Sinch Engage Reviews

Pros

It integrates well and offers a range of features that leave plenty of room for creativity when planning contact strategies on this channel. The ticket management is also very useful, with operators able to assign tickets and classify priorities effectively.

Cons

Sometimes not being able to immediately view the history from before the last closed conversation can be a limitation.

Pros

This was exactly the tool we needed to better organize and manage our external communications. We could see its potential right from the start and the implementation was made much easier thanks to the ongoing support and guidance from the team.

Cons

The META setup can be a bit complicated but with the help of the IT team we were able to resolve the issues we ran into when registering the project numbers.

Pros

Bringing all our communication into a single channel has helped us a lot and made our customer service much more efficient.

Cons

At the moment there have only been a few isolated errors and the technical team resolved them quickly so there is really nothing significant to point out.

Pros

Using Messenger as a communication platform has worked really well for getting in touch with leads. The chat interface is very simple to navigate and makes conversations easy to manage.

Cons

One thing I'd like to see is broader promotion of this software everywhere especially across Africa.

Pros

Being able to make calls through Messenger is my favorite part and I also like that I can choose to see the other person on video during the call.

Cons

The part I like least is that sometimes it does not let me answer a call. I am not sure whether that happens because of my Wi-Fi or something else.

Pros

Centralizing customer conversations from different platforms in one application has made things much easier for our team. It saves us a lot of time and helps our customer service team respond more efficiently and effectively.

Cons

Up to now, we haven't run into any issues with the application. We're planning to start using the automatic chat feature although we've had disappointing experiences with that type of communication in the past.

Pros

Getting started, rolling it out and using it day to day has been very easy especially since both our clients and employees already use Messenger in their personal lives.

Cons

Downside in our region is that not every feature is available.

Pros

The visual design is really appealing and the welcome section gives a very nice first impression.

Cons

One thing that feels missing is the typing indicator in the live chat which makes the chat experience seem incomplete.

Pros

Using this product has been really easy and the part I appreciate most is how quick, efficient and compact it is.

Cons

What makes the work more difficult is that every user can choose a nickname which makes it less simple to find someone by name.

Pros

Those small footer icons on the website gave us much better tools to chat with guests who need support. The chatbot and the other features that send automatic replies when an agent is unavailable are very valuable for our business especially since we handle customer relationship chats only during certain seasons.

Cons

A backend user manual or a support team that speaks and writes in Italian would be very appreciated. We also had cases where the Facebook and Instagram connection even after being activated earlier, stopped working for unknown reasons and there was no alert to let us know.

Pros

In our region, we use this program only for Viber and aside from a few opt-out issues, it works well overall.

Cons

Since we use it in a specific locale, it would really help to have a way to test how things appear from a new customer's side. That was the tricky part for us during testing because messages can show up in different languages depending on the country and we were working with a UK phone number while using the service in other countries.

Pros

Right away the clean and simple interface made a big difference for our team. Our users work across multiple platforms during the day while handling very important work so having a system that is simple to navigate really helps reduce their workload. The software is also very fast especially compared with other programs I've used before. I also appreciate that we can configure chatbots based on our specific needs. On top of that, our Account Manager has been absolutely brilliant, always empathetic, understanding, responsive, proactive and genuinely kind. She brings a professional but friendly approach, knows how to calm difficult situations and clearly comes from a place of wanting to help which I truly value.

Cons

One issue we've run into is agent availability across multiple channels. There seems to be a glitch around this and I've been discussing it with the Account Manager. It's an important capability for us and could easily become a dealbreaker. The IT team mentioned that this is not fully a feature yet and would need further development but the confusing part is that it sometimes works and sometimes doesn't which makes it feel like a system bug. The other challenge is chatbot building. For someone without a technical background the self-service chatbot guides feel dry, hard to follow and overly complicated. Short tutorial videos would make that process much more helpful.

Pros

One thing I appreciate is how flexible the feature set is. The service lets you do quite a few things that similar platforms don't offer, like sending outbound messages which makes it more versatile overall.

Cons

On the downside, it isn't very user-friendly and the analytics are fairly limited in scope so getting a broader view of performance can be frustrating.

Pros

Right from the start the product feels simple especially when handling tickets and following up with users. It lets you manage different operator roles well and connecting pre-filled chat blocks to chats that are handled manually works nicely. I also really appreciated being able to use variables tied directly to customers through automated chats then later seeing those values inside the customer database or address book.

Cons

Even though the system is very capable, a few features are somewhat tucked away and seem like they may still be in an experimental stage. The biggest thing missing is a proper GUI that shows the full flowchart and customer journey at a glance, particularly for the chatbot side.

Pros

One helpful part is being able to view tickets from an offline perspective and it's also useful that I can read other agents' chats without having to reassign them first.

Cons

Feature that doesn't work well for me is how the chats stack horizontally one after another. When a lot of chats come in at the same time some of them aren't visible and seem to disappear into the browser's scrolling area. A different way of displaying incoming chats or moving where the list appears could make that much better.

Pros

Getting started was easy for me and I picked it up quickly without needing much time to learn. It has been really useful for managing the day-to-day tasks that need to be handled.

Cons

Website design feels quite basic and I'd prefer a more polished interface. That said, it doesn't really take away from how usable the platform is.

Pros

The connection process is simple the database controls work well for me and using WhatsApp for communication is very convenient.

Cons

I wouldn't call it a downside but the dashboards still feel like an area where more improvements could be made.

Pros

Overall the software is easy for me to work with and doesn't take much effort to understand. I also find the option to export conversations as PDFs very useful.

Cons

The live chat side is not very user-friendly. If you type a message and switch to another chat before sending it the draft disappears which is really frustrating. Also, when several chats are open and you start a new one, it should take you directly to that new chat but instead it can redirect you to the oldest one. In a live chat environment where speed matters, this leads to mistakes like replying to the wrong person. The layout also needs improvement and there should be a sound alert for new incoming messages especially when you are in another tab checking information before answering. It would also help to have a note visible as soon as you open the ticket for a specific customer, without having to scroll down to the internal notes section. Another issue is how time-consuming it is to reopen a chat and reassign it every time you want to assign it to yourself. Chats should also stay separate and for example a chat from 28 February should not be merged with one from 1 March.

Pros

Message alerts come through right away which works really well for me. The messages are also displayed clearly so I can easily notice and respond to them when they arrive.

Cons

I really dislike that the program logs me out every 15 minutes. It is very frustrating to keep checking all the time whether I am still signed in. Because of that, I have missed messages more than once or ended up reading them later than I should have.

Pros

The app is easy to work with and stays responsive during daily use. Everything feels fast and efficient when I'm handling tasks through it.

Cons

Honestly, I like everything about Messenger People and haven't run into any issues so far.