--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/delta-vancouver-zurich Release : - yokohama ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zv bundleId : - delta3zv --- Combined Agent Chat release notes for upgrades from Vancouver to Zurich ======================================================================= Combined Agent Chat release notes for upgrades from Vancouver to Zurich {#ariaid-title1} ======================================================================================== * Release version: Yokohama * * Updated January 30, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read Consolidated page of all release notes for Agent Chat from Vancouver to Zurich. 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 Zurich. 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 Zurich -------------------------------------------------------- Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-agentchat-summary__entry__2} | Release | Release notes | |---------------|------------------------------| | Vancouver | No updates for this release. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] New features ------------ Between your current release family and Zurich, new features were introduced for Agent Chat. {#dfrn3-agentchat-summary__entry__14} | Release | Release notes | |---------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Vancouver | No updates for this release. | | Washington DC | [Chat summarization](https://www.servicenow.com/docs/access?context=now-assist-chat-summary&family=washingtondc&ft:locale=en-US) : Automatically generate chat summarizations for conversations that are transferred between requesters, virtual agents, and live agents. | | Xanadu | [Using Agent Chat](https://www.servicenow.com/docs/access?context=ci-agent-chat-using&family=xanadu&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=ci-agent-chat-using&family=xanadu&ft:locale=en-US) : 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. | | Yokohama | No updates for this release. | | Zurich | [Third-party chat integrations](https://www.servicenow.com/docs/access?context=ci-agent-chat-using&family=zurich&ft:locale=en-US) : 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. | [ ] Changes ------- Between your current release family and Zurich, some changes were made to existing Agent Chat features. {#dfrn3-agentchat-summary__entry__26} | Release | Release notes | |---------------|------------------------------| | Vancouver | No updates for this release. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] Removed ------- Between your current release family and Zurich, some Agent Chat features or functionality were removed. {#dfrn3-agentchat-summary__entry__38} | Release | Release notes | |---------------|------------------------------| | Vancouver | No updates for this release. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] Deprecations ------------ Between your current release family and Zurich, some Agent Chat features or functionality were deprecated. {#dfrn3-agentchat-summary__entry__50} | Release | Release notes | |---------------|------------------------------| | Vancouver | No updates for this release. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] Activation information ---------------------- Review information on how to activate Agent Chat. {#dfrn3-agentchat-summary__entry__62} | 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](https://www.servicenow.com/docs/access?context=ac-configure-agent-chat&family=vancouver&ft:locale=en-US). | | 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](https://www.servicenow.com/docs/access?context=ci-agent-chat-configuring&family=washingtondc&ft:locale=en-US). | | 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](https://www.servicenow.com/docs/access?context=ci-agent-chat-configuring&family=xanadu&ft:locale=en-US). | | Yokohama | No updates for this release. | | Zurich | 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](https://www.servicenow.com/docs/access?context=ci-agent-chat-configuring&family=zurich&ft:locale=en-US). | [ ] Additional requirements ----------------------- If any additional requirements were introduced or changed for Agent Chat we have noted them here. {#dfrn3-agentchat-summary__entry__74} | Release | Release notes | |---------------|------------------------------| | Vancouver | No updates for this release. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] Browser requirements -------------------- If any specific browser requirements were introduced or changed for Agent Chat we have noted them here. {#dfrn3-agentchat-summary__entry__86} | Release | Release notes | |---------------|------------------------------| | Vancouver | No updates for this release. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] Accessibility information ------------------------- Review details on accessibility information for Agent Chat, such as specific requirements or compliance levels. {#dfrn3-agentchat-summary__entry__98} | 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](https://www.servicenow.com/docs/access?context=next-experience-accessibility-preferences&family=vancouver&ft:locale=en-US). * 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. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] Localization information ------------------------ If there are specific localization considerations for Agent Chat we have noted them here. {#dfrn3-agentchat-summary__entry__110} | Release | Release notes | |---------------|------------------------------| | Vancouver | No updates for this release. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] Highlight information --------------------- If there are specific highlight considerations for Agent Chat we have noted them here. {#dfrn3-agentchat-summary__entry__122} | 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](https://www.servicenow.com/docs/access?context=ci-use-agent-chat&family=vancouver&ft:locale=en-US) 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](https://www.servicenow.com/docs/access?context=ci-agent-chat-exploring&family=washingtondc&ft:locale=en-US) for more information. | | Xanadu | Trigger Now Assist to generate a recommended response while interacting with users in Agent Chat. See [Agent Chat](https://www.servicenow.com/docs/access?context=ci-use-agent-chat&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | No updates for this release. | | Zurich | Integrate and use Agent Chat with third-party chat apps. See [Using Agent Chat](https://www.servicenow.com/docs/access?context=ci-agent-chat-using&family=zurich&ft:locale=en-US) for more information. | [ ]