Combined Agent Chat release notes for upgrades from Yokohama to Zurich

Consolidated page of all release notes for Agent Chat from Yokohama 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 Yokohama 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
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
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
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
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
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
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
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
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
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
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
Yokohama	No updates for this release.
Zurich	Integrate and use Agent Chat with third-party chat apps. See Using Agent Chat for more information.