Moveworks incident
Get Help options not appearing for greeting messages
Resolved after 53 minutes, affecting Live Agent Message Brokering, on September 16, 2026.
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.
Affected components
Update timeline
- 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
- 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.
- 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.
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