Banking Workspace enables agents to quickly access key information of clients during an interaction in real time, providing immediate support with personalized conversations. It works mainly through the FSI Client Profile app and the FSI Payments app in Talkdesk Conversations.
Note: Banking Workspace is available to users of Talkdesk Financial Services Experience Cloud™ for Banking. Enablement and setup are performed with the support of Talkdesk.
How Does Banking Workspace Work
This feature requires a Studio flow to gather the client’s member ID, a unique identifier from the integrated core banking system, and an Execute Action component to add a connection to identify the caller.
When a client reaches out to your contact center, the predefined Studio flow is triggered, asking the client to provide their identifying information. Once the client member ID is successfully authenticated against the core banking system, by using an Execute Action component containing a connection, the client can be routed to an agent. Ultimately, the agent that handles the request can directly see the client information on the Client 360 tab and the Payments tab in Conversations. These two tabs are controlled by the FSI Client Profile app and the FSI Payments app respectively.
Managing the FSI Client Profile App
The FSI Client Profile app is installed in your account by Talkdesk. To manage users, administrators need to perform the following steps:
1. Go to My Apps and click the gear icon of FSI Client Profile.
2. In the dialog Manage FSI Client Profile, click Users. Select the user you want to grant access to the app.
3. Click Save changes.
Managing the FSI Payments App
The FSI Payments app is installed in your account by Talkdesk. To manage users, administrators need to perform the following steps:
1. Go to My Apps and click the gear icon of FSI Payments.
2. In the dialog Manage FSI Payments, click Users. Select the user you want to grant access to the app.
3. Click Save changes.
Configuring FSEC for Banking Workspace Settings
Talkdesk Administrators using Talkdesk Financial Services Experience Cloud for BankingTM (FSEC for Banking) are able to leverage Industries Settings to configure the Client 360 Workspace in a self-service way. This allows Admins to manage card visibility, order, and the information shown to Aagents in the Client 360 tab within Workspace/Conversations.
With Industry Settings by Team, Admins can now create multiple named configurations and assign each one to a specific team. This means different groups of agents can each see a workspace tailored to their role, all managed from a single account."
To do so, please follow the steps detailed below.
When FSEC for Banking is accessed above, the following options appear on the page specific to the Client 360 & Payments tab:
Here, Workspace cards can be configured to show or hide certain information from agents on the Client 360 tab & Payments tab in Workspace when they are handling an interaction in Talkdesk. Cards can also be re-ordered on the Client 360 Workspace UI.
Additional settings include those related to:
- Adding external links to the Actions menu
- Search Contact configuration
- Spending Limits
- Activate and Deactivate Cards
- Funds Transfer
- Stop Payment
- Travel Notification
- Password Reset
- Payments
- Custom Canvas
Important Note: 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 representative.
For more information, please refer to the Using Banking Workspace article.
CHANGE 2 – Add new section: "Configuring Industry Settings by Team"
Configuring Industry Settings by Team
By default, Industries Settings applies a single Account-level configuration to all agents. With Industry Settings by Team, Admins can create multiple named configurations and assign each one to specific teams, giving each group of agents 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. Agents will need to reload their workspace to see updates.
Related articles:
Financial Services Experience Cloud for Banking: Overview