Combined Agent Chat release notes for upgrades from Xanadu to Zurich

  • Release version: Zurich
  • Updated July 20, 2026
  • 3 minutes to read
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    Summary of Combined Agent Chat release notes for upgrades from Xanadu to Zurich

    This consolidated release notes document provides ServiceNow customers with a comprehensive overview of the Agent Chat updates from the Xanadu release through to Zurich. It is designed to help you prepare for your upgrade by summarizing new features, changes, activation instructions, and important upgrade considerations across multiple release families.

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    New Features

    • Xanadu:
      • Trigger Now Assist enables agents to generate and edit recommended chat responses, with options to adjust response length.
      • Multi-language support for chat summarizations, configurable by channels and roles in the Now Assist Admin console.
    • Zurich:
      • Enhanced third-party chat integrations with a new customer message area that supports real-time message updates.
      • Proper attribution of individual messages from third-party bots to customers and agents.
      • Supports agent and queue transfers to third-party chat systems.
      • Configurable show/hide capabilities tailored to Contact Center as a Service (CCaaS) chat integration requirements.
    • Yokohama: No updates for this release.

    Changes, Removals, and Deprecations

    There were no changes, removals, or deprecations in Agent Chat features between Xanadu and Zurich releases, ensuring stability of existing functionality during upgrade.

    Activation and Configuration

    Agent Chat is a ServiceNow AI Platform feature activated via the Agent Chat plugin (com.glide.interaction.awa) in both Xanadu and Zurich releases. Customers should refer to the respective configuration guides for detailed setup instructions.

    Additional Considerations

    • Pre- and Post-Upgrade Tasks: Review and complete any specified tasks before upgrading to Zurich.
    • Browser, Accessibility, Localization: No changes or new requirements were introduced in these areas across the releases.
    • Highlight Information:
      • Xanadu introduced Trigger Now Assist for recommended responses.
      • Zurich enables integration with third-party chat applications.

    What to Expect

    Upgrading to Zurich will enhance your Agent Chat capabilities with improved AI-assisted responses and seamless integration with third-party chat systems, providing a more dynamic and efficient agent experience. The stable feature set ensures consistent operations without deprecated or removed functionality.

    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.

    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.

    Release Release notes

    Xanadu
    Use
    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
    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
    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.

    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.

    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.

    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.

    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.

    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.

    Additional requirements

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

    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.

    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.

    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.

    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.

    Release Release notes

    Xanadu

    Trigger Now Assist to generate a recommended response while interacting with users in Agent Chat.

    See Agent Chat for more information.

    Yokohama

    		 No updates for this release.

    Zurich

    Integrate and use Agent Chat with third-party chat apps.

    See Using Agent Chat for more information.