Industry Settings for Talkdesk Retail Experience Cloud is an area within Admin > Industries > Retail that gives administrators a guided, self-service way to configure their commerce integration and their agents' workspace.
Industry Settings improves integration visibility and admin control: administrators can see exactly which steps are complete, which steps are theirs to complete next, and which information Talkdesk still needs from them. The result is a faster, more transparent integration process with less back-and-forth.
Industry Settings has two tabs:
- Integration Settings: Connect and manage your commerce platform, Shopify, BigCommerce, or a custom integration.
- Customer 360: Choose which customer information, cards, and actions appear on the agent desktop.
| Note: Industry Settings has no roles or permissions of its own. It is available only to Talkdesk Administrators, from “Admin”. Settings configured in Customer 360 apply account-wide, to every agent using the workspace. To control which roles or agents can access specific actions, tabs, or capabilities in their workspace, see Roles and Permissions for Retail Workspace. |
Accessing Industry Settings
1. Log in to Talkdesk as an administrator.
2. Navigate to Admin.
3. Under Industries, click Industries Settings.
4. Click on “Retail”
5. Select the Integration Settings tab or the Customer 360 tab.
Setting Up Your Commerce Integration using Integration Settings
Selecting a provider
1. On the Integration Settings tab, go to the Integration section.
2. From the Provider drop-down, select Shopify, BigCommerce, or Custom.
| Important: Once you select a provider and add a brand, you cannot change the provider for that account. Confirm your selection before proceeding. |
Callbar customer search
Next to the Provider field, the Callbar customer search toggle controls how agent customer search behaves:
- On: Agent customer search queries Callbar's external contacts.
- Off: Agent customer search queries your provider's own customer data instead.
(3) Tracking Setup Progress
The Setup checklist panel, next to your brand settings, shows your progress for a brand for the Provider selected. The Setup checklist adapts to the selected provider.
If your account has more than one brand, use the drop-down at the top of the Setup checklist panel (for example, Brand A) to switch between brands and view each one's progress separately.
Each step shows Completed once detected, or Not detected with a link to finish it. The checklist header shows how many steps are complete (for example, "2 of 3 complete") and when it was last updated. Click the refresh icon to check for updates.
Below the checklist, a Historical data sync callout recommends syncing your historical data with Talkdesk. This callout stays visible even after all three checklist steps are complete, since historical sync is a separate, optional step. Click Configure in Industries Jobs to get started. See Syncing Historical Data with Industries Jobs for the full procedure.
Connecting Multiple Brands
If you operate more than one store or brand under the same account, each brand goes through its own setup, one card at a time, on the same page.
1. Complete the setup for your first brand, as described above. Its Brand settings card shows the Default brand tag.
2. Click Add brand. A second Brand settings card appears below the first, tagged with your previously selected provider
3. Follow the Setup Checklist and enter the settings for the additional brand. Each brand has its own credentials and add-ons, independent of the others.
4. Click Apply changes.
Configuring the Agent Workspace (Customer 360)
The Customer 360 tab controls what agents see and can do on the customer desktop. Changes apply to every agent in the account as soon as you apply them.
There is no way to configure different Customer 360 settings for specific agents or roles from within Industry Settings. For role-based access control, see Roles and Permissions for Retail Workspace.
1. Navigate to Admin > Industries Settings.
2. Click on “Retail”
3. Select the Customer 360 tab.
4. Turn each setting on or off as needed.
5. Click Apply changes to save.
Important: Changes to Customer 360 settings apply immediately to all agents once saved. Consider making significant changes outside of business hours.
Troubleshooting
“I entered my Shopify credentials, but the install link doesn't work.”
Confirm your `read_all_orders` scope request has been approved in your Shopify Partners Dashboard before generating the install link.
“I get a domain format error when entering my Shopify store domain.”
Enter your `myshopify.com` domain, not a custom domain. Find this in Shopify Admin under **Settings > Domains**.
“Saving my credentials returns an error.”
Check your API key and secret or access token for typos, and try again. Your entered values are retained so you do not need to re-enter everything.
“My historical sync has been in "Processing" for a long time.”
Sync time depends on the size of your catalog and can take several days for large stores. Check the sync status in Industries Jobs. If it has been processing for more than 2 hours with no change, contact Talkdesk Support.
“I got an error when subscribing to webhooks (BigCommerce).”
Update the webhook directly through the BigCommerce API as a workaround.
“I tried to add a second brand and got a warning about multi-integration mode.”
Multi-integration mode must be enabled before you can add a second brand. Select **Enable now** in the prompt to continue.
“I want different agents to see different things, but Customer 360 only has one set of settings.”
That is expected. Customer 360 settings apply to every agent in the account. To control what different roles or agents can access, see Roles and Permissions for Retail Workspace.