--- 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 Self-service and omnichannel engagement for CSM release notes for upgrades from Xanadu to Zurich # Combined Self-service and omnichannel engagement for CSM 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) 14 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 Self-service and Omnichannel Engagement for CSM Release Notes (Xanadu to Zurich) This consolidated release notes document outlines the key updates, new features, changes, deprecations, and activation information for Self-service and Omnichannel Engagement in Customer Service Management (CSM) from the Xanadu through Zurich releases. It serves as a comprehensive guide for ServiceNow customers preparing to upgrade, providing practical information on enhancements that improve agent productivity, customer engagement, and integration capabilities with third-party systems. Show full answer Show less ## Key Features * **Interaction Controls Component (ICC) and Contact Center Integration Core:** Enables agents to manage calls directly within the Configurable Workspace, including call controls like mute, hold, and transfer. ICC also integrates with third-party Contact Center as a Service (CCaaS) platforms, supporting telephony features and data synchronization such as queues, skills, and wrap-up codes. * **Business Portal:** Provides customer self-service capabilities including knowledge articles, service catalogs, case management, and Virtual Agent support with low-code configuration widgets to reduce maintenance. * **Email as an Interaction:** Transforms email communications into tracked interactions, centralizing customer communication, reducing duplicate case creation, and notifying agents of customer responses. * **Amazon Connect Integration:** Supports inbound and outbound voice calls managed directly within CRM Workspace, including queue selection for outbound calls to enhance routing and reporting. * **WhatsApp Cloud API Integration:** Offers direct, rich media messaging within CSM without reliance on third-party tools, including text, images, audio, videos, interactive controls, and Virtual Agent support. * **Callback Management Enhancements:** Allows customers to request immediate or scheduled callbacks, with agents able to view, initiate, transfer, and monitor these callbacks efficiently within the voice interaction page. * **Global Call List and Phone Directory:** Facilitates seamless call handling and workspace switching for agents, with embedded phone directory access for outbound calls. * **Coral Theme and Accessibility:** Introduces a new default portal theme with brand-neutral illustrations and a dark mode option for improved readability and reduced eye strain. ## Key Changes * **Email Interaction Page Enhancements:** New UI components including Contact cards, Customer History tabs, New Activity markers, and modeless dialogs enable agents to manage email interactions more efficiently while maintaining context. * **Data List Widget Improvements:** Offers dynamic, role-based, and guest view configuration, automatic URL parameter passing, script-based view selection, and configurable sorting for richer portal experiences. * **Callback and Queue Management:** Improved callback handling with transfer capabilities, scheduled callback options, expanded reason categories, and bulk assignment of service channels to queues streamline agent workflows. * **Unified Email Routing via CCaaS:** Supports external routing, interaction hold with capacity management, automated customer reminders, and rerouting for agent unavailability to optimize email handling. * **Agent Chat Enhancements:** Allows agents to leave chats without ending sessions for others, multiple wrap-up codes per chat, and confirmation prompts before closing chat tabs. * **ICC Call Control Notifications:** Agents receive alerts when supervisors join or coach calls during live monitoring. ## Deprecations * The Customer Service CTI Demo Data Plugin and CTI Softphone Plugin are no longer supported or enhanced starting with the Zurich release. ## Activation and Installation * Self-service and omnichannel engagement applications such as OpenFrame and ICC must be requested and installed via the ServiceNow Store. * Previous applications including Engagement Messenger, Playbooks for Portals, and Omnichannel apps are also available through the ServiceNow Store for installation. ## Additional Considerations * **Browser Support:** Internet Explorer is not supported for these features. * **Accessibility:** The Coral theme supports a dark mode option to aid usability and compliance. * **Localization:** No new localization updates were introduced between Xanadu and Zurich. ## Practical Benefits for ServiceNow Customers * Enhances agent efficiency by embedding comprehensive call controls and interaction management directly into the workspace. * Improves customer experience with richer omni-channel communication options including WhatsApp integration and callback scheduling. * Reduces administrative overhead and duplicate cases through email interaction tracking and unified routing. * Enables better integration with third-party contact centers ensuring consistent data and seamless telephony workflows. * Offers customizable portal widgets and improved UI components that support role-based access and dynamic content delivery. * Supports compliance and operational continuity with deprecation notices and clear activation paths for new capabilities. Consolidated page of all release notes for Self-service and omnichannel engagement for CSM from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Self-service and omnichannel engagement for CSM 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 Self-service and omnichannel engagement for CSM to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-selfserviceandomnichannelengagementforcsm-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 Self-service and omnichannel engagement for CSM. {#dfrn3-selfserviceandomnichannelengagementforcsm-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Interaction Controls Component (ICC)](https://www.servicenow.com/docs/access?context=contact-center-integration-with-icc&family=yokohama&ft:locale=en-US) : As an agent, manage calls, such as muting, holding, and transferring, directly within the Configurable Workspace. As a part of the new Voice interaction page experience, the ICC framework helps improve workflow efficiency and promotes a consistent agent experience across all channels. Note: ICC must be integrated with your specific Contact Center as a Service (CCaaS) plugin to establish the telephony connection. Connect customers with field agents or third-party support teams in the embedded call interface. Choose between the following transfer options: * Consult transfer: Share the call context with the external contact before transferring the customer. * Blind transfer: Immediately transfer the call to the external contact. [Business Portal](https://www.servicenow.com/docs/access?context=configure-business-portal&family=yokohama&ft:locale=en-US) : Support your customers through the Business Portal self-service capabilities, such as knowledge articles, service catalogs, case management, Virtual Agent, and others. Help reduce maintenance effort through low-code configurations on pages with configurable widgets. [Email as an Interaction](https://www.servicenow.com/docs/access?context=email-channel&family=yokohama&ft:locale=en-US) : Enhance case management with the Email as an Interaction feature. * Transform emails into interactions, enabling customer communication to be tracked in a central location and help avoid unnecessary case creation. * Manage straightforward customer inquiries via email, create cases for more complex issues, or link emails to existing cases. * Notify agents on email responses received from customers. [Integrating Conversational SMS with AWS End User Messaging](https://www.servicenow.com/docs/access?context=conversational-sms-integration-amazon&family=yokohama&ft:locale=en-US) : Integrate the ServiceNow SMS channel with AWS end-user messaging to engage in conversations with Now Virtual Agent and live agents to address and resolve any customer queries or issues. [Contact Center Integration Core](https://www.servicenow.com/docs/access?context=contactcenter-integration&family=yokohama&ft:locale=en-US) : As an admin, import data automatically from a third-party contact center as a service (CCaaS) application to facilitate external routing and third-party telephony integration in their ServiceNow® instance. Note: The Contact Center Integration Core is a framework that includes voice call features, which doesn't work unless CCaaS implements it. * Import records such as queues, skills, and wrap-up codes from a third party into your ServiceNow instance. * Maintain data consistency between your ServiceNow instance and third-party systems. Verify that chats and cases are routed to the correct agent and that the correct wrap-up codes are available when dispositioning an interaction. [OpenFrame Integration to Interaction Controls Component (ICC)](https://www.servicenow.com/docs/access?context=interaction-controls-component&family=yokohama&ft:locale=en-US) : ICC is a new component for a native call controls interface embedded in Agent Workspace. With the ICC component, you can do the following: * Create the state context in OpenFrame to read the state of idle and active call state, and the state of the transfer. * Provide iframe sandbox parameters to allow iframe access to security features and to enable additional iframe restrictions. * Create an extension point implementation to create and get phone log segments. | | Zurich | [Amazon Connect for voice calls via ICC](https://www.servicenow.com/docs/access?context=amazon-connect-for-voice-calls&family=zurich&ft:locale=en-US) : Manage Amazon Connect calls directly in the CRM Workspace voice Interaction record page. This integration supports inbound and outbound call flows, presence management, and call transfers without switching applications. [Selecting queues for outbound calls](https://www.servicenow.com/docs/access?context=select-queues-for-outbound-calls&family=zurich&ft:locale=en-US) : Enable agents to designate a specific queue for their outbound calls directly from the keypad or the phone directory in the Global Call window to improve routing and reporting. This provides a streamlined search interface that enables agents to find and select a single queue that can be applied across all outbound dialing methods. [Integrating WhatsApp with Customer Service Management using the WhatsApp Cloud API](https://www.servicenow.com/docs/access?context=messg-integrating-whatsapp-with-csm-whatsapp-cloud&family=zurich&ft:locale=en-US) : Connect directly to WhatsApp Cloud API for more reliable, feature-rich customer support without third-party dependencies. The key capabilities include the following: * Send and receive text messages for direct customer communication. * Exchange images, videos, audio files, and documents for clearer, more contextual conversations. * Simplify customer input with list pickers and location sharing. * View typing indicators for more natural conversational flow. * Automatically capture and record customer opt-in and opt-out messages to ensure compliance with WhatsApp's messaging policies. [Voice Controls Simulator tool](https://www.servicenow.com/docs/access?context=voice-control-simulator-tool&family=zurich&ft:locale=en-US) : Test and validate voice call UI flows in the CRM Workspace to ensure CCaaS partners have clear insights into their supported voice control capabilities. [Monitoring calls](https://www.servicenow.com/docs/access?context=call-monitoring&family=zurich&ft:locale=en-US) : Enable supervisors to monitor, coach, and barge-in on calls in real time by integrating ServiceNow's native voice call feature within an active call interface. [Defining CCaaS callbacks](https://www.servicenow.com/docs/access?context=interaction-controls-component-icc-callback-integration-features&family=zurich&ft:locale=en-US) : * Offer callers a callback option that lets them retain their position in the queue and receive a call when an agent is available. Alternatively, callers can choose a specific date and time for the callback, also known as scheduled callback. * As an agent, view callback requests in the order that they're received. [CCaaS callback features](https://www.servicenow.com/docs/access?context=contact-center-intergration-with-icc-callback&family=zurich&ft:locale=en-US) : As an agent, address callback requests from the CRM Workspace. Initiate callbacks and manage active calls with the Callback context card and Callback Actions component on the voice interaction page. On the Callback actions component, you can use the Call number option to initiate a call; alternatively, the call can be initiated automatically at the end of the preview timer when enabled. After the call has ended, the Close callback option closes the callback interaction and changes the status to Closed complete. Agents can also retry the callback as needed. Monitor the callback life cycle and capture the preview time that measures the time between when an agent accepts the callback request and the agent dials out the customer. [Global call list](https://www.servicenow.com/docs/access?context=ccaas-global-call-list&family=zurich&ft:locale=en-US) : Switch between workspaces using the global call list. As a CSM agent, you can accept calls and open interaction records in supported, unsupported, or default workspaces. [Phone directory](https://www.servicenow.com/docs/access?context=ccaas-phone-directory&family=zurich&ft:locale=en-US) : Access the embedded phone directory in your CRM Workspace via Interaction Controls Component (ICC) to make outbound calls to external and internal contacts. [Call resiliency](https://www.servicenow.com/docs/access?context=ccaas-call-resiliency&family=zurich&ft:locale=en-US) : Route phone calls to the CRM Workspace without creating an interaction record, helping agents handle calls even during connectivity issues. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Self-service and omnichannel engagement for CSM features. {#dfrn3-selfserviceandomnichannelengagementforcsm-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Using the email interaction page](https://www.servicenow.com/docs/access?context=using-email-interaction-page&family=yokohama&ft:locale=en-US) : The following UI elements have been added to the Email Interaction page: * A Contact card to simplify the process of adding and viewing customer information. * A Customer History tab that displays the details of previous conversations between the customer and the agent. [Using the email interaction page](https://www.servicenow.com/docs/access?context=using-email-interaction-page&family=yokohama&ft:locale=en-US) : Manage and view customer-related information and past conversations while interacting with customers via email. [Now Assist conversational experience in self-service portals](https://www.servicenow.com/docs/access?context=nass-portal&family=yokohama&ft:locale=en-US) : Receive comprehensive and detailed answers with intelligent search and conversational experiences using Now Assist in Virtual Agent. The search results are synthesized from Knowledge Base articles, Virtual Agent articles, and catalog items with links to the sources. The agent retains conversation context across multi-turn questions, promoting continuity and relevance in responses. | | Zurich | [Portal Data List widget](https://www.servicenow.com/docs/access?context=portal-data-list-widget&family=zurich&ft:locale=en-US) : The Data List widget now offers more configuration flexibility and supports dynamic, context‑aware view selection. Key enhancements include: * Role‑Based and Guest Views: Use the new role_based_views and guest_view options to define different views for different user roles and for unauthenticated users removing the dependency on a single static view. * Automatic URL Parameter Passing: Pass URL parameters automatically into scripts invoked from Data List instance options enabling admins to build richer, multi‑parameter conditions without extra setup. * Script‑Based View Selection: Use the Data List Condition Script option to choose a view dynamically. Scripts can evaluate URL parameters and other context to determine the most appropriate view at runtime. * Configurable Default Sorting: Define initial sorting behavior using the new sort_by and sort_order options letting the users see a meaningful default order when the list loads. [Selecting queues for outbound calls](https://www.servicenow.com/docs/access?context=select-queues-for-outbound-calls&family=zurich&ft:locale=en-US) : The following UI components have been added to the Global Call window when making outbound calls from a keypad or phone directory: * A new Search field to search and select from a list of available queues. * A new toggle control that applies the selected queue to either the current call or all outbound calls by default. This option appears after selecting a queue. [CCaaS callback features](https://www.servicenow.com/docs/access?context=contact-center-intergration-with-icc-callback&family=zurich&ft:locale=en-US) : Callback management has been improved to make handling requests easier for agents. The key changes include: * Equip agents to transfer the callback requests before dialing the call, enhancing flexibility in managing customer interactions. * Enable scheduled callbacks, which help customers to choose a preferred callback time in addition to the existing ASAP option. * Facilitate agents to view the list of queues and other agents for easier callback transfers and efficient customer management. * Capture callback reasons more effectively with the expanded Reason for Call field, which includes additional choice values. [Unified routing of email interactions via CCaaS](https://www.servicenow.com/docs/access?context=using-email-interaction-customer-service-management&family=zurich&ft:locale=en-US) : Email interaction handling has been enhanced to improve efficiency and responsiveness in managing customer communications. The key changes include: * Support external routing of email interactions. * Enable agents to put email interactions on hold while waiting for customer responses. * Notify CCaaS when an interaction is put on hold so that CCaaS can free up the agent's capacity for handling other interactions. * Send automatic email reminders to customers for interactions that are on hold for a configurable period. * Reroute email interactions to available agents when the originally assigned agent is unavailable. * Prevent creating outbound email interactions when emails are sent on top of cases. [Import queues](https://www.servicenow.com/docs/access?context=import-queues&family=zurich&ft:locale=en-US) : Use bulk action to assign service channels to multiple queues simultaneously during queue-import, simplifying queue management for CCaaS integrations. [Using the voice interaction page for callback requests](https://www.servicenow.com/docs/access?context=csm-native-voice-record-page&family=zurich&ft:locale=en-US) : The following UI components have been added on the voice interaction page to manage callback requests: * A Callback Actions component enables agents to initiate a call to the customers. * A Callback Context card enables agents to get quick context before initiating the call. * A Transfer button has been added in the Callback actions component to enable agents to transfer callback requests. * The scheduled start time option has been added in the callback context card to help agents access the date and time of the scheduled callback and enable smoother conversations. * The callback context card appears at the center of the voice interaction page to help agents stay informed and efficient during customer interactions. * The following options have been added to the Reason for the Call list to help agents better capture the reason for callbacks: * Customer Survey * Sales Discovery * Product Feedback * Customer Relationship Building [Using the email interaction page](https://www.servicenow.com/docs/access?context=using-email-interaction-page&family=zurich&ft:locale=en-US) : The following changes have been made to the Email Interaction page: * A New Activity marker has been added to help distinguish the most recent conversation. * A modeless dialog has been added to respond to emails without interrupting your workflow, enabling you to multitask and easily refer to record details. * A compact email header has been added to help you focus on key message details. * The activity stream shows only the latest reply in the email conversation for each response. [Using Agent Chat](https://www.servicenow.com/docs/access?context=ci-agent-chat-using&family=zurich&ft:locale=en-US) : A Leave Chat button has been added to the record page so you can leave the chat without ending the session for other participating agents. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Using the email interaction page](https://www.servicenow.com/docs/access?context=using-email-interaction-page&family=zurich&ft:locale=en-US) : View annotations for the most recent activity along with a compact email header that includes the subject, sender, and receiver details in the activity stream. Focus on new or unread email messages rather than the entire email conversation.View or edit the interaction record while drafting an email in a modeless dialog, keeping all relevant information accessible. [Using Agent Chat](https://www.servicenow.com/docs/access?context=ci-agent-chat-using&family=zurich&ft:locale=en-US) : Leave a chat without ending it for other agents, enabling you to complete your task and exit the chat.Confirm before closing a chat tab to avoid unintentionally leaving the chat. Enable multiple agents to add wrap-up codes and comments for a single chat. [Import queues](https://www.servicenow.com/docs/access?context=import-queues&family=zurich&ft:locale=en-US) : Review and update queues imported from a contact center in a post-import page. The post-import page for a queue mirrors the existing post-import pages for skills and wrap-up codes, providing a consistent user experience. [ICC call control features](https://www.servicenow.com/docs/access?context=interaction-controls-component-icc-call-interaction-features&family=zurich&ft:locale=en-US) : Notify agents when a supervisor is coaching or has joined an active call while monitoring agents directly through the CCaaS system. | [ ] ## Removed Between your current release family and Zurich, some Self-service and omnichannel engagement for CSM features or functionality were removed. {#dfrn3-selfserviceandomnichannelengagementforcsm-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 Self-service and omnichannel engagement for CSM features or functionality were deprecated. {#dfrn3-selfserviceandomnichannelengagementforcsm-summary__entry__34} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Starting with the Zurich release, Customer Service CTI Demo Data Plugin and CTI Softphone Plugin are no longer deployed, enhanced, or supported. For details, see the [Deprecation Process \[KB0867184\]](https://hi.service-now.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base, [Components installed with Customer Service CTI Demo Data](https://www.servicenow.com/docs/access?context=r_InstalledWithCustServCTIDemoData&family=zurich&ft:locale=en-US), and [Components installed with CTI Softphone](https://www.servicenow.com/docs/access?context=r_InstalledWithCCTISoftphone&family=zurich&ft:locale=en-US). | [ ] ## Activation information Review information on how to activate Self-service and omnichannel engagement for CSM. {#dfrn3-selfserviceandomnichannelengagementforcsm-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | Activation information : Install the Engagement Messenger, Playbook for Portals, and Omnichannel applications by requesting them from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=yokohama&ft:locale=en-US). Important: Engagement Messenger, Playbooks for Portals, and Omnichannel applications are available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Install self-service and omnichannel applications, such as OpenFrame and Interaction Controls Component (ICC), by requesting them from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). Important: Self-service and omnichannel applications are 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 Self-service and omnichannel engagement for CSM we have noted them here. {#dfrn3-selfserviceandomnichannelengagementforcsm-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 Self-service and omnichannel engagement for CSM we have noted them here. {#dfrn3-selfserviceandomnichannelengagementforcsm-summary__entry__58} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | Browser requirements : Internet Explorer isn't supported. | | Zurich | Browser requirements : Internet Explorer isn't supported. For more information, see [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=zurich&ft:locale=en-US). | [ ] ## Accessibility information Review details on accessibility information for Self-service and omnichannel engagement for CSM, such as specific requirements or compliance levels. {#dfrn3-selfserviceandomnichannelengagementforcsm-summary__entry__66} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Accessibility information : Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | [ ] ## Localization information If there are specific localization considerations for Self-service and omnichannel engagement for CSM we have noted them here. {#dfrn3-selfserviceandomnichannelengagementforcsm-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 Self-service and omnichannel engagement for CSM we have noted them here. {#dfrn3-selfserviceandomnichannelengagementforcsm-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | * Integrate with contact centers using Contact Center Integration Core to import data from a third party contact center as a service (CCaaS) application. * Better integrate with contact centers by adding call controls to Agent Workspace with Interaction Controls Component (ICC). * Enhance B2B customer support through ServiceNow® self-service capabilities with the new Business Portal. * Provide a consistent experience for agents handling omnichannel interactions through email interactions, which preserve the context for agents by associating the email conversation between the agent and the customer. * Improve contact center efficiency by helping avoid the creation of duplicate cases through the use of the Email as an Interaction feature. See [Omnichannels for communicating with customers](https://www.servicenow.com/docs/access?context=omnichannels-communicating-customers&family=yokohama&ft:locale=en-US), [Self-service](https://www.servicenow.com/docs/access?context=self-service-options-csm-customers&family=yokohama&ft:locale=en-US), and [Playbooks for Portals](https://www.servicenow.com/docs/access?context=playbooks-for-portals&family=yokohama&ft:locale=en-US) for more information. | | Zurich | * Integrate Amazon Connect with Interaction Controls Component (ICC) voice call features to allow agents manage phone interactions directly within their Workspace. * Allows agents to select a queue when making outbound calls to improve routing, reporting, and compliance. * Integrate WhatsApp Cloud API with CSM to enable rich media messaging, interactive controls, Virtual Agent automation, and Agent Workspace support without third-party dependencies. * Enable external routing of email interactions to reduce administrative effort. * Improve agent callback transfers for smoother handovers and support customers to request scheduled callbacks. See [Omnichannels for communicating with customers](https://www.servicenow.com/docs/access?context=omnichannels-communicating-customers&family=zurich&ft:locale=en-US) and [ICC for voice calls](https://www.servicenow.com/docs/access?context=contact-center-integration-with-icc&family=zurich&ft:locale=en-US) for more information. | [ ]