--- sourceDocument: Brazil IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Manage Walk-up Experience queue and interactions # Manage Walk-up Experience queue and interactions {#ariaid-title1} Release version: Brazil Updated October 29, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Walk-up Experience managers and agents can manage all aspects of a walk-up location queue and interactions. Agents can view assigned walk-up locations, interactions, and associated stockrooms used for fulfilling the walk-up requests. Walk-up Experience helps agents organize and manage walk-up queues. To manage requests, agents access Service Operations Workspace (SOW) to perform the following activities. * Access personal inbox to view work assigned from multiple service channels, including the Walk-up Service Channel. * Get assignments pushed to the inbox from the walk-up interaction queue. * Work on concurrent or multiple interactions at the same time. * Promote interactions to incidents or requests. * Work with any requester in the queue by pulling from anywhere in the queue list, including from the top of the list. * Use Agent assist to expedite fulfillment. {#use-walkup-to-manage-demand__ul_pn4_pdy_xfb} With SOW, agents can fulfill interactions on a first-come-first-served basis as interactions are pushed to individual walk-up inboxes. Interactions are distributed to walk-up agent inboxes based on assignment rule configurations in the Advanced Work Assignment feature. Agents can open incidents in SOW when an issue is not resolved at the walk-up location. Agents can also create a request for hardware or software through the Service Catalog when an asset is not available at the walk-up location stockroom. Walk-up Experience also includes the Agent module in the application navigator where agents supporting a walk-up location can perform the following actions. * Access personal walk-up inbox linking directly to the Service Operations Workspace. * View assigned walk-up interactions. * Reassign and modify walk-up interactions when necessary. * View all scheduled and upcoming appointments. * View walk-up queue locations. * View available assets and fulfill requests from a local stockroom. * Create incidents and requests when necessary. * Transfer walk-up interactions to other agents or queue locations when necessary. {#use-walkup-to-manage-demand__ul_jvz_klj_qfb} The following applications are included in the Agent module of the Service Operations Workspace navigation bar and can be viewed in the SOW Walk-up Experience interface. {#use-walkup-to-manage-demand__table_mlz_tdy_xfb__entry__2} | UI view and application | Description | |-|-| | Platform: My Walk-up Inbox SOW: Inbox | Walk-up interactions assigned to you in Service Operations Workspace. Interactions are pushed to your inbox according to assignment rule configurations in the Advanced Work Assignment feature. | | Platform: My Walk-up Stockrooms SOW: My Stockrooms | Stockrooms and assets associated with the walk-up queue locations you support. | | Platform: My Walk-up Locations SOW: Walk-up Locations | Walk-up locations that you are assigned to. | | Platform and SOW: My Assigned Walk-ups | Walk-up interactions you are assigned to resolve or fulfill. These interactions have a Work in Progress state. | | Platform and SOW: Open - Unassigned | List of all open and unassigned walk-up interactions for your locations. These interactions have either a New, Queued, or Work in Progress state. | | Platform and SOW: Closed Walk-ups | All closed walk-up interactions. Closed interactions have either a Closed Complete or Closed Abandoned state. | | Platform: Scheduled Appointments SOW: Appointments | All upcoming appointments scheduled for your walk-up location. | [Table 1. Walk-up Experience Agent applications] {#use-walkup-to-manage-demand__table_mlz_tdy_xfb} For more information, see [Walk-up Experience management in Service Operations Workspace](https://www.servicenow.com/docs/uzZ_WS~c4TbCM1uNkJzzoQ "Manage your walk-up interactions and queues in Service Operations Workspace.") and [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-overview&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US). * **[View Walk-up Experience inbox](https://www.servicenow.com/docs/eQ2YGxEis291iOdjjuLvzw)** View a personal inbox of automatically assigned Walk-up Experience interactions using the Agent Workspace feature interface. * **[View assigned Walk-up Experience locations](https://www.servicenow.com/docs/4w51_RUyfY2XhSGaqocUuQ)** Walk-up Experience agents can view a list of the walk-up queues they are assigned to support. Locations queues reveal all the information an agent needs to know to operate the queue efficiently. * **[Manage automatically assigned Walk-up Experience interactions](https://www.servicenow.com/docs/jWxZPbGZRPZtsvRpzR~HeA)** The agents supporting Walk-up Experience locations can view and manage interactions automatically pushed to the Agent Workspace inbox. * **[Manage Walk-up Experience interactions manually](https://www.servicenow.com/docs/PtxuQOm82IejuPT_3wupnQ)** Agents supporting walk-up locations can manually manage queue requests with several Walk-up Experience interaction-related modules. * **[View Walk-up Experience location stockroom and assets](https://www.servicenow.com/docs/1R5FpXScmBMy5aMbjnASsg)** Agent supporting Walk-up Experience locations can view and access stockrooms to provide commonly requested hardware and software assets for walk-up queue guests. Stockroom inventory is defined by asset and inventory managers. Walk-up location agents can monitor inventory and alert asset and inventory managers when additional consumables are needed. * **[Use Agent Assist to expedite Walk-up Experience fulfillment](https://www.servicenow.com/docs/SGmsHIDTXxn30iRVL1JyNw)** Walk-up Experience agents can use the Agent Assist feature in Agent Workspace to expedite incidents and requests. * **[View and manage Walk-up Experience appointments in Agent Workspace](https://www.servicenow.com/docs/aMUNP~jspFr2V9h5s7ipsw)** Viewing upcoming scheduled Walk-up Experience appointments provides technicians with an estimate of future queue demand and workload. Managers can view future appointments and adjust staffing at walk-up queue locations to best support demand. * **[View and manage Walk-up Experience appointments from application navigator](https://www.servicenow.com/docs/~BmDUaxt8Ro~NGfgVbtpQQ)** Viewing upcoming scheduled Walk-up Experience appointments provides technicians with an estimate of future queue demand and workload. Managers can view future appointments and adjust staffing at walk-up queue locations to best support demand.