--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-australia-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3ba bundleId : - delta3ba --- # Combined Customer Engagement Sequences release notes for upgrades from Australia to Brazil # Combined Customer Engagement Sequences release notes for upgrades from Australia to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Customer Engagement Sequences Release Notes for Upgrades from Australia to Brazil These release notes consolidate all updates and important information related to upgrading Customer Engagement Sequences from the Australia release to the Brazil release. They provide a comprehensive guide to new features, changes, activation instructions, and additional requirements to help ServiceNow customers prepare for and smoothly execute the upgrade. Show full answer Show less ## Key Features * **Lead Nurturing Email Sequence (Brazil):** Automates email outreach and follow-up for leads by assigning tasks, sending initial and follow-up emails, escalating to call attempts if no response is received, and exiting the sequence upon prospect reply or call resolution. A sample sequence is included to accelerate lead nurturing. * **Click-to-Call Enhancement (Australia):** The older "Schedule call" activity was deprecated and replaced with a new activity supporting runtime outbound calling from sequence tasks, requiring updates to existing sequences to enable click-to-call functionality. * **Multi-Channel Engagement:** The Brazil release enables structured outreach plans across calls and emails, helping sales teams automate repetitive tasks, maintain consistent customer engagement, and improve productivity. * **No-Code Sequence Management:** Sales operations teams can build and adjust engagement sequences without developer input, simplifying maintenance and adaptation of outreach playbooks. * **Visibility and Scalability:** Sales leaders gain insights into sequence performance, allowing them to scale effective engagement strategies across different territories. ## Upgrade and Activation Details * **Pre-Upgrade Considerations:** Customers with sequences using the deprecated "Schedule call" activity before Zurich must update to the new activity to restore click-to-call functionality during runtime. * **Activation:** Customer Engagement Sequences can be installed from the ServiceNow Store. In Brazil, assign delegated developer roles to users who will manage sequences without requiring system administrator privileges. * **Additional Requirements:** Email-based sequences in Brazil require the User Mailbox Integration plugin to be active, enabling the system to detect email replies automatically. * **Localization:** The application supports multiple languages including Arabic, Brazilian Portuguese, Chinese, French, German, Japanese, Korean, Spanish, and others, with language packs installed automatically based on the system language plugin. ## Practical Benefits for ServiceNow Customers * Automate and standardize customer outreach, reducing manual follow-ups and missed opportunities. * Enable sales representatives to focus on high-value activities through automation of routine engagement tasks. * Use no-code tools to create and modify engagement sequences, empowering sales operations teams and reducing dependency on developers. * Improve sales leadership insight into outreach effectiveness, facilitating data-driven scaling of successful sequences. * Ensure seamless upgrade experience by addressing deprecated features and following activation steps. Consolidated page of all release notes for Customer Engagement Sequences from Australia to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Customer Engagement Sequences release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Australia to Brazil. 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 Customer Engagement Sequences to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-customerengagementsequences-summary__entry__2} | Release | Release notes | |-|-| | Australia | Upgrade information : If you configured sequences with the Schedule call activity on a release before Zurich, the activity is now labeled Schedule call - Deprecated in the activity picker in Workflow Studio. Existing sequences continue to work, but the Call icon doesn't appear on the Callback number field on the Sequence Steps page during runtime. To enable the click-to-call capability, update the Customer Engagement Sequences application to use the new Schedule call activity. | | Brazil | No updates for this release. | [ ] ## New features Between your current release family and Brazil, new features were introduced for Customer Engagement Sequences. {#dfrn3-customerengagementsequences-summary__entry__8} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | [Lead nurturing email sequence](https://www.servicenow.com/docs/access?context=customize-lead-nurturing-email-sequence&family=brazil&ft:locale=en-US) : Accelerate lead nurturing by creating an email-based sequence that automates outreach and follow-up. A sample sequence is available with the application. When a lead with an email address is created, the sequence assigns a sequence task to the lead's owner, sends an initial outreach email, and automatically sends a follow-up email if there's no reply. If the prospect still hasn't responded, the sequence escalates to two call attempts, then updates the lead's work notes if no response is received on any channel. The sequence exits as soon as the prospect replies to an email or a call is resolved. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Customer Engagement Sequences features. {#dfrn3-customerengagementsequences-summary__entry__14} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Customer Engagement Sequences features or functionality were removed. {#dfrn3-customerengagementsequences-summary__entry__20} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some Customer Engagement Sequences features or functionality were deprecated. {#dfrn3-customerengagementsequences-summary__entry__26} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Activation information Review information on how to activate Customer Engagement Sequences. {#dfrn3-customerengagementsequences-summary__entry__32} | Release | Release notes | |-|-| | Australia | Activation information : Install Customer Engagement Sequences by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=australia&ft:locale=en-US). Important: Customer Engagement Sequences is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Brazil | Activation information : Install Customer Engagement Sequences (com.sn_crm_sequence) from the ServiceNow Store. Assign delegated developer roles to designated users so they can create and manage sequences without needing the system admin role. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Customer Engagement Sequences we have noted them here. {#dfrn3-customerengagementsequences-summary__entry__38} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | Additional requirements : Email-based sequences requires the User Mailbox Integration plugin (com.glide.email.user_mailbox.integration) to be active on your instance so that the sequence can detect email replies from prospects. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Customer Engagement Sequences we have noted them here. {#dfrn3-customerengagementsequences-summary__entry__44} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Customer Engagement Sequences, such as specific requirements or compliance levels. {#dfrn3-customerengagementsequences-summary__entry__50} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Customer Engagement Sequences we have noted them here. {#dfrn3-customerengagementsequences-summary__entry__56} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | Localization information : Customer Engagement Sequences is available in Arabic, Brazilian Portuguese, Chinese, Czech, Dutch, Finnish, French, French Canadian, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, and Turkish. Language packs are installed automatically when the corresponding ServiceNow AI Platform base system language plugin is active. | [ ] ## Highlight information If there are specific highlight considerations for Customer Engagement Sequences we have noted them here. {#dfrn3-customerengagementsequences-summary__entry__62} | Release | Release notes | |-|-| | Australia | * Enable click-to-call for agents using the new Schedule call activity that supports runtime outbound calling from sequence tasks. See [Customer Engagement Sequences](https://www.servicenow.com/docs/access?context=explore-customer-engagement-sequences&family=australia&ft:locale=en-US) for more information. | | Brazil | * Increase sales team productivity by automating repetitive outreach tasks so representatives can focus on high-value selling activities. * Deliver consistent, effective outreach at every stage of the customer relationship with structured, multi-channel engagement plans such as calls and emails. * Reduce missed follow-ups and speed up new-representative ramp-up by giving every representative a proven, predefined outreach playbook. * Build and adapt outreach sequences without developer effort using a no-code interface your sales operations team can maintain. * Give sales leaders visibility into what's working so they can scale high-performing sequences across territories. See [Customer Engagement Sequences](https://www.servicenow.com/docs/access?context=explore-customer-engagement-sequences&family=brazil&ft:locale=en-US) for more information. | [ ]