---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Walk-up feature configuration

# Walk-up feature configuration {#ariaid-title1}

Release version: Australia  
Updated June 25, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Understand the configuration of the Walk-up feature in Engagement Messenger module to configure the field values.
To enable the walk-up feature for your customers, activate the following plugins in your ServiceNow instance:

* Walk-up for CSM plugin (com.snc.walkup_for_csm) for authenticated users
* Guest Walk-up Experience for Customer Service plugin (sn_guest_walkup_cs) for unauthenticated users
{#walk-up-feature-configuration__ul_gqs_l33_v4b}  
Once the plugin is active:

1. Navigate to the Features section of the guided configuration view of your Engagement Messenger module.
2. Enable the Walk-up feature.{#walk-up-feature-configuration__table_opq_wb1_g4b__entry__2}

   | Field | Description |
   |-|-|
   | Title text | Title for the feature widget in the messenger. |
   | Subtitle text | Description for the feature widget in the messenger. |
   | Enable for unauthenticated users | Option for enabling the walk-up feature for guest users who visit the website that hosts the messenger. |
   | Enable for authenticated users | Option for enabling the walk-up feature for users who sign in into the website that hosts the messenger. |
   [Table 1. Walk-up feature configuration fields]

   {#walk-up-feature-configuration__table_opq_wb1_g4b}
3. Select Configure walk-up here to configure details of your customer support centers. For more information, see [Configure Walk-up Experience locations](https://www.servicenow.com/docs/Oc~aZhtccuY7KMeYZIRfAQ "Administrators define walk-up locations while setting up the walk-up experience for an organization. Requesters see this information when they schedule appointments or check in at a service location.").
{#walk-up-feature-configuration__ol_urr_qdc_sjc}