HR Service Delivery Virtual Agent Conversations release notes

  • Release version: Store
  • Updated January 20, 2026
  • 2 minutes to read

    • Version history for the HR Service Delivery Virtual Agent Conversations content on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 24.2.11 - January 2026
    • Fixed:
      • Minor defect fixes
      • Fixed a major issue with VA conversations timing out when HR ESC Experience is used
    Version 24.2.10 - December 2025
    • Fixed:
      • Minor fixes
      • Fixed a major issue with VA conversations timing out when HR ESC Experience is used
    Version 24.2.9 - August 2025
    Minor bug fixes
    Version 24.2.8 - May 2025
    Fixed: A few bugs are addressed.
    Version 24.2.7 - November 2024
    • Table ACL Bypass via GlideAggregate/GlideRecord Encoded Query
    • Add RCAs for Chat Recommendation and Sidebar for HR VA in the target scope.
    • Missing RCAs for Conversational Analytics
    • Test failures due to RCADEF0481199: HR VA context profile applied to non-HR conversations
    • End chat button on interactions created in HR VA scope is not visible to users with case writer role if glide.enforce_security_scope.sn_hr_va property is set to 'true'
    Version 24.2.5 - June 2024
    Fixed: Security issues.
    Version 24.2.2 - February 2024
    The issues related to the Virtual agent topic ID and RCA related to chat summarization in the Now Assist panel are fixed.
    Version 24.2.1 - November 2023
    New: You can include HR cases in Virtual Agent Conversations using a default setting in Topic Recommendations which will include the cases created in the last 90 days.
    Version 24.1.0 - August 2023
    New: Introduced a new topic EmployeeInfoUpdate that enables users to update their Phone number, Email, and Address from a single topic.
    Version 24.0.4 - September 2022
    Bug fixes for all conversations to open seamlessly in designer and ensure secure live agent transfers.
    Version 24.0.3 - August 2022
    • New:
      • Employee, manager and mentor are notified ;when a new Journey is created. Further manager can add mentors through VA.​
      • When manager adds new mentor in the Journey, new mentor, employee and manager are notified.​
      • Employee, manager and mentor are notified when comment is added in the JA ask of the Journey and can further comment back through VA.​
      • User is notified if they have overdue Journey tasks that are not more than 9 days old.​
      • User is notified when an approval request part of Journey is assigned to them and can take action of approving or rejecting the request through VA.​
    Version 23.0.1 - May 2022
    • New: As part of this release, nine new Out of box example topic templates are provided to the customers to customize and use:
      • 401kBenefitsInquiry
      • ChangeInBenefitsInquiry
      • DownloadPayslipRequest
      • EmploymentVerificationLetter
      • EnrollNewBeneficiary
      • HRAccountAccessRequest
      • HRCaseFollowUp
      • HSAInquiry
      • TuitionReimbursementRequest
    • Changed: The existing GeneralHRInquiry intent is Deprecated (Soft Deprecation).
    Version 22.0.2 - February 2022
    Get instant resolution to repetitive HR service tasks and requests with HR Service Delivery Virtual Agent - an automated, conversational chatbot that understands natural human language. HR Service Delivery Virtual Agent provides customers and employees with a 24/7 self-service experience. It assists Employees in finding help related to HR-related inquiries on their own, thus freeing the HR agents to work on more meaningful tasks while increasing employee satisfaction and productivity. HR Service Delivery Virtual Agent Conversations include common HR conversation workflows to help you accelerate the deployment of your HR Service Delivery Virtual Agent.