---
title: Customer Engagement Sequences release notes
description: 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 was enhanced and updated in the Australia release.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/release-notes/customer-engagement-sequences-rn.html
release: australia
topic_type: topic
last_updated: "2026-03-17"
reading_time_minutes: 1
breadcrumb: [Sales Customer Relationship Management release notes, Features and changes by product, Release notes for upgrading from Zurich, Learn about the Australia release, Australia release notes]
---

# Customer Engagement Sequences release notes

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 was enhanced and updated in the Australia release.

## About Customer Engagement Sequences

-   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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/order-management/explore-customer-engagement-sequences.md) for more information.

## 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) 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).

-   **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.


**Parent Topic:**[Sales Customer Relationship Management release notes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/release-notes/sales-order-management-rn-landing.md)