Troubleshooting Paths
Use this guide to troubleshoot errors while developing with Paths Workspace.
Issue: I can’t access Creator Studio
Possible Cause: User may not be provisioned
To fix: Work with your org’s SSO admin to make sure the Creator Studio Application has been provisioned to you. Use these instructions to access it with your work email.
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: My article isn’t an available option
Possible Cause: Article may not be ingested
To fix: Head over to the Control Center Knowledge Module via https://admin.moveworks.com/ to make sure your article has been ingested before.
If you don’t see it listed, ensure to add it to 1 of your ingested sources.
Issue: Can’t see my API system
Possible cause: No available connector
There might not be an existing connector for your system.
To fix: Head over to the Connector Studio module to setup your own connector if you don’t see it as an option.
Possible cause: Internal Error
To fix: Contact Moveworks support if the above fix didn’t 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.
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.
Issue: Path not showing up in chat after submission
Possible cause: Path isn’t deployed yet.
To fix: Your Paths can take up to 2 minutes to be deployed after launch. Please wait & try again.
Possible cause: User message is different from trained data
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.
Possible cause: Whitelisted emails are in upper-case
To fix: Make sure all the characters in the whitelisted emails are lower-case.
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: 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.
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.
Possible cause: No opening slash / or trailing slashes / in API endpoint
To fix: ✅ Ensure there’s an opening slash
To fix: ❌ Make sure there’s no trailing slash
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.
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.
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.
Possible cause: Internal Error
To fix: Contact Moveworks support if none of the above fixes work. They’ll be able to assist with troubleshooting.