Botpress vs. Sendbird: Which AI Customer Support Platform is Right for You?

The landscape of conversational AI continues to evolve rapidly, with numerous platforms vying to become the go-to solution for enterprises seeking intelligent automation.

From creating a simple AI chatbot for customer support to developing a sophisticated AI agent that can handle complex multi-turn conversations, selecting the ideal platform requires careful consideration of your specific requirements. 

Both Botpress and Sendbird have emerged as top chatbot building platforms, each bringing distinct capabilities to the table for organizations looking to harness the power of conversational AI.

Curious about which platform aligns better with your business goals? Let's explore the key differences between Sendbird and Botpress to help you make an informed decision.

Quick Overview: Sendbird vs. Botpress

TL;DR: Sendbird AI agent is an add-on tool for teams automating simple customer support inside its messaging platform, while Botpress is a dedicated AI agent platform for building advanced, customizable automation for customer support and other business functions.

Sendbird’s AI agent is a specialized automation tool built specifically for customer service chatbots. It sits on top of Sendbird’s existing messaging infrastructure and is designed to deflect routine support tickets by handling FAQs, order lookups, and other simple queries across in-app chat, web messaging, WhatsApp, and SMS. 

Botpress is an AI agent builder platform that allows teams to create fully customizable agents using advanced features like retrieval-augmented generation (RAG) and multi-turn memory. Beyond automating customer support, these AI agents can drive product recommendations, onboarding, internal workflows, and more – all while being fully customizable.

Key Features of Sendbird

• Fully integrates across in-app chat, web, SMS, email, WhatsApp, and other social messaging channels—maintaining context continuity wherever the user interacts
• Supports proactive engagement, letting the AI agent initiate conversations based on user behavior
• Moderation features: Profanity filtering, domain filtering (URL-containing text can be removed), and spam filtering
• Comprehensive analytics dashboard for conversation and engagement tracking
• Pre-built UI components and SDKs for rapid implementation
• Enterprise security features including end-to-end encryption
• Seamless integration with existing CRM and customer support systems

Key Features of Botpress

• Flexible pricing model suitable for startups through enterprise deployments
• Visual flow builder for designing complex conversations and workflows
• Unlimited integration options to connect with APIs, databases, and third-party tools
• Persistent memory to retain user context and conversation history across sessions
• Support for custom code execution for advanced logic and custom functionalities
• Choice of any large language model (LLM) for powering AI responses
• Role-based access control (RBAC) and enterprise-grade security features
• Built-in analytics and monitoring tools for tracking bot performance
• Active developer community and resources like Botpress Academy for support

Feature-By-Feature Comparison 

Sendbird vs. Botpress Pricing Comparison

TL;DR: Sendbird uses a custom, consumption-based pricing model with no free trial, and requires a demo request to get started. Botpress offers transparent, self-service pricing with a free tier and pay-as-you-go flexibility.

Sendbird Pricing

Sendbird offers consumption-based pricing for its AI agent platform, tailored to business size and conversation volume. 

Custom quotes are available upon request, but no free trial is offered; instead, individuals can book a personalized demo. 

Botpress Pricing

Botpress offers a free plan that includes $5 in monthly AI credits. These credits are what allow your bots to “think” by making calls to large language models (LLMs). In simple terms, the credits are like fuel that lets bots pull information from knowledge sources and generate natural responses.

The Pay-As-You-Go Plan allows teams to only pay for the AI they bots use, instead of a set monthly fee. This makes it flexible and cost-friendly, since costs vary based on how much bots are used.

Botpress offers straightforward pricing tiers:

Use Cases

TL;DR: Both Sendbird and Botpress are used for customer support, but Botpress also allows for business process automation. 

Sendbird is built for customer conversations. Its AI agent platform lets companies launch support bots on WhatsApp, SMS, the web, and inside their apps. It handles the essentials well – answering FAQs, handing off to human agents, and lowering ticket volume. That said, it’s geared to customer service, so it doesn’t offer much out-of-the-box flexibility for broader business automation.

Botpress’ primary use case is also customer service. Bots can automatically answer FAQs, but they can also draw from company knowledge bases, helpdesks, APIs, and databases to handle more complex queries, like checking an order status or troubleshooting technical issues. Customer interactions don’t stop at information: Botpress bots can take on repetitive workflows such as resetting a password or booking an appointment. 

Beyond customer support, Botpress is designed as a general-purpose AI agent platform, so teams can extend the same technology to sales qualification, IT assistance, HR onboarding, and more.

Integration Capabilities

TL;DR: Sendbird offers 8+ integrations primarily for customer messaging and support platforms. Botpress supports 190+ integrations across business systems and makes it easy to build custom connections.

Sendbird provides over 8 pre-built integrations tailored for customer service, including Zendesk, Salesforce, Shopify, and Intercom. These integrations support common use cases such as ticket creation, agent handoff, and syncing customer context during support chats. 

Sendbird also allows bots to operate across WhatsApp, SMS, web, and in-app messaging channels, but bespoke integrations require engineering resources.

Botpress offers over 190 integrations across CRMs, help desks, payment platforms, databases, and communication tools. Teams can connect to services like HubSpot, Stripe, Salesforce, and Google Sheets natively, or build custom integrations via API calls directly inside the platform. 

Ultimately, Botpress allows for more advanced backend automation and cross-system workflows, without relying on middleware.

Security Features

Knowledge Capabilities

TL;DR: Sendbird supports knowledge ingestion from files and external platforms. Botpress connects to files, helpdesk platforms, databases, APIs, and custom connectors, while adding advanced retrieval and generation features.

Sendbird allows knowledge to be fed directly into the AI agent via the Knowledge Center, where users can upload files (e.g., .pdf, .txt, .csv, .md, .json) and connect sources like website URLs, Notion, Google Drive, Salesforce, Zendesk, and Confluence for automatic syncing and real-time response generation. 

Botpress supports the same range of file types (.pdf, .txt, .csv, .md, .json) but goes further by allowing teams to connect live APIs, SQL/NoSQL databases, and unstructured web content as knowledge sources. Its in-house RAG engine retrieves relevant information at runtime and crafts context-aware responses without external middleware.

Customization & Flexibility

TL;DR: Botpress offers full control over chatbot logic, UI, and backend integration. Sendbird is low-code for quick deployment with pre-configured flows.

Sendbird’s AI agent platform is built for rapid deployment using a low-code visual interface. Teams can configure business logic through Actionbooks and define response rules. 

However, custom code execution inside the platform is not supported, and developers cannot write or run scripts directly within Sendbird. 

Additionally, complex logic or backend processing in Sendbird requires setting up a separate service and connecting it via API. Conversation flow customization is limited to predefined structures, making it harder to handle conditional logic. Branding customization is possible but constrained to UI theming options.

Botpress is built for teams that want full control and customization. Developers can write custom JavaScript or TypeScript directly in the platform, giving them the flexibility to create reusable nodes and advanced workflows.

Beyond that, Botpress supports real-time API calls, session data management, and triggers based on user behavior or external events. This means bots can respond in smarter, more dynamic ways.

Botpress’ conversation builder also supports branching and modular flows, while the frontend and backend can both be customized — visually and behaviorally. Together, these capabilities make Botpress a strong fit for complex, deeply integrated use cases across different industries.

Memory

TL;DR: Botpress includes built-in support for long-term memory. Sendbird AI agent supports session continuity, but features like user preference tracking aren't documented.

Sendbird’s AI agent is designed to remember conversation context across different channels so customers don’t have to repeat themselves when switching platforms. 

However, Sendbird doesn’t clearly address whether the system retains long-term user preferences beyond session continuity.

Botpress has built-in memory that works across sessions. The bot can keep track of past conversation, and personalize responses based on what it knows. Users can decide what information to store, for how long, and how they want the chatbot to use it. 

Community & Support

TL;DR: Both Botpress and Sendbird offer customer support teams, but Botpress also has an active open-source community while Sendbird leans on enterprise-style documentation.

Sendbird offers detailed developer documentation, SDK guides, and API references for its platform, including for the AI agent solution. Support is handled primarily via email ticketing and dedicated customer success for enterprise clients. 

There’s no public developer forum or real-time support chat on Sendbird, and community engagement is limited compared to open platforms. Educational resources such as blog posts and solution overviews are available, but hands-on help is generally reserved for paying customers through account-managed channels.

Botpress, by contrast, offers a more hands-on support experience designed for teams at all stages. Live chat support connects users directly with the Botpress team for quick troubleshooting and setup help. Max, the AI Support Bot, gives instant answers and product guidance inside the platform. 

Botpress also offers dedicated Customer Success Teams that work with businesses to optimize their AI agents and ensure long-term success. For those who are looking for a community, Botpress has a 30,000+ member Discord community that offers peer-to-peer support and daily live AMAs where the Botpress team answers questions in real time.

Ultimately, Botpress delivers both self-service education and collaboration through community and expert support.

Which platform is better for my business?

1. 24/7 Multilingual Support for a Global Travel Company

Key Problem: Providing 24/7 multilingual support across channels for a global customer base.

TL;DR: Sendbird supports structured multilingual flows in customer-facing messaging, but Botpress offers more robust multilingual NLU, persistent memory, and flexible backend integrations.

Amir leads customer support at a global travel booking platform. His team deals with time-sensitive inquiries like flight changes, cancellations, and travel advisories – often in multiple languages and across channels like WhatsApp, mobile apps, and the company website. Amir needs:

• A chatbot that can understand and respond in multiple languages
• Consistent experience across all platforms
• Ability to access real-time booking data and perform actions like cancellations or itinerary changes

Sendbird’s AI agent Platform allows Amir to build low-code, rule-based chatbots for channels like WhatsApp, SMS, web, and in-app messaging. Multilingual support is available, but content must be managed manually across languages. 

However, integrations are limited, with most centered around customer service tools. Sendbird’s consumption-based pricing may scale with volume, which could be a concern during travel peaks. While easy to deploy for structured support, Sendbird lacks deep customization for language adaptation, backend logic, or personalization.

Botpress supports 100+ languages natively and lets Amir’s team train language-specific NLU for better understanding of regional context. Built-in memory allows the bot to remember user preferences, travel history, and loyalty data across sessions which is critical for frequent flyers. 

Botpress also supports integrations with booking systems via APIs and offers prebuilt connectors for platforms like WhatsApp, web chat, and mobile apps. Additionally, Botpress’ pricing is flexible with affordable pay-as-you-go and team plans that scale as Amir’s support operations grow. 

Botpress gives full control over multilingual workflows and backend automation – making it ideal for scaling global travel support with personalization.

2. Subscription SaaS Customer Support Scaling

Key Problem: A fast-growing SaaS company wants to deflect basic technical support and billing inquiries without hiring more agents.

TL;DR: Sendbird is strong for low-code FAQ automation within its messaging suite, but Botpress provides greater backend integration and scalable pricing.

Sam is the Head of Support at a rapidly growing B2B SaaS company. His team handles a flood of tickets related to login issues, billing confusion, and onboarding questions. To keep up without hiring more agents, Sam needs:

• A chatbot that can answer repetitive technical and billing questions
• Easy deployment within Zendesk and Intercom workflows
• Backend integration with CRM and billing systems like Stripe or HubSpot

Sendbird’s AI agent platform enables Sam to deploy support bots quickly across WhatsApp, SMS, in-app chat, and web. These bots follow decision-tree-style logic and can handle FAQs like login issues or basic billing policies. 

However, there is no built-in long-term memory, so Sendbird bots cannot recall previous conversations or user-specific information unless hooked up to an external system manually. Sendbird’s pricing is also consumption-based, which may become costly as support volume grows. 

While great for quick-launch automation within chat channels, Sendbird lacks the backend extensibility and real-time logic control needed for dynamic SaaS support experiences.

Botpress is purpose-built for advanced support use cases. It integrates natively with platforms like Zendesk, Intercom, and Stripe, and allows developers to write custom backend logic in JavaScript or TypeScript to handle real-time CRM or billing queries. The bot can check invoice status, update payment methods, or even assist with account troubleshooting – all without leaving the support environment.

Botpress also includes built-in multi-session memory, enabling the bot to recall user context like login attempts or subscription preferences. Combined with flexible workflows, tagging, and onboarding automation, Botpress lets Sam’s team reduce ticket load without sacrificing CX. 

Botpress’ pricing is transparent, starting with a free tier and pay-as-you-go usage, making it easier to scale predictably as support demand grows.

For a fast-moving SaaS company looking to automate support while retaining flexibility, Botpress provides a more scalable, integrated solution.

3. Automated Order Management for a D2C E-commerce Brand

Key Problem: Automating post-purchase support like tracking, returns, and product questions.

TL;DR: Sendbird handles basic FAQs and messaging channels well, but Botpress delivers more advanced personalization.

Priya leads CX at a D2C e-commerce brand that just expanded internationally. Her team handles thousands of queries about order tracking, returns, and product details every week. Priya needs:

• A chatbot that can guide customers through returns and track orders in real time
• Seamless integration into Shopify and web chat
• Support for automating repetitive tasks like refund requests or FAQs

Sendbird’s AI agent platform offers a low-code solution that lets Priya launch customer service chatbots across WhatsApp, SMS, in-app, and web. The platform supports structured workflows like return eligibility checks or basic tracking updates when connected to third-party systems. 

However, Sendbird doesn’t offer persistent memory or advanced product filtering, so returning users must repeat themselves, and product-related logic requires external scripting. Additionally, Sendbird doesn’t natively integrate with Shopify. 

Sendbird’s pricing is usage-based and quote-driven, which can make budgeting harder during seasonal peaks. While Sendbird is a solid option for e-commerce brands looking to deflect basic support in high-volume channels, it may fall short for personalized or data-intensive flows.

Botpress allows Priya’s team to build custom workflows that fetch real-time order data from Shopify APIs, walk customers through product-specific return flows, and even suggest relevant products based on prior interactions. 

Memory is built-in on Botpress, so the bot can recall what a customer ordered, what size they prefer, or where they left off in the return process. Teams can use natural-language filters to help customers browse product catalogs or find restock alerts.

Botpress supports native integrations with Shopify, WhatsApp, Messenger, web chat, and more. Botpress’ pricing is transparent with scalable tiers that stay affordable even during high-volume retail events like Black Friday.

For D2C e-commerce brands that need real-time order handling, product personalization, and scalable automation, Botpress offers a more flexible and cost-effective solution.

4. Heavily Regulated Industry Support (e.g. Healthcare)

Key Problem: Automating inquiries while meeting strict compliance and audit needs.

TL;DR: Sendbird supports secure messaging and HIPAA-aligned infrastructure, but lacks deployment flexibility and fine-grained access control. Botpress enables full data control with audit logs and RBAC.

Sendbird provides security features that support HIPAA-aligned use cases, including encrypted messaging (in transit and at rest), secure webhook configuration, and SSO options. These make it possible to handle patient communication safely through channels like in-app chat, web, or SMS. 

However, Sendbird does not offer on-premise deployment or built-in memory, meaning teams must store and control sensitive data externally and implement their own access control mechanisms.

Botpress offers enterprise-grade security and full deployment control. Healthcare providers like Marcus's team can deploy Botpress on-premise, ensuring data never leaves their environment. The platform supports RBAC (role-based access control), full audit logs, encrypted memory, and granular API permissions – key for workflows like appointment scheduling or eligibility verification that require patient data handling.

For healthcare teams needing strict data control, deployment flexibility, and baked-in compliance features, Botpress is the more robust and scalable choice.

The Bottom Line: Botpress vs Sendbird

Sendbird and Botpress are both strong platforms for building and deploying AI agents but they’re designed with different use cases and levels of flexibility in mind.

Sendbird is for companies that want to quickly launch low-code AI agents for customer support within existing messaging environments like WhatsApp or in-app chat. It’s best suited for structured support workflows and teams prioritizing easy deployment over customization.

Botpress is built for teams that need more flexibility. With features like RAG, built-in memory, and full-code extensibility, it's better for businesses building complex, multi-channel AI agents that go beyond scripted support.