--- 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 ServiceNow Otto for Virtual Agent release notes for upgrades from Yokohama to Brazil # Combined ServiceNow Otto for Virtual Agent 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) 25 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 Yokohama to Brazil This consolidated release notes document covers all key updates, new features, changes, deprecations, and important upgrade information for ServiceNow Otto for Virtual Agent from the Yokohama through the Brazil releases. It is designed to assist ServiceNow customers in preparing for and managing upgrades, highlighting enhancements in conversational AI capabilities, assistant design, chat experiences, integrations, and system properties. Show full answer Show less ## Key Features * **Assistant Designer:** Centralized administration for creating and managing LLM-based chat and voice assistants. It includes Assistants, Asset Library (formerly Virtual Agent Designer), and Analytics for comprehensive assistant development and monitoring. * **Conversational and Chat Settings:** Manage asset-specific settings directly from the Asset Library. Enhanced voice dictation capabilities are available, including non-English language recognition and toggling voice input on/off per assistant or chat experience level. * **Virtual Agent Designer Improvements:** Streamlined UI with tabs replacing pills, new AI agents and agentic workflows tabs, and enhanced testing tools that allow direct chat widget testing from the design canvas. * **AI Connector Utility:** Integration of AI agents to handle tasks with prioritization options during skill discovery, allowing steering users towards AI agent experiences over static knowledge articles. * **Premium Chat Experience:** Contextual chat interface available by default for eligible customers, featuring adaptive responses, interactive views (Knowledge Base, catalog forms, org charts), document upload (up to 10 files/50MB), and post-chat surveys triggered on agent task completion. * **Multichannel Support and Integrations:** Support for Microsoft Teams, Slack synthesized responses, Google Workspace chat integration, and embedding chat widgets on third-party websites for enhanced engagement. * **Agentic Orchestration and AI Model Updates:** Default agentic mode for assistants with dynamic prioritization of AI agents. Introduction of Gemma 4 open-weight model in Now LLM Service offering advanced AI capabilities with maintained data sovereignty and governance. * **Role-based Access and MCP Server Assignment:** Admins can assign Model Context Protocol servers to assistants and configure user access, enhancing control over AI-powered features. * **Branding and Personalization:** Options to customize assistant tone, persona, and response length are enabled by default, allowing tailored user interactions. ## Important Upgrade and Activation Information * ServiceNow Otto for Virtual Agent can be upgraded via the ServiceNow Store; activation requires the Glide Virtual Agent plugin and appropriate admin roles. * Minimum requirement includes at least one ServiceNow Otto product or the Requestor Agents - Foundation plugin. * Supported browsers include Google Chrome and Microsoft Edge. * Dynamic Translation supports non-streaming conversations to facilitate multilingual engagements. ## Key Changes * UI updates such as replacement of pills with tabs in Virtual Agent Designer, modernized input bars, and streamlined chat buttons. * Improvements in topic management, including better unpublished changes tracking and recovery options. * Enhanced handling of chat messages, fallbacks, and greeting configurations, with seamless pre-filling from legacy messages. * Removal of role-based configuration storage from Assistant Designer for MCP servers. ## Deprecations and Removals * Removal of support for Now Assist in Conversational IVR starting from Yokohama release. * Preparation for deprecation of Virtual Agent for NLU, Virtual Agent Lite, and certain channel integration apps (Alexa, Amazon Connect, IBM Watson Assistant) beginning with the Brazil release; these will remain supported but hidden for new instances. * Agentic support page deprecated in Brazil with no loss of functionality, as agentic mode is now default. * Older AI models in Now LLM Service phased out for new development; Gemma 4 introduced as the latest AI model. * Removal of the system property controlling chat personalization visibility; personalization options are now always shown by default. ## Testing and Quality Assurance * Automated evaluation tools in Assistant Designer enable large-scale quality measurement using metrics such as conversation success, fluency, faithfulness, skill accuracy, and turn count. * Test Assistant functionality allows simulation of end-to-end conversations across standard, enhanced, and premium chat experiences before production deployment. ## Practical Benefits for ServiceNow Customers * Simplified and centralized assistant creation and management with enhanced AI capabilities to improve user self-service and automate workflows. * Flexible chat experiences that adapt to user context and platform, improving engagement and support efficiency. * Improved integrations with collaboration tools and third-party websites extend conversational AI reach. * Robust administrative controls ensure security, compliance, and tailored user experiences. * Clear upgrade path with detailed pre- and post-upgrade tasks and compatibility checks. Consolidated page of all release notes for ServiceNow Otto for Virtual Agent from Yokohama 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 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 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 | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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__12} | Release | Release notes | |-|-| | Yokohama | [Assistant Designer](https://www.servicenow.com/docs/access?context=assistant-designer&family=yokohama&ft:locale=en-US) : Create and manage LLM-based chat and voice assistants within Assistant Designer, a centralized assistant administrator experience. Assistant Designer is comprised of three main areas: Assistants, Asset library (previously Virtual Agent Designer), and Analytics. [Conversational settings](https://www.servicenow.com/docs/access?context=asset-lib-conv-settings&family=yokohama&ft:locale=en-US)Conversational settings : Manage the settings for an asset directly from the Asset library page. [Create a Virtual Agent topic](https://www.servicenow.com/docs/access?context=create-virtual-agent-topic&family=yokohama&ft:locale=en-US) : Start the create flow for all supported conversational LLM assets directly from Virtual Agent Designer. [Assistants in Virtual Agent Designer](https://www.servicenow.com/docs/access?context=conversation-designer-virtual-agent&family=yokohama&ft:locale=en-US) : The Now Assist Panel - Platform (default) assistant is now available in Virtual Agent Designer. [AI Connector utility](https://www.servicenow.com/docs/access?context=vad-ai-connector-utility&family=yokohama&ft:locale=en-US) : Select AI agents to handle tasks in the AI Connector utility. For more information on AI agents in Virtual Agent Designer, see [Managing AI agents](https://www.servicenow.com/docs/access?context=managing-use-cases-ai-agents&family=yokohama&ft:locale=en-US) and [Using AI agents in Virtual Agent topics](https://www.servicenow.com/docs/access?context=ai-agent-custom-skill&family=yokohama&ft:locale=en-US). Virtual Agent Designer [Table bot response control](https://www.servicenow.com/docs/access?context=table-bot-response&family=yokohama&ft:locale=en-US) : Slide the new Show links for each record toggle switch to activate links for each record in the output in your Virtual Agent conversation. Virtual Agent server : * In chatHandshake, set dynamic_step_loader_enabled to true to send stacked Agentic AI messages to server. Set dynamic_step_loader_enabled to false to avoid sending messages. * Pre-chat and post-chat surveys are now available for Anthropic Claude on AWS and Google Gemini LLMs. For more information on surveys, see [Chat surveys](https://www.servicenow.com/docs/access?context=ci-conversational-chat-surveys&family=yokohama&ft:locale=en-US). [AI Connector Utility](https://www.servicenow.com/docs/access?context=vad-ai-connector-utility&family=yokohama&ft:locale=en-US) : Link custom skills to generative AI to add their functionality to LLM conversations. [AI agents and agentic workflows in Virtual Agent Designer](https://www.servicenow.com/docs/access?context=managing-use-cases-ai-agents&family=yokohama&ft:locale=en-US) : View AI agents and agentic workflows created in AI Agent Studio in Virtual Agent Designer. [Shorten responses option for bot text response](https://www.servicenow.com/docs/access?context=va-text-response&family=yokohama&ft:locale=en-US) : For bot text responses, use the Shorten responses toggle in Virtual Agent Designer to turn on the Show more option in the chat on the user side. [Application scope for topics](https://www.servicenow.com/docs/access?context=vad-topic-creation-form&family=yokohama&ft:locale=en-US) : Select the application scope for topics in Virtual Agent Designer. [Synthesized response in Slack conversations](https://www.servicenow.com/docs/access?context=slack-synthesized-response&family=yokohama&ft:locale=en-US) : Generate synthesized responses in Slack conversations with Now Assist. [Virtual Agent feature support in Microsoft Teams conversations](https://www.servicenow.com/docs/access?context=va-teams-other-features&family=yokohama&ft:locale=en-US) : Generate synthesized responses in Microsoft Teams conversations with Now Assist. [Custom skills in Virtual Agent Designer](https://www.servicenow.com/docs/access?context=managing-custom-skills&family=yokohama&ft:locale=en-US) : View skills created in AI Skill Kit in Virtual Agent Designer. [Chat surveys](https://www.servicenow.com/docs/access?context=ci-conversational-chat-surveys&family=yokohama&ft:locale=en-US) : Create chat surveys compatible with LLM-enabled user inputs, aside from the Carousel user input. | | Zurich | [Testing assistant conversations](https://www.servicenow.com/docs/access?context=evaluations-ad&family=zurich&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. [Assistant Designer](https://www.servicenow.com/docs/access?context=assistant-designer&family=zurich&ft:locale=en-US) : Create and manage LLM-based chat and voice assistants within Assistant Designer, a centralized assistant administrator experience. Assistant Designer is comprised of three main areas: Assistants, Asset library (previously Virtual Agent Designer), and Analytics. [Conversational settings](https://www.servicenow.com/docs/access?context=asset-lib-conv-settings&family=zurich&ft:locale=en-US)Conversational settings : Manage the settings for an asset directly from the Asset library page. [Integrating with Google Workspace](https://www.servicenow.com/docs/access?context=integrate-with-gsuite&family=zurich&ft:locale=en-US) : Integrate Google Workspace chat with the ServiceNow® conversational interface features, including Virtual Agent, Natural Language Understanding (NLU), Notifications, and live agents. [AI Connector utility](https://www.servicenow.com/docs/access?context=vad-ai-connector-utility&family=zurich&ft:locale=en-US) : Select AI agents to handle tasks in the AI Connector utility. For more information on AI agents in Virtual Agent Designer, see [Managing AI agents](https://www.servicenow.com/docs/access?context=managing-use-cases-ai-agents&family=zurich&ft:locale=en-US) and [AI agents in Virtual Agent topics](https://www.servicenow.com/docs/access?context=ai-agent-custom-skill&family=zurich&ft:locale=en-US). [Virtual Agent](https://www.servicenow.com/docs/access?context=virtual-agent-landing-page&family=zurich&ft:locale=en-US) server : * In chatHandshake, set dynamic_step_loader_enabled to true to send stacked agentic AI messages to the server. Set dynamic_step_loader_enabled to false to avoid sending messages. * Pre-chat and post-chat surveys are now available for Anthropic Claude on AWS and Google Gemini large language models (LLMs). For more information on surveys, see [Chat surveys](https://www.servicenow.com/docs/access?context=ci-conversational-chat-surveys&family=zurich&ft:locale=en-US). [Create a Virtual Agent asset](https://www.servicenow.com/docs/access?context=create-virtual-agent-topic&family=zurich&ft:locale=en-US) : Start the create flow for all supported conversational LLM assets directly from Virtual Agent Designer. [Assistants in Virtual Agent Designer](https://www.servicenow.com/docs/access?context=conversation-designer-virtual-agent&family=zurich&ft:locale=en-US) : The Now Assist Panel - Platform (default) assistant is now available in Virtual Agent Designer. [Integrating ServiceNow Otto for Virtual Agent with Microsoft Copilot](https://www.servicenow.com/docs/access?context=ms-copilot-na-va&family=zurich&ft:locale=en-US) : Custom Engine Agent (CEA) is replacing the legacy Microsoft bot framework, allowing Microsoft Copilot to discover Virtual Agent, Now Assist, and use multi-turn conversations. | | 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__22} | Release | Release notes | |-|-| | Yokohama | Changes to Virtual Agent Designer list view : * Tabs have replaced pills in the Virtual Agent Designer list view. * Hover over the tooltip icon () to see information about the assistant you have selected from the drop-down menu. * Use the new AI agents and Agentic workflows tabs to select from the types of topics on the home page, along with Topics, Subflows, Actions, and Custom skills. * When a promoted asset has a conditional property that determines the context in which appears for an assistant, it's marked as Condition applied under Show more. [Test assistant options](https://www.servicenow.com/docs/access?context=test-llm-topics&family=yokohama&ft:locale=en-US) : The Test button in the Virtual Agent Designer canvas directly opens up the chat widget. [UI chat updates](https://www.servicenow.com/docs/access?context=using-now-assist-in-va&family=yokohama&ft:locale=en-US) : * The New messages below button in Virtual Agent was replaced with a simplified down-arrow indicator. * The New messages above button was deprecated because Virtual Agent now auto-scrolls to the top of the oldest new message. * Input text bar was updated to a more modern look and feel. * The start a new conversation icon was updated. [Dynamic Translation calls](https://www.servicenow.com/docs/access?context=translation-for-now-assist&family=yokohama&ft:locale=en-US) : For Now Assist, if native translation is enabled, a Dynamic Translation call is only made if an unsupported language for native translation is used. [Table bot response control](https://www.servicenow.com/docs/access?context=table-bot-response&family=yokohama&ft:locale=en-US) : Use the new Show links for each record toggle switch to activate links for each record in the output in your Virtual Agent conversation. [Topic Properties tab](https://www.servicenow.com/docs/access?context=vad-topic-properties-tab&family=yokohama&ft:locale=en-US) : * [Create a topic form](https://www.servicenow.com/docs/access?context=vad-topic-creation-form&family=yokohama&ft:locale=en-US): Read improved topic description field helper text and tooltip. * [Change the application scope for Virtual Agent Designer topics](https://www.servicenow.com/docs/access?context=change-application-scope-vad&family=yokohama&ft:locale=en-US): View the current scope setting on the Virtual Agent Designer topic properties tab. [Topic Flow tab](https://www.servicenow.com/docs/access?context=vad-topic-flow-tab&family=yokohama&ft:locale=en-US) : * View an updated Unpublished changes message on the header bar. * Hover over the Unpublished changes message to get info on which changes are not yet published. * Recover unsaved changes using the Recover changes button that appears on the header bar if you close a topic without saving. * Both message and button appear on the header bar if you add a node to the canvas before closing without saving. [Testing LLM topics](https://www.servicenow.com/docs/access?context=test-llm-topics&family=yokohama&ft:locale=en-US) : View a Matching badge next to the skill activated during testing. [Custom skills in Virtual Agent Designer](https://www.servicenow.com/docs/access?context=managing-custom-skills&family=yokohama&ft:locale=en-US) : Use an updated Virtual Agent Designer list-based home page that includes custom skills. | | Zurich | [Now Assist \> ServiceNow Otto® announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&family=zurich&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. [Preferences](https://www.servicenow.com/docs/access?context=set-up-preferences-next-experience&family=zurich&ft:locale=en-US) : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Assistant Designer Asset library](https://www.servicenow.com/docs/access?context=vad-topics-page&family=zurich&ft:locale=en-US) : * Tabs have replaced pills in the Virtual Agent Designer list view. * Hover over the tooltip icon () to see information about the assistant you have selected from the drop-down menu. * Use the new AI agents and Agentic workflows tabs to select from the types of topics on the home page, along with Topics, Subflows, Actions, and Custom skills. Virtual Agent Designer [Table bot response control](https://www.servicenow.com/docs/access?context=table-bot-response&family=zurich&ft:locale=en-US) : Slide the new Show links for each record toggle switch to activate links for each record in the output in your Virtual Agent conversation. [Test assistant options](https://www.servicenow.com/docs/access?context=test-llm-topics&family=zurich&ft:locale=en-US) : The Test button in the Virtual Agent Designer canvas directly opens up the chat widget. [Table bot response control](https://www.servicenow.com/docs/access?context=table-bot-response&family=zurich&ft:locale=en-US) : Use the new Show links for each record toggle switch to activate links for each record in the output in your Virtual Agent conversation. | | 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__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 ServiceNow Otto for Virtual Agent features or functionality were deprecated. {#dfrn3-servicenowottoforvirtualagent-summary__entry__42} | Release | Release notes | |-|-| | Yokohama | Support for Now Assist in Conversational IVR was removed. | | Zurich | * Starting with the Zurich release, [Sensitive Data Handler](https://www.servicenow.com/docs/access?context=ac-sensitive-data-overview&family=zurich&ft:locale=en-US) and Sensitive Data Masking capability are being prepared for future deprecation. They will be hidden and no longer available for installation but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://hi.service-now.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support knowledge base. Install the Data Privacy application as a replacement. For more information, see [Data Privacy](https://www.servicenow.com/docs/access?context=data-privacy-landing&family=zurich&ft:locale=en-US). * Starting with the Zurich release, Microsoft LUIS is no longer deployed, enhanced, or supported. For details, see the [Deprecation Process \[KB0867184\]](https://hi.service-now.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support knowledge base. | | 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__52} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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__62} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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__72} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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__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 ServiceNow Otto for Virtual Agent we have noted them here. {#dfrn3-servicenowottoforvirtualagent-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 | 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__102} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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