Talkdesk administrators are able to use Industries Settings to configure the Financial Services Experience Cloud (FSEC) Insurance Workspace in a self-service way to manage card visibility and the information shown to agents in the Insurance tab within Workspace.
When FSEC for Insurance is accessed above, the following options appear on the page.
Here, Workspace cards on the FSEC Insurance tab can be re-ordered as well as potentially disabled/hidden from representatives' view when they are handling an interaction in Talkdesk.
Additionally, there are settings available that control the specific information shown on each card and in the side panel when one is available for a particular card such as claims and policies. These card-specific settings include:
- Account
- Policies & Policy Panel Details
- [Custom] Canvas definition
- Search Contact configuration
- General Settings (to control agent actions/workflows)
- External System Integration
The Integration Settings tab is primarily used by Talkdesk Professional Services during initial implementation. For any changes needed on this tab, please contact your Talkdesk team.
Configuring Industry Settings by Team
By default, Industries Settings applies a single Account-level configuration to all representatives. With Industry Settings by Team, Admins can create multiple named configurations and assign each one to specific teams, giving each group of representatives a workspace tailored to their role.
How it works
The Configuration panel on the left side of the Industries Settings page lists all existing configurations:
- Account (default): the baseline configuration applied to any team without a specific assignment.
- Named configurations: custom configurations created by the Admin, each with its own settings for cards, payments, transfers, and other features.
Each agent automatically sees the configuration assigned to their team. No action is required from the agent.
Creating a new configuration:
1. Click "Add configuration" in the left sidebar.
2. Choose to create a new configuration from a blank configuration, from the account’s default, or clone any existing configuration
3. In the Teams field at the top of the panel, select the team(s) this configuration should apply to.
4. Configure each section as needed.
5. Click Apply. A confirmation message will confirm the configuration has been saved and applied to the selected teams.
6. The new configuration is created and teams assigned.
Conditions:
- The Account (default) configuration cannot be deleted. It applies to any team not assigned to a named configuration.
- Each team can only be assigned to one configuration at a time.
- Teams must be created in Talkdesk Admin (Admin → People → Teams) before they can be assigned here.
- Configuration changes apply in real time. Representatives will need to reload their workspace to see updates.
For more information, refer to the Using the Insurance Workspace article.