Moveworks incident

Get Help options not appearing for greeting messages

Minor Resolved View vendor source →

Moveworks experienced a minor incident on September 16, 2026 affecting Live Agent Message Brokering, lasting 53m. The incident has been resolved; the full update timeline is below.

Started
Sep 16, 2026, 05:21 PM UTC
Resolved
Sep 16, 2026, 06:14 PM UTC
Duration
53m
Detected by Pingoru
Sep 16, 2026, 05:21 PM UTC

Affected components

Live Agent Message Brokering

Update timeline

  1. investigating Sep 16, 2026, 05:21 PM UTC

    We are investigating an issue where any utterance that is identified as a greeting fails to render the help options on the Get Help page, leaving users unable to file a ticket or connect to a live agent. The Get Help tab opens but shows only the Chat Summary with no handoff options presented. We apologize for the inconvenience this is causing your users. Impacted Regions: All

  2. identified Sep 16, 2026, 05:40 PM UTC

    We have identified that this is impacting customers on the Frontier and Standard tiers of the Model Upgrade program. We are actively working on a fix and will provide further updates shortly.

  3. resolved Sep 16, 2026, 06:14 PM UTC

    A fix has been deployed and the Get Help options are now rendering as expected for all messages. Thank you for your patience, and apologies again for the disruption.