Combined Proactive Triggers release notes for upgrades from Vancouver to Xanadu

Consolidated page of all release notes for Proactive Triggers from Vancouver to Xanadu.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Proactive Triggers 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 Proactive Triggers 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 Proactive Triggers.

Release	Release notes
Vancouver	Custom trigger types Create your own trigger type specific to your organization. Creating custom trigger types can increase the usage of Virtual Agent by providing event-based triggers on the platform. Custom trigger types enable you to improve the deflection rate of cases and issues as well by triggering messages during events that improve customer satisfaction, such as reminding end users when an item is in their cart. When creating a new rule, the Trigger type field has a new Create new trigger type button (). Selecting this button brings up the new Create Trigger Type dialog box where you're prompted to create a new trigger type. You can also create and view trigger types in the updated Conversational Interfaces > Settings > General > Proactive Triggers section. Next to the Trigger Types field, select View all to create or view trigger types. When creating trigger types, you can have a source of Web Browsing or API. AI Search is now an included System API source trigger type that can be turned on. Proactive Triggers button options Create up to three buttons that link to relevant Virtual Agent topics when associating an action to a rule using the Message that launches a selection of virtual agent topics action type. When associating an action to a rule, assign up to three Virtual Agent topics that appear as buttons to end users. End users see these buttons in their web client when they interact with the Proactive Triggers message. Up to three buttons can appear under the designated action's Tagline (which defaults to Suggested for you). If they select a button, the Virtual Agent topic runs.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Changes

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

Release	Release notes
Vancouver	Improved Proactive Execution History status code The Proactive Execution History  (sys_cs_ptrigger_execution) table provides clearer status information about why a rule didn't run as expected.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Removed

Between your current release family and Xanadu, some Proactive Triggers 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 Proactive Triggers 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 Proactive Triggers.

Release	Release notes
Vancouver	Install Proactive Triggers [sn_pt] by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Additional requirements

If any additional requirements were introduced or changed for Proactive Triggers 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 Proactive Triggers we have noted them here.

Release	Release notes
Vancouver	Proactive Triggers supports various browsers, including Google Chrome and Microsoft Edge.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Accessibility information

Review details on accessibility information for Proactive Triggers, such as specific requirements or compliance levels.

Release	Release notes
Vancouver	Screen readers and keyboard shortcut support Supported screen readers now provide a prompt that a proactive-triggered message is available. The Tab keyboard shortcut is available so that users can view the proactive-triggered message.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Localization information

If there are specific localization considerations for Proactive Triggers 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 Proactive Triggers we have noted them here.

Release	Release notes
Vancouver	Create a custom trigger type during rule creation or through the updated Proactive Triggers section in Conversational Interfaces > Settings > General. Improved Proactive Triggers section to include updated wording and trigger types in Conversational Interfaces > Settings > General. Improved the Proactive Execution History  (sys_cs_ptrigger_execution) table. Include ServiceNow® AI Search as an example trigger type with a System API source. Launch a selection of ServiceNow® Virtual Agent topics after a Proactive message is triggered. Up to three buttons associated with Virtual Agent topics can be created and presented to end users through their web client experience. See Exploring Proactive Triggers for more information.
Washington DC	No updates for this release.
Xanadu	No updates for this release.