Understand the configuration of the Walk-up feature in Engagement Messenger module to configure the field values.
To enable walk-up feature for your customers, ensure that you 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
Once the plugin is active, navigate to the Features section of the guided configuration view of your Engagement Messenger module and enable the Field service feature.Figure 1. Walk-up feature
Table 1. Walk-up feature configuration fields
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.
