--- title: Combined Self-service and omnichannel engagement for CSM release notes for upgrades from Zurich to Australia description: Consolidated page of all release notes for Self-service and omnichannel engagement for CSM from Zurich to Australia. locale: en-US canonical_url: https://www.servicenow.com/docs/r/delta-zurich-australia/australia-zurich-selfserviceandomnichannelengagementforcsm-release-notes.html release: australia topic_type: reference last_updated: "2026-09-15" reading_time_minutes: 15 breadcrumb: [Products combined by family] --- # Combined Self-service and omnichannel engagement for CSM release notes for upgrades from Zurich to Australia Consolidated page of all release notes for Self-service and omnichannel engagement for CSM from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Self-service and omnichannel engagement for CSM 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 Self-service and omnichannel engagement for CSM to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.

Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

## New features Between your current release family and Australia, new features were introduced for Self-service and omnichannel engagement for CSM.

Release	Release notes
Zurich	- [Defining CCaaS callbacks](https://www.servicenow.com/docs/access?context=interaction-controls-component-icc-callback-integration-features&family=zurich&ft:locale=en-US) - Offer callers a callback option that lets them retain their position in the queue and receive a call when an agent is available. Alternatively, callers can choose a specific date and time for the callback, also known as scheduled callback. - As an agent, view callback requests in the order that they're received. - [CCaaS callback features](https://www.servicenow.com/docs/access?context=contact-center-intergration-with-icc-callback&family=zurich&ft:locale=en-US) As an agent, address callback requests from the CRM Workspace. Initiate callbacks and manage active calls with the Callback context card and Callback Actions component on the voice interaction page. On the Callback actions component, you can use the Call number option to initiate a call; alternatively, the call can be initiated automatically at the end of the preview timer when enabled. After the call has ended, the Close callback option closes the callback interaction and changes the status to Closed complete. Agents can also retry the callback as needed. Monitor the callback life cycle and capture the preview time that measures the time between when an agent accepts the callback request and the agent dials out the customer. - [Global call list](https://www.servicenow.com/docs/access?context=ccaas-global-call-list&family=zurich&ft:locale=en-US) Switch between workspaces using the global call list. As a CSM agent, you can accept calls and open interaction records in supported, unsupported, or default workspaces. - [Phone directory](https://www.servicenow.com/docs/access?context=ccaas-phone-directory&family=zurich&ft:locale=en-US) Access the embedded phone directory in your CRM Workspace via Interaction Controls Component \(ICC\) to make outbound calls to external and internal contacts. - [Call resiliency](https://www.servicenow.com/docs/access?context=ccaas-call-resiliency&family=zurich&ft:locale=en-US) Route phone calls to the CRM Workspace without creating an interaction record, helping agents handle calls even during connectivity issues.
Australia	- [Web Embeddables](https://www.servicenow.com/docs/access?context=using-web-embeddables&family=australia&ft:locale=en-US) Embed ServiceNow components into any third-party website or web application to extend the ServiceNow AI Platform capabilities. You can use a library of default configurable components or create custom components. You can configure and embed the following ServiceNow components on the third-party websites: - Case list: Displays a comprehensive list of cases along with their key details. - Case view: Shows a detailed view of case and case-related activities. You can display relevant playbooks when created for the case record. - Case create: Displays a form to create a case to address issues related to products and services. - Catalog item: Request Service Catalog items or services. - Knowledge article view: Displays knowledge articles along with key details like title, content, author, view count, read time, and more. You can also rate the article and switch the display language. - Data visualization: Shows a graphical representation of information from any ServiceNow AI Platform table using visual elements such as single score, pie, donut, and semi donut charts. - Playbook intake: Enable your users to submit cases using the Playbook guided experience. Systematically capture case details and display stages, and activities involved in resolving the case. - Catalog browse: Browse and search Service Catalog items from different catalogs and categories within a third-party website. - Object list: Display records from different tables with their related actions in a list format. - [Amazon Connect for voice calls via ICC](https://www.servicenow.com/docs/access?context=amazon-connect-for-voice-calls&family=australia&ft:locale=en-US) Manage Amazon Connect calls in the CRM Workspace voice Interaction record. The integration supports inbound and outbound call flows, presence management, and transfers without switching applications. - [Supervisor call monitoring](https://www.servicenow.com/docs/access?context=supervisor-monitoring-for-voice&family=australia&ft:locale=en-US) Monitor, coach, and join agent calls from the CRM Workspace without having to switch to the CCaaS desktop. All supervisor actions are automatically logged for auditing and reporting purpose. - [Agent help request for voice calls](https://www.servicenow.com/docs/access?context=agent-help-request-for-voice-calls&family=australia&ft:locale=en-US) Agents can request supervisor assistance during active calls using the Help Request button, specify a reason to give supervisors context before they respond, and receive notifications when supervisors coach or join. All help request data is captured for reporting to support data-driven coaching. Additional agent workflow enhancements include: - Configure the phone directory to show or hide the Agents, Queues, or External tabs based on CCaaS provider settings, preventing transfers to unsupported numbers. - During active calls, agents can view real-time availability status for other agents in the transfer list and phone directory, supporting more informed transfer decisions. - [Use AI to generate wrap up code and notes summary](https://www.servicenow.com/docs/access?context=ai-generated-wrap-up-codes-and-notes-summary&family=australia&ft:locale=en-US) Automatically suggest a wrap-up code and generate an interaction summary based on conversation transcripts by using Now Assist, which reduces manual documentation time and contributes to consistent record-keeping. Choose automatic or agent-initiated generation to fit your workflow. - [Use Consumer Portal](https://www.servicenow.com/docs/access?context=use-consumer-portal&family=australia&ft:locale=en-US) Support your consumers through the Consumer Portal self-service capabilities such as knowledge articles, service catalogs, case management, Virtual Agent, and others. These capabilities help reduce maintenance effort through low-code configurations on pages with configurable widgets. - [Native callback features](https://www.servicenow.com/docs/access?context=contact-center-intergration-with-icc-callback&family=australia&ft:locale=en-US) Callback management enables agents to schedule callbacks on behalf of customers. The key features include: - Enable agents to schedule callbacks from any interaction or case. - Equip agents to reschedule or cancel callbacks from the callback record page with proper state tracking. - Facilitate agents to view scheduled callbacks in the list view so they can open the individual callback record page. - Enable agents to view and manage scheduled callbacks for the current interaction or case in the contextual side panel. - [Email interaction feature: Wrap up of email interactions](https://www.servicenow.com/docs/access?context=using-email-interaction-page&family=australia&ft:locale=en-US) Note the following capabilities introduced for wrapping up email interactions: - Introduction of wrap‑up modal for Advanced Work Assignment \(AWA\) and CCaaS‑routed email interactions with internal wrap‑up codes configurable by admins. - Automatic closure of inactive interactions with system-assigned wrap-up codes in multiple scenarios: - When agents create a case from an email interaction. - When the wrap-up modal times out without agent submission. - When customers don’t respond within the defined follow-up period. - [Email interaction feature: Outbound Interaction from agent-initiated email](https://www.servicenow.com/docs/access?context=using-email-interaction-page&family=australia&ft:locale=en-US) The new capabilities for outbound interactions initiated by agents through email are: - Initiate outbound email interactions from contact or consumer records by selecting email addresses or using the Compose Email UI option. This opens a modeless email composer with the recipient's email address auto-populated. - Automatic creation of Work‑In‑Progress \(WIP\) outbound email interactions when agents initiate an email to a customer. - Preserve email drafts when agents navigate away. The system automatically closes interactions that show no sent or received email activity and contain only unsent drafts within a rolling 30‑day period. Any agent activity on the draft resets the 30‑day window. - Consolidate multiple agent‑initiated drafts into a single, unified interaction within service workflows, with ownership assigned to the sending agent. You can optionally configure the system to create separate interactions for each draft for the same contact. - Configurable reminder windows for sending automated reminder emails when customers don’t respond. - Customer response notifications on the ongoing tab and interaction linking in contact or consumer related lists for seamless conversation tracking. - [Email interaction feature: Transfer Email Interactions](https://www.servicenow.com/docs/access?context=using-email-interaction-page&family=australia&ft:locale=en-US) Transfer CCaaS or AWA-routed email interactions to another queue or agent. When transferring to a queue, corresponding routing rules apply automatically. When transferring to a specific agent, the interaction is directly assigned.

Release

Release notes

Zurich

- **[Defining CCaaS callbacks](https://www.servicenow.com/docs/access?context=interaction-controls-component-icc-callback-integration-features&family=zurich&ft:locale=en-US)** - Offer callers a callback option that lets them retain their position in the queue and receive a call when an agent is available. Alternatively, callers can choose a specific date and time for the callback, also known as scheduled callback. - As an agent, view callback requests in the order that they're received. - **[CCaaS callback features](https://www.servicenow.com/docs/access?context=contact-center-intergration-with-icc-callback&family=zurich&ft:locale=en-US)** As an agent, address callback requests from the CRM Workspace. Initiate callbacks and manage active calls with the Callback context card and Callback Actions component on the voice interaction page. On the Callback actions component, you can use the **Call number** option to initiate a call; alternatively, the call can be initiated automatically at the end of the preview timer when enabled. After the call has ended, the **Close callback** option closes the callback interaction and changes the status to Closed complete. Agents can also retry the callback as needed. Monitor the callback life cycle and capture the preview time that measures the time between when an agent accepts the callback request and the agent dials out the customer. - **[Global call list](https://www.servicenow.com/docs/access?context=ccaas-global-call-list&family=zurich&ft:locale=en-US)** Switch between workspaces using the global call list. As a CSM agent, you can accept calls and open interaction records in supported, unsupported, or default workspaces. - **[Phone directory](https://www.servicenow.com/docs/access?context=ccaas-phone-directory&family=zurich&ft:locale=en-US)** Access the embedded phone directory in your CRM Workspace via Interaction Controls Component \(ICC\) to make outbound calls to external and internal contacts. - **[Call resiliency](https://www.servicenow.com/docs/access?context=ccaas-call-resiliency&family=zurich&ft:locale=en-US)** Route phone calls to the CRM Workspace without creating an interaction record, helping agents handle calls even during connectivity issues.

Australia

- **[Web Embeddables](https://www.servicenow.com/docs/access?context=using-web-embeddables&family=australia&ft:locale=en-US)** Embed ServiceNow components into any third-party website or web application to extend the ServiceNow AI Platform capabilities. You can use a library of default configurable components or create custom components. You can configure and embed the following ServiceNow components on the third-party websites: - Case list: Displays a comprehensive list of cases along with their key details. - Case view: Shows a detailed view of case and case-related activities. You can display relevant playbooks when created for the case record. - Case create: Displays a form to create a case to address issues related to products and services. - Catalog item: Request Service Catalog items or services. - Knowledge article view: Displays knowledge articles along with key details like title, content, author, view count, read time, and more. You can also rate the article and switch the display language. - Data visualization: Shows a graphical representation of information from any ServiceNow AI Platform table using visual elements such as single score, pie, donut, and semi donut charts. - Playbook intake: Enable your users to submit cases using the Playbook guided experience. Systematically capture case details and display stages, and activities involved in resolving the case. - Catalog browse: Browse and search Service Catalog items from different catalogs and categories within a third-party website. - Object list: Display records from different tables with their related actions in a list format. - **[Amazon Connect for voice calls via ICC](https://www.servicenow.com/docs/access?context=amazon-connect-for-voice-calls&family=australia&ft:locale=en-US)** Manage Amazon Connect calls in the CRM Workspace voice Interaction record. The integration supports inbound and outbound call flows, presence management, and transfers without switching applications. - **[Supervisor call monitoring](https://www.servicenow.com/docs/access?context=supervisor-monitoring-for-voice&family=australia&ft:locale=en-US)** Monitor, coach, and join agent calls from the CRM Workspace without having to switch to the CCaaS desktop. All supervisor actions are automatically logged for auditing and reporting purpose. - **[Agent help request for voice calls](https://www.servicenow.com/docs/access?context=agent-help-request-for-voice-calls&family=australia&ft:locale=en-US)** Agents can request supervisor assistance during active calls using the **Help Request** button, specify a reason to give supervisors context before they respond, and receive notifications when supervisors coach or join. All help request data is captured for reporting to support data-driven coaching. Additional agent workflow enhancements include: - Configure the phone directory to show or hide the Agents, Queues, or External tabs based on CCaaS provider settings, preventing transfers to unsupported numbers. - During active calls, agents can view real-time availability status for other agents in the transfer list and phone directory, supporting more informed transfer decisions. - **[Use AI to generate wrap up code and notes summary](https://www.servicenow.com/docs/access?context=ai-generated-wrap-up-codes-and-notes-summary&family=australia&ft:locale=en-US)** Automatically suggest a wrap-up code and generate an interaction summary based on conversation transcripts by using Now Assist, which reduces manual documentation time and contributes to consistent record-keeping. Choose automatic or agent-initiated generation to fit your workflow. - **[Use Consumer Portal](https://www.servicenow.com/docs/access?context=use-consumer-portal&family=australia&ft:locale=en-US)** Support your consumers through the Consumer Portal self-service capabilities such as knowledge articles, service catalogs, case management, Virtual Agent, and others. These capabilities help reduce maintenance effort through low-code configurations on pages with configurable widgets. - **[Native callback features](https://www.servicenow.com/docs/access?context=contact-center-intergration-with-icc-callback&family=australia&ft:locale=en-US)** Callback management enables agents to schedule callbacks on behalf of customers. The key features include: - Enable agents to schedule callbacks from any interaction or case. - Equip agents to reschedule or cancel callbacks from the callback record page with proper state tracking. - Facilitate agents to view scheduled callbacks in the list view so they can open the individual callback record page. - Enable agents to view and manage scheduled callbacks for the current interaction or case in the contextual side panel. - **[Email interaction feature: Wrap up of email interactions](https://www.servicenow.com/docs/access?context=using-email-interaction-page&family=australia&ft:locale=en-US)** Note the following capabilities introduced for wrapping up email interactions: - Introduction of wrap‑up modal for Advanced Work Assignment \(AWA\) and CCaaS‑routed email interactions with internal wrap‑up codes configurable by admins. - Automatic closure of inactive interactions with system-assigned wrap-up codes in multiple scenarios: - When agents create a case from an email interaction. - When the wrap-up modal times out without agent submission. - When customers don’t respond within the defined follow-up period. - **[Email interaction feature: Outbound Interaction from agent-initiated email](https://www.servicenow.com/docs/access?context=using-email-interaction-page&family=australia&ft:locale=en-US)** The new capabilities for outbound interactions initiated by agents through email are: - Initiate outbound email interactions from contact or consumer records by selecting email addresses or using the Compose Email UI option. This opens a modeless email composer with the recipient's email address auto-populated. - Automatic creation of Work‑In‑Progress \(WIP\) outbound email interactions when agents initiate an email to a customer. - Preserve email drafts when agents navigate away. The system automatically closes interactions that show no sent or received email activity and contain only unsent drafts within a rolling 30‑day period. Any agent activity on the draft resets the 30‑day window. - Consolidate multiple agent‑initiated drafts into a single, unified interaction within service workflows, with ownership assigned to the sending agent. You can optionally configure the system to create separate interactions for each draft for the same contact. - Configurable reminder windows for sending automated reminder emails when customers don’t respond. - Customer response notifications on the ongoing tab and interaction linking in contact or consumer related lists for seamless conversation tracking. - **[Email interaction feature: Transfer Email Interactions](https://www.servicenow.com/docs/access?context=using-email-interaction-page&family=australia&ft:locale=en-US)** Transfer CCaaS or AWA-routed email interactions to another queue or agent. When transferring to a queue, corresponding routing rules apply automatically. When transferring to a specific agent, the interaction is directly assigned.

## Changes Between your current release family and Australia, some changes were made to existing Self-service and omnichannel engagement for CSM features.

Release	Release notes
Zurich	- [Using the voice interaction page for callback requests](https://www.servicenow.com/docs/access?context=csm-native-voice-record-page&family=zurich&ft:locale=en-US) The following UI components have been added on the voice interaction page to manage callback requests: - A Callback Actions component enables agents to initiate a call to the customers. - A Callback Context card enables agents to get quick context before initiating the call. - A Transfer button has been added in the Callback actions component to enable agents to transfer callback requests. - The scheduled start time option has been added in the callback context card to help agents access the date and time of the scheduled callback and enable smoother conversations. - The callback context card appears at the center of the voice interaction page to help agents stay informed and efficient during customer interactions. - The following options have been added to the Reason for the Call list to help agents better capture the reason for callbacks: - Customer Survey - Sales Discovery - Product Feedback - Customer Relationship Building - [Using the email interaction page](https://www.servicenow.com/docs/access?context=using-email-interaction-page&family=zurich&ft:locale=en-US) The following changes have been made to the Email Interaction page: - A New Activity marker has been added to help distinguish the most recent conversation. - A modeless dialog has been added to respond to emails without interrupting your workflow, enabling you to multitask and easily refer to record details. - A compact email header has been added to help you focus on key message details. - The activity stream shows only the latest reply in the email conversation for each response. - [Using Agent Chat](https://www.servicenow.com/docs/access?context=ci-agent-chat-using&family=zurich&ft:locale=en-US) A Leave Chat button has been added to the record page so you can leave the chat without ending the session for other participating agents. - 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. - [Using the email interaction page](https://www.servicenow.com/docs/access?context=using-email-interaction-page&family=zurich&ft:locale=en-US) View annotations for the most recent activity along with a compact email header that includes the subject, sender, and receiver details in the activity stream. Focus on new or unread email messages rather than the entire email conversation. View or edit the interaction record while drafting an email in a modeless dialog, keeping all relevant information accessible. - [Using Agent Chat](https://www.servicenow.com/docs/access?context=ci-agent-chat-using&family=zurich&ft:locale=en-US) Leave a chat without ending it for other agents, enabling you to complete your task and exit the chat. Confirm before closing a chat tab to avoid unintentionally leaving the chat. Enable multiple agents to add wrap-up codes and comments for a single chat. - [Import queues](https://www.servicenow.com/docs/access?context=import-queues&family=zurich&ft:locale=en-US) Review and update queues imported from a contact center in a post-import page. The post-import page for a queue mirrors the existing post-import pages for skills and wrap-up codes, providing a consistent user experience. - [ICC call control features](https://www.servicenow.com/docs/access?context=interaction-controls-component-icc-call-interaction-features&family=zurich&ft:locale=en-US) Notify agents when a supervisor is coaching or has joined an active call while monitoring agents directly through the CCaaS system.
Australia	- [ICC voice call features](https://www.servicenow.com/docs/access?context=interaction-controls-component-icc-call-interaction-features&family=australia&ft:locale=en-US) The following UI components are available in the Active Call window, enabled via ICC in the CRM Workspace: - A Help Request button to seek supervisor assistance during an active call. - A Cancel Help Request or End Help Request button to cancel and end a submitted help request at any time during the active call. - An overflow menu icon \(ellipsis\) to access secondary call control buttons when the number of controls exceeds five or when the available display width is exceeded. - [Using the interaction and case page for callback request](https://www.servicenow.com/docs/access?context=csm-config-ws-pages-templates&family=australia&ft:locale=en-US) The following UI components have been added on the interaction and case pages: - A Schedule callback button on interaction and case pages to enable agents to schedule callbacks on behalf of customers. - A Reschedule button on the callback task record page to enable agents to modify scheduled callback date and time on behalf of customers. - A Cancel button on the callback record page to enable agents to cancel callbacks created on behalf of customers. - A Scheduled callbacks tile in the contextual side panel to enable agents to view and manage upcoming callbacks while working on interactions or cases. Scheduled callbacks list view: A Scheduled callbacks list view has been added in Agent Workspace to enable agents to view all scheduled callbacks and open any callback to access its task record management. - [Using the email interaction page](https://www.servicenow.com/docs/access?context=using-email-interaction-page&family=australia&ft:locale=en-US) The following UI components have been added on the Email Interaction page: - A Compose Email UI option to contact and consumer records for initiating outbound email interactions from these records. - Clickable email addresses to contact and consumer records to open the email composer with the recipient address automatically inserted. - A Transfer Email option with list of available agents and queues has been added for AWA or CCaaS‑routed email interactions. Agents can transfer the interaction to the selected queues or agents. - A unified wrap‑up dialog has been added to provide a single closure experience for email interactions routed through AWA or CCaaS. - A Summarize button on the email interaction page to trigger an AI summary of the full conversation. - A Refresh Summary icon on the summary card to manually re-trigger summarization at any point. - Feedback icons and copy icon on the summary card to indicate whether the summary is helpful and to copy the summary text. - [Customer Service Portal Base](https://www.servicenow.com/docs/access?context=configure-csm-service-portals&family=australia&ft:locale=en-US) Starting with the Australia release, the Customer Service Portal Base plugin \(com.snc.csm\_portal\_base\) has been migrated to the App Store as a standalone application. Future enhancements are delivered through the Customer Service Portal Base store app. This change improves packaging, versioning, and deployment flexibility for implementations that require portal framework, responsive design, case management, knowledge integration, and community features. The store app also includes email integration, translation support, attachment handling, and mobile enhancements. - [Subscriptions and Activity Feed Framework](https://www.servicenow.com/docs/access?context=actsub-api&family=australia&ft:locale=en-US) Starting with the Australia release, the Subscriptions and Activity Feed Framework plugin \(com.snc.subscriptions\_activity\_feed\) has been migrated to the App Store as a standalone application. Future enhancements are delivered through the Subscriptions and Activity Feed Framework store app. This change improves packaging, versioning, and deployment flexibility for implementations that require subscription framework, activity tracking, notification preferences, or context management. - [Walk-Up for CSM](https://www.servicenow.com/docs/access?context=csm-walkup-experience&family=australia&ft:locale=en-US) Starting with the Australia release, the Walk-up for CSM plugin \(com.snc.walkup\_for\_csm\) has been migrated to the App Store as a standalone application. Future enhancements are delivered through the Walk-up for CSM store app. This change improves packaging, versioning, and deployment flexibility for implementations that require subscription framework, activity tracking, notification preferences, or context management.

Release

Release notes

Zurich

- **[Using the voice interaction page for callback requests](https://www.servicenow.com/docs/access?context=csm-native-voice-record-page&family=zurich&ft:locale=en-US)** The following UI components have been added on the voice interaction page to manage callback requests: - A Callback Actions component enables agents to initiate a call to the customers. - A Callback Context card enables agents to get quick context before initiating the call. - A Transfer button has been added in the Callback actions component to enable agents to transfer callback requests. - The scheduled start time option has been added in the callback context card to help agents access the date and time of the scheduled callback and enable smoother conversations. - The callback context card appears at the center of the voice interaction page to help agents stay informed and efficient during customer interactions. - The following options have been added to the Reason for the Call list to help agents better capture the reason for callbacks: - Customer Survey - Sales Discovery - Product Feedback - Customer Relationship Building - **[Using the email interaction page](https://www.servicenow.com/docs/access?context=using-email-interaction-page&family=zurich&ft:locale=en-US)** The following changes have been made to the Email Interaction page: - A New Activity marker has been added to help distinguish the most recent conversation. - A modeless dialog has been added to respond to emails without interrupting your workflow, enabling you to multitask and easily refer to record details. - A compact email header has been added to help you focus on key message details. - The activity stream shows only the latest reply in the email conversation for each response. - **[Using Agent Chat](https://www.servicenow.com/docs/access?context=ci-agent-chat-using&family=zurich&ft:locale=en-US)** A **Leave Chat** button has been added to the record page so you can leave the chat without ending the session for other participating agents. - **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. - **[Using the email interaction page](https://www.servicenow.com/docs/access?context=using-email-interaction-page&family=zurich&ft:locale=en-US)** View annotations for the most recent activity along with a compact email header that includes the subject, sender, and receiver details in the activity stream. Focus on new or unread email messages rather than the entire email conversation. View or edit the interaction record while drafting an email in a modeless dialog, keeping all relevant information accessible. - **[Using Agent Chat](https://www.servicenow.com/docs/access?context=ci-agent-chat-using&family=zurich&ft:locale=en-US)** Leave a chat without ending it for other agents, enabling you to complete your task and exit the chat. Confirm before closing a chat tab to avoid unintentionally leaving the chat. Enable multiple agents to add wrap-up codes and comments for a single chat. - **[Import queues](https://www.servicenow.com/docs/access?context=import-queues&family=zurich&ft:locale=en-US)** Review and update queues imported from a contact center in a post-import page. The post-import page for a queue mirrors the existing post-import pages for skills and wrap-up codes, providing a consistent user experience. - **[ICC call control features](https://www.servicenow.com/docs/access?context=interaction-controls-component-icc-call-interaction-features&family=zurich&ft:locale=en-US)** Notify agents when a supervisor is coaching or has joined an active call while monitoring agents directly through the CCaaS system.

Australia

- **[ICC voice call features](https://www.servicenow.com/docs/access?context=interaction-controls-component-icc-call-interaction-features&family=australia&ft:locale=en-US)** The following UI components are available in the Active Call window, enabled via ICC in the CRM Workspace: - A **Help Request** button to seek supervisor assistance during an active call. - A **Cancel Help Request** or **End Help Request** button to cancel and end a submitted help request at any time during the active call. - An overflow menu icon \(ellipsis\) to access secondary call control buttons when the number of controls exceeds five or when the available display width is exceeded. - **[Using the interaction and case page for callback request](https://www.servicenow.com/docs/access?context=csm-config-ws-pages-templates&family=australia&ft:locale=en-US)** The following UI components have been added on the interaction and case pages: - A **Schedule callback** button on interaction and case pages to enable agents to schedule callbacks on behalf of customers. - A **Reschedule** button on the callback task record page to enable agents to modify scheduled callback date and time on behalf of customers. - A **Cancel** button on the callback record page to enable agents to cancel callbacks created on behalf of customers. - A **Scheduled callbacks** tile in the contextual side panel to enable agents to view and manage upcoming callbacks while working on interactions or cases. Scheduled callbacks list view: A **Scheduled callbacks** list view has been added in Agent Workspace to enable agents to view all scheduled callbacks and open any callback to access its task record management. - **[Using the email interaction page](https://www.servicenow.com/docs/access?context=using-email-interaction-page&family=australia&ft:locale=en-US)** The following UI components have been added on the Email Interaction page: - A **Compose Email** UI option to contact and consumer records for initiating outbound email interactions from these records. - Clickable email addresses to contact and consumer records to open the email composer with the recipient address automatically inserted. - A **Transfer Email** option with list of available agents and queues has been added for AWA or CCaaS‑routed email interactions. Agents can transfer the interaction to the selected queues or agents. - A unified wrap‑up dialog has been added to provide a single closure experience for email interactions routed through AWA or CCaaS. - A **Summarize** button on the email interaction page to trigger an AI summary of the full conversation. - A Refresh Summary icon on the summary card to manually re-trigger summarization at any point. - Feedback icons and copy icon on the summary card to indicate whether the summary is helpful and to copy the summary text. - **[Customer Service Portal Base](https://www.servicenow.com/docs/access?context=configure-csm-service-portals&family=australia&ft:locale=en-US)** Starting with the Australia release, the Customer Service Portal Base plugin \(com.snc.csm\_portal\_base\) has been migrated to the App Store as a standalone application. Future enhancements are delivered through the Customer Service Portal Base store app. This change improves packaging, versioning, and deployment flexibility for implementations that require portal framework, responsive design, case management, knowledge integration, and community features. The store app also includes email integration, translation support, attachment handling, and mobile enhancements. - **[Subscriptions and Activity Feed Framework](https://www.servicenow.com/docs/access?context=actsub-api&family=australia&ft:locale=en-US)** Starting with the Australia release, the Subscriptions and Activity Feed Framework plugin \(com.snc.subscriptions\_activity\_feed\) has been migrated to the App Store as a standalone application. Future enhancements are delivered through the Subscriptions and Activity Feed Framework store app. This change improves packaging, versioning, and deployment flexibility for implementations that require subscription framework, activity tracking, notification preferences, or context management. - **[Walk-Up for CSM](https://www.servicenow.com/docs/access?context=csm-walkup-experience&family=australia&ft:locale=en-US)** Starting with the Australia release, the Walk-up for CSM plugin \(com.snc.walkup\_for\_csm\) has been migrated to the App Store as a standalone application. Future enhancements are delivered through the Walk-up for CSM store app. This change improves packaging, versioning, and deployment flexibility for implementations that require subscription framework, activity tracking, notification preferences, or context management.

## Removed Between your current release family and Australia, some Self-service and omnichannel engagement for CSM features or functionality were removed.

Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

## Deprecations Between your current release family and Australia, some Self-service and omnichannel engagement for CSM features or functionality were deprecated.

Release	Release notes
Zurich	Starting with the Zurich release, Customer Service CTI Demo Data Plugin and CTI Softphone Plugin are no longer deployed, enhanced, or supported. For details, see the [Deprecation Process \[KB0867184\]](https://hi.service-now.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base, [Components installed with Customer Service CTI Demo Data](https://www.servicenow.com/docs/access?context=r_InstalledWithCustServCTIDemoData&family=zurich&ft:locale=en-US), and [Components installed with CTI Softphone](https://www.servicenow.com/docs/access?context=r_InstalledWithCCTISoftphone&family=zurich&ft:locale=en-US).
Australia	No updates for this release.

Release

Release notes

Zurich

Starting with the Zurich release, Customer Service CTI Demo Data Plugin and CTI Softphone Plugin are no longer deployed, enhanced, or supported. For details, see the [Deprecation Process \[KB0867184\]](https://hi.service-now.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base, [Components installed with Customer Service CTI Demo Data](https://www.servicenow.com/docs/access?context=r_InstalledWithCustServCTIDemoData&family=zurich&ft:locale=en-US), and [Components installed with CTI Softphone](https://www.servicenow.com/docs/access?context=r_InstalledWithCCTISoftphone&family=zurich&ft:locale=en-US).

Australia

No updates for this release.

## Activation information Review information on how to activate Self-service and omnichannel engagement for CSM.

Release	Release notes
Zurich	- Activation information Install self-service and omnichannel applications, such as OpenFrame and Interaction Controls Component \(ICC\), by requesting them 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).
Australia	- Activation information Install self-service and omnichannel applications, such as OpenFrame and Interaction Controls Component \(ICC\), by requesting them 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). Check your entitlements to determine whether you have access to AI email summarization and AI-based context matching for multi-case linking. For details, see [Activate email interaction summarization](https://www.servicenow.com/docs/access?context=activate-email-summarization-csm&family=australia&ft:locale=en-US) and [Activate contextual email matching](https://www.servicenow.com/docs/access?context=activate-contextual-email-matching-csm&family=australia&ft:locale=en-US).

Release

Release notes

Zurich

Australia

- **Activation information** Install self-service and omnichannel applications, such as OpenFrame and Interaction Controls Component \(ICC\), by requesting them 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). Check your entitlements to determine whether you have access to AI email summarization and AI-based context matching for multi-case linking. For details, see [Activate email interaction summarization](https://www.servicenow.com/docs/access?context=activate-email-summarization-csm&family=australia&ft:locale=en-US) and [Activate contextual email matching](https://www.servicenow.com/docs/access?context=activate-contextual-email-matching-csm&family=australia&ft:locale=en-US).

## Additional requirements If any additional requirements were introduced or changed for Self-service and omnichannel engagement for CSM we have noted them here.

Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

## Browser requirements If any specific browser requirements were introduced or changed for Self-service and omnichannel engagement for CSM we have noted them here.

Release	Release notes
Zurich	- Browser requirements Internet Explorer isn't supported. For more information, see [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=zurich&ft:locale=en-US).
Australia	- Browser requirements Starting with the Australia release, self-service and omnichannel application don't support Internet Explorer. For more information, see [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=australia&ft:locale=en-US).

## Accessibility information Review details on accessibility information for Self-service and omnichannel engagement for CSM, such as specific requirements or compliance levels.

Release	Release notes
Zurich	- 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.
Australia	- Accessibility information CSM Engagement Messenger now supports reflow, allowing content to be zoomed up to 400% in a browser without loss of content or functionality. Page layouts automatically transform into a vertical, stacked view at 400% zoom. This update benefits users with low vision and those working across varied devices and environments.

## Localization information If there are specific localization considerations for Self-service and omnichannel engagement for CSM we have noted them here.

Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

## Highlight information If there are specific highlight considerations for Self-service and omnichannel engagement for CSM we have noted them here.

Release	Release notes
Zurich	- Integrate Amazon Connect with Interaction Controls Component \(ICC\) voice call features to allow agents manage phone interactions directly within their Workspace. - Allows agents to select a queue when making outbound calls to improve routing, reporting, and compliance. - Integrate WhatsApp Cloud API with CSM to enable rich media messaging, interactive controls, Virtual Agent automation, and Agent Workspace support without third-party dependencies. - Enable external routing of email interactions to reduce administrative effort. - Improve agent callback transfers for smoother handovers and support customers to request scheduled callbacks. See [Omnichannels for communicating with customers](https://www.servicenow.com/docs/access?context=omnichannels-communicating-customers&family=zurich&ft:locale=en-US) and [ICC for voice calls](https://www.servicenow.com/docs/access?context=contact-center-integration-with-icc&family=zurich&ft:locale=en-US) for more information.
Australia	- Set up SSO for the Amazon Connect CCaaS integration using a SAML-compatible identity provider. Agents can access the Contact Control Panel without separate credentials. - Enhance B2C consumer support through ServiceNow AI Platform self-service capabilities with the Consumer Portal. - Embed components into external websites to provide users with access to the self-service capabilities on the ServiceNow AI Platform. - Support agent efficiency by automatically linking email replies on closed interactions to open cases, generating AI summaries on demand, and enabling CCaaS or AWA-routed transfers. - Schedule, reschedule, and cancel native callbacks from Agent Workspace across all omnichannel interactions \(chat, voice, email, and messaging\) and cases without switching to external tools or applications. See [\[Placeholder link text to key bundle-csm.omnichannels-communicating-customers\]](https://www.servicenow.com/docs/access?context=omnichannels-communicating-customers&family=australia&ft:locale=en-US), [Self-service](https://www.servicenow.com/docs/access?context=self-service-options-csm-customers&family=australia&ft:locale=en-US), and [ICC for voice calls](https://www.servicenow.com/docs/access?context=contact-center-integration-with-icc&family=australia&ft:locale=en-US) for more information.

Release

Release notes

Zurich

- Integrate Amazon Connect with Interaction Controls Component \(ICC\) voice call features to allow agents manage phone interactions directly within their Workspace. - Allows agents to select a queue when making outbound calls to improve routing, reporting, and compliance. - Integrate WhatsApp Cloud API with CSM to enable rich media messaging, interactive controls, Virtual Agent automation, and Agent Workspace support without third-party dependencies. - Enable external routing of email interactions to reduce administrative effort. - Improve agent callback transfers for smoother handovers and support customers to request scheduled callbacks. See [Omnichannels for communicating with customers](https://www.servicenow.com/docs/access?context=omnichannels-communicating-customers&family=zurich&ft:locale=en-US) and [ICC for voice calls](https://www.servicenow.com/docs/access?context=contact-center-integration-with-icc&family=zurich&ft:locale=en-US) for more information.

Australia

- Set up SSO for the Amazon Connect CCaaS integration using a SAML-compatible identity provider. Agents can access the Contact Control Panel without separate credentials. - Enhance B2C consumer support through ServiceNow AI Platform self-service capabilities with the Consumer Portal. - Embed components into external websites to provide users with access to the self-service capabilities on the ServiceNow AI Platform. - Support agent efficiency by automatically linking email replies on closed interactions to open cases, generating AI summaries on demand, and enabling CCaaS or AWA-routed transfers. - Schedule, reschedule, and cancel native callbacks from Agent Workspace across all omnichannel interactions \(chat, voice, email, and messaging\) and cases without switching to external tools or applications. See [\[Placeholder link text to key bundle-csm.omnichannels-communicating-customers\]](https://www.servicenow.com/docs/access?context=omnichannels-communicating-customers&family=australia&ft:locale=en-US), [Self-service](https://www.servicenow.com/docs/access?context=self-service-options-csm-customers&family=australia&ft:locale=en-US), and [ICC for voice calls](https://www.servicenow.com/docs/access?context=contact-center-integration-with-icc&family=australia&ft:locale=en-US) for more information.

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