Combined Agent Chat release notes for upgrades from Yokohama to Australia

  • Release version: Australia
  • Updated July 20, 2026
  • 3 minutes to read
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    Summary of Combined Agent Chat release notes for upgrades from Yokohama to Australia

    This consolidated guide provides a comprehensive view of all Agent Chat release notes relevant for upgrades from Yokohama through Australia. It helps ServiceNow customers understand the new features, changes, deprecations, and activation details across these releases, focusing on practical upgrade preparation and post-upgrade tasks.

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    New Features

    • Zurich Release: Introduced enhancements for third-party chat integrations, including:
      • Real-time message updates from third-party chat providers in the 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.
    • Yokohama and Australia Releases: No new features were added.

    Changes, Removals, and Deprecations

    No changes, removals, or deprecations were recorded for Agent Chat features between Yokohama and Australia releases, ensuring feature stability for your upgrade.

    Activation Information

    • Zurich Release: Agent Chat became available as part of the ServiceNow AI Platform by activating the Agent Chat plugin (com.glide.interaction.awa). Customers should refer to configuration guides for setup.
    • Yokohama and Australia Releases: No updates on activation steps.

    Additional Requirements and Browser Compatibility

    No new or changed additional requirements or browser compatibility notes were introduced across the releases from Yokohama to Australia.

    Accessibility and Localization

    There were no updates related to accessibility compliance or localization considerations in these releases.

    Highlight Information

    • Zurich Release: Enhanced integration and usage of Agent Chat with third-party chat applications were highlighted to improve cross-platform communication.
    • Yokohama and Australia Releases: No additional highlights.

    Practical Implications for ServiceNow Customers

    If you are upgrading Agent Chat from Yokohama to Australia, expect no major feature changes in Australia itself, but take advantage of Zurich’s third-party chat integration improvements. Ensure the Agent Chat plugin is activated as per Zurich release guidance and review configuration settings to leverage the enhanced integrations. No additional browser or accessibility adjustments are required for these upgrades, simplifying your planning and deployment efforts.

    Consolidated page of all release notes for Agent Chat from Yokohama 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 Yokohama 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

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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.