---
title: Combined Customer Engagement Sequences release notes for upgrades from Zurich to Australia
description: Consolidated page of all release notes for Customer Engagement Sequences from Zurich to Australia.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/delta-zurich-australia/australia-zurich-customerengagementsequences-release-notes.html
release: australia
topic_type: reference
last_updated: "2026-10-09"
reading_time_minutes: 5
breadcrumb: [Products combined by family]
---

# Combined Customer Engagement Sequences release notes for upgrades from Zurich to Australia

Consolidated page of all release notes for Customer Engagement Sequences from Zurich to Australia.

## How to use this page

To help you prepare for your upgrade, we have combined the cross-family Customer Engagement Sequences release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Australia.

**Tip:** If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

## Important information for upgrading Customer Engagement Sequences to Australia

Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

-   **Upgrade information**

If you configured sequences with the Schedule call activity on a release before Zurich, the activity is now labeled **Schedule call - Deprecated** in the activity picker in Workflow Studio. Existing sequences continue to work, but the Call icon \[Omitted image "phone-fill-24.svg"\] Alt text: doesn't appear on the **Callback number** field on the Sequence Steps page during runtime. To enable the click-to-call capability, update the Customer Engagement Sequences application to use the new Schedule call activity.


</td></tr></tbody>
</table>## New features

Between your current release family and Australia, new features were introduced for Customer Engagement Sequences.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

-   **[Multi-trigger sequences with decision branches for stages](https://www.servicenow.com/docs/access?context=define-trigger-conditions&family=zurich&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&family=zurich&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&family=zurich&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&family=zurich&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](https://www.servicenow.com/docs/access?context=compatibility-matrix-upgrade-info&family=zurich&ft:locale=en-US).

-   **[Review sequences](https://www.servicenow.com/docs/access?context=view-sequence-design-time&family=zurich&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.


 -   **[No-code interface for admins to configure sequences](https://www.servicenow.com/docs/access?context=configuring-customer-engagement-sequences&family=zurich&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&family=zurich&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.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Changes

Between your current release family and Australia, some changes were made to existing Customer Engagement Sequences features.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

-   **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.


</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Removed

Between your current release family and Australia, some Customer Engagement Sequences features or functionality were removed.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Deprecations

Between your current release family and Australia, some Customer Engagement Sequences features or functionality were deprecated.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Activation information

Review information on how to activate Customer Engagement Sequences.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

-   **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/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US).


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

</td></tr><tr><td>

Australia

</td><td>

-   **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) 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/access?context=sn-store-release-notes&family=australia&ft:locale=en-US).


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

</td></tr></tbody>
</table>## Additional requirements

If any additional requirements were introduced or changed for Customer Engagement Sequences we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Browser requirements

If any specific browser requirements were introduced or changed for Customer Engagement Sequences we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Accessibility information

Review details on accessibility information for Customer Engagement Sequences, such as specific requirements or compliance levels.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

-   **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.


</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Localization information

If there are specific localization considerations for Customer Engagement Sequences we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Highlight information

If there are specific highlight considerations for Customer Engagement Sequences we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

-   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.

 See [Customer Engagement Sequences](https://www.servicenow.com/docs/access?context=explore-customer-engagement-sequences&family=zurich&ft:locale=en-US) for more information.

</td></tr><tr><td>

Australia

</td><td>

-   Enable click-to-call for agents using the new Schedule call activity that supports runtime outbound calling from sequence tasks.

 See [Customer Engagement Sequences](https://www.servicenow.com/docs/access?context=explore-customer-engagement-sequences&family=australia&ft:locale=en-US) for more information.

</td></tr></tbody>
</table>**Parent Topic:**[Products combined by family](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/delta-zurich-australia/rn-combined-intro.md)