---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configure appointment type

# Configure appointment type {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Support requesters in-person and virtually and assist them through remote
appointment.

A walk-up location can support in-person visits of a requester or support the requester
virtually.

Extend services to your employees working remotely with the new Walk-up appointment booking
type as remote. With the new remote appointment type, you can manage
crowding at the location, support work from home and hybrid work model effortlessly. Integrate MS
Teams to connect to the agents and the requesters and maintain the conversation context.

* Administrators: The administrators can set a location as remote, in-person, or both. To configure appointment type for a location, see [Create or modify Walk-up Experience locations](https://servicenow-prod.fluidtopics.net/yPJKqB_CbUGWDbRVYB8Ssw "Create or customize the predefined Walk-up Experience location. Walk-up Experience locations contain all the information about the walk-up support venue. You can define the way each location or support venue works.").
* Agents: The agents are notified whether the interaction is remote or in-person. They can start a conversation with the requester on Microsoft Teams and bring over the context from Microsoft Teams chat to walk-up interaction.
* Requesters:The requesters can choose if they want to be served remotely by selecting appointment type as remote while scheduling an appointment. For more details, see [Plan your walk-up experience visit with Employee Center](https://servicenow-prod.fluidtopics.net/oEyWNR~qkQ4FbWR0UMpFUQ "Schedule a single or multiple appointments to visit the walk-up lounge or the support lounge Walk-up Experience Employee Center. You can also get remote help."). They can still get their issues resolved by visiting the location.
{#configure-appointment-type__ul_jzm_4tp_ktb}