---
sourceDocument: Zurich Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/zurich/release-notes

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# Agent Chat release notes

# Agent Chat release notes {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The ServiceNow®
Agent Chat application enables agents to interact directly with end users through chat. Agent Chat was enhanced and updated in the Zurich release.

## About Agent Chat {#agent-chat-rn__agent-chat-rn-highlights}

Integrate and use Agent Chat with third-party chat apps.{#agent-chat-rn__agent-chat-rn-highlights-1}

See [Using Agent Chat](https://www.servicenow.com/docs/access?context=ci-agent-chat-using&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) for more information.{#agent-chat-rn__agent-chat-rn-highlights-2}

## Activation and other requirements

Important:  
Agent Chat is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

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](https://www.servicenow.com/docs/access?context=ci-agent-chat-configuring&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US).{#agent-chat-rn__agent-chat-rn-activation-1}

## Zurich {#ariaid-title2}

The ServiceNow®
Agent Chat application enables agents to interact directly with end users through chat. Agent Chat was enhanced and updated in the Zurich release.

### What's new {#agent-chat-rn-release__agent-chat-rn-new-features}

[Third-party chat integrations](https://www.servicenow.com/docs/access?context=ci-agent-chat-using&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US)
:   Use the new customer message area for third-party chat integrations to see these features:

    * Third-party chat providers can update messages in real time.
    * Individual messages from third-party bots are correctly attributed to the appropriate customer and agent.
    * Agent and queue transfers to third-party chat systems are supported.
    * Show or hide capabilities for specific Contact Center as a Service (CCaaS) chat integration requirements can be configured.
    {#agent-chat-rn-release__ul_xmm_vkw_lfc}
{#agent-chat-rn-release__agent-chat-rn-new-features-1}