---
sourceDocument: Store Version History Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/store-release-notes

 Release :

    - store

ft:locale :

    - en-US

ft:publication_title :

    - Store Version History Release Notes

ft:clusterId :

    - rnst

bundleId :

    - rnst


---

# ServiceNow Voice for CSM release notes

# ServiceNow Voice for CSM release notes {#ariaid-title1}

Release version: Store  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes 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](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website.

## Version history

Version 3.12.4 - September 2026
:   Changed: Updated the 'Setup PIN' catalog item for Angular portal compatibility to replace deprecated UI16 catalog experience.

Version 3.12.2 - August 2026
:   Changed: Updated the 'Setup PIN' catalog item for Angular portal compatibility to replace deprecated UI16 catalog experience.

Version 3.12.0 - July 2026
:
    * New:
      * ServiceNow Voice AI-enabled Amazon Connect inbound contact flows:
        * ServiceNow Voice for CSM now provides Voice AI-enabled Amazon Connect inbound contact flows. When Voice AI is enabled during setup, customers receive pre-configured flows for bot routing with live agent transfer. Standard flows are available for non-Voice AI deployments. Voice service IDs are automatically passed through for seamless bot-to-agent handoff.

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.{#store-platcap-rn-servicenow-voice-for-csm__latest-servicenow-voice-for-csm}
{#store-platcap-rn-servicenow-voice-for-csm__latest-servicenow-voice-for-csm}

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.