of 25 domains for an employee would be overwhelming and not useful in the product.

For details on how to configure a custom domain, read here.

Creator Studio: Purple Chat V2

Developers have built a TON of example chats with our Purple Chat Builder (over 10,000 mocks!). We’re excited to keep the energy flowing with Purple Chat V2!

• Tired of building it by hand? Just ask. That’s right – GenAI Purple Chat is here! Simply prompt to create or edit. The prompt is designed to emulate the Moveworks Copilot’s typical behavior with confirmations, entity resolution, etc.
• Messages out of order? Stop copy & pasting your JSON around. Drag. Drop. Done.
• Need a custom bot name / avatar? Just change it to your own image (or steal from the case study site).
• Sick of ugly API call annotations? Me too. Introducing the apiBlock component. Your Connector Image. Your Method. Your Body. In an IDE you’ll LOVE.
• Can’t figure out the JSON? Every SINGLE part of the new PC mocks is editable in low code. Just click on it! Message parts can be “dragged and dropped” within a conversation turn also. Just reorder the table.
• We’re on Copilot now! Does your PC link look like it’s from 2024? Open that bad boy up in the legacy editor and migrate to Copilot in a click! You’ve got everything from reasoningSteps to citations to the feedback tray at your disposal.
• Giant purple chat links not loading? Browser security making your 13 turn mock-up impossible to share with a customer / prospect? Never fear, you can now create shareable short-links! (Just don’t put sensitive data in short links)

Go play with it NOW! (aka.mw/purple-chat).

UX Change: Changing Bot Disclaimer text color and Close Button

1. The bot disclaimer text was previously using the secondary color set in M4W Customization -> It will now be either white or black depending on the contrast to the Response Card background (also set in M4W Customization)
2. The close button was previously always white -> It will now be either white or black depending on the contrast to the button primary color.

See the screenshots below for examples of light vs dark contrast and the before and after in each case.