Combined Agent Chat release notes for upgrades from Xanadu to Australia

  • Release version: Australia
  • Updated July 20, 2026
  • 3 minutes to read
    • Summarize
    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 Xanadu to Australia

    This consolidated guide provides ServiceNow customers with essential information about upgrading the Agent Chat product from the Xanadu release family through to Australia. It summarizes the new features, changes, removals, deprecations, activation instructions, and other relevant notes across these releases. The page is designed to help customers prepare for and smoothly execute their upgrades by highlighting important updates and considerations specific to Agent Chat.

    Show full answer Show less

    New Features

    • Xanadu: Introduced Trigger Now Assist, which enables agents to generate AI-recommended responses during live chats. Agents can edit these responses or adjust their length using Now Assist.
    • Xanadu: Added support for multiple languages in chat summarizations. Administrators can configure availability of chat summarization by specifying channels and roles within the Now Assist Admin console.
    • Zurich: Added enhanced third-party chat integrations that allow real-time message updates, proper attribution of bot messages to customers and agents, support for agent and queue transfers to third-party chat systems, and configuration options to show or hide features based on Contact Center as a Service (CCaaS) chat integration requirements.

    No new features were introduced in Yokohama or Australia releases.

    Changes, Removals, and Deprecations

    There were no changes, removals, or deprecations to Agent Chat features across all listed releases from Xanadu through Australia.

    Activation Information

    • Xanadu and Zurich: Agent Chat is part of the ServiceNow AI Platform and requires activation of the Agent Chat plugin (com.glide.interaction.awa).
    • No updates or changes to activation procedures occurred in Yokohama or Australia.

    Additional Notes

    • No updates were made regarding additional requirements, browser compatibility, accessibility, or localization for Agent Chat across any release.
    • Highlighted features include the use of Trigger Now Assist introduced in Xanadu and integration capabilities with third-party chat applications introduced in Zurich.

    Practical Implications for ServiceNow Customers

    When upgrading Agent Chat from Xanadu to Australia, customers can expect:

    • AI-driven assistance for agents with customizable recommended responses to improve response efficiency and customer experience.
    • Multilingual summarization capabilities to better serve diverse user bases.
    • Enhanced third-party chat integration support enabling seamless communication across various chat platforms, including real-time updates and transfer capabilities.
    • Stable feature set with no removals or deprecations, ensuring continuity and reducing upgrade risk.
    • A straightforward activation process via the Agent Chat plugin with no changes across these releases.

    Reviewing and completing pre- and post-upgrade tasks remains essential for a smooth transition.

    Consolidated page of all release notes for Agent Chat from Xanadu 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 Xanadu 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.

    Release Release notes

    Xanadu

    		 No updates for this release.

    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.

    Release Release notes

    Xanadu
    Use
    Trigger Now Assist while interacting with users in Agent Chat to generate a recommended response. You can edit the recommended response or have Now Assist shorten or lengthen it.
    Use
    Agent Chat supports multiple languages in chat summarizations.
    Configure when and to whom chat summarization is available by specifying channels and roles in the Now Assist Admin console.

    Yokohama

    		 No updates for this release.

    Zurich
    Third-party chat integrations
    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.

    Release Release notes

    Xanadu

    		 No updates for this release.

    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.

    Release Release notes

    Xanadu

    		 No updates for this release.

    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.

    Release Release notes

    Xanadu

    		 No updates for this release.

    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.

    Release Release notes

    Xanadu

    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 Configure.

    Yokohama

    		 No updates for this release.

    Zurich

    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.

    Australia

    		 No updates for this release.

    Additional requirements

    If any additional requirements were introduced or changed for Agent Chat we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    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.

    Release Release notes

    Xanadu

    		 No updates for this release.

    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.

    Release Release notes

    Xanadu

    		 No updates for this release.

    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.

    Release Release notes

    Xanadu

    		 No updates for this release.

    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.

    Release Release notes

    Xanadu

    Trigger Now Assist to generate a recommended response while interacting with users in Agent Chat.

    See Agent Chat for more information.

    Yokohama

    		 No updates for this release.

    Zurich

    Integrate and use Agent Chat with third-party chat apps.

    See Using Agent Chat for more information.

    Australia

    		 No updates for this release.