--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-yokohama-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zy bundleId : - delta3zy --- # Combined Agent Chat release notes for upgrades from Yokohama to Zurich # Combined Agent Chat release notes for upgrades from Yokohama to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Yokohama to Zurich This consolidated update provides ServiceNow customers with a comprehensive view of Agent Chat enhancements and changes when upgrading from the Yokohama to the Zurich release. It focuses on new features, activation steps, and integration capabilities introduced in Zurich, while noting the absence of changes or deprecations in other areas. Show full answer Show less ## Key Features * **Third-party Chat Integrations:** Zurich introduces a new customer message area supporting real-time updates from third-party chat providers. This ensures accurate attribution of bot messages to the correct customer and agent. * **Agent and Queue Transfers:** Support is now provided for transferring agents and queues to third-party chat systems, enhancing flexibility in handling customer interactions. * **Configurable Display Options:** Administrators can configure show or hide capabilities tailored to specific Contact Center as a Service (CCaaS) chat integration requirements, allowing customized interaction experiences. ## Activation and Requirements * **Activation:** Agent Chat is an AI Platform feature activated via the Agent Chat plugin (com.glide.interaction.awa). Customers should refer to the Configuring Agent Chat documentation for detailed setup guidance. * **Availability:** The Agent Chat plugin is available through the ServiceNow Store. * **Other Requirements:** There are no changes to browser, accessibility, localization, or additional requirements between Yokohama and Zurich releases. ## Changes, Removals, and Deprecations No changes, removals, or deprecations in Agent Chat functionality were introduced between Yokohama and Zurich releases. ## Practical Implications for ServiceNow Customers When upgrading to Zurich, customers can expect enhanced integration capabilities with third-party chat systems, supporting seamless message updates, transfers, and tailored configurations. The straightforward activation process via the Agent Chat plugin ensures a smooth transition without additional compatibility concerns. There are no deprecated features to worry about, simplifying upgrade planning. 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. {#dfrn3-agentchat-summary__entry__2} | 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. {#dfrn3-agentchat-summary__entry__8} | Release | Release notes | |-|-| | 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__14} | 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. {#dfrn3-agentchat-summary__entry__20} | 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. {#dfrn3-agentchat-summary__entry__26} | 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. {#dfrn3-agentchat-summary__entry__32} | Release | Release notes | |-|-| | 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__38} | 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. {#dfrn3-agentchat-summary__entry__44} | 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. {#dfrn3-agentchat-summary__entry__50} | 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. {#dfrn3-agentchat-summary__entry__56} | 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. {#dfrn3-agentchat-summary__entry__62} | Release | Release notes | |-|-| | 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. | [ ]