# Sinch Engage Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Is Sinch Engage the right Customer Service solution for you? Explore 44 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/187336/messengerpeople/reviews

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Sinch Engage

4.4 (44)

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/)

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Last updated March 13th, 2026

# Reviews of Sinch Engage

Ease of use

4.3

Customer Service

4.0

## Pros and Cons in Reviews

GW

Georgia W

Senior CRM ExecutiveMarketing and Advertising, 501 - 1,000 employeesUsed the software for: 1-2 years.

“The Telegram / Viber channels are relatively simple to set up, it is a rather inexpensive channel for us, and setting up new bots is easy enough to implement, for our different countries.“

May 24, 2022

Paul J

Operations ManagerWarehousing, 51 - 200 employeesUsed the software for: 6-12 months.

“Customer service is lacking, could improve that with more investment in customer service labor costs.“

August 10, 2021

GM

Giulietta M

Specialista Telemarketing, Esternalizzazioni e Supporto Strategie Di IncassoNon-Profit Organization Management, 51 - 200 employeesUsed the software for: Less than 6 months.

“The integration with WhatsApp is just perfect.“

May 27, 2021

## Showing most helpful reviews

Showing 1-25 of 44 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

Radim Z.  
Co-CEO  
Sporting Goods  
Used the software for: 2+ years

### "Messenger is a must have for any online store"

August 5, 2022

4.0

Messenger is a no brainer - a must have for any online store

Pros

Easy to set up, implement, and use as everyone already uses messenger in their personal lives, both clients and employees.

Cons

In our region not all features are available.

Review Source

VR

Verified Reviewer  
Bancassurance Sales Executive  
Insurance  
Used the software for: Less than 6 months

### "One software for all"

April 2, 2021

4.0

It gives us ease of access because not only we can monitor different channels but it only generates the statistics of the content and inquiry of all the client. Where we got to know the most asked questions. Also chatbot, chatblock, and MIA does almost majority of our work when it comes to answering inquiries.

Pros

The best feature for me is the access to almost all of the messaging apps. We can't deny how big the messaging industry is now especially when pandemic arises, it is the only way to communicate for some, but the more apps/softwares produced the more struggle for the companies communication team because in order for us to stay updated and connected to clients we have to be accessible in all the messaging apps in the market. In Messenger Communication it gives us ease of access to all of these different messaging platform. One click and we can now view, reply, add chatbots to all of our platform.

Cons

Nothing much, maybe the pricing because it's expensive but I think the features answers it all.

Switched from

[Workplace from Meta](https://www.capterra.com/p/168669/Workplace/)

It has great access to more channels

Review Source

GW

Georgia W.  
Senior CRM Executive  
Marketing and Advertising  
Used the software for: 1-2 years

### "Great platform but not simple to set up/use - lacks Telegram employees/customer service"

May 24, 2022

3.0

\[SENSITIVE CONTENT\] Our contact at Messengerpeople, is lovely, and the platform itself is fine, although it is not the easiest to set up and optimise. It is a low COS% channel for us to use in CRM, however some instruction / contact would be hugely appreciated in terms of set up process and optimisation. Also a lot of the videos/instructions are in German.

Pros

The Telegram / Viber channels are relatively simple to set up, it is a rather inexpensive channel for us, and setting up new bots is easy enough to implement, for our different countries.

Cons

Telegram/Viber are missing staff that actually work on these platforms, to be able to advise and help. We originally set up the platforms on an ex-employees phone number, and now we cannot seem to get the account disconnected from his phone, meaning we have to request log in details from him even though he doesn't work here anymore. We also have all his phone contacts, which are not relevant to Myprotein. We have been advised that there is no way to change/disconnect his number from the account, and we will have to start all over again with a new account (losing all our current subscribers), which is not a viable option for us.

Review Source

NJ

Nisha J.  
Director of Business Continuity and Infrastructure  
Mental Health Care  
Used the software for: 6-12 months

### "Easy to use product with excellent Account Management"

May 31, 2022

5.0

Pros

Ease of use - extremely 'clean' user interface. This is important for our users as they are on multiple platforms through out their work day and while they are tackling world problems, when the system we provide is easy to use, it reduces from their workload. The software is fast too, unlike other programs I have worked on. The ability to set up chatbots per our need is good too. And lastly the most important - our Account Manager has been BRILLIANT! \[SENSITIVE CONTENT\] is always so empathetic, understanding, prompt, proactive and very kind... she is professionally friendly and really knows how to diffuse a situation and works from a space of wanting to help - which I greatly appreciate.

Cons

Agents being available on multiple channels - currently there is a glitch with this and I have been talking to the AM about this. This is a needed feature and can easily be a dealbreaker. Though the IT team mentioned this is not a feature yet and this will need to be developed, I can see this some times works and some times doesn't. Therefore there is a glitch in the system. The second is about the chat bot building. For someone who doesnt have technical background, the self-help chatbot guides are dry, boring and seem complicated. If there could be short videos on this, it would be very helpful!

Reason for choosing Sinch Engage

Not applicable

Review Source

Rocio C.  
Customer Support  
Electrical/Electronic Manufacturing  
Used the software for: 6-12 months

### " Simplify communications with your customers"

August 19, 2022

5.0

Before using Messenger, we accessed our clients' messages from different applications, but in this way we have managed to unify communications and save time.

Pros

It allows you to unify customer communications across different platforms in a single application. This saves time and customer service is more effective.

Cons

At the moment we have not had any problems with the application. We are going to start using automatic chat but we have had previous unsatisfying experiences with this method of communication.

Review Source

JAMIL A.  
Whatsapps Busines account  
Automotive  
Used the software for: 2+ years

### "Free communication app "

May 1, 2021

5.0

Pros

I love it. It is free to use for communication around the world. I us it for communicate with my family members abroad and also with my world related

Cons

No cons at all in my opinion. I love this app for free use

Review Source

Thaddeus G.  
Owner  
Music  
Used the software for: 1-2 years

### "Good for musicians "

October 4, 2019

5.0

Pros

Able to connect to Facebook users and sms messages

Cons

Some security issues but good overall highly recommended

Review Source

Response from Sinch

October 9, 2019

Hi Mr. Greear, Thank you very much for your positive evaluation of our Messenger Communication Platform. However, you indicate that we also offer SMS as a channel which is not the case. We purely focus on messaging apps: WhatsApp, Facebook Messenger, Apple Business Chat (iMessage), Telegram and Viber are the channels we offer for customer communication. You also mentioned "Some security issues". This must be a mistake. We haven't had a single security problem in our entire history. Disruptions or security problems with the respective messaging apps are outside of our influence. We wish you continued success with our platform. Best regards, Your MessengerPeople team

Giorgio G.  
Shopper Support Lead  
Food & Beverages  
Used the software for: 1-2 years

### "Flexible service"

May 30, 2022

3.0

Pros

Flexible features, the services allows a variety of things that similar services don't (ex. outbound messages)

Cons

Not user-friendly and limited analytics-wide

Reason for choosing Sinch Engage

FlexibIlity

Review Source

Edna O.  
Admin Assistant  
Building Materials  
Used the software for: 2+ years

### "Simply an awesome product"

April 19, 2021

5.0

I find messenger the simplest form of communication that connects people and businesses globally.

Pros

I like the fact that the product is fast, quick, and easy to use. It also has features anyone can use however the little knowledge they have.

Cons

It does not enable one to attach/share files. well I am hoping this has changed though

Review Source

Meale Y.  
marketer  
Business Supplies and Equipment  
Used the software for: 1-2 years

### "customer communication software"

January 15, 2023

5.0

Pros

Messenger communication platform is a software i used to get in touch with leads. the chat place is very easy to use.

Cons

this software needs to but promoted everywhere , and expecially in africa

Review Source

CF

Cristiano F.  
Donor Innovation e Operation Officer  
Fund-Raising  
Used the software for: 1-2 years

### "Versatile e ottima assistenza clienti"

December 20, 2023

5.0

Molto positiva, in particolare per il supporto che non manca mai ed è sempre tempestivo. La piattaforma è versatile ed è semplice iniziare ad utilizzarla dopo una breve formazione.

Pros

Si integra bene ed ha diverse funzionalità che riescono a dare spazio alla creatività sulla strategia di contatto su questo canale. Utile la gestione dei ticket con assegnazione e con classificazione delle priorità da parte di operatori e operatrici.

Cons

In alcuni casi, non poter vedere immediatamente lo storico precedente all'ultima discussione chiusa può essere un limite.

Review Source

EF

Erika F.  
Customer Marketing Specialist  
Information Technology and Services  
Used the software for: 6-12 months

### "Facile ed immediato"

March 9, 2021

5.0

Il servizio clienti è sempre molto presente e ci ha aiutato a risolvere ogni dubbio

Pros

Il bot, che utilizziamo come primo filtro e per indirizzare i ticket al giusto dipartimento; la facilità di utilizzo

Cons

Alcune funzioni secondarie sono in fase di implementazione

Reason for choosing Sinch Engage

Rapporto qualità/prezzo, tante funzionalità in un solo servizio, supporto clienti sempre a disposizione, massima professionalità delle persone

Review Source

DG

Daniel G.  
Head of Social Media  
Food & Beverages  
Used the software for: 6-12 months

### "The best Messenger Platform that we ever used"

September 5, 2019

5.0

Pros

\- easy to use - very quick implementations - very modern - very fast for customers to react

Cons

\- there is nearly no point that we don't like; sometimes there are some bugs which will be fixed within hours

Review Source

MS

Mandeep S.  
Automation Team Leader  
Food & Beverages  
Used the software for: 6-12 months

### "Happy User"

May 25, 2022

5.0

Very good

Pros

Ease of connectivity, database control, Ease of communication via Watsapp,

Cons

Not Cons, but i think more work can be done on Dashboards

Review Source

RC

Roberto C.  
CEO  
Environmental Services  
Used the software for: Less than 6 months

### "Good customer service and perfect features"

July 8, 2020

5.0

Pros

simplicity, customer service, API integration

Cons

small bug, tempestivamentally resolute with support operator

Review Source

Hugo R.  
Dirección  
Marketing and Advertising  
Used the software for: 6-12 months

### "Justo lo que buscabamos"

October 13, 2023

5.0

Pros

Es la herramienta que buscábamos para organizar y gestionar mejor nuestras comunicaciones externas. Desde el principio vimos su potencial y nos facilitaron la implementación con ayuda continua.

Cons

Quizás es un poco complicada la parte de META, pero con la ayuda del equipo de SINCH, pudimos solventar los problemas que tuvimos para dar de alta los números de los proyectos.

Alternatives considered

[Aunoa](https://www.capterra.com/p/214527/Owner-Platform/)[CM.com Communications Platform](https://www.capterra.com/p/196877/CM-com/)

Review Source

JM

Jessie M.  
Cashier  
Retail  
Used the software for: 2+ years

### "My messenger "

October 21, 2022

4.0

My overall experience with messenger have been mostly good experiences and would recommend it to others

Pros

What I like most about messenger is being able to make calls and I can choose to see the other person as well

Cons

The feature I like the least is sometimes it won't let me answer a call not sure if that's because of my wifi or what

Review Source

GL

Giulia L.  
Shopper Support Specialist  
Consumer Services  
Used the software for: 6-12 months

### "Ok but needs several improvements"

May 24, 2022

3.0

Pros

The software is easy to use and intuitive, you can export convos in pdf

Cons

\-Not very user-live chat friendly - When you write the message and then change chat without sending it, the message disappears (very annoying) -When you have a few different chats open and you open a new one, it would redirect you to the new one you just opened but to the oldest one (very annoying, live chat is about being quick and this often causes mistakes, like sending the message to the wrong person) -The layout is not great and when you receive a new message there should be a sound that alerts you, especially if you are on a different tab, checking some data to answer the inquiry - there should be the possibility to add a note and see it when you open the ticket on the specific customer, without needing to scrolling down on "internal notes" - it's time consuming to reopen the chat and reassign it everytime you want to assign it to yourself - chats should be separate and a chat from the 28th february should be merged with a chat from the 1st march, for example --> improve layout

Review Source

RV

Roberto V.  
Sales & Marketing Manager  
Hospitality  
Used the software for: 2+ years

### "Messenging for support guests it's easier now"

June 4, 2022

4.0

Pros

With a small icons on the footer website, we got greater feautures to chat with guests asking for support. The chatbot and other features to automaticly replay in case of agent absence is strategic for our buisness which works in direct customer relatione chats only seasonally-

Cons

A back-and user manual or a support team speaking and writing italian will be much appreciated. It has happened that FB and IG connection process previosly actvivated failed for unknown reasons but no allert was advised (?)

Reason for choosing Sinch Engage

It was apparently the most convenience in strict relation with quality of service supposed. Then, the italian sales agent \[SENSITIVE CONTENT\], was pretty smart to convince us, ensuring a customed condition.

Review Source

GP

George P.  
CEO  
Transportation/Trucking/Railroad  
Used the software for: 2+ years

### "Excellent to manage customers"

May 24, 2022

5.0

Pros

It's great because it allows you to communicate with customers where they are, on Whatsapp. For the customer a very known way of communicating while on the back end for us very organized.

Cons

Not always very easy to find old conversations once they are closed. If you remember a specific example of a ticket we can use for training purposes etc.

Alternatives considered

[Freshchat](https://www.capterra.com/p/158117/Freshchat/)

Review Source

DM

Davide M.  
CTO  
Telecommunications  
Used the software for: 1-2 years

### "Great user follow-up and ticket management"

May 26, 2022

4.0

Pros

The product is quite intuitive especially in the ticket management and user-follow-up part. You can manage different roles for operators and it's easy to hook pre-populated chat blocks to manually managed chats. Another thing that I really liked is the possibility of using variables to be associated with customers directly from automated chats and then find these values in the customer base/address book.

Cons

Although the system is very powerful, some features are a bit hidden and probably still in "experimental". The thing that is missing most is a GUI where you can immediately see the entire flow chart and the customer journey at a glance, especially on the chatbot part.

Reason for choosing Sinch Engage

It seemed the most promising to us

Review Source

VD

Vera D.  
Shopper Support Specialist  
Consumer Services  
Used the software for: 1-2 years

### "Feedback"

June 7, 2022

5.0

In general it is a good experience, the product is good and all my team use it daily

Pros

The product is easy to use, I like the most the fact that it is so quick, efficient and compact

Cons

The fact that every user could put a nickname makes the job harder, it is not easy to find a person by his nickname.

Review Source

RJ

Ravisen J.  
Automation Specialist  
Food & Beverages  
Used the software for: 2+ years

### "Excellent product for customer service"

May 24, 2022

5.0

Excellent

Pros

user friendly, responsive, fast and efficient

Cons

I like everything about messenger people

Review Source

DR

Daniel R.  
Customer service  
Food & Beverages  
Used the software for: 1-2 years

### "In general Messenger is quite useful tool"

May 24, 2022

5.0

We communicate via messenger with the courriers who work for our company. It is an instant and quick communication. We also use the posibility to send pictures and sound files by Messenger.

Pros

It is easy to use. It gives a signal when a message arrives, which is perfect. The visibility of the messages is good.

Cons

To be honest I absolutely hate that the programme logs out every 15 min. It is really annoying to check every ten minutes if I am still loged in. Many times I missed a messages because of that or I read them with delay.

Review Source

CB

Cristiana B.  
Shopper Support Specialist  
Food & Beverages  
Used the software for: Less than 6 months

### "Messanger Communication Platform personal review"

May 25, 2022

3.0

It is okay, sometimes still very slow and shows crashes from time to time, but it is useful

Pros

I like the opportunity to view tickets from a offline perspective and also being able to read chats of other agents without the need of re-assign

Cons

i don't like how chats add up, one after the other horizontally. If at times lots of chats come in at the same time, they are not visible and just disappear once at the scrolling element of the browser page. Maybe changing the way they enter or the location of the list would help

Review Source

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