Customer Service Virtual Agent Conversations release notes
Version history for the ServiceNow® Customer Service Virtual Agent Conversations application on the ServiceNow Store.
Important:
For details on system requirements and family compatibility, view the application
listing on the ServiceNow Store
website.
- Version 1.0.5 - April 2026
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- New: Customer Service Virtual Agent Conversations is available as a standalone store application, and auto-installs on instances upgraded to the Australia release or later.
- Changed: Delivery model updated from platform plugin to store application, enabling independent versioning.
- Removed: Plugin-based delivery is deprecated. Support will be removed in the C release.
- Version 1.0.4 - March 2026
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- Customers expect fast answers — but live agent capacity is always limited. Customer Service Virtual Agent Conversations delivers pre-built conversation flows designed specifically for customer service, enabling organizations to automate resolution of common inquiries across chat and messaging channels without any live agent involvement.
- Built natively on ServiceNow, these Virtual Agent topic flows integrate directly with CSM data — cases, orders, account information — so customers get accurate, personalized responses in real time. Teams can deploy ready-made conversations for high-volume scenarios like case status checks, order updates, and account inquiries, reducing time-to-value compared to building flows from scratch.
- The result is higher deflection of routine requests, reduced queue pressure on live agents, and faster resolution for customers — all managed within the ServiceNow platform organizations already use.