View Walk-up Experience inbox

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • View a personal inbox of automatically assigned Walk-up Experience interactions using the CSM Configurable Workspace feature interface.

    Before you begin

    Role required: sn_csm_walkup.walkup_technician

    About this task

    There are two ways technicians can view the walk-up inbox. Technicians primarily access CSM Configurable Workspace for all Walk-up Experience related information, including the inbox. However technicians can also access CSM Walk-up Experience in the application navigator, or navigation bar, to link to and view the inbox in CSM Configurable Workspace.

    Procedure

    1. To view the walk-up inbox, open CSM Configurable Workspace.
    2. Select Inbox in the navigation bar of the interface.
      Automatically pushed interaction assignments appear in the inbox based on agent schedules and assignment rule configurations in the Advanced Work Assignment feature. Technicians can set an inbox status of Available, Away, and Offline.
    3. Alternatively, to view the walk-up inbox via the application navigator, navigate to CSM Walk-up Experience > Technician > My Walk-up Inbox.
      You’re linked directly to your personal inbox in CSM Configurable Workspace. Automatically pushed interaction assignments appear in the inbox based on agent schedules and assignment rule configurations in the Advanced Work Assignment feature.