Virtual Agent API release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
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    Summary of Virtual Agent API release notes

    The Virtual Agent API enables ServiceNow customers to integrate Virtual Agent and Live Agent capabilities into any conversational interface or channel. This API supports building specialized service delivery bots within your bot ecosystem, enhancing user interaction across multiple platforms. The release notes document the version history, highlighting new features, bug fixes, and enhancements that improve functionality, security, and integration capabilities.

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    Key Features

    • Integration and Compatibility: The API supports integration with various bot ecosystems (e.g., Microsoft Azure Power Virtual Agent) and contact center tools like Amazon Connect, enabling voice and chat interactions.
    • Advanced Conversation Controls: Features like synchronous handshake, topic switching by name or intent, typing indicators, and node-skipping improve conversational flow and user experience.
    • Rich and Custom Controls Support: The API accommodates rich controls such as tables, HTML, multi-flow, rich text, and custom controls for versatile conversational interfaces.
    • File Handling: Recent updates include support for uploading multiple files and file size/number limits in responses.
    • Enhanced Security and Performance: Adoption of security models (Zurich Directive), improved fault handling, streaming support, and performance optimizations are included in recent versions.
    • Bot-to-Bot Communication: Added configuration and logging support for bot-to-bot interactions, improving debugging and multi-bot ecosystems.
    • Context and Localization: The API allows setting user time zones, sending context variables, and enriching requests with system parameters for personalized experiences.

    Key Outcomes

    • Customers can seamlessly extend Virtual Agent and Live Agent capabilities to custom channels and conversational interfaces, broadening engagement options.
    • Improved integration with third-party platforms and enhanced conversation management enable more dynamic and responsive user interactions.
    • Enhanced security features and bug fixes ensure reliable and secure operation of Virtual Agent APIs in enterprise environments.
    • Support for multi-file uploads and richer controls enables more complex and user-friendly conversation designs.
    • Regular updates aligned with ServiceNow platform releases (e.g., Australia, Zurich) ensure compatibility and access to the latest innovations.

    Version history for the Virtual Agent API 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 4.4.0 - June 2026 (Australia)
    Changes to support nextwave experience and defect fixes.
    Version 4.3.0 - April 2026 (Australia)
    New: VA API updated to support Off Glide functionality.
    Version 4.2.0 - April 2026 (Zurich)
    Changed: Off-Glide changes to support monthly releases.
    Version 3.15.6 - April 2026 (Yokohama)
    Fixed: Fixed a defect Back button to be changed to Camel case.
    Version 4.1.2 - March 2026 (Australia)
    • Send appIboundId in response for custom provider applications.
    • Send agent-initiated flag in VA API response.
    • Add Update Context Vars action in VA API.
    • Fixed a few defects.
    Version 4.1.1 - December 2025 (Zurich)
    • Consolidated multiple dynamic loaders messages into one
    • Added support for streaming in VA API
    • Removed description field from carousel options in synthesized response
    • Updated base system record in sys_now_assist_channel_config and now_assist_va_search_results_output_type
    • Fixed defects for VA API
    Version 4.0.3 - October 2025
    Added config files for Bot to Bot.
    Version 4.0.1 - September 2025 (Zurich)
    Fixed bugs.
    Version 3.15.1 - September 2025 (Yokohama)
    Fixed bugs.
    Version 3.14.6 - August 2025
    Minor bugs.
    Version 4.0.0 - August 2025 (Zurich)
    • Include Interaction Id in both sync and sync subflow
    • Populate interaction subtype from custom adapter property.
    • Enhanced Security Model Adoption Zurich Directive for VA API
    • Add fault conversation api in VA API
    • Empty response for fault conv action if no conv is open
    • Add send_history action
    • [UI]Conversational Interfaces-> Settings screen in dark mode is not showing as expected
    • Fixing start conversation action to work when called twice (#408)
    • Fixing message not mandatory for action messages
    • Change third party chat custom adapter property name.
    • Change Message value for Back,Repeat,Skip and Next keywords
    Version 3.14.7 - August 2025 (Xanadu)
    Minor bugs.
    Version 3.14.5 - May 2025 (Yokohama)
    Fixed minor bugs.
    Version 3.14.3 - February 2025 (Yokohama)
    Fixed a bug pertaining to incorrect survey values being set in the assessment table through the bot-to-bot channel.
    Version 3.14.2 - November 2024
    • Fixed:
      • Messages sent by the user to agent are not visible in the agent chat window if attachment key exists in payload
      • Evaluated sandbox access for client callable script includes
    Version 3.14.1 - August 2024 (Xanadu)
    Changed: Virtual agent API now uses server side pagination.
    Version 3.10.0 - February 2024 (Washington DC)
    • New:
      • Migrated sn_va_as_service_cc_agent_mapping table to External Agent Management Util Pack.
      • Added the ability to set user time zone without an active conversation.
    • Removed: Dependency on Omnichannel Callback
    Version 3.9.0 - November 2023
    • New: Performance changes and multi-part response translation support for ServiceNow supported languages.
    • Minor fixes.
    Version 3.8.1 - August 2023 (Vancouver)
    • New: Virtual Agent API response includes file limits (file size and number of files) when input control is File Picker.
    • Minor fixes.
    Version 3.7.3 - May 2023
    • New:
      • Added support to upload multiple files through VA API.
      • Added support for transformation of the VA API response before sending it to the primary bot.
    Version 3.7.2 - February 2023
    Removed: Removed BOT Interconnect and Amazon Connect from this store application and created separate store applications for each.
    Version 3.5.2 - November 2022
    General fixes.
    Version 3.2.3 - August 2022
      • New:
        • Virtual Agent now integrates with Amazon Connect to enable Interactive Voice Response (IVR) between the user and the agent.
        • New sets of Rest API capabilities that enable Virtual Agent to be used with voice in a Contact Center flow.
      • General fixes.
    Version 3.1.0 - May 2022
    • Minor release for Virtual Agent API:
      • New: Bot Interconnect OOTB Integration with Microsoft Azure Power Virtual Agent
      • Fixed:
        • Pass the time zone from Bot Interconnect to Secondary Bot in GMT
        • Using dynamic version in sys_app_62c44c6353311010ad77ddeeff7b120c.xml instead of hardcoded version
        • Reference choice control always shows "no records found" even when there are matching records
        • Default clean up time for "sys_cs_bot_to_bot_control" record in "sys_auto_flush" table not available
        • Add sys_user active/locked out query condition while linking user account
        • Unable to run the Microsoft Azure Topic using asynchronous primary topic block
        • Button rich control gives undefined error on Google Dialogflow, and keyword search doesn't work for Bot Interconnect
        • For static choice, reference choice, and Boolean inputs, fields are different from the documentation
        • Security bugs
    Version 2.1.0 - October 2021
    • New:
      • Skip node support
      • System property va.bot.to.bot.logging_enabled is now available OOB to help with debugging
    Version 2.0.0 - August 2021
    • New:
      • Synchronous handshake support
      • Notifications support in asynchronous mode
      • Topic switching using topic name or topic intent name
      • Typing indicator support
      • Node-skipping support for topics that use it
      • Additional rich control support, including table, HTML, multi-flow, and rich text
      • Custom control support
      • Additional Agent Chat support:
        • Agent name and avatar
        • Agent wait time
        • Pass chat history
      • Enriched requests from primary bot:
        • System parameters and context variables
        • User timezone
    Version 1.3.0 - April 2021
    • Fixed:
      • Logger that is enabled through the va.bot.to.bot.logging_enabled system property.
      • Cross-scope privileges.
    Version 1.0.9 - February 2021
    New: Use the Virtual Agent API to integrate Virtual Agent and/or Live Agent in any conversational interface. With this API, you can:Integrate a primary bot from your bot ecosystem with Virtual Agent and/or Live Agent as a specialized service delivery bot. Integrate Virtual Agent and/or Live Agent with any channel that supports a conversational interface.
    Version 1.0.9 - August 2020
    • Initial Release: Use the Virtual Agent API to integrate Virtual Agent and/or Live Agent in any conversational interface. With this API, you can:
      • Integrate a primary bot from your bot ecosystem with Virtual Agent and/or Live Agent as a specialized service delivery bot.
      • Integrate Virtual Agent and/or Live Agent with any channel that supports a conversational interface.