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Voice, Knowledge & More

OpenAgent + Sendbird

Embed OpenAgent's AI support agent directly into Sendbird-powered chat so customer questions get resolved without leaving your app experience.

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About Sendbird

Sendbird is a programmable chat and messaging platform that powers in-app customer conversations for mobile apps, marketplaces, and ecommerce storefronts. Brands that have built custom chat experiences on Sendbird can connect OpenAgent to act as the AI layer within those conversations — receiving incoming messages via Sendbird's webhooks, processing them through OpenAgent's support engine, and sending replies back through the Sendbird API. This means your shoppers get instant AI-powered support inside the branded app experience you have already built, without any UI redesign or migration to a third-party chat widget.

COMPATIBILITY
Channels
Website chatMobile in-app chat
Integration methods
APIWebhooks

How it works together

Connect Sendbird and OpenAgent gets the context and reach it needs to resolve more tickets automatically.

  • Connect via Sendbird Application ID and API token
    Provide OpenAgent with your Sendbird Application ID and master API token. OpenAgent registers as a bot user in your Sendbird channel and listens for incoming customer messages via Sendbird webhooks.
  • Receive and process customer messages
    When a customer sends a message in your Sendbird-powered chat, Sendbird delivers the event to OpenAgent via webhook. OpenAgent identifies the customer, looks up relevant order or account data from connected integrations, and composes a response.
  • Reply through the Sendbird messaging API
    OpenAgent sends its response back to the correct Sendbird channel using the Sendbird platform API — appearing as a bot agent message inside the same conversation thread the customer is already in.
  • Hand off to human agents when needed
    When a conversation exceeds OpenAgent's configured confidence threshold or the customer requests a human, OpenAgent transfers the channel to your human agent queue in Sendbird, passing full conversation history as context.

Benefits

AI support inside your own app experience

Brands that have invested in building a custom Sendbird chat don't need to abandon it for a third-party widget. OpenAgent operates as the AI brain inside the experience you've already built.

Instant resolution for order and account questions

With Shopify or other ecommerce platforms connected, OpenAgent resolves the most common support questions — order status, tracking, returns — directly inside the Sendbird conversation without any human involvement.

Smooth handoff to your existing Sendbird agent setup

If you already route human support through Sendbird, OpenAgent integrates into that flow — handling the automatable requests and escalating the rest, with full context preserved for the agent.

Frequently Asked Questions

Yes. OpenAgent registers as a bot user in your Sendbird application. You can configure the bot's display name and avatar to match your brand.

Yes. OpenAgent can operate in Sendbird group channels (one-on-one support conversations) and open channels, depending on how your support chat is structured.

The full Sendbird channel history is visible to the human agent in Sendbird's dashboard, so they have complete context from the AI-handled portion of the conversation.

Yes. OpenAgent respects Sendbird's API rate limits and implements backoff logic to ensure message delivery is reliable even under high conversation volume.

No client-side changes are required. OpenAgent connects at the server level via Sendbird webhooks and the platform API — your app's existing Sendbird integration remains unchanged.

Related integrations

Twilio FlexDixaTrengo

Connect Sendbird to OpenAgent

Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with OpenAgent.

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