Moveworks documentation describes a layered platform. A software asset manager reading it for licence purposes finds three kinds of information: what the products are, how the product itself counts people, and which technical ceilings apply. The documents never state which of these the commercial subscription is measured on, because quantities are set in the Order Form. This article records what the documentation says, as retrieved on 2026-10-13, and marks where it is silent.
Product lines
The Moveworks welcome page presents the platform as an agentic AI platform that gives employees an AI Assistant to answer, act and automate work.[1] It lists these components.
- AI Assistant. The agentic AI experience that employees use to answer questions, take actions and automate work.[1] The documentation describes Moveworks Assistants as agentic systems that can write emails, manage a calendar, submit time off and similar tasks, and plugins as the skills given to them.[3]
- Agent Studio. The developer platform for building plugins. It offers three agentic frameworks: Content Gateway for indexing content for search, Conversational AI Agents that act in real time on business systems, and Ambient AI Agents that run in the background on system events or schedules.[2][3] Release notes for early 2026 list additions such as an Architect panel, Python script actions and LDAP actions.[4]
- Enterprise Search. An agentic retrieval application that searches content systems, described as covering dozens of them.[1] Its connectors are discussed under limits below.
- AI Agent Marketplace. A catalogue of integrations and plugins for AI assistants, which the legal documents place under separate Plugin Library and Marketplace terms.[1]
- Productivity Boost. A package of built-in plugins. Brief Me is a file summariser, Quick GPT brings general GPT functions into the assistant, and Calendar Management is marked as roadmap.[5]
- Service Management and Provision Management. Service Management is the built-in agent for running a service desk, including triage, approvals and forms. Provision Management automates access requests for software, groups and accounts, integrating with identity systems such as Okta, Azure AD and SailPoint.[1][7]
- Employee Experience Insights and Knowledge Studio. Insights gives IT leaders a view of employee issues, benchmarks and the effect of changes.[8] Knowledge Studio is a generative AI tool that writes knowledge articles from IT tickets as the main data source and can publish them to an external knowledge base.[9]
- MCP Workspace. A place where an Agent Studio administrator connects and governs remote Model Context Protocol servers so the assistant can call their tools.[2][18]
Whether each of these is part of a base subscription or a separately ordered item is not stated in the documentation, with one exception described next.
The paid-feature gate: Productivity Boost
The Productivity Boost configuration guide refers to a Moveworks Productivity Boost SKU that includes two plugins, Quick GPT and Brief Me.[6] It carries an explicit warning that Productivity Boost is a paid feature: the administrator should not activate it for more users than the current subscription covers, and exceeding the purchased limit may result in additional charges or service interruptions. The page directs customers who need more licences to the Moveworks Account Executive.[6]
This is the clearest public statement of how a Moveworks entitlement is enforced in practice. The administrator builds a user list, expressed as a rule on the Plugin Management page, that determines who can use Quick GPT and Brief Me.[6] The control is administrative rather than technical: nothing in the documentation says the product refuses to enable more users than were bought. Compliance therefore depends on comparing that list with the purchased quantity in the Order Form. See Productivity Boost licensed user.
How the product counts users
The product keeps its own user roster, populated by an identity pipeline from the customer’s directory and HR systems. Three counts are shown in the Ingested Users module.[10]
- All Imported Users is the total number of users ingested successfully from the organisation.
- Enabled Users is the subset of imported members that the bot can support either in chat or through ticket processing. It can differ from the imported count because some users lack the chat-system information the bot needs.
- Bot Reachable Users is the count of enabled users reachable by the bot in one or more chat platforms, which typically excludes service accounts, conference rooms and other records present in the ticketing system but not in chat.
Administrators can download the list of enabled users as a CSV file.[10] The roster is shaped by filters: for the Microsoft Graph identity source, Moveworks always applies an accountEnabled filter, so disabled accounts are never imported regardless of the customer’s own filter.[11] Customers can exclude service or system accounts and guest accounts with their own filters, and manual user management adds users who are not in the primary identity source, such as contractors, partners and service accounts, with tags such as BASIC_USER, VIP, TESTER and SERVICE_ACCOUNT that drive bot access rules and analytics filters.[12] Each organisation has exactly one bot account that represents Moveworks in its chat and ticketing systems.[12]
These counts are the natural first reconciliation point for a purchase, since a subscription for a number of employees or users would be compared with the enabled population. The documentation, however, does not state that the subscription is counted on All Imported, Enabled or Bot Reachable Users, and the Customer Agreement leaves the metric to the Order Form. An asset manager should therefore confirm the contractual unit from the Order Form before using these figures as an effective licence position. The tags and bot access rule are the control that limits who may use the assistant, so changes to them should be logged. See Enabled User and Bot Reachable User.
Some organisations connect several chat tenants. The multi-tenant setup guide explains how users of several Microsoft Teams tenants or Slack instances can reach the same Moveworks bot within a single Moveworks organisation, provided users can be joined across tenants by a single key.[20] Whether such users count once or twice against a purchase is a contract question, not answered in the documentation.
Administrative roles
Agent Studio separates per-asset roles, which control access to individual assets and folders, from workspace roles such as Agent Studio Admin and Agent Studio Developer, which control organisation-wide access.[19] The documentation does not tie these roles to licences, so developer and administrator populations are not separately counted in public material. Credentials for the Moveworks Data API are visible and manageable only to Super Admins, which the documentation presents as a data-governance control.[21]
Documented limits
The following limits are stated in the documentation. They are operating limits, not licence metrics, but they define what a subscription can deliver and are the figures most likely to be raised in a support ticket.
Enterprise Search ingestion
Classic Ingestion connectors support up to 100,000 documents per connector, and higher-volume or fully permissioned deployments are directed to a different capacity setup.[15] The January 2026 release notes announce ten next-generation connectors that support a scale of millions of documents, with out-of-the-box permissions support and improved freshness targets.[4] For sources without a native connector, a customer can build a Content Gateway that follows the Moveworks specification. The operational guide states that Moveworks caps individual file binary content at 25 MB, that larger files are not indexed and do not appear in search results, and that Moveworks honours rate-limit headers and 429 responses so that the customer can bound the load on its own gateway.[16] Content Gateway is described as a backstop for sources that lack a native connector or whose connector does not support permissions.[16]
Messaging and API rates
Moveworks imposes its own rate limits on messages sent to chat platforms so as not to overload them. For Employee Comms campaigns the documented requests per minute for subsequent messages are 525 for Slack, 2,500 for Microsoft Teams, 150 for Google Chat, 600 for Cisco Webex Teams, 1,500 for Zoom and 1,000 for Moveworks for Web.[13] By default the Events API allows 120 requests per minute, each notifying up to 500 recipients, applied across the whole organisation, with a 429 status returned when the limit is reached.[14] Secured webhook listeners used by Agent Studio share 50 requests per second organisation-wide, while unsecured listeners are limited to one request per ten seconds, and these limits are shared across all listeners rather than applying to each.[14] Increases are requested from the account team, and the integration page says to file a support ticket with a business justification.[13][14]
A customer planning a large communications campaign, for example to all employees on a chat platform, can use these numbers to estimate the time needed. At 525 requests per minute, a message to 50,000 Slack users, assuming one request per message, would need roughly 95 minutes, before first-time conversation setup, which the documentation says is slower than the published rates.[13]
MCP Workspace
MCP Workspace is labelled Controlled Availability. It is available to a limited set of customers while Moveworks validates the experience and gathers feedback, and capabilities and limits may change.[18] The limitations page states that MCP tools run only in the Universal Assistant, that governance applies at the server level rather than to individual tools, that the assistant can run a write without a confirmation step, and that synchronous tool calls can time out at roughly 60 seconds.[17] Because access is by request and the terms of a controlled-availability feature can change, any use should be recorded as a distinct, non-standard entitlement. See MCP Workspace controlled availability.
What to record
For each Moveworks subscription, record the Order Form quantity and metric, the products ordered, the Productivity Boost user list and its size, the Enabled and Bot Reachable User counts at each renewal, the number of Enterprise Search connectors and their document volumes against the 100,000 classic limit, and the status of any controlled-availability features. The contractual side is in Moveworks Customer Agreement and channel terms, and Moveworks packaged services and the ServiceNow integration covers services and the effect of the ServiceNow acquisition.