--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-yokohama-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3ay bundleId : - delta3ay --- # Combined Agent Chat release notes for upgrades from Yokohama to Australia # Combined Agent Chat release notes for upgrades from Yokohama 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 Yokohama to Australia This consolidated release notes document provides ServiceNow customers with a comprehensive view of changes, new features, and important upgrade information for Agent Chat from the Yokohama release through to the Australia release. It is designed to assist in preparing for an upgrade by summarizing relevant updates across multiple release families. Show full answer Show less ## Key Features * **Third-party chat integrations (Zurich release):** Introduced enhancements for integrating third-party chat providers, including real-time message updates, accurate message attribution between customers and agents, support for agent and queue transfers to third-party chat systems, and configurable show/hide capabilities for specific Contact Center as a Service (CCaaS) chat integration requirements. ## Upgrade and Activation Guidance * **Pre- and post-upgrade tasks:** Customers should review and complete specified tasks before and after upgrading to the Australia release to ensure smooth functionality. * **Agent Chat activation:** Available as a ServiceNow AI Platform feature activated via the Agent Chat plugin (com.glide.interaction.awa). Activation details and configuration guidance are provided in the Zurich release notes. ## Other Considerations * No updates were made to Agent Chat features in the Yokohama and Australia releases beyond what was introduced in Zurich. * There were no removals, deprecations, additional requirements, browser requirements, accessibility, or localization changes noted across the upgrade path from Yokohama to Australia. * Highlighted information includes the ability to integrate and use Agent Chat with third-party chat applications, detailed in the Zurich release notes. This summary enables ServiceNow customers to understand what enhancements exist for Agent Chat when upgrading from Yokohama to Australia, focusing particularly on third-party integrations introduced in Zurich, and ensuring readiness through activation and upgrade tasks. Consolidated page of all release notes for Agent Chat from Yokohama 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 Yokohama 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 | |-|-| | 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__10} | Release | Release notes | |-|-| | 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__18} | Release | Release notes | |-|-| | 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__26} | Release | Release notes | |-|-| | 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__34} | Release | Release notes | |-|-| | 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__42} | Release | Release notes | |-|-| | 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__50} | Release | Release notes | |-|-| | 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__58} | Release | Release notes | |-|-| | 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__66} | Release | Release notes | |-|-| | 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__74} | Release | Release notes | |-|-| | 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__82} | Release | Release notes | |-|-| | 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. | [ ]