---
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 the service channel

# Configure Walk-up Experience service channel {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure the Walk-up Experience service channel to meet the needs of your
walk-up agents and how they are assigned to and manage interactions in Agent Workspace.

## Before you begin

Role required: sn_walkup.walkup_admin or admin

## About this task

The Walk-up Experience service channel is viewed and configured through Advanced Work Assignment. You can modify default values and conditions as
desired.

## Procedure

1. Navigate to AllAdvanced Work AssignmentService Channels.
2. Select Walk-up to open the Walk-up Experience service channel.
3. Refer to [Configure a service
   channel](https://www.servicenow.com/docs/access?context=awa-create-service-channel&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) for detailed information regarding the Service Channel Walk-up form values and conditions.  
   For more information regarding Advanced Work Assignment service channels, including configuring capacity and utilization, inbox layout, and overriding agent capacity for selected agents, refer to [Service channels](https://www.servicenow.com/docs/access?context=awa-service-channels&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).

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