Combined Agent Chat release notes for upgrades from Yokohama to Zurich

  • Release version: Zurich
  • Updated August 11, 2026
  • 2 minutes to read
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    Summary of Combined Agent Chat release notes for upgrades from Yokohama to Zurich

    This consolidated release notes page provides ServiceNow customers with a comprehensive view of updates related to Agent Chat from the Yokohama release to the Zurich release. It is designed to assist you in preparing for your upgrade by summarizing new features, changes, removals, deprecations, activation steps, and other relevant details.

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    New features

    • Third-party chat integrations (Zurich release)
      • Introduces a new customer message area to support real-time message updates from third-party chat providers.
      • Ensures individual messages from third-party bots are correctly attributed to the appropriate customer and agent.
      • Supports agent and queue transfers to third-party chat systems.
      • Allows configuration of show or hide capabilities for specific Contact Center as a Service (CCaaS) chat integration requirements.
    • No new features were introduced in the Yokohama release.

    Changes, Removals, and Deprecations

    No changes, removed features, or deprecations were introduced between the Yokohama and Zurich releases for Agent Chat.

    Activation Information

    Agent Chat is enabled through activation of the Agent Chat plugin (com.glide.interaction.awa) on the ServiceNow AI Platform in the Zurich release. Customers should refer to "Configuring Agent Chat" for detailed activation instructions.

    Additional Requirements, Browser Requirements, Accessibility, and Localization

    There are no updates or changes related to additional requirements, browser compatibility, accessibility, or localization for Agent Chat between Yokohama and Zurich releases.

    Key Outcomes

    • With the Zurich upgrade, customers can seamlessly integrate Agent Chat with third-party chat applications, enhancing real-time communication and operational flexibility.
    • The upgrade process is straightforward with no removed or deprecated features to impact current Agent Chat usage.
    • Activation requires enabling the specific Agent Chat plugin, ensuring smooth adoption of new capabilities.

    Consolidated page of all release notes for Agent Chat from Yokohama to Zurich.

    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 Zurich.

    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 Zurich

    Before you upgrade to Zurich, 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.

    New features

    Between your current release family and Zurich, 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.

    Changes

    Between your current release family and Zurich, some changes were made to existing Agent Chat features.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Removed

    Between your current release family and Zurich, some Agent Chat features or functionality were removed.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Deprecations

    Between your current release family and Zurich, some Agent Chat features or functionality were deprecated.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 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.

    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.

    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.

    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.

    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.

    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.