ServiceNow Voice for CSM release notes

  • Release version: Store
  • Updated April 9, 2026
  • 1 minute to read

    • Version history for the ServiceNow AI Platform capabilities ServiceNow Voice for CSM application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 3.11.1 - April 2026
    Fixed in this Release: Resolved "out of memory" and performance issues that occurred when a form contained unused fields with scripted conditions
    Version 3.11.0 - March 2026
    Minor bug fixes.
    Version 3.10.0 - February 2026
    New in this Release: Security update role change from admin role to sn_cti_core.admin role for administration and configuration.
    Version 3.9.1 - August 2025
    Fix in this release: Importing "lex.json.zip" does not fail on AWS during the creation of the Lex Bot step.
    Version 3.7.0 - November 2024
    New: Call summarization: Support for outbound call and support when real time transcript is not available.
    Version 3.6.1 - May 2024
    Starting with the Washington DC release, the ServiceNow Voice for CSM capabilities are available for the unified consumer role (sn_customerservice.unified_consumer). This role is assigned to internal users who are employees and can also act as consumers. For more information on unified consumer, see Configuring a user as a Unified Consumer on docs.servicenow.com.
    Version 3.5.0 - February 2024
    • New:
      • Voice calls from Amazon Connect can now be routed by ServiceNow Advanced Work Assignment (AWA)
      • The setup guide includes an option for Amazon Connect Contact Contact Flows to use AWA Voice Routing
    Version 1.0.14 - May 2021
    Fixed: Incoming calls from a customer are now assigned to the contact field instead of the consumer field of an interaction record.
    Version 1.0.13 - December 2020
    Fixed: Improved performance for creating interactions during incoming calls.
    Version 1.0.11 - October 2020
    The ServiceNow® Cloud Call Center for CSM application provides seamless interactive voice response and calling experiences for your customers and agents by integrating a cloud contact center provider with the robust capabilities of the ServiceNow® Customer Service Management application.