Agent Chat release notes

Release version: Brazil
Updated September 10, 2026
1 minute to read

The ServiceNow® Agent Chat application enables agents to interact directly with end users through chat. See the following sections for release notes by version.

About Agent Chat

  • Agents interact using natural language, reducing the learning curve and allowing them to handle customer inquiries more intuitively without navigating complex menus or forms.
  • Agent Chat connects directly to ServiceNow workflows, enabling agents to access customer context, update records, and resolve issues without switching between systems.
  • AI-powered responses and automation handle routine inquiries, freeing agents to focus on complex, high-value interactions and improving overall productivity and job satisfaction.

See Agent Chat for more information.

Activation and other requirements

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.

Brazil Early Availability

Ensure that you don't miss any assignments, even when you're working outside of the workspace.

What's new

Customize Agent Chat inbox

Receive notifications of newly assigned work items in your inbox, even when you're working outside of the workspace. This new notification flag ensures that you don't miss assignments.