05 System · 2026 – now
Zendesk as the central guest communication platform
Every guest conversation, whatever the channel, in one place.
Zendesk integrated as the single platform for guest communication, including WhatsApp. Around it sit identity reconciliation (one guest, one identity across WhatsApp, email and the database) and a sidebar app that lets agents send approved WhatsApp templates.
S05 · The sidebar app for WhatsApp templates · [supply]
- Years
- 2026 – now
- Kind
- System
- Status
- Running
- Role
- Led the integration
- Cluster
- 2. Guests
- Relations (as written)
- replaced (4) · hosts (6), (9) · phone calls arrive via (8)
Connected to
- hosts 6. AI guest service
- hosts 9. Proactive WhatsApp messaging
- 4. Freshdesk Omnichannel replaced by this
- 8. Phone system and call transcripts writes into this
- 6. AI guest service runs on this
- 9. Proactive WhatsApp messaging writes into this
- 12. MCP connectors: PMS, Zendesk, analytics reads this
Built during: Chief Technology Officer