Agent Chat release notes
The ServiceNow® Agent Chat application enables agents to interact directly with end users through chat. Agent Chat was enhanced and updated in the Zurich release.
Agent Chat highlights for the Zurich release
Integrate and use Agent Chat with third-party chat apps.
See Using Agent Chat for more information.
Important:
Agent Chat is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Zurich release
- Third-party chat integrations
- Use the new customer message area for third-party chat integrations to see these features:
- Third-party chat providers can update messages in real time.
- Individual messages from third-party bots are correctly attributed to the appropriate customer and agent.
- Agent and queue transfers to third-party chat systems are supported.
- Show or hide capabilities for specific Contact Center as a Service (CCaaS) chat integration requirements can be configured.
Activation information
Agent Chat is a ServiceNow AI Platform feature that is available with activation of the Agent Chat plugin (com.glide.interaction.awa). For details, see Configuring Agent Chat.