Combined Agent Chat release notes for upgrades from Vancouver to Xanadu

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Agent Chat release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Vancouver to Xanadu.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading Agent Chat to Xanadu

Before you upgrade to Xanadu, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

New features

Between your current release family and Xanadu, new features were introduced for Agent Chat.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	Chat summarization Automatically generate chat summarizations for conversations that are transferred between requesters, virtual agents, and live agents.
Xanadu	Using Agent Chat Trigger Now Assist while interacting with users in Agent Chat to generate a recommended response. You can edit the recommended response or have Now Assist shorten or lengthen it. Using Agent Chat Agent Chat supports multiple languages in chat summarizations. Configure when and to whom chat summarization is available by specifying channels and roles in the Now Assist Admin console.

Changes

Between your current release family and Xanadu, some changes were made to existing Agent Chat features.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Removed

Between your current release family and Xanadu, some Agent Chat features or functionality were removed.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Deprecations

Between your current release family and Xanadu, some Agent Chat features or functionality were deprecated.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Activation information

Review information on how to activate Agent Chat.


Release	Release notes
Vancouver	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 Set up Agent Chat.
Washington DC	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.
Xanadu	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.

Additional requirements

If any additional requirements were introduced or changed for Agent Chat we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Agent Chat we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Accessibility information

Review details on accessibility information for Agent Chat, such as specific requirements or compliance levels.


Release	Release notes
Vancouver	Forced Colors The following Next Experience Components were updated to support the use of Forced Colors, a mechanism that is most commonly activated through an operating system setting for Forced Colors/High Contrast Themes. This enhancement enables users to customize the colors of their user interface and web content to meet their individual visual needs. For example, users with low vision might enable Forced Colors to help them successfully view the user interface. sn-action-menu sn-agent-presence-state sn-chat-control-datetime-picker sn-chat-control-link-output sn-chat-control-table-output sn-chat-control-upload sn-notification-setting-popover-content Support for truncation The following Next Experience Components were updated to show the truncated text for non-interactive elements when the “Enable keyboard focus on truncated text” accessibility user preference is turned on. This enhancement supports sighted users who rely solely on a keyboard to use the ServiceNow platform. For more information, see Configure Next Experience accessibility preferences. sn-chat-control-html-output sn-chat-control-image-picker sn-chat-control-link-output sn-chat-control-multi-link-output sn-chat-control-table-output sn-chat-control-text-picker sn-chat-emoji-suggestions sn-chat-input sn-connect-conversation chat window Emoji modal accessibility improvements The emoji modal can be closed from the keyboard using the ESC key. The screen reader announces the search results when you search for an emoji. The screen reader announces the state as "selected" for the Insert Emoji button. The keyboard focus lands on each element only once and moves to the next element when you select the Tab key. Accessibility improvements for the emoji suggestions menu The screen reader focus lands on the list items and announces the control information, total count, and positions. Scrollable content is accessible using the keyboard. Agent Chat accessibility improvements In the dark theme, improvements were made to meet the 4.5:1 contrast ratio minimum requirement between text and background. Keyboard focus shifts to the toggle button when Dynamic translation is activated or deactivated. Screen reader improvements The screen reader was corrected to announce: Inactive controls Dynamic Translation for Agent Chat activation or deactivation Global icon that displays on chat messages State of the combo box and its items Input field value when navigating with the Tab key Role and accessible name of the dialog Required input fields
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Localization information

If there are specific localization considerations for Agent Chat we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Highlight information

If there are specific highlight considerations for Agent Chat we have noted them here.


Release	Release notes
Vancouver	The following updates were made to improve Agent Chat's accessibility: Enable forced colors so users can customize the colors of their user interface and web content to meet their individual visual needs. Display truncated text for non-interactive elements. See Agent Chat for more information.
Washington DC	Automatically generate chat summarizations for conversations that are transferred between requesters, virtual agents, and live agents. See Exploring Agent Chat for more information.
Xanadu	Trigger Now Assist to generate a recommended response while interacting with users in Agent Chat. See Agent Chat for more information.