---
title: Manage Walk-up Experience queue and interactions
description: Walk-up Experience managers and agents can manage all aspects of a walk-up location queue and interactions. Agents can view assigned walk-up locations, interactions, and associated stockrooms used for fulfilling the walk-up requests.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-service-management/walk-up-experience/use-walkup-to-manage-demand.html
release: brazil
product: Walk-Up Experience
classification: walk-up-experience
topic_type: concept
last_updated: "2026-10-29"
reading_time_minutes: 4
breadcrumb: [Walk-up Experience, IT Service Management]
---

# Manage Walk-up Experience queue and interactions

Walk-up Experience managers and agents can manage all aspects of a walk-up location queue and interactions. Agents can view assigned walk-up locations, interactions, and associated stockrooms used for fulfilling the walk-up requests.

Walk-up Experience helps agents organize and manage walk-up queues.

To manage requests, agents access Service Operations Workspace \(SOW\) to perform the following activities.

-   Access personal inbox to view work assigned from multiple service channels, including the Walk-up Service Channel.
-   Get assignments pushed to the inbox from the walk-up interaction queue.
-   Work on concurrent or multiple interactions at the same time.
-   Promote interactions to incidents or requests.
-   Work with any requester in the queue by pulling from anywhere in the queue list, including from the top of the list.
-   Use Agent assist to expedite fulfillment.

With SOW, agents can fulfill interactions on a first-come-first-served basis as interactions are pushed to individual walk-up inboxes. Interactions are distributed to walk-up agent inboxes based on assignment rule configurations in the Advanced Work Assignment feature.

Agents can open incidents in SOW when an issue is not resolved at the walk-up location. Agents can also create a request for hardware or software through the Service Catalog when an asset is not available at the walk-up location stockroom.

Walk-up Experience also includes the **Agent** module in the application navigator where agents supporting a walk-up location can perform the following actions.

-   Access personal walk-up inbox linking directly to the Service Operations Workspace.
-   View assigned walk-up interactions.
-   Reassign and modify walk-up interactions when necessary.
-   View all scheduled and upcoming appointments.
-   View walk-up queue locations.
-   View available assets and fulfill requests from a local stockroom.
-   Create incidents and requests when necessary.
-   Transfer walk-up interactions to other agents or queue locations when necessary.

The following applications are included in the **Agent** module of the Service Operations Workspace navigation bar and can be viewed in the SOW Walk-up Experience interface.

<table id="table_mlz_tdy_xfb"><thead><tr><th>

UI view and application

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Platform: **My Walk-up Inbox**

 SOW: **Inbox**

</td><td>

Walk-up interactions assigned to you in Service Operations Workspace. Interactions are pushed to your inbox according to assignment rule configurations in the Advanced Work Assignment feature.

</td></tr><tr><td>

Platform: **My Walk-up Stockrooms**

 SOW: **My Stockrooms**

</td><td>

Stockrooms and assets associated with the walk-up queue locations you support.

</td></tr><tr><td>

Platform: **My Walk-up Locations**

 SOW: **Walk-up Locations**

</td><td>

Walk-up locations that you are assigned to.

</td></tr><tr><td>

Platform and SOW: **My Assigned Walk-ups**

</td><td>

Walk-up interactions you are assigned to resolve or fulfill. These interactions have a **Work in Progress** state.

</td></tr><tr><td>

Platform and SOW: **Open - Unassigned**

</td><td>

List of all open and unassigned walk-up interactions for your locations. These interactions have either a **New**, **Queued**, or **Work in Progress** state.

</td></tr><tr><td>

Platform and SOW: **Closed Walk-ups**

</td><td>

All closed walk-up interactions. Closed interactions have either a **Closed Complete** or **Closed Abandoned** state.

</td></tr><tr><td>

Platform: **Scheduled Appointments**

 SOW: **Appointments**

</td><td>

All upcoming appointments scheduled for your walk-up location.

</td></tr></tbody>
</table>For more information, see [Walk-up Experience management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/service-operations-workspace/walkup-sow.md) and [Advanced Work Assignment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/awa-overview.md).

-   **[View Walk-up Experience inbox](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/walk-up-experience/view-walkup-inbox.md)**  
View a personal inbox of automatically assigned Walk-up Experience interactions using the Agent Workspace feature interface.
-   **[View assigned Walk-up Experience locations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/walk-up-experience/view-walkup-location.md)**  
Walk-up Experience agents can view a list of the walk-up queues they are assigned to support. Locations queues reveal all the information an agent needs to know to operate the queue efficiently.
-   **[Manage automatically assigned Walk-up Experience interactions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/walk-up-experience/view-auto-assigned-walkup-requests.md)**  
The agents supporting Walk-up Experience locations can view and manage interactions automatically pushed to the Agent Workspace inbox.
-   **[Manage Walk-up Experience interactions manually](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/walk-up-experience/view-assigned-walkup-requests.md)**  
Agents supporting walk-up locations can manually manage queue requests with several Walk-up Experience interaction-related modules.
-   **[View Walk-up Experience location stockroom and assets](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/walk-up-experience/view-walkup-location-stockroom.md)**  
Agent supporting Walk-up Experience locations can view and access stockrooms to provide commonly requested hardware and software assets for walk-up queue guests. Stockroom inventory is defined by asset and inventory managers. Walk-up location agents can monitor inventory and alert asset and inventory managers when additional consumables are needed.
-   **[Use Agent Assist to expedite Walk-up Experience fulfillment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/walk-up-experience/use-agent-assist-expedite-walkup.md)**  
Walk-up Experience agents can use the Agent Assist feature in Agent Workspace to expedite incidents and requests.
-   **[View and manage Walk-up Experience appointments in Agent Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/walk-up-experience/view-manage-walkup-appointments.md)**  
Viewing upcoming scheduled Walk-up Experience appointments provides technicians with an estimate of future queue demand and workload. Managers can view future appointments and adjust staffing at walk-up queue locations to best support demand.
-   **[View and manage Walk-up Experience appointments from application navigator](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/walk-up-experience/view-manage-walkup-appoint-nav.md)**  
Viewing upcoming scheduled Walk-up Experience appointments provides technicians with an estimate of future queue demand and workload. Managers can view future appointments and adjust staffing at walk-up queue locations to best support demand.

**Parent Topic:**[Walk-up Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/walk-up-experience/walkup-experience-landing-page.md)