Sendbird Reviews

I have been using Sendbird for approximately two years. I have been using Sendbird mainly for customer communication and support work. During all this time, I have worked with its messaging features to help manage customer conversations and also to improve response handling.

My main use case is customer messaging and support conversations. For example, I use Sendbird to manage in-app customer chats where users could reach out directly for help. It made it easier to keep conversations organized, respond quickly, and make sure customers were connected to the right support team when needed.

One thing I appreciated about Sendbird is that conversations stayed in a single thread, so agents could see the full history instead of jumping between different messages or channels. That made it easier to understand the customer's issue and then continue the conversations without asking the same questions all over again. For routing, we could direct conversations based on the type of request. For example, a billing question could go to one team, while a technical issue could go to another. That helped customers reach the right person faster, and it also prevented time spent transferring chats between teams and individuals.

Another thing I found useful about Sendbird was the real-time communication aspect. Customers could get help while they were actively using the app instead of having to send an email and wait for a response. That made interactions feel more immediate and improved the overall support experience, especially for issues that could be resolved quickly through chat.

The best features that Sendbird offers, the ones that stand out to me, are the real-time messaging, conversation management, and chat routing. Real-time messaging can help customers get support immediately, which also improves the overall experience. Conversation management is very useful because it keeps the full chat history in one place, making it easier for agents to understand the context of what is happening. I also value the routing capabilities because it helps direct customers to the right team without a lot of manual handoffs. Altogether, those features make support operations much more organized and responsive.

Conversation management is the feature that I mostly rely on. Having the full history in one place makes a very big difference because agents can quickly understand what has already happened and continue helping customers without making them repeat themselves because the full history is already there. A good example was when a customer came back about an issue they had reported earlier. Because the conversation history was already logged in there, we could immediately see the previous discussions and continue from where we left off instead of starting all over again. That saved a whole lot of time for us, for both the customer and also for the support team, and it made the experience much smoother.

One thing I found unique about Sendbird is how smooth the real-time chat feels. It does not feel delayed or clunky. Conversations flow naturally, as though you are talking to someone in real time. If I could improve one thing, I would add more built-in analytics around conversations, such as clearer insights on response times, common issues, and agent performance. That would make it much easier to optimize support without relying on external tools.

One improvement I see for Sendbird would be more flexibility in customizing the chat interface, especially around how conversations are displayed for agents. Sometimes, when handling multiple chats, having better layout controls or quick filters would make it much easier to stay organized. I also would appreciate more built-in analytics inside the platform itself, such as clearer breakdowns of response times, chat resolution rates, and common customer issues. Right now, you often need external tools to get that level of insights. Overall, it works very well, but those improvements would make the day-to-day support work much smoother and much more efficient.

I have been working in my current field for three to four years. It has been amazing. I have a variety of different job skills. During all these years, I have worked with customer support tools, automation platforms, CRM systems, and various workflow management projects.

Sendbird is very stable from my experience. I did not notice any major outages or disruptions while using it. Conversations loaded properly, messages delivered in real time, and the system generally stayed responsive even when chat volumes increased significantly.

Sendbird handles scaling quite smoothly from what I have seen so far. Even when the number of conversations increased, there was not any noticeable lag or breakdown in performance. Chats still came in real time, and agents could manage multiple conversations without the system slowing down. Overall, it felt reliable even under very heavy usage.

I have not been able to contact Sendbird's support team. I cannot comment on their support since Sendbird is pretty easy to use. Most of the issues or setup questions were handled internally by the teams I was working with, so I did not directly interact with their support team during my use.

Before Sendbird, support was mostly handled through basic chats and email-based systems, which were slower and less organized. The switch happened because these tools could not handle real-time messaging well enough or scale properly when customer volume increased. Sendbird made it much easier to manage live conversations, route messages properly, and then keep everything in one structured system instead of having it scattered across channels. It is very much a good solution.

I do not have exact ROI numbers from reports regarding Sendbird, but from what I saw in day-to-day use, there is a clear improvement in efficiency. A lot of repetitive conversations were handled through chats without needing a human agent, so support teams did not have to spend as much time on basic queries. I would roughly estimate that 40 to 60% of the routine chats were deflected or resolved much faster, which reduced the workload and helped the team focus more on complex issues. The main return was not something of direct cost tracking on my own side, but more on the time saved, the faster response, and the reduced pressure on agents, which definitely made the system worth it.

I was not directly involved in the evaluation process for Sendbird, so I cannot confidently name the exact tools that were compared. I came in after Sendbird was already selected and focused more on using it for managing customer conversations and support chats.

My advice would be to take time to set up your chat flows properly from the start, one step at a time. If you design your routing rules and conversation structures well very early on, it makes everything much easier later. You also get better results from the tool because messages do not get messy or misrouted. I also recommend that you start simple, then gradually add more automation as you understand how your users behave. That way, you do not overcomplicate things way too much earlier.

Sendbird is a very strong, reliable tool when it comes to real-time communications. Once it is set up properly, it makes customer support feel much more immediate and organized. It is especially useful for teams that handle a very high volume of live chats and need everything in one place without delays and without confusion.

I would rate this review an 8 overall.

My main use case for Sendbird is to give chat functionality to our users and also a live stream feature in the app.

A specific example of how my users interact with the chat or live stream features in my app is that there is a chat tab. There's an activity tab within which there are two sections, one is alerts and the other is chat. Within that, I have slightly customized Sendbird chat SDK and Sendbird UI SDK's components and used Sendbird chat's APIs. There are predefined groups that exist in the app and people are added by default to those groups. They can chat amongst themselves, and when they visit another user's profile, they can click on chat and chat with somebody. After that, that chat will appear in the list of chats in that section.

When the group organizer, also known as the play host, hosts an event, they have an option to run a live stream. People can join that live stream via a link, which is another use case of how I have used Sendbird in my app.

The best features Sendbird offers are reliable chats, emojis, and sharing files or audio messages, all of which are relatively easy to set up and use.

Emojis and file sharing features help my users or my team by allowing emojis to be used to react and message, and files definitely come in handy when somebody wants to share a photograph or something they want to show to the group or within one-on-one chats.

Sendbird has positively impacted my organization by giving the users of my product a feeling of community that we wanted to give, which has really increased the app usage time.

To improve Sendbird, my suggestion is to not launch products in Beta; live stream was launched in Beta. Their teams could be better in sync, as I had a very bad bug wherein all three SDKs had a problematic initialization order that required a bug fix version to be released after 17 email exchanges to finally get them to agree that the fault was on their side, which was pretty painful.

I have been using Sendbird for at least one and a half years.

Sendbird is stable for the most part.

Sendbird's scalability is as expected; it is an enterprise level, good, and very scalable software.

The customer support for Sendbird is responsive.

My experience with customer support is that it's responsive, but sometimes the depth of technicality that I expect is lost. I faced that two times because I was using Sendbird chat SDK as well as Sendbird UI SDK and then later Sendbird live stream SDK, which caused a lot of problems, but there was always a response. However, the resolution to some problems that involved multiple SDKs came in a little later and required a lot of effort from my end to get the solution out.

Sendbird was the first solution I used.

I have seen a return on investment, as the general sense was that if it made our app users feel more like a community and the app engagement increases, the whole business gets a boost, which matters a lot even if it is difficult to directly quantify into a number.

My experience with pricing, setup cost, and licensing indicates that pricing was expensive, but Sendbird was kind enough to give us some discount initially, while overall it is an expensive product as compared to other peers.

Before choosing Sendbird, I evaluated two or three other options including Twilio, but I do not really remember details as it was almost one and a half years back; we thought Sendbird was the best choice because it is enterprise and stable.

My advice for others looking into using Sendbird is that if you want to use plug-and-play and do nothing, then you can definitely use Sendbird. If you have a little bit of budget, you can rely on the stability and scalability of Sendbird and customer support as well. However, if you are going with fully custom made components and want to customize from the ground up, it is better to read the documentation first, as while Sendbird can accommodate everything, they are lacking in the clarity of their documentation; it is very confusing with many versions present.

Regarding Sendbird's AI capabilities, I think the governance and security are fine, but we have not utilized Sendbird AI much, so I am not in a position to comment a lot on that.

We have not exploited Sendbird's AI capabilities too much in the last three to four months, so I do not have substantial feedback on its accuracy and reliability of output.

I would rate this review a seven out of ten.

My main use case for Sendbird is to deploy it in customers' websites for the chatbot in their websites. We used a WordPress plugin majorly to enable it for customer websites.

A specific example of how a customer benefits from this chatbot integration is an e-commerce website customer who wanted it to be deployed on their website for questions related to their products and any issues. The chatbot was integrated so that initial queries could be answered by the LLM which was connected to their website. If customers needed further requests or assistance and the chatbot could not answer, a ticket would be created for them and email notifications could be triggered. However, the initial set of queries could be catered to by the chatbot.

We just used it for customer websites.

The best features Sendbird offers include easy integration with WordPress websites. You can have your knowledge bases connected to it and automated customer service capabilities. It can answer common customer questions and queries.

Sendbird has positively impacted my organization because we do not have to build custom chatbots with code, and we could do no-code deployment, which is simply straightforward. Sendbird also provides an SDK which we have not used, but it is something which our organization is looking into. The no-code deployment has affected website launches in a timely manner.

On average, I save two weeks per project compared to building custom chatbots.

Sendbird can be improved by looking into the app ID and improvements on a daily basis.

I would add that they could incorporate more features such as enabling video integration so that we can provide video on the chatbot itself. Those additions could improve functionality and also integrating the ChatGPT model or cloud model would be beneficial.

I have been using Sendbird for over two years.

Regarding Sendbird's AI capabilities, I find its accuracy and reliability of output to be quite reliable because it commits to serving content from the PDFs and the knowledge base which becomes the LLM for the software. The chatbot availability is approximately 99% and even if some services are down, it does not affect the chatbot availability. The latency over the network does not affect the chatbot. Overall, it is quite accurate and reliable in output.

Regarding Sendbird's governance and security, they are quite good because it provides good audit logs and version control. Regarding management, we do have different user levels, which ensures that not every WordPress user could have access to chatbot removal or addition. Concerning its scalability, it has very good connection management which helps a large number of concurrent users to connect and use the chatbot and also helps to maintain traffic spikes. This is what makes it good in terms of governance and security.

I have seen a return on investment because I was the only person needed to deploy it instead of four people coding for the implementation, and they were charging for maintaining the connection.

I was using Mailchimp before Sendbird.

I rate Sendbird a ten on a scale of one to ten.

I give it a ten because it really leverages the use of AI with the LLM model which we could construct with the knowledge base PDFs and documentation which makes it a perfect bot. It caters to around seventy percent of the customer queries because it serves the purpose for which it is deployed. Until I go into the SDK things, I could find more areas of improvement, but at this moment, it is a ten. My overall review rating for Sendbird is ten out of ten.

My main use case for Sendbird is to develop chats on mobile development or mobile apps and also integrate that to our backend. I developed custom chats using Sendbird-like UI with Jetpack Compose on Android and used the custom views that it brings, including their own SDK.

I used Sendbird for a chat for reporting orders. We had an app for buying things online and used Sendbird so customers could interact directly with a backend, with Sendbird portal or backend services where they could report whatever was going on with their order.

The best features Sendbird offers me is the ability to detect the state of a person, such as whether someone is online or has already replied or read the message. It is a way to be updated about how your messaging is going through status. Some applications or some SDK chats do not have enough information for getting the current status of the message that has been sent or the online activity of the end users, so that is something that is really valuable about Sendbird.

Having those status updates, such as knowing if someone is online or has read a message, helps my team and my users because sometimes if you do not see a status regarding a message, you feel you are not being talked to or reviewed. For example, if you send a message to some kind of chatbot and do not see activity feedback, such as the chat being online, the message being read, or somebody typing, that kind of thing makes the user feel more engaged. However, if you send messages and do not know whether that message was received or read, the user starts feeling as though they are not being given feedback or attention.

Sendbird is really valuable because I was able to create a chat from scratch in two to three days and a custom chat in a week by implementing things from scratch. I would say that is a really good tool or SDK to use if you are worried about speeding up and using standard behavior, because Sendbird brings almost all the features or functionality that any chat should have, such as group chat and direct chat.

For Sendbird to be improved, I would say creating more multi-platform SDKs is essential. People right now are working and do not care about the programming language itself. With AI-driven development happening, I would say include more AI-driven development or include more options on different libraries and languages.

I would appreciate keeping the documentation informed and getting more sample codes because I noticed that there were some samples that were not really up-to-date with the current development trends.

I have been using Sendbird since 2019, which is seven years.

5

I think everything is valuable and I have no other improvements to suggest.

My advice to others looking into using Sendbird is that they should try it because if you need to build a chat, Sendbird already has an option that behavior implemented, and you do not have to worry or lose time implementing from scratch.

Regarding Sendbird's AI capabilities, I think we need to consider how the information is being transported and what protocols we should implement so that AI cannot compromise the information security and integrity.

I think Sendbird's AI capabilities are really accurate. It has been predicting things as it is supposed to. It has cross-references and the answers are valuable. My overall rating for this review is ten out of ten.

In our company, we are using Sendbird for building a chat feature within our salon application. 

I am using the Flutter framework to implement the chat feature, which facilitates communication between users and businesses, specifically salon shops.

There are many useful features with Sendbird. I can add various data with metadata within individual messages or group channels. Online and offline messaging capabilities are especially beneficial. 

Additionally, features similar to WhatsApp, such as online and offline statuses, message reactions, and replies, add significant value.

The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused frustration. Stability issues sometimes occur when listing group channels. Chat messages occasionally do not appear in the correct order.

I have been using Sendbird for two or three months.

While Sendbird works well overall, the stability is sometimes affected by chat lists being randomly ordered rather than in chronological order. For stability, I would rate it as seven or eight out of ten.

The scalability is quite effective. That said, I faced disappointment with documentation. Once past the initial setup and understanding, it becomes easier to manage without constant reference to the documentation.

The initial setup is easy to implement, although the documentation does not provide sufficient information for beginners on starting the SDK.

I am independently testing Sendbird with my Flutter application.

Testing Sendbird is challenging due to the trial limitations of only one hundred users. The subscription cost is quite high, which prevents us from subscribing before the project completion and user testing.

I would recommend Sendbird to others. In our startup, we have advised two applications to use Sendbird for their chat features. 

On a scale of one to ten, I would rate Sendbird overall as eight out of ten due to its feature-rich yet requiring improved documentation.

I have used Sendbird in my past applications for real-time chatting. These applications were for real-time video calling, chatting, and social media type functionalities.

Sendbird provides many features for real-time messaging, such as receipt ID and typing indicators. These are valuable features as they enhance the real-time communication experience.

I don't see the need for improvements in basic functionalities like messaging and calling. More analytics tools could be integrated into Sendbird. Additionally, if functionalities like emojis created by WhatsApp could be integrated, it would enhance the product.

For three years I have worked on these applications which took about three to three and a half years to complete.

I faced issues not from Sendbird, but from our code. Sometimes sessions are not managed properly and get destroyed when users return to the application. I've resolved these issues by storing tokens locally, which allows for better management.

Sendbird handles millions of messages daily and manages high traffic effectively, making it suitable for scalability in applications.

Sendbird's customer support is good. Whenever I had issues and mailed them, they replied within 24 to 72 hours. However, for critical issues, quicker response times would be more helpful.

Positive

The configuration is easy if you have knowledge of React Native and JavaScript. However, integrating it into an application requires experience with these technologies.

Sendbird offers different plans. There is a starter plan for $399 per month, and a pro plan for $799 dollars. They also offer customization options affecting the pricing.

If you need easy-to-use functionalities, Sendbird can be directly integrated.

I'd rate the solution eight out of ten.

We use the Sendbird JavaScript SDK for a React Native mobile app, specifically to manage all of our chat software. Instead of having our own WebSocket application for users to be in group channels or chat rooms, we use Sendbird for all of that.

Sendbird serves as our WebSocket application, managing data on chat rooms and users connecting with each other.

Sendbird is very flexible, and they have made great strides towards optimization. The features that allow you to quickly gather chat rooms and chat room data, as well as messages for each chat room, along with the caching capabilities, are extremely helpful. The ability to quickly get up and running with minimal work and get people in chat rooms is very valuable for us. Sendbird serves as our WebSocket application, managing data on chat rooms and users connecting with each other.

At times, there are unexpected behaviors where the documentation suggests something different from how the SDK actually behaves, requiring us to create workarounds.

We have been using Sendbird for about a year and a half now.

Stability has never been a problem; not once. It's been fantastic.

Sendbird is highly scalable, and we are not concerned about our app growing and hitting limits. 

However, occasionally unexpected behaviors from the SDK lead to challenges such as rate limits. We're aware of the limits on the number of users in groups or chat rooms, but we're not worried about these limits at the moment.

Their support team is helpful and responsive. They have a forum where both the community and support team respond quickly, and we've had good experiences reaching out to them.

I actually don't know anything about their pricing.

Be aware of rate limits and watch out for any quirks or unexpected behaviors as you're building out your app. I would rate the solution seven and a half out of ten.

We used Sendbird for our travel-based company. We utilized it to market our company-related products and facilitate communication between users and flight attendants regarding any issues.

We benefited from Sendbird's ability to handle backend systems through their API, which meant we didn't require any space on user devices to store data, as everything operated through cloud-based solutions.

The feature I liked the most was the API-based approach. The backend system was managed by Sendbird, eliminating the need for caching systems or local storage on user devices. The scalability to support up to ten thousand users in a chat group was also significant for us.

A major issue was the requirement delay when initiating the connection to sendbird sdk. There were also challenges with URL thumbnail generation and showing read messages, although they mentioned fixes in the newer version. The transition from version three to four required significant code refactoring.

I used Sendbird's SDK for about one year. My previous company used it for around one and a half years.

There were issues with generating URL thumbnails and read receipt features, which were expected to be addressed in newer versions.

Sendbird could manage up to ten thousand users in a chat group, which aligned with our company’s needs.

Sendbird has a good support team. They sent team members to assist us weekly, resolving issues promptly. This ongoing support was valuable.

Positive

Before using Sendbird, my company might have used something else, but by the time I joined, they had already adopted Sendbird.

The initial setup required time and attention to the documentation, however, once understood, integration was smooth.

There was an ongoing collaboration with Sendbird's support team, which provided valuable assistance during implementation.

I don't have detailed information about the pricing, but my company considered Sendbird to be somewhat expensive, which contributed to the decision to switch.

I recommend Sendbird for those who can't afford a dedicated backend team due to their excellent support and frequent updates. However, I advise confirming version transition requirements as they demand significant refactoring.

I'd rate the solution eight out of ten.

I implemented Sendbird in a business application for chatting purposes involving business-to-business and customer chatting. It was a public application used by a client from the US.

The Sendbird developer portal provides each step, including methods, making it easy to implement. I used it in a React Native project, and it was not burdensome, as we just used some SDK methods.

When I implemented this SDK, I never noticed the audio and video call in the SDK at that time since it was not there. Now, I have to check the documentation first as I don't have the latest update about the Sendbird. However, I thought that there should be the audio and the video call functionality as well.

I implemented the solution for two years in my last job.

In terms of scalability, I used it in a small application. It's good for small kinds of applications. I don't have any idea about the need for more users and advanced applications. That said, for small applications, it's good.

The support team is really nice because I had one query, and I raised the ticket in support. I got my proper answers. The response time and knowledge are really good.

Positive

I tried another SDK at that time, however, Sendbird was good.

The documentation is very easy to understand. Anyone can just follow these guidelines and steps and then implement them in iOS, Android, or cross-platform as well.

Regarding pricing, at that time, I was a junior developer, and pricing handling like premium version and purchase was on the client side. They managed all aspects, so I don't have more idea about the pricing. They did not give every access to us.

If you consider the OpenTalk application or its current name since it has changed, it was also the same library earlier. However, it was difficult to understand. Compared with Sendbird, it's easy for fresher people to understand.

I am a direct developer with cross-platform expertise, so we just have to use simple methods, like sending messages and connecting to create a channel and so on. We don't have to code more since every method gives proper responses, and we can get all the data from that response and display it in our application. It's easy to use. I suggest to other colleagues that if they consider a chat integration, Sendbird is simple and easy to understand. 

Additionally, if a new employee joins the company, it's easy for them to understand the code already implemented.

I'd rate the solution nine out of ten.

We integrated Sendbird last year into our products, primarily for chat facilities in our healthcare application. We provide online services where patients connect with doctors, utilizing video calls for online consultations. For video calls, we initially used Vidyo and now use Avora. For chat, we switched from CometChat to Sendbird last year.

We observed benefits immediately after deploying Sendbird. Our app's APK size was significantly reduced by almost 10 MB compared to CometChat. This was crucial in areas like Pakistan, where devices and internet quality can be low, making it easier to install the product without consuming much space.

Sendbird is reliable and generally crash-free. We utilized its chat features, including images, video, and text messaging.

The most significant issue with Sendbird is the support. The support team did not assist adequately with crashes in the Sendbird segment and release. Moreover, their pricing is very high compared to competitors, which is a concern for us.

We have been using Sendbird for over a year.

Despite two persistent crashes in Crashlytics related to Sendbird, there have been no major stability issues or downtime on their side.

The support service is unhelpful, especially when diagnosing and addressing crash issues. Even though we reached out multiple times, the response was inadequate, and without any video call assistance.

Neutral

Before Sendbird, we used CometChat. We found Sendbird to be much better than CometChat.

Integrating the Sendbird UIKit was challenging due to inadequate documentation. We expected to integrate it much faster. It took about three weeks.

Sendbird's pricing is significantly higher than other competitors and non-negotiable, which makes it quite expensive for organizations.

We previously used CometChat before switching to Sendbird.

I'd rate the solution eight out of ten.