--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-yokohama-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3by bundleId : - delta3by --- # Combined Agent Chat release notes for upgrades from Yokohama to Brazil # Combined Agent Chat release notes for upgrades from Yokohama 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 Agent Chat Release Notes for Upgrades from Yokohama to Brazil This consolidated release notes document assists ServiceNow customers in preparing for upgrades of Agent Chat from the Yokohama release family through to Brazil. It provides a comprehensive view of new features, changes, activation details, and important upgrade tasks across these releases, focusing on practical implications for customer service operations. Show full answer Show less ## Key Features * **Third-party Chat Integrations (Zurich):** Enhanced real-time message updates from third-party chat providers, accurate attribution of bot messages to customers and agents, support for agent and queue transfers to third-party systems, and configurable visibility of capabilities based on Contact Center as a Service (CCaaS) requirements. * **Agent Chat Inbox Notifications (Brazil):** New notification flags alert agents to newly assigned work items even when working outside the workspace, reducing the risk of missed assignments. * **Natural Language Interaction (Brazil):** Agents can interact using natural language, simplifying customer inquiry handling without navigating complex interfaces. * **Workflow Integration (Brazil):** Direct connection to ServiceNow workflows enables agents to access customer context, update records, and resolve issues seamlessly within the Agent Chat interface. * **AI-powered Automation (Brazil):** AI handles routine inquiries, allowing agents to focus on complex and high-value interactions, thereby improving productivity and job satisfaction. ## Activation Information Agent Chat is a feature of the ServiceNow AI Platform and requires activation of the Agent Chat plugin (com.glide.interaction.awa). This applies starting from Zurich and continues through Brazil. Customers should review the configuration guidelines to enable Agent Chat effectively. The feature is available via the ServiceNow Store. ## Upgrade Considerations Across all releases from Yokohama to Brazil, there were no removals, deprecations, or changes to existing Agent Chat features, ensuring stability during upgrade. Customers should review pre- and post-upgrade tasks outlined in the release notes to ensure a smooth transition. ## Additional Notes * No updates were made to browser requirements, accessibility, localization, or highlight information between Yokohama and Brazil. * For releases without specific updates (e.g., Yokohama, Australia), the notes explicitly confirm no changes to Agent Chat features. By understanding these details, ServiceNow customers can confidently upgrade their Agent Chat capabilities to Brazil, enjoying enhanced integration, notifications, and AI-driven efficiencies that improve agent experience and customer service outcomes. Consolidated page of all release notes for Agent Chat from Yokohama to Brazil. ## 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 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 Agent Chat to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-agentchat-summary__entry__2} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## New features Between your current release family and Brazil, new features were introduced for Agent Chat. {#dfrn3-agentchat-summary__entry__12} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | 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. | | Brazil | Customize Agent Chat inbox : Receive notifications of newly assigned work items in your inbox, even when you're working outside of the workspace. This new notification flag ensures that you don't miss assignments. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Agent Chat features. {#dfrn3-agentchat-summary__entry__22} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Agent Chat features or functionality were removed. {#dfrn3-agentchat-summary__entry__32} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some Agent Chat features or functionality were deprecated. {#dfrn3-agentchat-summary__entry__42} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Activation information Review information on how to activate Agent Chat. {#dfrn3-agentchat-summary__entry__52} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | 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. | | Brazil | 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 [Configure](https://www.servicenow.com/docs/access?context=ci-agent-chat-configuring&family=brazil&ft:locale=en-US). | [ ] ## Additional requirements If any additional requirements were introduced or changed for Agent Chat we have noted them here. {#dfrn3-agentchat-summary__entry__62} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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__72} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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__82} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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__92} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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__102} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | 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. | | Brazil | * Agents interact using natural language, reducing the learning curve and allowing them to handle customer inquiries more intuitively without navigating complex menus or forms. * Agent Chat connects directly to ServiceNow workflows, enabling agents to access customer context, update records, and resolve issues without switching between systems. * AI-powered responses and automation handle routine inquiries, freeing agents to focus on complex, high-value interactions and improving overall productivity and job satisfaction. See [Agent Chat](https://www.servicenow.com/docs/access?context=ci-use-agent-chat&family=brazil&ft:locale=en-US) for more information. | [ ]