Troubleshooting Triggering

Issue: Use case not showing up in chat after submission

Possible cause: Use case isn’t deployed yet.

To fix: Your use cases can take up to 2 minutes to be deployed after launch. Please wait & try again.

Possible cause: User message is different from trained data in Paths or Queries Workspace.

Natural language may not have found your chat message similar to the trained examples.

To fix: Try adding the new chat messages as positive examples to the Edit Triggering stage & test again.

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Possible cause: Whitelisted emails are in upper-case

To fix: Make sure all the characters in the whitelisted emails are lower-case.

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Possible cause: Internal Error

To fix: Contact Moveworks support if none of the above fixes work. They’ll be able to assist with troubleshooting.

Issue: I didn’t get trigger recommendations

Possible Cause: Description is too vague

❌ Re-check if your Paths description was too confusing or gibberish.

To fix: ✅ Rephrase your description to be specific.

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Issue: Refine triggering doesn’t show any options

Possible Cause: Recommendations aren’t computed yet

The examples are computed from production data & can sometimes take 10-15 minutes to load.

To fix: The options will keep loading in the background, proceed with testing & come back later to this screen.

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Issue: Paths is showing failure in-chat

Your Path fails when you get the message: Unfortunately, I ran into an issue and can't directly help you at the moment. This typically happens due to a malformed API connection.

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Possible cause: Invalid characters in API endpoint

We don’t support special characters in the API endpoint path.

To fix: Make sure you only include letters (a … Z), numbers (0 … 9) or slashes (/) in your endpoint path.

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Possible cause: No opening slash / or trailing slashes / in API endpoint

To fix: ✅ Ensure there’s an opening slash

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To fix: ❌ Make sure there’s no trailing slash

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Possible cause: Invalid reference to the user’s email in API

To fix: Make sure to use {{user_email_addr}} to reference the internally stored user’s email. This value is only available in the endpoint URL, Query Param, & the Request Body Bender.

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Possible cause: Invalid reference to a user question in API

To fix: User question responses are reference-able using the ****{{question prompt}} notation. Again, these prompts are only available in the endpoint URL, Query Param, & the Request Body Bender. Accessing this information from another field may cause this error.

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Possible cause: Connector setup is invalid

To fix: Head back to Connector studio in your sidebar & make sure your API credentials are correct. Then try interacting with the Path in-chat again.

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Possible cause: Internal Error

To fix: Contact Moveworks support if none of the above fixes work. They’ll be able to assist with troubleshooting.