---
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


---

# Customer Engagement Sequences release notes

# Customer Engagement Sequences release notes {#ariaid-title1}

Release version: Zurich  
Updated November 18, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
The ServiceNow®
Customer Engagement Sequences application enables customer-focused teams to execute structured, personalized outreach and follow-up activities to engage customers throughout the time they're associated with your
business. Customer Engagement Sequences is a new application in the Zurich release.

## About Customer Engagement Sequences {#customer-engagement-sequences-rn__customer-engagement-sequences-rn-highlights}

* Design sequences to initiate workflows from multiple record-based events, with outcome-based decision nodes between stages, and runtime permissions.
* Control access to various features and capabilities using the new granular roles.
* Enable click-to-call for agents by configuring the Schedule Call activity and integrating with platforms such as Amazon Connect.
* Automate and personalize customer journeys with a no-code playbook interface and guided task flows.
* Drive high-impact telesales scenarios such as product surveys, lead qualification, and proactive engagement campaigns.
{#customer-engagement-sequences-rn__ul_lrm_gtp_fhc}

See [Customer Engagement Sequences](https://www.servicenow.com/docs/access?context=explore-customer-engagement-sequences&version=zurich&pubname=zurich-order-management&ft:locale=en-US) for more information.{#customer-engagement-sequences-rn__customer-engagement-sequences-rn-highlights-2}

## Activation and other requirements

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

Activation information

:   Install Customer Engagement Sequences by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#customer-engagement-sequences-rn__customer-engagement-sequences-rn-activation-1}

## Accessibility and localization

Accessibility information
:

    Dark theme
    :   The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.

## December 2025 {#ariaid-title2}

The ServiceNow®
Customer Engagement Sequences application enables customer-focused teams to execute structured, personalized outreach and follow-up activities to engage customers throughout the time they're associated with your
business. Customer Engagement Sequences is a new application in the Zurich release.

### What's new {#customer-engagement-sequences-rn-2025-12__customer-engagement-sequences-rn-new-features}

[Multi-trigger sequences with decision branches for stages](https://www.servicenow.com/docs/access?context=define-trigger-conditions&version=zurich&pubname=zurich-order-management&ft:locale=en-US)
:   Configure the sequences playbook to start based on multiple conditions across entities, eliminating the need for separate sequences for similar workflows. Add a decision node between stages to determine which stage to run
    next, based on the outcome of the previous stage.

[Schedule call activity for telesales workflows](https://www.servicenow.com/docs/access?context=add-schedule-call-activity&version=zurich&pubname=zurich-order-management&ft:locale=en-US)
:   Design sequences with the new Scheduled call activity to automate structured call attempts, including delays and outcome-based branching, directly from the playbook interface. This helps agents follow a repeatable, optimized
    process for engaging prospects or customers in telesales workflows.

[Runtime permissions and fine-grained access control](https://www.servicenow.com/docs/access?context=configure-runtime-permission-sequence-playbooks&version=zurich&pubname=zurich-order-management&ft:locale=en-US)
:   Enforce runtime permissions to control access to sequence records such as sequence tasks and steps.

[Granular role framework](https://www.servicenow.com/docs/access?context=components-installed-customer-engagement-sequences&version=zurich&pubname=zurich-order-management&ft:locale=en-US)
:   Assign role-based access for sequence admins, writers, executors, and readers. Sequence admins have full control, writers manage their own sequences, executors (formerly viewers) have read-only access to sequences and
    sequence task records, and readers view sequence records. For more information, see [Compatibility information for Customer Engagement Sequences](https://www.servicenow.com/docs/access?context=compatibility-matrix-upgrade-info&version=zurich&pubname=zurich-order-management&ft:locale=en-US).

[Review sequences in Workflow Studio](https://www.servicenow.com/docs/access?context=view-sequence-design-time&version=zurich&pubname=zurich-order-management&ft:locale=en-US)View sequences
:   Enable the sales operations teams to optimize and share the high-performing sequences across territories to promote best practices across the organization.
{#customer-engagement-sequences-rn-2025-12__customer-engagement-sequences-rn-new-features-1}

## Zurich {#ariaid-title3}

The ServiceNow®
Customer Engagement Sequences application enables customer-focused teams to execute structured, personalized outreach and follow-up activities to engage customers throughout the time they're associated with your
business. Customer Engagement Sequences is a new application in the Zurich release.

### What's new {#customer-engagement-sequences-rn-release__customer-engagement-sequences-rn-new-features}

[No-code interface for admins to configure sequences](https://www.servicenow.com/docs/access?context=configuring-customer-engagement-sequences&version=zurich&pubname=zurich-order-management&ft:locale=en-US)
:   Configuring multi-step sequences that define specific activities using a no-code playbook experience reduces dependency on developers.

[Sequence tasks with predefined activities for agents](https://www.servicenow.com/docs/access?context=execute-sequence-steps&version=zurich&pubname=zurich-order-management&ft:locale=en-US)
:   Predefined activities provide the following advantages to your agents:

    * Ensure consistent messaging and effective objection handling using clearly defined steps that dynamically adapt to customer responses.
    * Follow a repeatable, optimized process for engaging prospects or customers.
    * Avoid communications from sounding generic and improve engagement rates by customizing a prospect's name, company, and other details.
    * Reduce the chance of missing a follow-up, promoting consistency in outreach and reduction in manual effort.
    {#customer-engagement-sequences-rn-release__ul_pbv_nfh_yfc}
{#customer-engagement-sequences-rn-release__customer-engagement-sequences-rn-new-features-1}

### What's changed {#customer-engagement-sequences-rn-release__customer-engagement-sequences-rn-ui-changes}

Coral theme
:   Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
{#customer-engagement-sequences-rn-release__customer-engagement-sequences-rn-ui-changes-1}