Customer Engagement Sequences release notes

  • Release version: Australia
  • Updated March 17, 2026
  • 1 minute to read

    • The ServiceNow® Customer Engagement Sequences application enables customer-focused teams to execute structured, personalized outreach and follow-up activities to engage customers throughout the time they're associated with your business. Customer Engagement Sequences was enhanced and updated in the Australia release.

    Customer Engagement Sequences highlights for the Australia release

    • Enable click-to-call for agents using the new Schedule call activity that supports runtime outbound calling from sequence tasks.

    See Customer Engagement Sequences for more information.

    Important:
    Customer Engagement Sequences is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    Important information for upgrading Customer Engagement Sequences to Australia

    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.

    Activation information

    Install Customer Engagement Sequences by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.