--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-zurich-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3bz bundleId : - delta3bz --- # Combined Customer Engagement Sequences release notes for upgrades from Zurich to Brazil # Combined Customer Engagement Sequences release notes for upgrades from Zurich to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 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 Customer Engagement Sequences release notes for upgrades from Zurich to Brazil This consolidated release notes page provides ServiceNow customers with all essential updates and guidance for upgrading Customer Engagement Sequences from the Zurich release family to Brazil. It outlines new features, changes, activation steps, and important pre- and post-upgrade tasks to prepare for a smooth transition. The notes also clarify when no updates were made in certain releases to help customers focus on relevant changes. Show full answer Show less ## Key Features * **Multi-trigger sequences with decision branches (Zurich):** Design sequences that start based on multiple conditions and direct the flow between stages depending on outcomes, enabling more dynamic workflows. * **Schedule call activity for telesales workflows (Zurich and Australia):** Automate structured call attempts with delays and branching, supporting click-to-call capabilities; this requires updating to the new Schedule call activity to maintain runtime functionality. * **Runtime permissions and granular role-based access control (Zurich):** Control access to sequence records with defined roles such as admins, writers, executors, and readers, enhancing security and operational governance. * **No-code interface for sequence configuration (Zurich):** Empower admins and sales operations teams to build and modify multi-step sequences without developer involvement, improving agility. * **Lead nurturing email sequence (Brazil):** Automate email outreach and follow-up for leads with predefined escalation to calls and work note updates if no response is received, driving consistent lead engagement. * **Coral theme with dark mode option (Zurich):** Offers a refreshed, brand-neutral UI experience for portals, web, and mobile, improving usability and accessibility. * **Localization (Brazil):** Customer Engagement Sequences supports multiple languages including Arabic, Brazilian Portuguese, Chinese, French, German, Japanese, Spanish, and more, with automatic language pack installation based on system settings. ## Important Changes and Requirements * **Deprecated Features:** The older Schedule call activity is labeled as deprecated; updating to the new Schedule call activity is necessary to restore click-to-call during runtime. * **Activation:** The application must be installed from the ServiceNow Store. In Brazil, assigning delegated developer roles allows designated users to create and manage sequences without system admin privileges. * **Additional Requirements (Brazil):** The User Mailbox Integration plugin must be active to enable email reply detection within sequences. * **No browser or accessibility changes were introduced in Brazil beyond the Coral theme dark mode introduced earlier.** ## Practical Benefits for ServiceNow Customers * Automate and optimize customer engagement across multi-channel workflows including calls and emails to increase sales productivity. * Reduce manual follow-ups and improve outreach consistency with predefined, customizable playbooks accessible via a no-code interface. * Enhance security and governance by enforcing fine-grained access controls tailored to user roles involved in sequence management and execution. * Enable sales leaders to identify and scale high-performing sequences across teams and territories, improving overall sales effectiveness. * Support a global, multilingual user base through extensive localization and UI enhancements for better user experience. Consolidated page of all release notes for Customer Engagement Sequences from Zurich to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Customer Engagement Sequences release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich 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 Customer Engagement Sequences to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-customerengagementsequences-summary__entry__2} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Upgrade information : If you configured sequences with the Schedule call activity on a release before Zurich, the activity is now labeled Schedule call - Deprecated in the activity picker in Workflow Studio. Existing sequences continue to work, but the Call icon doesn't appear on the Callback number field on the Sequence Steps page during runtime. To enable the click-to-call capability, update the Customer Engagement Sequences application to use the new Schedule call activity. | | Brazil | No updates for this release. | [ ] ## New features Between your current release family and Brazil, new features were introduced for Customer Engagement Sequences. {#dfrn3-customerengagementsequences-summary__entry__10} | Release | Release notes | |-|-| | Zurich | [Multi-trigger sequences with decision branches for stages](https://www.servicenow.com/docs/access?context=define-trigger-conditions&family=zurich&ft:locale=en-US) : Configure the sequences playbook to start based on multiple conditions across entities, eliminating the need for separate sequences for similar workflows. Add a decision node between stages to determine which stage to run next, based on the outcome of the previous stage. [Schedule call activity for telesales workflows](https://www.servicenow.com/docs/access?context=add-schedule-call-activity&family=zurich&ft:locale=en-US) : Design sequences with the new Scheduled call activity to automate structured call attempts, including delays and outcome-based branching, directly from the playbook interface. This helps agents follow a repeatable, optimized process for engaging prospects or customers in telesales workflows. [Runtime permissions and fine-grained access control](https://www.servicenow.com/docs/access?context=configure-runtime-permission-sequence-playbooks&family=zurich&ft:locale=en-US) : Enforce runtime permissions to control access to sequence records such as sequence tasks and steps. [Granular role framework](https://www.servicenow.com/docs/access?context=components-installed-customer-engagement-sequences&family=zurich&ft:locale=en-US) : Assign role-based access for sequence admins, writers, executors, and readers. Sequence admins have full control, writers manage their own sequences, executors (formerly viewers) have read-only access to sequences and sequence task records, and readers view sequence records. For more information, see [Compatibility information](https://www.servicenow.com/docs/access?context=compatibility-matrix-upgrade-info&family=zurich&ft:locale=en-US). [Review sequences](https://www.servicenow.com/docs/access?context=view-sequence-design-time&family=zurich&ft:locale=en-US)View sequences : Enable the sales operations teams to optimize and share the high-performing sequences across territories to promote best practices across the organization. [No-code interface for admins to configure sequences](https://www.servicenow.com/docs/access?context=configuring-customer-engagement-sequences&family=zurich&ft:locale=en-US) : Configuring multi-step sequences that define specific activities using a no-code playbook experience reduces dependency on developers. [Sequence tasks with predefined activities for agents](https://www.servicenow.com/docs/access?context=execute-sequence-steps&family=zurich&ft:locale=en-US) : Predefined activities provide the following advantages to your agents: * Ensure consistent messaging and effective objection handling using clearly defined steps that dynamically adapt to customer responses. * Follow a repeatable, optimized process for engaging prospects or customers. * Avoid communications from sounding generic and improve engagement rates by customizing a prospect's name, company, and other details. * Reduce the chance of missing a follow-up, promoting consistency in outreach and reduction in manual effort. | | Australia | No updates for this release. | | Brazil | [Lead nurturing email sequence](https://www.servicenow.com/docs/access?context=customize-lead-nurturing-email-sequence&family=brazil&ft:locale=en-US) : Accelerate lead nurturing by creating an email-based sequence that automates outreach and follow-up. A sample sequence is available with the application. When a lead with an email address is created, the sequence assigns a sequence task to the lead's owner, sends an initial outreach email, and automatically sends a follow-up email if there's no reply. If the prospect still hasn't responded, the sequence escalates to two call attempts, then updates the lead's work notes if no response is received on any channel. The sequence exits as soon as the prospect replies to an email or a call is resolved. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Customer Engagement Sequences features. {#dfrn3-customerengagementsequences-summary__entry__18} | Release | Release notes | |-|-| | Zurich | Coral theme : 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. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Customer Engagement Sequences features or functionality were removed. {#dfrn3-customerengagementsequences-summary__entry__26} | Release | Release notes | |-|-| | 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 Customer Engagement Sequences features or functionality were deprecated. {#dfrn3-customerengagementsequences-summary__entry__34} | Release | Release notes | |-|-| | 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 Customer Engagement Sequences. {#dfrn3-customerengagementsequences-summary__entry__42} | Release | Release notes | |-|-| | Zurich | Activation information : Install Customer Engagement Sequences by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website 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=zurich&ft:locale=en-US). Important: Customer Engagement Sequences is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install Customer Engagement Sequences 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=australia&ft:locale=en-US). Important: Customer Engagement Sequences is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Brazil | Activation information : Install Customer Engagement Sequences (com.sn_crm_sequence) from the ServiceNow Store. Assign delegated developer roles to designated users so they can create and manage sequences without needing the system admin role. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Customer Engagement Sequences we have noted them here. {#dfrn3-customerengagementsequences-summary__entry__50} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | Additional requirements : Email-based sequences requires the User Mailbox Integration plugin (com.glide.email.user_mailbox.integration) to be active on your instance so that the sequence can detect email replies from prospects. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Customer Engagement Sequences we have noted them here. {#dfrn3-customerengagementsequences-summary__entry__58} | Release | Release notes | |-|-| | 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 Customer Engagement Sequences, such as specific requirements or compliance levels. {#dfrn3-customerengagementsequences-summary__entry__66} | Release | Release notes | |-|-| | Zurich | Accessibility information : Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Customer Engagement Sequences we have noted them here. {#dfrn3-customerengagementsequences-summary__entry__74} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | Localization information : Customer Engagement Sequences is available in Arabic, Brazilian Portuguese, Chinese, Czech, Dutch, Finnish, French, French Canadian, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, and Turkish. Language packs are installed automatically when the corresponding ServiceNow AI Platform base system language plugin is active. | [ ] ## Highlight information If there are specific highlight considerations for Customer Engagement Sequences we have noted them here. {#dfrn3-customerengagementsequences-summary__entry__82} | Release | Release notes | |-|-| | Zurich | * Design sequences to initiate workflows from multiple record-based events, with outcome-based decision nodes between stages, and runtime permissions. * Control access to various features and capabilities using the new granular roles. * Enable click-to-call for agents by configuring the Schedule Call activity and integrating with platforms such as Amazon Connect. * Automate and personalize customer journeys with a no-code playbook interface and guided task flows. * Drive high-impact telesales scenarios such as product surveys, lead qualification, and proactive engagement campaigns. See [Customer Engagement Sequences](https://www.servicenow.com/docs/access?context=explore-customer-engagement-sequences&family=zurich&ft:locale=en-US) for more information. | | Australia | * Enable click-to-call for agents using the new Schedule call activity that supports runtime outbound calling from sequence tasks. See [Customer Engagement Sequences](https://www.servicenow.com/docs/access?context=explore-customer-engagement-sequences&family=australia&ft:locale=en-US) for more information. | | Brazil | * Increase sales team productivity by automating repetitive outreach tasks so representatives can focus on high-value selling activities. * Deliver consistent, effective outreach at every stage of the customer relationship with structured, multi-channel engagement plans such as calls and emails. * Reduce missed follow-ups and speed up new-representative ramp-up by giving every representative a proven, predefined outreach playbook. * Build and adapt outreach sequences without developer effort using a no-code interface your sales operations team can maintain. * Give sales leaders visibility into what's working so they can scale high-performing sequences across territories. See [Customer Engagement Sequences](https://www.servicenow.com/docs/access?context=explore-customer-engagement-sequences&family=brazil&ft:locale=en-US) for more information. | [ ]