--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-zurich-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3az bundleId : - delta3az --- # Combined Agent Chat release notes for upgrades from Zurich to Australia # Combined Agent Chat release notes for upgrades from Zurich to Australia {#ariaid-title1} Release version: Australia Updated November 5, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Zurich to Australia This consolidated release note page covers all Agent Chat updates from the Zurich release family through the Australia release. It is designed to assist ServiceNow customers in preparing for upgrades by summarizing new features, changes, removals, deprecations, and important activation and configuration details. Show full answer Show less For upgrade planning, it also includes pre- and post-upgrade tasks to review, ensuring a smooth transition to the Australia release. Notably, if a release contained no updates for a specific section, this is explicitly stated to avoid confusion. ## Key Features * **Zurich release:** Introduced enhanced third-party chat integration capabilities, including: * Real-time message updates from third-party chat providers within the new customer message area. * Proper attribution of individual messages from third-party bots to the correct customer and agent. * Support for agent and queue transfers to third-party chat systems. * Configurable show/hide capabilities tailored to specific Contact Center as a Service (CCaaS) chat integration requirements. * **Australia release:** No new features or updates were introduced for Agent Chat. ## Changes, Removals, and Deprecations Between Zurich and Australia releases, there were no changes, removals, or deprecations affecting Agent Chat functionality. ## Activation Information Agent Chat is a ServiceNow AI Platform feature activated by enabling the Agent Chat plugin (**com.glide.interaction.awa**). Configuration details are available under Configuring Agent Chat documentation. The feature is also accessible through the ServiceNow Store. ## Additional Considerations * **Additional requirements:** No new or changed requirements were introduced between Zurich and Australia releases. * **Browser requirements:** No updates or changes were made. * **Accessibility and localization:** No updates or new information provided. * **Highlight information:** Zurich release highlighted integration with third-party chat apps; no further updates in Australia. ## Practical Implications for ServiceNow Customers When upgrading Agent Chat from Zurich to Australia, customers can expect no functional changes or new features beyond those introduced in Zurich. The key enhancement remains the improved third-party chat integrations introduced in Zurich. Customers should ensure the Agent Chat plugin is activated and configured properly to leverage these capabilities. No additional upgrade complexity arises from new requirements, removals, or deprecations in Australia. This consolidated information allows customers to efficiently plan their upgrade with clarity on what to expect and how to prepare their environments for Agent Chat enhancements introduced in Zurich. Consolidated page of all release notes for Agent Chat from Zurich 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 Zurich 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__14} | Release | Release notes | |-|-| | 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__20} | Release | Release notes | |-|-| | 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__26} | Release | Release notes | |-|-| | 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__32} | Release | Release notes | |-|-| | 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__38} | Release | Release notes | |-|-| | 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__44} | Release | Release notes | |-|-| | 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__50} | Release | Release notes | |-|-| | 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__56} | Release | Release notes | |-|-| | 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__62} | Release | Release notes | |-|-| | 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. | [ ]