Virtual Agent API release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read

    • 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.