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Engagement Messenger reference › Reference › Customer Service Management
Release: Australia · Updated: 2026-06-25 · Official documentation · View source

Walk-up feature configuration

Understand the configuration of the Walk-up feature in Engagement Messenger module to configure the field values.

To enable the walk-up feature for your customers, 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

Once the plugin is active:

  1. Navigate to the Features section of the guided configuration view of your Engagement Messenger module.
  2. Enable the Walk-up feature.
FieldDescription
Title textTitle for the feature widget in the messenger.
Subtitle textDescription for the feature widget in the messenger.
Enable for unauthenticated usersOption for enabling the walk-up feature for guest users who visit the website that hosts the messenger.
Enable for authenticated usersOption for enabling the walk-up feature for users who sign in into the website that hosts the messenger.
  1. Select Configure walk-up here to configure details of your customer support centers. For more information, see Configure Walk-up Experience locations.