Connect Walmart during onboarding
From a brand-new workspace to Walmart buyer messages in your inbox, with orders attached, in about ten minutes (video included).
Go from a brand-new workspace to Walmart buyer messages landing in your inbox, with orders and products attached, in about ten minutes.
This guide follows the onboarding wizard screen by screen, from naming your workspace to answering your first ticket. If you prefer to watch, Jordan, our founder, runs through the whole setup in the video below.
Watch the walkthrough
- 00:25Name and set up your workspace
- 01:55Pick your sales channels
- 02:18Authorize Walmart
- 02:37Set a response time
- 03:10Choose how buyer messages arrive
- 05:02Gmail forwarding, step by step
- 07:00Forward only Walmart emails
- 07:33Brand voice and personality
- 10:18Lay out your inbox
- 12:43Answer a sample ticket with AI
How the connection works
Connecting Walmart has two parts, and you need both:
Authorizing Walmart alone won't bring in buyer messages. The sign-in syncs your orders and products. Walmart delivers buyer messages by email, so you also have to point those emails at Lunadesk. The wizard walks you through that last step, so don't skip it.
Before you start
- ✓A Walmart Seller Center login that can authorize apps and, if you pick option B below, edit contacts.
- ✓Access to the mailbox that currently receives your Walmart customer emails (Gmail, Outlook, or another provider), if you choose to forward it.
- ✓About ten minutes. You can change every setting later.
Step by step
Enter a Workspace Name (for example Ecom Helpdesk), then pick your Default Timezone, Time Format (12-hour or 24-hour) and Language. The language you choose is the one the whole dashboard uses.
Choose a Theme (Light, Dark or Auto), an Accent colour that matches your brand, and a Display size if you want bigger or smaller text. The accent colour applies to the whole workspace. Theme and display size are saved to your account only.
What will you use Lunadesk for? Select E-commerce (marketplaces and online stores) so the next screens are tailored to sellers.
On Where do you sell?, select Walmart. You can select several platforms, and Lunadesk will walk you through each one in the order you picked them. If a channel you need isn't listed, use Missing a channel? to tell us, because that feedback decides what we build next.
Click Authorize Lunadesk on Walmart. You're sent to Walmart Seller Center: sign in and approve access. It's Walmart's official OAuth 2.0 sign-in, so you never give Lunadesk your Walmart password. Back in the wizard you'll see:
Status Walmart is connected. Orders and products are syncing.Optional but recommended. Tick Set a response time for this channel and enter the hours to first reply you want to meet (24 is a good start; use 12 if your SLA is tighter). Every Walmart ticket then shows a countdown. Tick Notify me when a ticket goes past it to be alerted before your metrics suffer.
Pick one of the two options below: Forward your current inbox (selected by default) or Change your Walmart settings. Both are covered in detail in the next section.
Enter the Brand name, which is the name the AI signs and speaks for in every draft. Then choose a Register (Familiar, Neutral or Formal) and up to two tones. The live preview rewrites a sample reply as you click. You can also choose Custom, paste a reply you have really sent, and click Analyze my style so the AI copies your wording. Last, pick a Draft length: Minimal, Concise (the default), Balanced or Detailed. Finish with Save & Continue.
One brand per workspace. Managing several brands? Give each one its own workspace. Several inboxes for the same brand (Walmart, Amazon, email…) belong in the same workspace.
Receive your buyers' messages: pick an option
Walmart sends buyer messages by email. Both options get those emails into Lunadesk, and you can reply to buyers from any address.
| A · Forward your current inbox | B · Change your Walmart settings | |
|---|---|---|
| Change anything on Walmart? | No | Yes, once in Seller Center |
| Copy kept in your mailbox | Yes | No mailbox in between |
| What comes in | Everything, or only Walmart mail with a filter | Only Walmart emails |
| Confirmation | Lunadesk confirms the forward for you | Click I've made the change |
Either way, the wizard shows your channel's own Lunadesk address with a Copy button. It looks like this:
This address is yours alone. Anything sent to it becomes a ticket in Lunadesk. Copy it from the wizard rather than typing it, because the part after the @ is your workspace's own subdomain.
Option A: forward your current inbox
Your mailbox keeps receiving Walmart emails as usual and sends a copy of each one to Lunadesk. Choose your provider in the wizard (Google Workspace, Microsoft 365 or Other (IMAP)) to see tailored instructions and an Open guided walkthrough button. For Gmail:
Click Add a forwarding address, paste your Lunadesk Walmart address, then confirm the prompts (Google may ask for your two-step verification).
Gmail emails a confirmation link to your Lunadesk address. You don't need to do anything: Lunadesk catches that email and confirms it for you, and the wizard shows Forward confirmed for you.
Back in Forwarding and POP/IMAP, select Forward a copy of incoming mail to your Lunadesk address, keep Gmail's copy in the inbox, and click Save Changes.
While the wizard shows Waiting for your first email…, send a test to the address you use on Walmart. When it arrives you'll see Forwarding works. In a hurry? Click Continue without waiting: the forward keeps working in the background.
Only want Walmart emails in Lunadesk? Instead of forwarding everything, create a Gmail filter: open the search options, put Walmart in Has the words (or the sender Walmart uses for buyer messages), click Create filter, tick Forward it to, pick your Lunadesk address, and create the filter. From then on, only matching emails are forwarded.
Outlook / Microsoft 365: open Settings › Mail › Forwarding, tick Enable forwarding, paste your Lunadesk address, tick Keep a copy if you want originals, then Save.
Other providers: look for a Forwarding or Filters section in your mail settings and add the Lunadesk address as the destination. If your provider sends a confirmation email, it arrives in your Lunadesk inbox: open it and confirm.
Seeing "Your mailbox wants you to confirm the forward"? Lunadesk couldn't confirm it automatically. Open the confirmation email, which is waiting as a ticket in your Lunadesk inbox, click its link, then send a test email.
Option B: change your Walmart settings
Walmart sends customer-service emails straight to Lunadesk, with no mailbox in between. Do this once in Seller Center:
In Seller Center, click the settings (gear) icon at the top right.
Click the blue Address book button at the top right, then Add contact. Use your Lunadesk Walmart address as the primary email and select United States, Mexico, Canada as markets.
Back on Manage Contacts, open Customer service.
On each market row, click … then Edit Assignment, select the Lunadesk contact and save. Then, in the wizard, click I've made the change.
What happens next
Once onboarding is done, you land in your inbox and a short tour helps you lay it out:
- 1Group your inbox by status: open tickets on top and pending below, or side by side.
- 2Pick the columns you want to see: ticket number, status, SLA countdown, channel, last update… and reorder them.
- 3Drag the column edges to resize.
- 4Save your own custom views: you can even describe one in plain words, such as "urgent unassigned tickets from Amazon", and let AI build its filters.
The tour ends with Open my example ticket: a sample Walmart conversation you can use to try the AI before real buyers write in:
Meanwhile Lunadesk keeps syncing your Walmart orders, products, returns and inventory, so the AI has what it needs to answer order and pre-sale questions.
Troubleshooting & FAQ
I skipped Walmart during onboarding. How do I connect it later?
Where do I find my Walmart forwarding address again?
The wizard says "Nothing received yet".
I authorized Walmart but I'm back on the Authorize button.
Walmart is connected, but no buyer messages show up.
Which address do my replies come from?
Can I change the response time or brand voice later?
I sell on several Walmart accounts.
Related articles
Authorize Walmart, route its emails, and let the AI draft your first replies. Questions? We're one message away.