Centralized guest messaging into one Respond.io inbox, put a Zendesk knowledge base behind it.
Finns Bali runs some of the busiest consumer venues in Canggu. Guest enquiries were arriving across more channels than the team could watch, and accounts impersonating the Finns name were taking money from people who thought they were booking a table. We centralised guest messaging into one Respond.io inbox, put a Zendesk knowledge base behind it, and started the work of getting their WhatsApp Business account verified.
An impersonation crisis on top of an enquiry flood
Two things were happening at once, and each one made the other worse.
The first was volume. Guest questions came in all day across WhatsApp, social DMs and email, about pricing, event schedules, table availability, weather, dress codes. No single place to see them, no way to know which had been answered.
The second was fraud. A wave of accounts using the Finns name, logo and branding were operating in plain sight. Guests messaged them believing they were talking to the venue. Some of them lost money. The complaints that followed landed on the Finns team, who then spent their day handling other people's fraud instead of their own guests. Real revenue walked away, and so did trust.
Why impersonation is hard to fix by reporting alone. Blocking and reporting fake accounts is reactive: for every one taken down, another appears. The durable fix is to make the real account provably real and easy to find. On WhatsApp that means a verified business account, and a single official number that every one of your channels, receipts and listings points at. Meta's blue badge means the business itself was verified against submitted documentation, which is a stronger signal than the grey badge that only confirms a phone number was checked. Until guests have one obvious authentic channel to reach you on, they will keep finding the fake ones first.
One inbox, one source of truth, one official channel.
One inbox on Respond.io
Every guest channel now lands in a single shared inbox. Multiple agents work the same queue at the same time without stepping on each other, and nobody switches tabs to check whether a message came in somewhere else. When we asked the team what had made the biggest difference day to day, this was the answer: one view, no tab-switching.
A Zendesk knowledge base the team actually uses
Pricing tables, event details, terms and conditions, and the questions guests ask most often now live in one place, structured and searchable, with Zendesk macros for the answers that get sent dozens of times a day. An agent sends a full pricing table in one click instead of retyping it. New hires stop having to memorise the menu and the policies before they can be useful on the queue.
A path to a verified WhatsApp Business account
Getting verified is a process, not a switch. Finns is currently registering a new official number as the foundation for Meta verification. Because Respond.io already handles their existing channels, the queue keeps running normally while the WhatsApp infrastructure changes underneath it. Nothing goes dark during the migration, which is the part most businesses get wrong when they change a public-facing number.
What the team reports since going live.
One source of truth
Guest information, FAQs and terms now sit in one place instead of scattered across chats, documents and people's heads. Checking a complicated T&C is a search, not a hunt.
Faster answers on the channel guests chose
A guest asking about a weather change or a last-minute VIP section gets an accurate answer on WhatsApp, from an agent who didn't have to go looking for it.
Onboarding stopped being a bottleneck
New agents work the queue sooner, because the knowledge base answers the questions they haven't learned yet.
The team stopped absorbing other people's fraud
With an official channel taking shape and a single inbox to run it from, time goes back into hospitality instead of scam triage.
“Working with Unwired Logic has helped us regain control of our guest communication. By centralizing our inbox into a single view via Respond.io and making our FAQs AI-accessible, our team can work faster and smarter. It has given us the operational foundation we need to protect our guests from impersonation scams and improve our digital experience.”
What this was built on.
- Guest messaging hub
- Respond.io, shared inbox across channels
- Knowledge & macros
- Zendesk Knowledge Base, Zendesk macros
- Channel
- WhatsApp Business, verification in progress
- Engagement
- CX platform implementation
- Region
- Bali, Indonesia
This was a CX platform implementation. We do the same work for retail and consumer businesses in Southeast Asia.
Right-sized fixes, across the operation.
Helping the wheels turn faster with Zendesk Support.
We set up Zendesk Support so the team could answer customers quickly and keep service moving - the right-sized fix for a growing retail operation.
Faster, consistent answers across the whole organization.
Automated workflows and clearer stakeholder visibility cut the noise and sped up every reply. Built on Zendesk with SweetHawk extending the workflows.
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