Virtual Agent API release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
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    Summary of Virtual Agent API release notes

    The Virtual Agent API enables ServiceNow customers to integrate Virtual Agent and Live Agent capabilities into any conversational interface or channel. This API facilitates embedding a primary bot from your bot ecosystem as a specialized service delivery bot, enhancing user interactions across multiple platforms.

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    The release notes document the progressive enhancements, new features, defect fixes, and platform compatibility updates spanning from the initial release in August 2020 through June 2026.

    Key Features and Enhancements

    • Integration Flexibility: Support for multiple conversational channels and bots, including Microsoft Azure Power Virtual Agent and Amazon Connect integrations.
    • Advanced Conversation Controls: Features such as synchronous handshake support, node-skipping, topic switching by name or intent, typing indicators, and enriched requests with system parameters and user timezone.
    • File Handling: Ability to upload multiple files, with API responses including file size and count limits for File Picker controls.
    • Streaming and Performance: Support for streaming responses, multi-part response translation, and server-side pagination to improve performance and scalability.
    • Security and Compliance: Adoption of enhanced security models such as the Zurich Directive and resolution of security-related bugs across releases.
    • Bot-to-Bot Communication: Introduction of Bot to Bot configuration files and update context variables action for dynamic conversation management.
    • Improved API Responses: Inclusion of interaction IDs, agent-initiated flags, and support for custom provider applications.
    • UI Improvements: Dark mode support for conversational interface settings and fixes for action message requirements.

    Bug Fixes and Maintenance

    • Continuous resolution of defects related to message visibility, back button casing, survey data accuracy, and chat window display.
    • Updates to remove dependencies and split features (e.g., removal of BOT Interconnect and Amazon Connect into separate store applications).
    • General bug fixes improving stability and user experience across multiple API versions.

    Practical Benefits for ServiceNow Customers

    By using the Virtual Agent API, customers can extend Virtual Agent and Live Agent capabilities beyond the native ServiceNow environment, enabling seamless integration with diverse conversational platforms and improving service delivery. The ongoing enhancements and security improvements ensure a robust, scalable, and secure API that supports complex interaction scenarios, multi-channel engagement, and enriched user experiences.

    Customers can expect regular updates aligning with ServiceNow platform releases, ensuring compatibility and access to new features that simplify bot integration, conversation management, and conversational interface customization.

    Version history for the Virtual Agent API on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 4.4.0 - June 2026 (Australia)
    Changes to support nextwave experience and defect fixes.
    Version 4.3.0 - April 2026 (Australia)
    New: VA API updated to support Off Glide functionality.
    Version 4.2.0 - April 2026 (Zurich)
    Changed: Off-Glide changes to support monthly releases.
    Version 3.15.6 - April 2026 (Yokohama)
    Fixed: Fixed a defect Back button to be changed to Camel case.
    Version 4.1.2 - March 2026 (Australia)
    • Send appIboundId in response for custom provider applications.
    • Send agent-initiated flag in VA API response.
    • Add Update Context Vars action in VA API.
    • Fixed a few defects.
    Version 4.1.1 - December 2025 (Zurich)
    • Consolidated multiple dynamic loaders messages into one
    • Added support for streaming in VA API
    • Removed description field from carousel options in synthesized response
    • Updated base system record in sys_now_assist_channel_config and now_assist_va_search_results_output_type
    • Fixed defects for VA API
    Version 4.0.3 - October 2025
    Added config files for Bot to Bot.
    Version 4.0.1 - September 2025 (Zurich)
    Fixed bugs.
    Version 3.15.1 - September 2025 (Yokohama)
    Fixed bugs.
    Version 3.14.6 - August 2025
    Minor bugs.
    Version 4.0.0 - August 2025 (Zurich)
    • Include Interaction Id in both sync and sync subflow
    • Populate interaction subtype from custom adapter property.
    • Enhanced Security Model Adoption Zurich Directive for VA API
    • Add fault conversation api in VA API
    • Empty response for fault conv action if no conv is open
    • Add send_history action
    • [UI]Conversational Interfaces-> Settings screen in dark mode is not showing as expected
    • Fixing start conversation action to work when called twice (#408)
    • Fixing message not mandatory for action messages
    • Change third party chat custom adapter property name.
    • Change Message value for Back,Repeat,Skip and Next keywords
    Version 3.14.7 - August 2025 (Xanadu)
    Minor bugs.
    Version 3.14.5 - May 2025 (Yokohama)
    Fixed minor bugs.
    Version 3.14.3 - February 2025 (Yokohama)
    Fixed a bug pertaining to incorrect survey values being set in the assessment table through the bot-to-bot channel.
    Version 3.14.2 - November 2024
    • Fixed:
      • Messages sent by the user to agent are not visible in the agent chat window if attachment key exists in payload
      • Evaluated sandbox access for client callable script includes
    Version 3.14.1 - August 2024 (Xanadu)
    Changed: Virtual agent API now uses server side pagination.
    Version 3.10.0 - February 2024 (Washington DC)
    • New:
      • Migrated sn_va_as_service_cc_agent_mapping table to External Agent Management Util Pack.
      • Added the ability to set user time zone without an active conversation.
    • Removed: Dependency on Omnichannel Callback
    Version 3.9.0 - November 2023
    • New: Performance changes and multi-part response translation support for ServiceNow supported languages.
    • Minor fixes.
    Version 3.8.1 - August 2023 (Vancouver)
    • New: Virtual Agent API response includes file limits (file size and number of files) when input control is File Picker.
    • Minor fixes.
    Version 3.7.3 - May 2023
    • New:
      • Added support to upload multiple files through VA API.
      • Added support for transformation of the VA API response before sending it to the primary bot.
    Version 3.7.2 - February 2023
    Removed: Removed BOT Interconnect and Amazon Connect from this store application and created separate store applications for each.
    Version 3.5.2 - November 2022
    General fixes.
    Version 3.2.3 - August 2022
      • New:
        • Virtual Agent now integrates with Amazon Connect to enable Interactive Voice Response (IVR) between the user and the agent.
        • New sets of Rest API capabilities that enable Virtual Agent to be used with voice in a Contact Center flow.
      • General fixes.
    Version 3.1.0 - May 2022
    • Minor release for Virtual Agent API:
      • New: Bot Interconnect OOTB Integration with Microsoft Azure Power Virtual Agent
      • Fixed:
        • Pass the time zone from Bot Interconnect to Secondary Bot in GMT
        • Using dynamic version in sys_app_62c44c6353311010ad77ddeeff7b120c.xml instead of hardcoded version
        • Reference choice control always shows "no records found" even when there are matching records
        • Default clean up time for "sys_cs_bot_to_bot_control" record in "sys_auto_flush" table not available
        • Add sys_user active/locked out query condition while linking user account
        • Unable to run the Microsoft Azure Topic using asynchronous primary topic block
        • Button rich control gives undefined error on Google Dialogflow, and keyword search doesn't work for Bot Interconnect
        • For static choice, reference choice, and Boolean inputs, fields are different from the documentation
        • Security bugs
    Version 2.1.0 - October 2021
    • New:
      • Skip node support
      • System property va.bot.to.bot.logging_enabled is now available OOB to help with debugging
    Version 2.0.0 - August 2021
    • New:
      • Synchronous handshake support
      • Notifications support in asynchronous mode
      • Topic switching using topic name or topic intent name
      • Typing indicator support
      • Node-skipping support for topics that use it
      • Additional rich control support, including table, HTML, multi-flow, and rich text
      • Custom control support
      • Additional Agent Chat support:
        • Agent name and avatar
        • Agent wait time
        • Pass chat history
      • Enriched requests from primary bot:
        • System parameters and context variables
        • User timezone
    Version 1.3.0 - April 2021
    • Fixed:
      • Logger that is enabled through the va.bot.to.bot.logging_enabled system property.
      • Cross-scope privileges.
    Version 1.0.9 - February 2021
    New: Use the Virtual Agent API to integrate Virtual Agent and/or Live Agent in any conversational interface. With this API, you can:Integrate a primary bot from your bot ecosystem with Virtual Agent and/or Live Agent as a specialized service delivery bot. Integrate Virtual Agent and/or Live Agent with any channel that supports a conversational interface.
    Version 1.0.9 - August 2020
    • Initial Release: Use the Virtual Agent API to integrate Virtual Agent and/or Live Agent in any conversational interface. With this API, you can:
      • Integrate a primary bot from your bot ecosystem with Virtual Agent and/or Live Agent as a specialized service delivery bot.
      • Integrate Virtual Agent and/or Live Agent with any channel that supports a conversational interface.