Custom AI Assistant Logo Reverting to Moveworks Default (Microsoft Teams)

Issue summary and resolution details from Microsoft:

Issue: Some published Teams apps briefly displayed the app publisher's default icon instead of the custom icon/branding configured by the tenant admin.

Root Cause: A recent platform change to how bot-based interactions authenticate could, in certain cross-tenant request paths, cause the service to look up the tenant's data in the wrong geographic region. When that lookup did not resolve, the service temporarily cached an incomplete view of the tenant's app-customization settings. While that cached view was in effect, affected apps fell back to the publisher's default icon rather than the configured custom branding. The actual configuration was never lost — it remained correct in the source of record; only the temporary cached copy was incomplete.

Onset timeframe: Introduced with the bot PFT/POP rollout in the July timeframe. Exact rollout start/ramp dates are being confirmed with the partner team that owns the rollout.

Resolution: We have corrected the region-resolution logic so tenant-specific data is always looked up using the tenant's own region, preventing the incomplete cached state. The fix is rolling out through our standard deployment pipeline. As caches refresh, affected apps return to displaying the configured custom icons automatically, with no action required on the customer's side.

Customer impact / data safety: Display-only regression. No configuration was changed or lost, and there was no impact to data security or access control.

Mitigation timeline:
• Code review / validation complete: Thursday EOD (9/11)
• Server-side fix deployed via regular deployment process: 9/24
• Client cache refresh (~24 hours after server deployment): +24h
• Fully reflected for customers: 9/25

Recovery is automatic as caches refresh post-deployment; no action is required from the customer.

Microsoft's mitigation continues to roll out and we are monitoring propagation. Most users should see the correct custom logo restored.

If any users are still seeing the default Moveworks logo, please capture a HAR file while reproducing the issue and share it with Moveworks Support.

We will share additional updates as progress continues.

Microsoft has identified the root cause as a platform regression affecting app branding display in Teams. A mitigation has been deployed and is currently rolling out. Microsoft's engineering team continues to monitor the rollout and validate the fix.

Users may see the correct custom logo restored as the mitigation propagates. No action is required on your side. We will continue to monitor and will share additional updates as progress continues.

We have escalated this issue to Microsoft and are actively working with their team to address the issue. We will provide more details when they are available.

We're investigating an active issue where end users in Microsoft Teams are seeing the default Moveworks logo instead of their organization's custom bot logo, despite a custom icon being set in the app manifest. This appears to affect the bots published via the Teams App Store (store auth) rather than a single tenant. Logging out/back in or clearing the Teams cache resolves it for some users. Our engineering team is actively investigating and we will share more details as they become available.