--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-xanadu-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3ax bundleId : - delta3ax --- # Combined Agent Chat release notes for upgrades from Xanadu to Australia # Combined Agent Chat release notes for upgrades from Xanadu to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Agent Chat release notes for upgrades from Xanadu to Australia This consolidated release notes document provides ServiceNow customers with essential information about upgrading Agent Chat from the Xanadu release family through to the Australia release. It highlights new features, important upgrade tasks, activation details, and integration capabilities introduced across these releases. The notes focus on helping customers understand what changes to expect and how to prepare for the upgrade. Show full answer Show less ## New Features * **Xanadu:** Introduced **Trigger Now Assist**, enabling agents to generate and customize recommended chat responses during interactions, improving response efficiency and quality. * **Xanadu:** Added support for **multiple languages in chat summarizations**, allowing configuration of summarization availability by channels and roles via the Now Assist Admin console. * **Zurich:** Enhanced **third-party chat integrations** with real-time message updates, accurate message attribution between customers and agents, support for agent and queue transfers, and configurable visibility of capabilities tailored to Contact Center as a Service (CCaaS) requirements. No new features were introduced in Yokohama or Australia releases. ## Activation and Integration * Agent Chat is an AI Platform feature activated by enabling the Agent Chat plugin (`com.glide.interaction.awa`). * Available through the ServiceNow Store, activation instructions and configuration guidance are provided in the respective release documentation. * Integration with third-party chat applications was introduced in Zurich, expanding the flexibility of chat interactions within diverse communication ecosystems. ## Changes, Removals, Deprecations, and Other Information * There were no changes, feature removals, or deprecations reported between Xanadu and Australia releases. * No updates were noted for additional requirements, browser compatibility, accessibility, localization, or highlight information beyond those specified. * When no updates were applicable for a release, the notes explicitly state "No updates for this release" to clarify status. ## Practical Implications for ServiceNow Customers Customers upgrading to Australia from earlier releases should: * Leverage the Trigger Now Assist feature to enhance agent productivity and customer experience through AI-driven responses. * Configure multi-language summarization settings to support global or multilingual user bases effectively. * Utilize third-party chat integration enhancements to maintain seamless communication across platforms and improve operational flexibility. * Follow the activation guidance to ensure Agent Chat features are properly enabled and configured post-upgrade. * Review and complete any pre- and post-upgrade tasks as outlined to ensure a smooth transition. Consolidated page of all release notes for Agent Chat from Xanadu to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Agent Chat release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Australia. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading Agent Chat to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-agentchat-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## New features Between your current release family and Australia, new features were introduced for Agent Chat. {#dfrn3-agentchat-summary__entry__12} | Release | Release notes | |-|-| | Xanadu | [Use](https://www.servicenow.com/docs/access?context=ci-agent-chat-using&family=xanadu&ft:locale=en-US) : Trigger Now Assist while interacting with users in Agent Chat to generate a recommended response. You can edit the recommended response or have Now Assist shorten or lengthen it. [Use](https://www.servicenow.com/docs/access?context=ci-agent-chat-using&family=xanadu&ft:locale=en-US) : Agent Chat supports multiple languages in chat summarizations. : Configure when and to whom chat summarization is available by specifying channels and roles in the Now Assist Admin console. | | Yokohama | No updates for this release. | | Zurich | [Third-party chat integrations](https://www.servicenow.com/docs/access?context=ci-agent-chat-using&family=zurich&ft:locale=en-US) : Use the new customer message area for third-party chat integrations to see these features: * Third-party chat providers can update messages in real time. * Individual messages from third-party bots are correctly attributed to the appropriate customer and agent. * Agent and queue transfers to third-party chat systems are supported. * Show or hide capabilities for specific Contact Center as a Service (CCaaS) chat integration requirements can be configured. | | Australia | No updates for this release. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Agent Chat features. {#dfrn3-agentchat-summary__entry__22} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some Agent Chat features or functionality were removed. {#dfrn3-agentchat-summary__entry__32} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Deprecations Between your current release family and Australia, some Agent Chat features or functionality were deprecated. {#dfrn3-agentchat-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate Agent Chat. {#dfrn3-agentchat-summary__entry__52} | Release | Release notes | |-|-| | Xanadu | Agent Chat is a ServiceNow AI Platform feature that is available with activation of the Agent Chat plugin (com.glide.interaction.awa). For details, see [Configure](https://www.servicenow.com/docs/access?context=ci-agent-chat-configuring&family=xanadu&ft:locale=en-US). | | Yokohama | No updates for this release. | | Zurich | Activation information : Agent Chat is a ServiceNow AI Platform feature that is available with activation of the Agent Chat plugin (com.glide.interaction.awa). For details, see [Configuring Agent Chat](https://www.servicenow.com/docs/access?context=ci-agent-chat-configuring&family=zurich&ft:locale=en-US). Important: Agent Chat is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Agent Chat we have noted them here. {#dfrn3-agentchat-summary__entry__62} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Agent Chat we have noted them here. {#dfrn3-agentchat-summary__entry__72} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Agent Chat, such as specific requirements or compliance levels. {#dfrn3-agentchat-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Agent Chat we have noted them here. {#dfrn3-agentchat-summary__entry__92} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Agent Chat we have noted them here. {#dfrn3-agentchat-summary__entry__102} | Release | Release notes | |-|-| | Xanadu | Trigger Now Assist to generate a recommended response while interacting with users in Agent Chat. See [Agent Chat](https://www.servicenow.com/docs/access?context=ci-use-agent-chat&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | No updates for this release. | | Zurich | Integrate and use Agent Chat with third-party chat apps. See [Using Agent Chat](https://www.servicenow.com/docs/access?context=ci-agent-chat-using&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | [ ]