--- 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 October 8, 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 notes page provides ServiceNow customers with a comprehensive summary of Agent Chat updates from the Zurich release family through to the Australia release family. It is designed to assist you in preparing for your upgrade by outlining new features, changes, removals, deprecations, activation steps, and other relevant considerations. Show full answer Show less Notably, if no changes occurred for a particular release family, this is explicitly noted to help you quickly identify where updates exist. ## Key Features * **Third-party chat integrations (Zurich release):** * New customer message area supports real-time updates from third-party chat providers. * Individual messages from third-party bots are correctly attributed to the respective customer and agent. * Supports agent and queue transfers to third-party chat systems. * Configurable show or hide capabilities for specific Contact Center as a Service (CCaaS) chat integration requirements. There were no new feature updates in the Australia release family for Agent Chat. ## Changes, Removals, and Deprecations No changes, removals, or deprecations were introduced in Agent Chat functionality between Zurich and Australia releases. ## Activation and Additional Considerations * **Activation:** Agent Chat is a feature of the ServiceNow AI Platform and requires activation of the Agent Chat plugin (com.glide.interaction.awa). Configuration details are available in the Configuring Agent Chat documentation. * Agent Chat is also available via the ServiceNow Store. * No additional requirements, browser requirements, accessibility information, or localization considerations have changed from Zurich through Australia releases. * Zurich release highlights include the ability to integrate and use Agent Chat with third-party chat applications. ## Practical Benefits for ServiceNow Customers With these updates, ServiceNow customers upgrading from Zurich to Australia can expect continued support for third-party chat integrations with enhanced real-time messaging and transfer capabilities. Since no features were removed or deprecated, existing configurations remain valid, simplifying the upgrade process. Activation remains consistent, ensuring straightforward enablement of Agent Chat capabilities post-upgrade. 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. | [ ]