Independent platforms
Sendbird Reviews
According to independent reviews, Sendbird averaged at 4.2 out of 5, which is a high yet not spotless score. So, before picking Sendbird as your SaaS solution, it makes sense to evaluate whether it’s a good fit for your business – feature-by-feature, including real use cases and user feedback.
| Review Platform | Rating | Review Count |
|---|---|---|
| Capterra | 4.2 | 31 |
| G2 | 4.6 | 124 |
| Gartner | No reviews | No reviews |
| GetApp | 4.2 | 31 |
| Glassdoor | 3.8 | 89 |
| GoodFirms | No reviews | No reviews |
| Software Advice | No reviews | No reviews |
| Trustpilot | 3.2 | 1 |
| TrustRadius (out of 5) | 4.5 | 2 |
| Weighted Average Rating | 4.2 |
See also: What Made Us Choose Sources for Expert Score?
Sendbird Social Media
Sendbird Traffic & Engagement
Curious how users actually find and interact with Sendbird? The table below covers traffic sources, user engagement, and other key sendbird.com metrics.
| Monthly Visits | Page Per Visit | Time On Site | Bounce Rate | Direct Traffic | Search Traffic | Paid Referral Traffic | Referral Traffic | Mail Traffic | Social Traffic |
|---|---|---|---|---|---|---|---|---|---|
| 307286.0 | 3.63 | 219.9 | 0.45 | 35% | 22% | 0.41% | 5.1% | 0.05% | 3.8% |
Sendbird Website Visits Two-Year Trend: Negative
Learn more: Website Traffic Indicators We Use.
Supported Integrations
Sendbird connects with platforms like Salesforce Customer360, Zendesk, and Confluence, ensuring your Call Management system fits into your existing sales and marketing tools without extra setup.
- Salesforce Customer360
- Zendesk
- Confluence
- Notion
- Google Drive
- AWS
- LiveRamp
- WhatsApp Business
- KakaoTalk
- Upstage Solar LLM
Sendbird Call Management Service Review
Feature Highlights: What Stands Out and What’s Missing
Here’s a look at what Sendbird actually delivers – and where it falls short.
| Call Management Feature | Availability |
|---|---|
| Voice Recognition | Yes |
| Vanity Numbers | Not verified |
| Toll-Free Numbers | Not verified |
| Real-Time Reporting | Yes |
| Professional Recordings | Yes |
| Interactive Voice Response (IVR) | Yes |
| Call Recording | Yes |
| Call Analytics | Yes |
| Inbound Call Tracking | Yes |
| Call Filtration | Not verified |
| Automatic Call Distribution (ACD) | Yes |
| API and Third-Party Integrations | Yes |
| Pay-Per-Call | Not verified |
| CRM | Not verified |
| CPaaS | Yes |
Now that you’ve seen the feature list, let’s break down how each capability impacts real-world Call Management.
Voice Recognition
Sendbird’s voice AI agents listen for intent and adapt to emotional tone mid-call rather than just transcribing what someone says. A caller who sounds frustrated gets handled differently than a neutral one — escalation decisions happen based on the conversation itself, not a menu selection. The voice agents are pre-tested against real-world scenarios through Sendbird’s Trust OS evaluation framework before going live, so you’re not finding out how the system handles edge cases for the first time in production.
Real-Time Reporting
Sendbird Desk’s dashboard shows live ticket counts, agent availability, queue status, and real-time statistics as conversations happen across your support operation. Managers can monitor what’s happening on the floor right now without pulling a report — active chats, agent workloads, and ticket backlogs are all visible from the same screen. For AI chatbot performance specifically, the analytics tab shows real-time data from every bot interaction as they happen, so you can catch a drop in resolution rate while you can still do something about it.
Professional Recordings
Sendbird’s voice and video API lets you add call subject lines, tags, and ticket numbers to any call directly from the dashboard, and the call information is viewable and filterable after the fact. For in-app support use cases — healthcare consultations, financial advising, customer service calls — where there’s a need to log and reference what happened in a voice conversation, these tools keep call records organized and tied to the right context rather than sitting in a separate system.
Interactive Voice Response (IVR)
Sendbird’s voice AI replaces the traditional keypad IVR with a conversational flow — callers say what they need and the system handles routing and resolution from there. It sits on top of Sendbird’s omnichannel platform, so a voice interaction can hand off to chat, trigger an SMS confirmation, or send a follow-up email without losing the context of what was already discussed. For teams that want to get rid of press-1-for-sales menus but still need structured call handling, this is how Sendbird approaches that problem.
Call Recording
Sendbird’s voice and video dashboard lets you view and filter call information with the ability to tag calls by subject, ticket number, or custom label — so retrieving a specific call later doesn’t mean scrolling through an undifferentiated list. For in-app voice use cases where call logs need to tie back to support tickets or customer records, the dashboard links call activity to the broader context of the conversation. Full call recording for compliance purposes would require building that layer into your application using the Calls API.
Call Analytics
Sendbird’s Advanced Analytics tracks nine metrics across your application — messages, messages per user, new channels, active channels, message senders, message viewers, new users, deactivated users, and deleted users — accessible through both the dashboard and the Platform API. For Desk specifically, Performance Reports cover tickets, agents, bots, and teams with daily breakdowns that can be visualized as a table or graph and exported as CSV. The AI chatbot analytics tab adds real-time bot interaction data on top, so you have coverage from the infrastructure level down to individual conversation flows.
Inbound Call Tracking
Sendbird’s voice and video dashboard lets you filter and track call activity by subject line, tag, or ticket number — so calls tied to specific campaigns, support cases, or customer segments can be pulled up without digging through raw logs. For teams building marketplace or on-demand applications where calls between users need to be associated with specific transactions or orders, the tagging system keeps call records organized and traceable back to the business context they belong to.
Automatic Call Distribution (ACD)
Sendbird Desk’s auto ticket routing distributes incoming conversations to available agents within a team automatically, without a manager manually assigning each one. Tickets assigned to a team go to whichever agent is available based on the routing logic, and tickets without a team assigned fall to the Default team rather than disappearing into a queue nobody watches. For voice specifically, the AI agent layer handles the first pass — resolving what it can, routing what it can’t — so human agents only receive the conversations that actually need them.
API and Third-Party Integrations
Sendbird’s REST API and SDKs cover chat, voice, video, notifications, and AI in one platform, with SDKs available in React, React Native, Flutter, Swift, SwiftUI, Kotlin, and Jetpack Compose. The Salesforce connector embeds Sendbird chat directly inside Salesforce Service Cloud — agents handle customer conversations without leaving Salesforce, with a ChatGPT-powered summarize feature on handoff. Zendesk integration works through triggers and webhooks that create Sendbird channels automatically when tickets are opened. WhatsApp, Facebook, Instagram, and Twitter are also supported as incoming channels through Desk.
CPaaS
Sendbird is a communications API platform covering in-app chat, voice, video, push notifications, business messaging, and AI agents — all through a single platform trusted by 145,000+ developers. The infrastructure processes 1.9 trillion transactions per month across 800 million monthly active users, with 15 points of presence worldwide. On the AI side, Sendbird’s omnichannel AI agents carry full memory across voice, chat, SMS, email, and WhatsApp — so a customer who starts on one channel and switches to another doesn’t have to repeat themselves. The platform is SOC 2 and ISO 27001 certified, and supports HIPAA-compliant deployments for healthcare use cases.
Sendbird Call Management Pricing Overview: How Much You’ll Pay
- Minimum Price per Month: Free
Average Performer in Call Management: While it provides basic call management features, Sendbird lacks the innovation, scalability, and reliability to compete with top-rated businesses.
Related: How We Classify Inbound Call Management Software.
What Do Customers Say About the Sendbird?
Positive reviews:
“I’m a big fan of the Sendbird API! As an analyst rather than a developer, I’ve been able to follow the documentation and write a number of scripts to export data from Sendbird for one of my clients.” – James C. ⭐⭐⭐⭐⭐ November 24, 2025
“The layout and the ease with which it can be tailored towards a company’s specific needs. We are student accommodation and use the system to monitor 7 buildings across Edinburgh for our area. This allows us to support customers in an incredibly timely fashion, and also ensure we do not miss any requests from our customers over time. We were able to switch from our old system to Sendbird effortlessly and easily integrate it into our daily work routine. As a result, we are supporting customers in more depth on a more frequent basis.” – Robert H. ⭐⭐⭐⭐⭐ November 9, 2025
Negative reviews:
“Removes features after a few months, so buyer beware. Whatever you create may be taken away at any time. We had an entire system under their AI chatbot functionality and they decided to discontinue it in favor of a platform 5x the price. Sendbird is not feasible for medium-size businesses.” – Brett L. ⭐☆☆☆☆ March 31, 2025
“The monthly costs were out of hand. Less than 2% of our registered users actually utilized the chat feature, yet we paid for each and every user as if they were active.” – Verified User in Online Media ⭐⭐☆☆☆ March 4, 2019
Positive reviews:
“Sales and account team was fast, responsive, and had solid knowledge of the product. Technical team was readily accessible over a Slack bridge—we loved that.” – Darren A. ⭐⭐⭐⭐⭐ Date not specified
“The performance is impressive, the API straightforward, and the iOS client code provided was good enough for us to build on and ship production-worthy code quickly.” – Frank B. ⭐⭐⭐⭐⭐ Date not specified
Negative reviews:
“Lack of flexibility with moderation, lack of multi-user per account.” – Werner v. ⭐☆☆☆☆ Date not specified
“Which put all our users out and lost more than 30K DAU.” – Nour K. ⭐☆☆☆☆ Date not specified
Positive reviews:
“Good people, bad decisions. Friendly, supportive coworkers. Strong core chat API product, and the AI agent product is gaining real momentum. Excited to see what’s ahead.” – Anonymous Employee ⭐⭐⭐⭐☆ November 25, 2025
“Good if you like grinding. Opportunities to do work of bigger scope / wear multiple hats, do what you want if you’ve proved your skills and earned the trust from the upper management.” – Anonymous Employee ⭐⭐⭐⭐⭐ July 22, 2025
Negative reviews:
“Good work culture with poor product and tech vision. Poor vision about product roadmap. No vision on selling. Not much support from sales ops, pricing, and finance departments.” – Sales Associate ⭐⭐☆☆☆ October 1, 2023
“Inexperienced managers and no appreciation for employees. Managers don’t understand what they have to do for the team’s success. They give a lot of stress and say awful things to make employees feel bad about themselves.” – Account Executive ⭐⭐☆☆☆ December 24, 2020
Negative reviews:
“This is just the worst SaaS company we’ve ever dealt with. There is nobody offering support at Sendbird, and their whole operation is more of a fraud system than anything else. We onboarded with them about 8 months ago, and immediately we were contacted by Daniel who told us to get on a monthly plan of $399/month. We had another 6 months of development in front of us at least, so I asked to get on their development plan, which should be free for customers that are working on integrating the product within their system. Daniel said that there is no such thing, and that if we want to work on the integration of Sendbird within our app, we should have to get on the $399/month plan. During the first 2 months, we were facing 2 issues; we contacted support over and over again and did not get a single reply from anybody, no matter how many times we would reach out. If you would ask Daniel about anything else than sales, he would tell us a week later that we should contact support, when I would tell him we did that but that we didn’t hear back from them, he wouldn’t reply back. After 2 months, and already $800 spent on Sendbird for nothing, I asked about the development plan again, as it is necessary for a product like this to have one. He again said that they don’t have it. Now guess what, a week later, we get an email saying that they have a development plan. I immediately contacted Daniel about it, and his response was ‘I wasn’t aware of this’. We tried to contact support, billing, and Daniel to get on the plan, and absolutely nobody ever replied. We are now 8 months later and have spent $3193 on Sendbird for absolutely nothing! I must have reached out at least 50 times to Sendbird and did not get a single reply. It’s not even that they reply with a delay, or start replying and then stop, there is literally no support at this company whatsoever. Now, guess what: if you want to cancel your subscription, you can then do this, but it would mean you would cancel the entire account and everything would be erased. This means that all our development efforts would have to be done again, it’s also impossible to remove payment details, and we are unable to move to a development plan manually. This whole scheme just blows my mind, and I can’t believe something like this is legal. We’ve spent $3193 so far, for absolutely nothing and they are somehow just getting away with it!” – Maye Cosmetics ⭐☆☆☆☆ October 2, 2022
Positive reviews:
“We are using SendBird in our organization for chatting with our users through the mobile app. We primarily use it for sales and customer support departments. It’s not that hard to implement or integrate with an existing mobile app. We can customize some of the features and user interface according to our requirements.” – Pradyumn Singh ⭐⭐⭐⭐☆ May 16, 2022
“We used SendBird instead of Stream.io to integrate a chat support experience into a health IT app.” – Verified User ⭐⭐⭐⭐⭐ April 26, 2022
Ratings, scores, and feature assessments follow our standard evaluation process. See our review methodology.
