Combined Agent Chat release notes for upgrades from Yokohama to Zurich
Summarize
Summary of Combined Agent Chat release notes for upgrades from Yokohama to Zurich
This consolidated release notes document provides ServiceNow customers with a clear summary of updates and changes when upgrading Agent Chat from the Yokohama to the Zurich release family. It is designed to help you prepare for the upgrade by outlining new features, changes, deprecations, and activation requirements relevant to Agent Chat during this transition.
Show less
New Features
- Third-party chat integrations: The Zurich release introduces a new customer message area that supports enhanced real-time updates from third-party chat providers.
- Individual messages from third-party bots are now correctly attributed to the relevant customer and agent, improving conversation clarity.
- Support for agent and queue transfers to third-party chat systems has been added, enabling seamless handoffs across platforms.
- You can configure show or hide capabilities to meet specific Contact Center as a Service (CCaaS) chat integration requirements, allowing for tailored user experiences.
Changes, Removed Features, and Deprecations
There were no changes, removals, or deprecations to Agent Chat features between Yokohama and Zurich releases.
Activation Information
Agent Chat in Zurich is available as part of the ServiceNow AI Platform and requires activation of the Agent Chat plugin (com.glide.interaction.awa).
For detailed configuration steps, refer to the official Configuring Agent Chat documentation.
Additional Requirements and Browser Compatibility
No new additional requirements or browser changes were introduced for Agent Chat from Yokohama to Zurich.
Accessibility and Localization
Accessibility compliance and localization considerations remain unchanged in the Zurich release compared to Yokohama.
Practical Impact for ServiceNow Customers
By upgrading to Zurich, you gain enhanced integration capabilities with third-party chat providers, improving real-time communication and transfer workflows. The upgrade requires plugin activation but introduces no disruptive changes or deprecated features, ensuring a smooth transition.
Leverage these new features to create more seamless and efficient agent interactions across multiple chat platforms while maintaining compliance and compatibility standards.
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.
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 |
|
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. |