Omni-Experience Standard Feature Set release notes

  • Release version: Store
  • Updated June 11, 2026
  • 3 minutes to read
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    Summary of Omni-Experience Standard Feature Set release notes

    The Omni-Experience Standard Feature Set is a comprehensive release bundle available on the ServiceNow Store, designed to enhance conversational experiences within your ServiceNow environment. It primarily includes the Sidebar collaboration tool and the Admin Console for managing Conversational Interfaces (CI). Regular updates introduce new features, bug fixes, and UX improvements to support seamless collaboration and administration.

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    Key Features and Enhancements

    • Sidebar Collaboration: Enables creation of multiple discussions per record, private discussions, and conversations not tied to specific records. Supports @mentions with notifications, message editing and deletion, and integration with Microsoft Teams and Slack for unified communication.
    • Admin Console Improvements: Continuous enhancements to the Conversational Interfaces Admin Console, including better UI configurations, product tours for virtual assistant setups, font customization, and streamlined admin workflows via the AWA Admin Console.
    • Integration and UX Enhancements: Native integrations with Slack and Microsoft Teams normalize the collaboration experience across platforms. Features like message replies in Sidebar discussions reflect in integrated applications. UX improvements include participant suggestion services, domain separation support, and accessibility fixes.
    • Mobile and Summarization Capabilities: Access Sidebar on mobile devices and leverage NowAssist to summarize Sidebar conversations for efficient information retrieval.
    • Security and Access Control: Updates include additional Access Control Lists (ACLs) to ensure secure access to Sidebar tables and conversations.

    Practical Benefits for ServiceNow Customers

    • Enhanced collaboration through integrated chat and discussion capabilities directly within ServiceNow records, improving agent and SME communication.
    • Improved administration and deployment experience via centralized consoles and guided product tours.
    • Greater flexibility in managing conversations with private discussions, message replies, and multiple discussion threads.
    • Consistent user experience across desktop and mobile platforms, ensuring accessibility and responsiveness.
    • Robust security controls aligned with ServiceNow platform best practices.

    Version Highlights

    • Latest (8.2.1 - June 2026): Fixed ACLs and session tab configurations, addressing domain name issues for Google Chat overrides.
    • New in 7.1.4 (Aug 2025): Introduced message reply functionality in Sidebar with integration reflection in Teams and Slack.
    • 6.1.5 (Feb 2025): Added private discussions, discussions independent of records, and Slack native integration.
    • 5.2.7 (Aug 2024): Enabled Sidebar mobile access, conversation summarization, user group additions, and expert finder invocation.
    • Early releases (2022-2023): Established core Sidebar features like multiple discussions per record, @mentions, integration with Teams, and admin console capabilities.

    Version history for the Omni-Experience Standard Feature Set application 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 8.2.1 - June 2026 (Australia)
    • Fixed:
      • Additional Access Control Lists (ACLs) for some Sidebar tables
      • Additional Session Tab configurations for admins
      • Fixed missing domain name for Google Chat override page
    Version 8.1.6 - April 2026 (Australia)
    Fixed: Small defect fix for Channels and Integrations page in Conversational Interfaces Admin Settings.
    Version 7.4.0 - April 2026 (Zurich)
    Changed: Enhance Conversational Interfaces Admin Settings page for Google Chat app
    Version 6.4.10 - April 2026 (Yokohama)
    Fixed: Assistants list view in CI Admin Console.
    Version 8.1.5 - March 2026 (Australia)
    • New: Sidebar conversation UI update with window manager
    • Fixed: Various defect fixes for Sidebar and CI admin console
    Version 7.3.2 - December 2025 (Zurich)
    Fixed: Minor bug fixes for CI Admin Console and Sidebar.
    Version 7.2.2 - October 2025
    Fixed minor bugs.
    Version 7.2.1 - September 2025 (Zurich)

    Fixed minor bugs.

    Version 6.4.6 - October 2025

    Fixed minor bugs.

    Version 6.4.5 - September 2025 (Yokohama)

    Fixed minor bugs.

    Version 7.1.4 - August 2025 (Zurich)
    This release introduces the ability for users to reply to specific messages in a Sidebar discussion. For customers using Sidebar's integration with Microsoft Teams or Slack, replies to specific messages in Teams or Slack will be reflected in Sidebar accordingly.
    Version 6.4.4 - August 2025 (Yokohama)
    Fixed: Minor bugs in Conversational Interfaces admin console and Sidebar.
    Version 5.5.1 - June 2025 (Xanadu)
    Bug fixes and improvements to Sidebar and CI Admin Console.
    Version 6.3.4 - May 2025
    Fixed: Minor bugs in Conversational Interfaces admin console and Sidebar.
    Version 6.2.0 - March 2025 (Yokohama)
    Fixed minor bugs.
    Version 6.1.5 - February 2025 (Yokohama)
    • This version includes the following new features for Sidebar:
      1. Ability to create private discussions
      2. Ability to create discussions not associated with a record
      3. Native integration with Slack
    Version 5.3.2 - November 2024 (Xanadu)
    Minor bugs and fixes.
    Version 5.2.7 - August 2024 (Xanadu)
    • This version introduces the following new features:
      1. Ability to access Sidebar on mobile devices
      2. Ability to use NowAssist to summarize a Sidebar conversation
      3. Ability to add user groups to a Sidebar conversation
      4. Ability to use Sidebar outside of Task-based and Interaction records
      5. Ability to invoke the expert finder service most relevant to where the user accesses the Sidebar discussion from
    Version 4.1.1 - May 2024
    Bug fixes.
    Version 4.0.6 - March 2024 (Washington DC)
    Fixed: Minor issue for adding many attachments to Sideabar discussion.
    Version 4.0.5 - February 2024 (Washington DC)
    New: UX enhancements that display users who have expertise related to the record. This requires an appropriate participant suggestion service to be configured beforehand.
    Version 3.2.11 - January 2024
    • Fixed:
      • Fixed ACL issues as part of platform guidelines.
      • Supporting Dynamic view using scripted login.
    Version 3.2.1 - November 2023
    This version contains fixes for the sidebar.
    Version 3.1.9 - August 2023 (Vancouver)
    New for Sidebar:
    • Ability to create multiple discussions on a record.
    • Improved highlighting of Teams users across the Sidebar experience.
    • Basic domain separation support.
    Version 2.3.2 - May 2023
    Minor fixes.
    Version 1.2.5 - May 2023
    Minor fixes.
    Version 1.2.3 - March 2023
    Fixed: Fix related to attachment search in the Sidebar.
    Version 2.1.5 - February 2023
    • New:
      • AWA Admin Console: To help administrators discover AWA's available capabilities, install relevant plugins, and walk through the deployment of AWA from one single location​.
      • CI Admin console
        • Product tours for VA configuration records.
        • Support font-family customization on the web client (on branding page).
      • Sidebar:
        • @mentions: ability to call out specific users.
        • Ability for mentioned users to receive notifications.
        • Ability for users to edit and delete messages.
        • Native integration with Microsoft Teams: normalizes the collaboration experience between an agent on Sidebar and an SME on Teams.
    • UX fixes.
    Version 1.2.2 - November 2022
    Fixed:
    • Admin console: Minor cosmetic and UX improvements.
    • Sidebar: Cosmetic fixes for UI issues and accessibility related improvements.
    Version 1.1.17 - August 2022
    The Conversational Interfaces Omni-Experience Standard Feature Set is a release bundle that includes Sidebar and the Admin Console for Conversational Experiences.