---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Walk-up feature configuration

# Walk-up feature configuration {#ariaid-title1}

* Release version: Xanadu
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Understand the configuration of the Walk-up feature in the Engagement Messenger module to configure the field values.
To enable a walk-up feature for your customers, verify that you activate the following plugins in your ServiceNow instance:

* Walk-up for CSM plugin (com.snc.walkup_for_csm) for authenticated users
* Guest Walk-up Experience for Customer Service plugin (sn_guest_walkup_cs) for unauthenticated users
{#walk-up-feature-configuration__ul_gqs_l33_v4b}  
Once the plugin is active, navigate to the Features section of the guided configuration view of your Engagement Messenger module and enable the Field service feature.Figure 1. Walk-up feature
{#walk-up-feature-configuration__table_opq_wb1_g4b__entry__2}

| Field | Description |
|-|-|
| Title text | Title for the feature widget in the messenger. |
| Subtitle text | Description for the feature widget in the messenger. |
| Enable for unauthenticated users | Option for enabling the walk-up feature for guest users who visit the website that hosts the messenger. |
| Enable for authenticated users | Option for enabling the walk-up feature for users who sign in into the website that hosts the messenger. |
[Table 1. Walk-up feature configuration fields]

{#walk-up-feature-configuration__table_opq_wb1_g4b}

Select Configure walk-up here to configure details of your customer support centers. For more information, see [Configure Walk-up Experience locations](https://servicenow-prod.fluidtopics.net/9OILBYTptLiItEUn9l7RCw "Administrators define walk-up locations while setting up the walk-up experience for an organization. Requesters see this information when they schedule appointments or check in at a service location.").