--- 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 ServiceNow Otto for Virtual Agent release notes for upgrades from Australia to Brazil # Combined ServiceNow Otto for Virtual Agent 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) 18 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 ServiceNow Otto for Virtual Agent Release Notes for Upgrades from Australia to Brazil This consolidated release note outlines the key new features, changes, deprecations, and upgrade information for ServiceNow Otto for Virtual Agent from the Australia release family to Brazil. It assists ServiceNow customers in preparing for the Brazil upgrade by detailing important pre- and post-upgrade tasks, feature enhancements, behavioral changes, and deprecations to expect. Show full answer Show less ## New Features * **Premium Chat Enhancements:** Cancel live agent requests via a Cancel button; view live agent status updates; configure voice dictation specifically for premium chat; embed chat widgets on third-party websites; and view all promoted topics on the premium chat greeting screen. * **Assistant Personalization and Branding:** Customize assistant tone, persona, and response length through personalization settings enabled by default; configure chat header, logo, and menu items for assistants like Employee Slate. * **Assistant Designer Improvements:** Automated evaluation of assistant conversations at scale using metrics like conversation success and skill accuracy; prompt library to create, edit, and reuse prompts for premium chat. * **Upload and Interactive Views:** Upload up to 10 files (up to 50 MB) including PDFs, Word, Excel, images directly into premium chat; switch between multiple interactive views such as knowledge base articles and catalog forms. * **Model Context Protocol (MCP) Servers:** Admins can assign MCP servers to assistants with role-based access control managing user permissions for MCP capabilities. * **Mobile and Platform Support:** Redesigned Now Assist for Virtual Agent optimized for mobile devices; premium chat is default for eligible new customers and integrated into the platform and ServiceNow Studio. * **Post-Chat Surveys:** Collect user feedback triggered upon agent task completion to gain timely insights. * **ServiceNow AI Platform Licensing Tiers:** Three tiers (Foundation, Advanced, Prime) provide access to AI features, generative AI skills, and autonomous workflows depending on license. ## Changes * **Agentic Orchestration:** AI agent skills are prioritized during skill discovery by default to guide users toward AI agent experiences over static content. * **System Properties:** The previous system property for toggling assistant personalization has been removed; personalization settings are now always visible. * **Assistant Designer Role-Based MCP Configuration:** Role-based MCP server configurations are no longer managed in Assistant Designer. * **Improved UI and Animations:** Updated Otto processing animation and refreshed org chart user interface for premium chat. * **Legacy Messages Migration:** Premium chat messages, fallbacks, closing topics, and survey topics are prefilled from legacy configurations for a smooth transition. ## Deprecations * **Agentic Support Page:** Deprecated without loss of functionality as all assistants now operate in agentic mode by default. * **Virtual Agent NLU and Lite:** These are prepared for future deprecation; they will be hidden on new instances but remain supported on existing ones. * **Channel Integration Applications:** Integrations such as Alexa, Amazon Connect IVR, and IBM Watson Assistant are being deprecated but will continue support for existing instances. * **Now LLM Service Models:** Older AI models are deprecated for new development; new models, including Gemma 4, are available for enhanced performance and sovereignty compliance. ## Upgrade and Activation * Upgrade to Brazil is available via the ServiceNow Store. * Activate Virtual Agent by enabling the Glide Virtual Agent plugin (admin role required). * ServiceNow Otto for Virtual Agent requires at least one Otto product or the Requestor Agents - Foundation plugin. * Browser support includes Google Chrome and Microsoft Edge. ## Localization and Accessibility * Dynamic Translation is supported for non-streaming conversations. * No new accessibility compliance changes reported in this release. ## Practical Benefits for ServiceNow Customers * Enhanced conversational AI capabilities through premium chat with richer interactive experiences and voice dictation support. * Improved assistant management with prompt libraries, conversation testing, and role-based MCP controls. * Simplified upgrade and activation processes with clear guidance and prefilled legacy configurations easing migration. * Greater flexibility to embed chat on external websites and mobile devices while maintaining consistent user experience. * Access to the latest AI models and licensing tiers tailored to organizational needs. * Future-proofing your virtual agent strategy by planning for deprecated features and embracing new capabilities. Consolidated page of all release notes for ServiceNow Otto for Virtual Agent from Australia to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Virtual Agent 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 ServiceNow Otto for Virtual Agent to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforvirtualagent-summary__entry__2} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | Upgrade information : You can upgrade ServiceNow Otto for Virtual Agent from the ServiceNow Store. | [ ] ## New features Between your current release family and Brazil, new features were introduced for ServiceNow Otto for Virtual Agent. {#dfrn3-servicenowottoforvirtualagent-summary__entry__8} | Release | Release notes | |-|-| | Australia | [Cancel live agent request](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=australia&ft:locale=en-US) : In premium chat, select the Cancel button on the banner while a live agent request is in process to cancel the request. After the request is canceled or the live agent connects to the chat, the banner disappears from chat. [Configure voice settings for a chat assistant](https://www.servicenow.com/docs/access?context=manage-chat-voice-exp&family=australia&ft:locale=en-US) : Turn voice dictation on or off for an assistant on the Voice experience page. For ServiceNow Otto for Virtual Agent assistants, voice dictation is only available for premium chat. For ServiceNow Otto panel -- Platform assistant, voice dictation is available for all chat experiences. Note: Voice dictation was previously known as voice input, which was enabled from within [Enable additional chat features](https://www.servicenow.com/docs/access?context=additional-chat-features&family=australia&ft:locale=en-US). [Display assistant on Platform or ServiceNow Studio](https://www.servicenow.com/docs/access?context=display-nap-assistant&family=australia&ft:locale=en-US) : For eligible new customers, premium chat is the default and the only available chat experience. If the assistant uses the Now LLM provider, the premium chat option isn't available. [Non-English language recognition for voice input](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=australia&ft:locale=en-US) : When you speak in the default language selected in your profile, even if this language is non-English, your speech is transcribed into text in that same language. [Testing assistant conversations](https://www.servicenow.com/docs/access?context=evaluations-ad&family=australia&ft:locale=en-US) : Measure the quality of your conversational assistant at scale with automated evaluations in Assistant Designer. Choose the metrics that define success for you, such as conversation success, conversation fluency, faithfulness, skill selection accuracy, and turn count. You can run them against your own test data set and ground truth. [Add the portable chat widget to a 3rd-party website](https://www.servicenow.com/docs/access?context=add-portable-va-client-website&family=australia&ft:locale=en-US) : Embed the chat widget for enhanced chat on third-party websites. [View all topics on the premium chat greeting screen](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=australia&ft:locale=en-US) : Select View all topics on the chat's greeting screen to show all promoted topics in premium chat. [Display assistant on Platform or ServiceNow Studio](https://www.servicenow.com/docs/access?context=display-nap-assistant&family=australia&ft:locale=en-US) : For eligible new customers, premium chat is the default and the only available chat experience. If the assistant uses the Now LLM provider, the premium chat option isn't available. [View Live Agent status updates](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=australia&ft:locale=en-US) : Routing messages and section headers indicate when the live agent has entered and left the chat in premium chat conversations. [Assign search sources](https://www.servicenow.com/docs/access?context=add-info-sources-assistant&family=australia&ft:locale=en-US) : Premium chat prefills messages with legacy messages that were previously configured in your standard or enhanced chat experiences.By default, portals and mobile apps that have enhanced chat with a dynamic, movable, and resizable window use the assistant search profile for both portal/mobile search and the assistant search. Admins can now turn off this behavior and continue to use the portal/mobile search profile independently.The Include AI Responses column shows whether the search source is included in the synthesized response. Within Assistant Designer, the setting is read-only. However, it can be modified in AI Search Admin console. [Select a display experience](https://www.servicenow.com/docs/access?context=display-assistant-portal-channel&family=australia&ft:locale=en-US) : Mobile custom apps support configuration of enhanced chat and premium chat display options, with availability dependent on the widget's current configuration. [Manage chat experience](https://www.servicenow.com/docs/access?context=manage-assistant-chat-experience&family=australia&ft:locale=en-US) : If you configured legacy messages and legacy fallbacks, your premium messages and premium fallbacks are prefilled with what you had in your legacy messages and legacy fallbacks. In this release, closing topics, closing messages, and survey topic are now prefilled.Closing topic, closing message, and survey topic are available for standard, enhanced, and premium chat for Now Assist in Virtual Agent. [Edit a chat assistant](https://www.servicenow.com/docs/access?context=edit-assistant&family=australia&ft:locale=en-US) : When editing an assistant with premium chat, create, edit, or delete prompts from the prompt library. Prompts help users ask better questions and get more accurate answers. Use the prompt library to manage prompts that users see in premium chat. Create your own prompts or use the default prompts. [Prompt library](https://www.servicenow.com/docs/access?context=now-assist-prompt-library&family=australia&ft:locale=en-US) : Browse and select from promoted prompt templates or save your own custom prompts, eliminating the need to retype frequently-used prompts within your chats. Access your reusable templates instantly from the omnibar for faster, more consistent conversations. [View uploaded documents in interactive view](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=australia&ft:locale=en-US) : When in premium chat conversations, you can upload a document and view it in the interactive view. [Assign search sources](https://www.servicenow.com/docs/access?context=add-info-sources-assistant&family=australia&ft:locale=en-US) : For premium chat, catalog items have improved fluidity; however, some of them are no longer conversational. They'll open in a catalog form instead. This applies to Now Assist in Virtual Agent assistants and Now Assist panel -- Platform assistant. [Select a display experience](https://www.servicenow.com/docs/access?context=display-assistant-portal-channel&family=australia&ft:locale=en-US) : * If your instance is eligible, you can opt into the premium chat experience. ServiceNow performs a set of readiness checks to see if your instance is eligible for premium chat. Premium chat is a contextual chat experience that appears throughout the platform, adapting its behavior and interface based on where users are and what they're doing. * An alert is shown when the instance is eligible for premium chat or when there is a possible delay for premium chat to appear as an option on your instance. * When editing the display experience of an existing portal or mobile widget, chat experience options depend on the existing configuration. * For channels, select channels from the Add channels drop-down list that integrate with the assistant. * For Microsoft Teams, edit the channel to toggle between standard and premium chat. [Display assistant on Platform or ServiceNow Studio](https://www.servicenow.com/docs/access?context=display-nap-assistant&family=australia&ft:locale=en-US) : An alert is shown when the instance is eligible for premium chat or when there is a possible delay for premium chat to appear as an option on your instance. [Brand and personalize an assistant](https://www.servicenow.com/docs/access?context=brand-assistant&family=australia&ft:locale=en-US) : Customize an assistant's tone, response length, and persona in the Personalization section when branding your assistant. By default, personalization is hidden.To enable personalization, set the appropriate values in the sn_nowassist_va.assistant_personalization system property. For more information, see [ServiceNow Otto for Virtual Agent system properties](https://www.servicenow.com/docs/access?context=nava-sys-props&family=australia&ft:locale=en-US). [Enable additional chat features](https://www.servicenow.com/docs/access?context=additional-chat-features&family=australia&ft:locale=en-US) : For Now Assist in Virtual Agent assistants, voice input is available for premium chat.For Now Assist panel -- Platform assistant, voice input is available for standard, enhanced, and premium chat. [Manage chat experience](https://www.servicenow.com/docs/access?context=manage-assistant-chat-experience&family=australia&ft:locale=en-US) : For premium chat, you can select a topic for fallback options.For premium messages, select the default greeting message, static greeting message, or select a custom topic. The static greeting message allows you to customize message.For premium chat, your premium messages and premium fallbacks are pre-filled with your legacy messages and legacy fallbacks. [Edit a chat assistant](https://www.servicenow.com/docs/access?context=edit-assistant&family=australia&ft:locale=en-US) : View All assets to see the assets that are assigned to an assistant.There is no limit to the number of assets that can be promoted.If an active asset is promoted, and later is set to inactive, the asset is not shown in the Discoverable, Visible, and Promoted lists. [ServiceNow Otto for Virtual Agent system properties](https://www.servicenow.com/docs/access?context=nava-sys-props&family=australia&ft:locale=en-US) : Use the sn_nowassist_va.assistant_personalization system property to show or hide chat personalization when branding an assistant. Personalization determines the tone of the assistant, response length, and persona. [Post-chat surveys](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=australia&ft:locale=en-US) : Collect user feedback in premium chats through post-chat surveys that trigger on agent task completion instead of waiting for a chat-end event. When an agent completes a task in an agentic flow, the survey can surface based on a configured probability, enabling you to gather insights that were previously unavailable. [View assistants](https://www.servicenow.com/docs/access?context=view-assistants&family=australia&ft:locale=en-US) : If you have the com.snc.ex_ai_portal (Employee Slate) app installed, the default Employee Slate assistant is shown, and Employee Slate is mapped to it by default. The default Employee Slate assistant can be activated, deactivated, edited, and tested. It can't be deleted. [Select a display experience](https://www.servicenow.com/docs/access?context=display-assistant-portal-channel&family=australia&ft:locale=en-US) : The default Employee Slate assistant comes with premium chat. Premium chat is a contextual chat experience that appears throughout the platform, adapting its behavior and interface based on where users are and what they're doing. [Brand and personalize an assistant](https://www.servicenow.com/docs/access?context=brand-assistant&family=australia&ft:locale=en-US) : For the default Employee Slate assistant, configure premium chat branding. Select and configure the chat header, chat logo, and chat menu items such as a phone number, email, and link.A Channels section is shown for Now Assist in Virtual Agent assistants and the default Employee Slate assistant if a channel is configured in the display experience. [Manage chat experience](https://www.servicenow.com/docs/access?context=manage-assistant-chat-experience&family=australia&ft:locale=en-US) : Depending on your configuration, different greeting, closing, and fallback options may appear. Legacy messages (chat messages) and legacy fallbacks (chat fallbacks) are shown when at least one display experience has standard chat or enhanced chat. Premium messages and premium fallbacks are shown when at least one display experience has premium chat. [Test a chat assistant](https://www.servicenow.com/docs/access?context=test-assistant&family=australia&ft:locale=en-US) : Test your chat assistant (standard, enhanced, or premium chat) to simulate an end-to-end conversation before moving your experience into a production environment. [Assistant Designer Asset library](https://www.servicenow.com/docs/access?context=vad-topics-page&family=australia&ft:locale=en-US) : Use the Test Assistant button to test your LLM assistant in Standard, Enhanced, and Premium Chat, after adding chat experiences in Assistant Designer's Assistants tab. [Now Assist in Virtual Agent on mobile](https://www.servicenow.com/docs/access?context=now-assist-mobile-va&family=australia&ft:locale=en-US) : Use the modified version of Now Assist in Virtual Agent on your mobile device. This redesigned version adapts to smaller screens without losing functionality or clarity. [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&family=australia&ft:locale=en-US) : The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available: * Foundation: AI basics to deliver insights * Advanced: AI to boost productivity across relevant use cases * Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. [Premium chat experience for Now Assist Panel - Platform (default) assistant](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=australia&ft:locale=en-US) : The Now Assist Panel - Platform (default) assistant now has the premium chat experience configured by default. [Switch between interactive views](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=australia&ft:locale=en-US) : In premium chat conversations, switch between multiple interactive views through the drop-down selector including Knowledge Base articles, catalog forms, org charts, and AI agent widgets. [Assign Model Context Protocol (MCP) servers to an assistant](https://www.servicenow.com/docs/access?context=assign-mcp-servers&family=australia&ft:locale=en-US) : Admins can assign configured Model Context Protocol (MCP) servers to assistants. Role-based access can be configured for each assigned MCP server to control which users can access MCP-provided capabilities through the assistant. [Brand and personalize an assistant](https://www.servicenow.com/docs/access?context=brand-assistant&family=australia&ft:locale=en-US) : Enable estimated wait time for the next live agent. When enabled, users see the estimated wait time for the live agent in the chat menu item. [Enable additional chat features](https://www.servicenow.com/docs/access?context=additional-chat-features&family=australia&ft:locale=en-US) : Premium chat now supports uploading documents directly into a conversation. [Review settings](https://www.servicenow.com/docs/access?context=review-assistant-settings&family=australia&ft:locale=en-US) : The MCP servers section shows which users can access Model Context Protocol (MCP)-provided capabilities through the assistant. [ServiceNow Otto for Virtual Agent system properties](https://www.servicenow.com/docs/access?context=nava-sys-props&family=australia&ft:locale=en-US) : Personalization is now shown by default. | | Brazil | [Cancel live agent request](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=brazil&ft:locale=en-US) : In premium chat, select the Cancel button on the banner while a live agent request is in process to cancel the request. After the request is cancelled or the live agent connects to the chat, the banner disappears from chat. [Configure voice settings for a chat assistant](https://www.servicenow.com/docs/access?context=manage-chat-voice-exp&family=brazil&ft:locale=en-US) : Turn voice dictation on or off for an assistant on the Voice experience page. For ServiceNow Otto for Virtual Agent assistants, voice dictation is only available for premium chat. For ServiceNow Otto panel -- Platform assistant, voice dictation is available for all chat experiences. Note: Voice dictation was previously known as voice input, which was enabled from within [Enable additional chat features](https://www.servicenow.com/docs/access?context=additional-chat-features&family=brazil&ft:locale=en-US). [Display assistant on Platform or ServiceNow Studio](https://www.servicenow.com/docs/access?context=display-nap-assistant&family=brazil&ft:locale=en-US) : For eligible new customers, premium chat is the default and the only available chat experience. If the assistant uses the Now LLM provider, the premium chat option isn't available. [Non-English language recognition for voice input](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=brazil&ft:locale=en-US) : When you speak in the default language selected in your profile, even if this language is non-English, your speech is transcribed into text in that same language. [Testing assistant conversations](https://www.servicenow.com/docs/access?context=evaluations-ad&family=brazil&ft:locale=en-US) : Measure the quality of your conversational assistant at scale with automated evaluations in Assistant Designer. Choose the metrics that define success for you, such as conversation success, conversation fluency, faithfulness, skill selection accuracy, and turn count. You can run them against your own test data set and ground truth. [Display assistant on Platform or ServiceNow Studio](https://www.servicenow.com/docs/access?context=display-nap-assistant&family=brazil&ft:locale=en-US) : For eligible new customers, premium chat is the default and the only available chat experience. If the assistant uses the Now LLM Service provider, the premium chat option isn't available. [Embed on third-party sites for enhanced chat](https://www.servicenow.com/docs/access?context=add-portable-va-client-website&family=brazil&ft:locale=en-US) : Embed the chat widget for enhanced chat on third-party websites. [View all topics on the premium chat greeting screen](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=brazil&ft:locale=en-US) : Select View all topics on the chat's greeting screen to show all promoted topics in premium chat. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing ServiceNow Otto for Virtual Agent features. {#dfrn3-servicenowottoforvirtualagent-summary__entry__14} | Release | Release notes | |-|-| | Australia | [Enable additional chat features](https://www.servicenow.com/docs/access?context=additional-chat-features&family=australia&ft:locale=en-US) : The Prioritize AI agents during skills discovery option is available when configuring additional chat features. Because all assistants now use agentic orchestration by default, AI agent skills are available during skills discovery. Turning on this option gives AI agents priority over other assets (such as knowledge bases and Q\&A modules) when the assistant discovers skills. If your assistant has overlapping skills, for example, a knowledge base article and an AI agent that both answer the same question, this setting lets you decide which one is prioritized, so you can steer users toward the AI agent experience instead of a static article. [ServiceNow Otto for Virtual Agent system properties](https://www.servicenow.com/docs/access?context=nava-sys-props&family=australia&ft:locale=en-US) : The sn_nowassist_va.assistant_personalization system property is removed from the admin experience. This property previously let admins show or hide chat personalization options (agent persona, tone, and response length) when [branding an assistant](https://www.servicenow.com/docs/access?context=brand-assistant&family=australia&ft:locale=en-US). By default, all settings are shown. [Updated Otto processing animation](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=australia&ft:locale=en-US) : View an updated Otto processing animation. [Assign Model Context Protocol (MCP) servers to an assistant](https://www.servicenow.com/docs/access?context=assign-mcp-servers&family=australia&ft:locale=en-US) : Role-based configuration is no longer stored or managed within Assistant Designer. [Upload files improvements](https://www.servicenow.com/docs/access?context=upload-documents-na-va&family=australia&ft:locale=en-US) : Upload up to 10 files or 50 MB for the following file types: PDF native, PDF OCR, Word, PPTX, Excel, CSV, TXT, JPEG, PNG for premium chat in ServiceNow Otto for Virtual Agent and Otto panel. [Refresh to the organization chart user interface](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=australia&ft:locale=en-US) : The org chart's user interface was updated for premium chat in ServiceNow Otto for Virtual Agent and ServiceNow Otto panel. [Brand and personalize an assistant](https://www.servicenow.com/docs/access?context=brand-assistant&family=australia&ft:locale=en-US) : In Assistant DesignerAssistantsBranding, the standard chat and enhanced chat sections are condensed into one section. [Now Assist \> ServiceNow Otto® announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&family=australia&ft:locale=en-US) : ServiceNow Otto introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [Assistant Designer Asset library](https://www.servicenow.com/docs/access?context=vad-topics-page&family=australia&ft:locale=en-US): actions for this row icon : The tooltip for the Discoverable and Visible options now explains that Setup topics can't be discoverable or visible, as they aren't editable by users. The Live Agent topic is excepted. | | Brazil | [Enable additional chat features](https://www.servicenow.com/docs/access?context=additional-chat-features&family=brazil&ft:locale=en-US) : The Prioritize AI agents during skills discovery option is available when configuring additional chat features. Because all assistants now use agentic orchestration by default, AI agent skills are available during skills discovery. Turning on this option gives AI agents priority over other assets (such as knowledge bases and Q\&A modules) when the assistant discovers skills. If your assistant has overlapping skills (for example, a knowledge base article and an AI agent that both answer the same question), this setting lets you decide which one is prioritized, so you can steer users toward the AI agent experience instead of a static article. [ServiceNow Otto for Virtual Agent system properties](https://www.servicenow.com/docs/access?context=nava-sys-props&family=brazil&ft:locale=en-US) : The sn_nowassist_va.assistant_personalization system property is removed from the admin experience. This property previously let admins show or hide chat personalization options (agent persona, tone, and response length) when [branding an assistant](https://www.servicenow.com/docs/access?context=brand-assistant&family=brazil&ft:locale=en-US). By default, all settings are shown. [Assign Model Context Protocol (MCP) servers to an assistant](https://www.servicenow.com/docs/access?context=assign-mcp-servers&family=brazil&ft:locale=en-US) : Role-based configuration is no longer stored or managed within Assistant Designer. [Upload files improvements](https://www.servicenow.com/docs/access?context=upload-documents-na-va&family=brazil&ft:locale=en-US) : Upload up to 10 files or 50 MB for the following file types: PDF native, PDF OCR, Word, PPTX, Excel, CSV, TXT, JPEG, PNG for premium chat in ServiceNow Otto for Virtual Agent and Otto panel. [Updated ServiceNow Otto processing animation](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=brazil&ft:locale=en-US) : View an updated ServiceNow Otto processing animation. | [ ] ## Removed Between your current release family and Brazil, some ServiceNow Otto for Virtual Agent features or functionality were removed. {#dfrn3-servicenowottoforvirtualagent-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 ServiceNow Otto for Virtual Agent features or functionality were deprecated. {#dfrn3-servicenowottoforvirtualagent-summary__entry__26} | Release | Release notes | |-|-| | Australia | Agentic support page : The Agentic support page has been deprecated for ServiceNow Otto for Virtual Agent and ServiceNow Otto panel - Platform. There is no loss of functionality previously provided by the Agentic support page. By default, all existing assistants operate in agentic mode. The Prioritize AI agents during skills discovery option is available when configuring [additional chat features](https://www.servicenow.com/docs/access?context=additional-chat-features&family=australia&ft:locale=en-US). * Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. We're committed to bringing you the latest industry advancements while maintaining sovereignty-focused options, all hosted and governed by ServiceNow with the infrastructure and data protections you rely on today. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the [KB3066214: ServiceNow Otto Model Upgrades](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3066214) article in the Now Support Knowledge Base. * * | | Brazil | Agentic support page : The Agentic support page has been deprecated for ServiceNow Otto for Virtual Agent and ServiceNow Otto panel - Platform. There is no loss of functionality previously provided by the Agentic support page. By default, all existing assistants operate in agentic mode. The Prioritize AI agents during skills discovery option is available when configuring [additional chat features](https://www.servicenow.com/docs/access?context=additional-chat-features&family=brazil&ft:locale=en-US). [Deprecation of Virtual Agent for NLU and keywords](https://www.servicenow.com/docs/access?context=virtual-agent-landing-page-nlu&family=brazil&ft:locale=en-US) : Starting with the Brazil release, Virtual Agent for NLU and Virtual Agent Lite are being prepared for future deprecation. They will eventually be hidden and no longer activated on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base. [Deprecation of Virtual Agent channel integrations applications](https://www.servicenow.com/docs/access?context=integrate-virtual-agent-nlu&family=brazil&ft:locale=en-US) : Starting with the Brazil release, the following Virtual Agent channel integration applications are being prepared for future deprecation: * [Conversational Integration with Alexa](https://www.servicenow.com/docs/access?context=conv-integ-alexa&family=brazil&ft:locale=en-US) * [Conversational IVR with Amazon Connect](https://www.servicenow.com/docs/access?context=va-ivr-voice&family=brazil&ft:locale=en-US) * [IBM Watson Assistant conversations](https://www.servicenow.com/docs/access?context=va-ibm-watson-assistant-config&family=brazil&ft:locale=en-US) They will eventually be hidden and no longer activated on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base. [Now LLM Service deprecation notice](https://www.servicenow.com/docs/access?context=now-llm-model-updates&family=brazil&ft:locale=en-US) : Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. The latest industry advancements are available alongside sovereignty-focused options. All models are hosted and governed by ServiceNow with the same infrastructure and data protections. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the [KB3066214: ServiceNow Otto Model Upgrades](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3066214) article in the Now Support Knowledge Base. | [ ] ## Activation information Review information on how to activate ServiceNow Otto for Virtual Agent. {#dfrn3-servicenowottoforvirtualagent-summary__entry__32} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | Activation information : Virtual Agent is available with activation of the Glide Virtual Agent plugin (com.glide.cs.chatbot) if you have the admin role. For details, see [Activate Virtual Agent](https://www.servicenow.com/docs/access?context=activate-virtual-agent&family=brazil&ft:locale=en-US). Once activated, you can install ServiceNow Otto for Virtual Agent 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=brazil&ft:locale=en-US). Note: ServiceNow Otto for Virtual Agent is available in the ServiceNow Store. For details, see the following activation information. | [ ] ## Additional requirements If any additional requirements were introduced or changed for ServiceNow Otto for Virtual Agent we have noted them here. {#dfrn3-servicenowottoforvirtualagent-summary__entry__38} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | Additional requirements : ServiceNow Otto for Virtual Agent requires at least one ServiceNow Otto product or the Requestor Agents - Foundation plugin. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for ServiceNow Otto for Virtual Agent we have noted them here. {#dfrn3-servicenowottoforvirtualagent-summary__entry__44} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | Browser requirements : Virtual Agent supports various browsers, including Google Chrome and Microsoft Edge. For more information, see [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=brazil&ft:locale=en-US). | [ ] ## Accessibility information Review details on accessibility information for ServiceNow Otto for Virtual Agent, such as specific requirements or compliance levels. {#dfrn3-servicenowottoforvirtualagent-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 ServiceNow Otto for Virtual Agent we have noted them here. {#dfrn3-servicenowottoforvirtualagent-summary__entry__56} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | Localization information : Dynamic Translation is supported for non-streaming ServiceNow Otto for Virtual Agent conversations. For more information, see [Translate conversations](https://www.servicenow.com/docs/access?context=dynamic-translation-va&family=brazil&ft:locale=en-US). | [ ] ## Highlight information If there are specific highlight considerations for ServiceNow Otto for Virtual Agent we have noted them here. {#dfrn3-servicenowottoforvirtualagent-summary__entry__62} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | * Use a conversation designer to build and test conversations without scripting or advanced skills. * Empower users to self-serve with AI agents, enhanced or premium chat with AI Search, conversational catalog skills, and more. * Seamlessly transfer the entire conversation history and context to the right human agent so they can quickly address any escalations and resolve user issues. See [Virtual Agent](https://www.servicenow.com/docs/access?context=virtual-agent-landing-page&family=brazil&ft:locale=en-US) for more information. | [ ] *[\>]: and then