--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-xanadu-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zx bundleId : - delta3zx --- # Combined Agent Chat release notes for upgrades from Xanadu to Zurich # Combined Agent Chat release notes for upgrades from Xanadu to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Agent Chat Release Notes for Upgrades from Xanadu to Zurich This consolidated guide provides ServiceNow customers with a comprehensive summary of Agent Chat release notes spanning from the Xanadu release family through to Zurich. It highlights important upgrade considerations, new features, changes, and activation details to support a smooth transition and optimal use of Agent Chat capabilities across releases. Show full answer Show less ## Key Features * **Xanadu:** Introduction of **Trigger Now Assist** , enabling agents to generate recommended responses during user interactions which can be edited or adjusted in length. Added support for **multilingual chat summarizations**, configurable via the Now Assist Admin console to specify applicable channels and roles. * **Zurich:** Enhancements for **third-party chat integrations** include a new customer message area supporting real-time message updates, proper attribution of individual bot messages to customers and agents, and support for agent and queue transfers to third-party chat systems. Configuration options allow showing or hiding capabilities based on Contact Center as a Service (CCaaS) chat integration requirements. ## Upgrade Considerations Before upgrading to Zurich, customers should carefully review and complete all pre- and post-upgrade tasks documented in the release notes to ensure compatibility and full utilization of new features. ## Activation Information Agent Chat remains a ServiceNow AI Platform feature activated through the Agent Chat plugin (`com.glide.interaction.awa`). It is available via the ServiceNow Store. Customers should refer to the configuration documentation for proper setup and activation. ## Other Information * No changes, removals, or deprecations were noted across the releases from Xanadu to Zurich for Agent Chat features beyond those described. * There were no updates regarding additional requirements, browser compatibility, accessibility, or localization considerations during this upgrade path. ## Practical Benefits By upgrading from Xanadu to Zurich, ServiceNow customers gain advanced AI-assisted response capabilities, enhanced multilingual support, and improved integration with third-party chat providers. These enhancements enable more efficient agent interactions, better customer experience management, and seamless integration with external chat systems. Consolidated page of all release notes for Agent Chat from Xanadu 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 Xanadu 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 | |-|-| | 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__10} | Release | Release notes | |-|-| | Xanadu | [Use](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. [Use](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__18} | Release | Release notes | |-|-| | 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__26} | Release | Release notes | |-|-| | 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__34} | Release | Release notes | |-|-| | 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__42} | Release | Release notes | |-|-| | 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 [Configure](https://www.servicenow.com/docs/access?context=ci-agent-chat-configuring&family=xanadu&ft:locale=en-US). | | Yokohama | No updates for this release. | | Zurich | 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](https://www.servicenow.com/docs/access?context=ci-agent-chat-configuring&family=zurich&ft:locale=en-US). Important: Agent Chat is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Agent Chat we have noted them here. {#dfrn3-agentchat-summary__entry__50} | Release | Release notes | |-|-| | 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__58} | Release | Release notes | |-|-| | 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__66} | Release | Release notes | |-|-| | 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__74} | Release | Release notes | |-|-| | 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__82} | Release | Release notes | |-|-| | 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. | [ ]