Sendbird

Build and scale personalized customer conversations across chat, calls, live streaming, and business messaging with developer tools and global infrastructure.

Deliver personalized customer support across channels and locales while helping teams assess agent quality and understand customer sentiment.

Combine automated detection and human review to help communities address harmful content and maintain safer conversations.

Help customers get support through live chat while giving teams tools to manage tickets, improve agent productivity, and monitor service performance.

Connect Sendbird chat with Salesforce Service Cloud to help agents resolve customer cases through real-time conversations and integrated support tools.

Sendbird Communications API Platform

Sendbird's communications API platform provides APIs and developer tools for embedding real-time chat, voice and video calls, live streaming, and business messaging into apps. Teams can use SDKs, pre-built UI kits, sample apps, and tutorials to build and customize customer interactions across web and mobile. The platform supports omnichannel notifications, integrations, analytics, moderation, and server-side control through Platform APIs. Sendbird describes its infrastructure as globally scalable and reliable, with security and compliance features for customer communications.

Category: Communications Platform as a Service

• Embed Custom Real-Time Chat
  Add customizable in-app messaging with flexible channel types, engagement tools, translation, and support for messages during connectivity disruptions.
• Reach Customers Across Channels
  Coordinate customer messaging across in-app and external channels, supporting both team-led and system-triggered communications.
• Add Voice And Video Calls
  Provide app users with direct and group calls, call notifications, screen sharing, recording, and tools for managing calls across supported platforms.
• Sequence And Manage Messaging Campaigns
  Configure campaign audiences, channel order, delivery timing, and reusable templates to reach customers through relevant channels and reduce repeated notifications.
• Build Faster With SDKs And UI Kits
  Use platform-specific SDKs, ready-made interface components, sample apps, and documentation to implement communication experiences without building every component from scratch.
• Add Interactive Live Streaming
  Build app-based live events where hosts and participants can interact through chat, reactions, event controls, and supported streaming tools.
• Moderate Chat And Protect Communities
  Apply moderation tools and controls to manage users, messages, and channels and support safer chat experiences.
• Scale Customer Communications Globally
  Use cloud-based communication infrastructure described as supporting high-volume interactions and users across global regions.
• Protect Communications And Support Compliance
  Apply documented authentication and encryption measures and use infrastructure Sendbird identifies as compliant with named security and data protection standards.
• Manage Communications From Servers
  Control and manage communication functionality from application servers alongside client-side SDK capabilities.
• Connect Communication And Business Systems
  Integrate customer communication with external channels and systems to support unified messaging and connected workflows.
• Measure Communication Performance
  Review channel, campaign, user, chat, and call activity to assess communication results and inform engagement and support decisions.
• Connect AI Agents To Conversations
  Support AI-driven customer interactions with communication infrastructure and APIs that connect channels and provide context across chat, voice, and messaging.

Delight AI

Delight AI is an enterprise AI agent platform for customer service and customer experiences. It supports omnichannel customer conversations, integrations with support software, and configurable agents managed through a dashboard. Features include sentiment analysis and scoring, conversation quality scorecards, human handoff context, and multi-locale support that selects relevant knowledge and workflows based on a customer's country, language, and context.

Category: Customer Support Automation Software

• Support Customers Across Channels
  Give customers AI-powered support through multiple communication channels, with conversations and customer context brought together across interactions.
• Track Customer Sentiment At Scale
  Review sentiment scores and trends to spot patterns, identify where experiences break down, and inform improvements to customer support.
• Evaluate AI Conversation Quality
  Assess conversations against defined quality categories and record feedback to identify issues with tone, clarity, relevance, or resolution.
• Adapt Support To Local Context
  Configure one agent to use appropriate language, knowledge sources, and workflows for customers across countries and regions.
• Give Human Agents Handoff Context
  Pass sentiment information to human agents during escalations so they can understand the customer's emotional context.
• Improve Agents With Conversation Data
  Use real conversation feedback to guide agent adjustments and build testsets that support ongoing evaluation and benchmarking.
• Retrieve Relevant Localized Knowledge
  Guide agent responses toward knowledge suited to a customer's language and country, with fallback behavior when localized information is unavailable.
• Manage And Review AI Agents
  Use a unified dashboard to configure agents and review conversation quality and sentiment information.
• Connect Agents With Support Software
  Integrate AI agents with support software and enable conversations to be handed off to human agents when needed.
• Continue Conversations Across Languages
  Respond in a new language when a customer switches languages, while carrying forward the conversation's prior context and tone.
• Connect Sentiment Data To Workflows
  Use API endpoints and threshold-triggered webhooks to access sentiment data, set up alerts, or trigger automated workflows.

Sendbird Advanced Moderation

Sendbird Advanced Moderation is chat content moderation software that combines automated rules and AI detection with human review. Moderators can monitor multiple chat channels in real time, review flagged content in a queue, and take action through a dashboard. The product supports configurable detection and enforcement rules, moderation tickets, moderator roles and groups, and searchable records and analytics. A no-code Hive integration adds AI moderation capabilities.

• Automate Guideline Enforcement
  Apply configured moderation rules to detected violations and automate actions, helping teams respond to breaches more consistently.
• Detect Potentially Unsafe Content
  Use listed detection methods to identify content that may violate community guidelines and bring it into moderation workflows.
• Add AI-Assisted Detection
  Connect Hive AI moderation without coding to support the detection and flagging of unsafe content.
• Review Flagged Content
  Give moderators a workflow for examining reported or flagged content and making decisions on cases that require human review.
• Monitor Chats In Real Time
  View multiple chat channels from a moderation dashboard and respond to unacceptable user-generated content during live conversations.
• Identify Problematic Images
  Use AI image moderation to help identify images that may need moderation.
• Route Complex Cases
  Create and manage tickets for cases that need moderator attention, including views for all tickets and assigned moderators' tickets.
• Maintain Moderation History
  Keep detailed records of moderated events for review, compliance, training, and refinement of moderation rules.
• Apply User Enforcement Actions
  Mute, ban, or deactivate users as available responses to moderation cases.
• Freeze Channels
  Stop users from sending messages in a channel when a moderation response requires pausing the conversation.
• Review Moderation Activity
  Use moderation analytics to examine activity through the product's analytics dashboard.
• Configure Moderator Access
  Set up moderator seats, roles, and privileges to define access and responsibilities.
• Activate Moderation Without Coding
  Set up moderation capabilities using the described out-of-the-box software and no-code integration.
• Organize Moderator Teams
  Group moderators by the types of content they are assigned to handle.
• Send Moderator-Only Messages
  Allow moderators to send messages reserved for moderators.

Sendbird Desk

Sendbird Desk is a customer support product for live chat between customers and agents. Customers can request help through in-app support, with messages delivered to agents as tickets. Teams can manage and monitor support using the Sendbird Dashboard, Desk SDKs, and Platform API. Desk includes a customizable support widget, ticket automation, agent productivity tools, reporting, and support across in-app chat and popular messaging channels.

• Resolve Customer Questions In-App
  Let customers contact support within the app and chat with agents through a ticket-based conversation.
• Route Tickets To The Right Team
  Use automatic routing, assignment rules, and team assignment to direct incoming support tickets.
• Organize And Track Support Tickets
  Use ticket statuses, priorities, tags, custom fields, and automatic closing to organize ticket workflows.
• Manage Desk Through Dashboards And APIs
  Configure and operate support workflows through the Sendbird Dashboard, SDKs, and server-side Platform API.
• Support Customers Across Channels
  Handle support conversations from the app and supported messaging channels through Desk.
• Help Agents Respond More Efficiently
  Give agents quick replies and tools for finding tickets, reviewing assignment history, and managing their support work.
• Customize In-App Support Experiences
  Adapt the support chat widget and ticket automation to the customer service experience in your app.
• Monitor Support Team Performance
  Review real-time activity, reports, analytics, and assignment history to track support tickets and agent performance.
• Reach Out At Relevant Moments
  Use proactive chats and triggered messages to initiate customer support conversations.
• Give Agents More Customer Context
  Display information from external systems, including CRM data, alongside support conversations.
• Create More Complete Customer Replies
  Use response assistance to generate context-aware answers, expand brief notes, summarize conversations, and adjust reply tone.
• Automate Common Support Answers
  Use custom bots and FAQ bots to help automate answers to common customer questions.
• Collect Customer Satisfaction Feedback
  Gather customer satisfaction ratings as part of the support experience.

Sendbird Support Chat Connector

Sendbird Support Chat Connector integrates Sendbird Chat with Salesforce Service Cloud to enable real-time customer support on web and mobile. It connects customer chat conversations with Salesforce cases, allowing agents to work within Service Cloud, manage multiple cases, and access chat context. The connector also supports Einstein bots, conversation summaries, suggested responses, and automatic transcript logging.

• Connect Chat And Service Cloud
  Bring customer conversations into Salesforce Service Cloud and associate chat channels with support cases.
• Route Cases To Agents
  Connect case assignment workflows with the associated chat so the assigned agent can join the customer conversation.
• Chat Within Salesforce Cases
  Let agents handle customer conversations from Salesforce case details and switch among cases without moving between separate chat tools.
• Automate Support With Einstein
  Use a compatible Einstein bot to automate customer service interactions through the connector.
• Transfer Customers To Human Agents
  Move conversations from AI agents to human agents smoothly when human assistance is needed.
• Summarize Support Conversations
  Give agents a generated summary of a customer support conversation to help them review its context.
• Log Closed-Case Transcripts
  Keep a conversation transcript as a record on the case after it is closed.
• Deliver Branded Web And Mobile Chat
  Offer customers support chat across web and mobile applications, with a mobile experience that can be branded to match the business.
• Suggest Personalized Responses
  Help agents respond to customer queries with AI-generated response suggestions.
• Continue Chats After Disconnects
  Maintain customer conversations when a session disconnects, reducing interruptions in the support experience.
• Alert Agents To New Messages
  Notify agents about incoming customer messages with an audible alert.