Using Walk-up Experience

Release version: Australia

Updated March 12, 2026

1 minute to read

Customers can use the Walk-up Experience feature to check in at a walk-up location and schedule or modify appointments from the Customer Service Portal. Walk-up Experience managers can access the CSM Walk-up Experience dashboard to monitor the performance of agents and service locations.

Customers can use the Walk-up Experience feature to complete the following tasks:

Check in at a walk-up location and join a requester queue.
Schedule an appointment or join a requester queue from the Customer Service Portal.
Schedule an appointment as a guest user.
Modify or cancel a walk-up appointment as a guest user.
Monitor requester queues.

Walk-up experience technicians and managers can view and manage walk-up interactions and queues and view the CSM Walk-up Experience dashboard.

CSM Walk-up Experience dashboard
Manage queues and interactions