HR Service Delivery Virtual Agent Conversations release notes

  • Release version: Store
  • Updated January 20, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of HR Service Delivery Virtual Agent Conversations Release Notes

    The HR Service Delivery Virtual Agent Conversations release notes detail updates and fixes for the ServiceNow Store application, focusing on enhancements to the virtual agent's capabilities in HR service delivery. This tool offers a 24/7 self-service experience for employees, enabling them to address HR inquiries efficiently and allowing HR agents to concentrate on more complex tasks.

    Show full answer Show less

    Key Features

    • Enhanced HR Case Management: Users can now include HR cases in conversations, streamlining the process for cases created in the last 90 days.
    • Employee Information Management: The new EmployeeInfoUpdate topic allows users to update contact information from a single interaction.
    • Notification System: Employees, managers, and mentors receive notifications related to new journeys and task updates, facilitating better communication.
    • Out-of-the-Box Templates: Nine new topic templates for common HR inquiries are available for customization.

    Key Outcomes

    With each version update, the virtual agent addresses bugs and security issues while introducing new features that enhance user experience. Customers can expect improved conversation flows, increased automation in HR tasks, and overall higher employee satisfaction and productivity as a result of these enhancements. The ongoing updates ensure compatibility and performance improvements, making the virtual agent a vital tool in modern HR service delivery.

    Version history for the HR Service Delivery Virtual Agent Conversations content 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 24.2.11 - January 2026
    • Fixed:
      • Minor defect fixes
      • Fixed a major issue with VA conversations timing out when HR ESC Experience is used
    Version 24.2.10 - December 2025
    • Fixed:
      • Minor fixes
      • Fixed a major issue with VA conversations timing out when HR ESC Experience is used
    Version 24.2.9 - August 2025
    Minor bug fixes
    Version 24.2.8 - May 2025
    Fixed: A few bugs are addressed.
    Version 24.2.7 - November 2024
    • Table ACL Bypass via GlideAggregate/GlideRecord Encoded Query
    • Add RCAs for Chat Recommendation and Sidebar for HR VA in the target scope.
    • Missing RCAs for Conversational Analytics
    • Test failures due to RCADEF0481199: HR VA context profile applied to non-HR conversations
    • End chat button on interactions created in HR VA scope is not visible to users with case writer role if glide.enforce_security_scope.sn_hr_va property is set to 'true'
    Version 24.2.5 - June 2024
    Fixed: Security issues.
    Version 24.2.2 - February 2024
    The issues related to the Virtual agent topic ID and RCA related to chat summarization in the Now Assist panel are fixed.
    Version 24.2.1 - November 2023
    New: You can include HR cases in Virtual Agent Conversations using a default setting in Topic Recommendations which will include the cases created in the last 90 days.
    Version 24.1.0 - August 2023
    New: Introduced a new topic EmployeeInfoUpdate that enables users to update their Phone number, Email, and Address from a single topic.
    Version 24.0.4 - September 2022
    Bug fixes for all conversations to open seamlessly in designer and ensure secure live agent transfers.
    Version 24.0.3 - August 2022
    • New:
      • Employee, manager and mentor are notified ;when a new Journey is created. Further manager can add mentors through VA.​
      • When manager adds new mentor in the Journey, new mentor, employee and manager are notified.​
      • Employee, manager and mentor are notified when comment is added in the JA ask of the Journey and can further comment back through VA.​
      • User is notified if they have overdue Journey tasks that are not more than 9 days old.​
      • User is notified when an approval request part of Journey is assigned to them and can take action of approving or rejecting the request through VA.​
    Version 23.0.1 - May 2022
    • New: As part of this release, nine new Out of box example topic templates are provided to the customers to customize and use:
      • 401kBenefitsInquiry
      • ChangeInBenefitsInquiry
      • DownloadPayslipRequest
      • EmploymentVerificationLetter
      • EnrollNewBeneficiary
      • HRAccountAccessRequest
      • HRCaseFollowUp
      • HSAInquiry
      • TuitionReimbursementRequest
    • Changed: The existing GeneralHRInquiry intent is Deprecated (Soft Deprecation).
    Version 22.0.2 - February 2022
    Get instant resolution to repetitive HR service tasks and requests with HR Service Delivery Virtual Agent - an automated, conversational chatbot that understands natural human language. HR Service Delivery Virtual Agent provides customers and employees with a 24/7 self-service experience. It assists Employees in finding help related to HR-related inquiries on their own, thus freeing the HR agents to work on more meaningful tasks while increasing employee satisfaction and productivity. HR Service Delivery Virtual Agent Conversations include common HR conversation workflows to help you accelerate the deployment of your HR Service Delivery Virtual Agent.