Combined Customer Engagement Sequences release notes for upgrades from Zurich to Brazil

---
title: Combined Customer Engagement Sequences release notes for upgrades from Zurich to Brazil
description: Consolidated page of all release notes for Customer Engagement Sequences from Zurich to Brazil.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/delta-zurich-brazil/brazil-zurich-customerengagementsequences-release-notes.html
release: brazil
topic_type: reference
last_updated: "2026-11-06"
reading_time_minutes: 7
breadcrumb: [Products combined by family]
---

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

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

## 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 Brazil.

**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 Brazil

Before you upgrade to Brazil, 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><tr><td>

Brazil

</td><td>

No updates for this release.

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

Between your current release family and Brazil, 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><tr><td>

Brazil

</td><td>

-   **[Lead nurturing email sequence](https://www.servicenow.com/docs/access?context=customize-lead-nurturing-email-sequence&family=brazil&ft:locale=en-US)**

Accelerate lead nurturing by creating an email-based sequence that automates outreach and follow-up. A sample sequence is available with the application. When a lead with an email address is created, the sequence assigns a sequence task to the lead's owner, sends an initial outreach email, and automatically sends a follow-up email if there's no reply. If the prospect still hasn't responded, the sequence escalates to two call attempts, then updates the lead's work notes if no response is received on any channel. The sequence exits as soon as the prospect replies to an email or a call is resolved.


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

Between your current release family and Brazil, 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><tr><td>

Brazil

</td><td>

No updates for this release.

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

Between your current release family and Brazil, 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><tr><td>

Brazil

</td><td>

No updates for this release.

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

Between your current release family and Brazil, 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><tr><td>

Brazil

</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><tr><td>

Brazil

</td><td>

-   **Activation information**

Install Customer Engagement Sequences \(com.sn\_crm\_sequence\) from the ServiceNow Store. Assign delegated developer roles to designated users so they can create and manage sequences without needing the system admin role.


</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><tr><td>

Brazil

</td><td>

-   **Additional requirements**

Email-based sequences requires the User Mailbox Integration plugin \(com.glide.email.user\_mailbox.integration\) to be active on your instance so that the sequence can detect email replies from prospects.


</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><tr><td>

Brazil

</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><tr><td>

Brazil

</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><tr><td>

Brazil

</td><td>

-   **Localization information**

Customer Engagement Sequences is available in Arabic, Brazilian Portuguese, Chinese, Czech, Dutch, Finnish, French, French Canadian, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, and Turkish. Language packs are installed automatically when the corresponding ServiceNow AI Platform base system language plugin is active.


</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><tr><td>

Brazil

</td><td>

-   Increase sales team productivity by automating repetitive outreach tasks so representatives can focus on high-value selling activities.
-   Deliver consistent, effective outreach at every stage of the customer relationship with structured, multi-channel engagement plans such as calls and emails.
-   Reduce missed follow-ups and speed up new-representative ramp-up by giving every representative a proven, predefined outreach playbook.
-   Build and adapt outreach sequences without developer effort using a no-code interface your sales operations team can maintain.
-   Give sales leaders visibility into what's working so they can scale high-performing sequences across territories.

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

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