What Is Sendbird AI Agent (Now delight.ai) and What Does It Cost in 2026?

Sendbird AI Agent is now sold as delight.ai, an "Agent-as-a-Service" platform that delight.ai's own homepage calls "A Sendbird product," and it has no public price: the AI agent is "custom pricing available upon request," while Sendbird's underlying Chat API starts at $349 a month billed annually (both checked 24 September 2026).

Macha builds AI agents for customer service that run inside a help desk a team already uses, so we read a platform like delight.ai from that angle: what survived the rebrand as a real product, and what it costs to actually run.

What is Sendbird AI Agent (now delight.ai)?

Sendbird was founded in 2013 by John S. Kim, Brandon Jeon and Harry Kim, and built its reputation as a chat and messaging API powering in-app conversations for apps and platforms. It's raised over $220 million from investors including SoftBank Vision Fund, Tiger Global and ICONIQ, reaching a $1 billion-plus valuation after a $100 million raise in April 2021. Sendbird's own documentation still describes "Sendbird AI Agent" as a current product ("a modern, flexible solution for automating conversations"), but the company now markets that same capability under a separate brand: delight.ai, with delight.ai's site calling itself "A Sendbird product proven at scale."

Named delight.ai customers, shown directly on its homepage, include Hinge, Hyundai, Match Group, Noom, Redfin, Lotte, BJ's, Mixpanel, Yahoo, Weight Watchers, Virgin, SK Telecom, Hostelworld and Norse Atlantic Airways, spanning dating, automotive, retail, travel and wellness. That's a broad enterprise customer base for a product still working through a rebrand.

How does delight.ai's AI agent work?

delight.ai's positioning is that it "reasons through requests instead of just answering them," pulling account context, choosing an action and escalating judgment calls to a human with a recommendation. The product screenshot above shows the mechanism: a customer reports an AC outage and a sink leak, and the agent works a checklist (verify warranty coverage, book an AC technician, book a plumber, send a confirmation) rather than returning one canned reply.

Key architectural pieces:

• Trust OS: governance layer where a team sets spend limits, required approval gates and escalation rules that are then enforced on every case, with every agent action logged for audit.
• Agent Memory Platform: the agent learns from each resolved case rather than staying static.
• Omnichannel delivery: SMS, email, WhatsApp, in-app chat, voice and social messaging from one agent definition, with context kept across channels.
• Integrations: Salesforce and Freshworks for live-agent handoff, plus third-party knowledge bases, on top of Sendbird's own chat infrastructure.

What features does delight.ai include?

• Agent builder: no-code interface for configuration, testing and evaluation.
• Trust OS governance: spend limits, approval gates, escalation rules, decision logging for compliance-conscious enterprises.
• Agent Memory Platform: continuous learning from resolved cases rather than a static knowledge base.
• Compliance certifications: GDPR, SOC 2 Type II, HIPAA, ISO 27001, listed on the AI Agent page, plus encryption at rest and in transit and PII masking.
• Omnichannel reach: SMS, email, WhatsApp, in-app chat, voice, social messaging.
• Underlying infrastructure: the homepage claims 7 billion-plus conversations a month, 300 million-plus monthly active users and 99.9%-plus uptime.

How much does Sendbird AI Agent (delight.ai) cost?

Sendbird's underlying Chat API has published pricing: a free trial (up to 1,000 MAU, no credit card, kept active as long as you log in to the dashboard once a year), Starter at $349/month annual ($399 monthly) with 5,000 MAU, Pro at $499/month annual ($599 monthly) also with 5,000 MAU plus translation, data export and image moderation, and custom Enterprise pricing for millions of MAU. Overages apply beyond each tier's MAU limit.

delight.ai (the AI agent product) has no published price. Both the homepage and the AI Agent page say "custom pricing available upon request," and a third-party review describes Sendbird's AI pricing as billed "per conversation" with no public rate card, no tier structure and no defined unit for what counts as one conversation. That's a real gap for a buyer trying to budget: the chat infrastructure underneath is priced in public, the AI layer on top is not. Keeping the newer, higher-margin AI product behind a sales call while the older commodity chat API sits on a public price list is a normal incentive: a rep can price the AI to whatever the account can bear instead of a number a competitor can undercut in public.

What do Sendbird reviewers say?

We checked two sources on 2026-09-17. Capterra rates "Sendbird" 4.2/5 from 31 reviews. That covers the base chat platform, not delight.ai or AI Agent, since no separate AI Agent listing exists on Capterra. G2 returned a 403 to direct automated access.

"The customer service team has been very responsive with any inquiries." (Software Engineer, 2+ years)

"SendBird makes it really easy to build out complex chat features with minimal overhead!" (Software Engineer, Sports)

"What kind of a company takes your money and refuses to rebate unused service." (CEO, Broadcast Media)

The recurring complaint is cost. A third-party review cites G2 tags like "Expensive," "Cost" and "Cost Limitations" appearing 34 times combined, the largest complaint cluster on that platform. Capterra reviewers separately mention thin documentation and refused refunds for unused service. None of this is specific to delight.ai, since it predates the rebrand, but it's the clearest signal available about being a paying Sendbird customer.

What are delight.ai's pros and cons?

Pros

• Built on large-scale infrastructure (7 billion conversations a month, 300M+ MAU, per the vendor).
• Trust OS governance (spend limits, approval gates, decision logging) is a real differentiator for compliance-conscious enterprises.
• Broad, named enterprise customer base (Hyundai, Match Group, Noom, Redfin, Virgin) across industries.
• Omnichannel reach across SMS, email, WhatsApp, chat, voice and social in one agent definition.

Cons

• No published AI pricing; the Chat API is priced in public, the AI agent layer is quote-only.
• Cost is the largest recurring complaint theme on independent review sites, even before AI pricing is added.
• The rebrand to delight.ai confuses anyone searching "Sendbird AI Agent" and landing on old documentation.
• No independent review data (G2, Capterra) specific to delight.ai exists yet; all available reviews predate the rebrand.

Who is Sendbird AI Agent (delight.ai) best for?

delight.ai fits enterprise teams already running (or comfortable adopting) Sendbird's chat infrastructure that need strict governance over an autonomous agent (spend limits, approval gates, audit logs) and want one agent working across SMS, WhatsApp, voice and chat rather than separate tools per channel.

It's a harder sell for a team that wants a self-serve price before talking to sales, or a smaller team without the procurement process a "custom pricing" product implies. The base platform's cost complaints are also worth weighing before adding an AI layer priced the same opaque way.

How does delight.ai compare with alternatives?

eesel AI is the most direct comparison for the complaint in Sendbird's third-party reviews: it publishes a price and defines its billing unit, which is the gap reviewers flag against Sendbird's opaque per-conversation model.

Macha is closer to eesel's shape than delight.ai's: an AI agent layer with published pricing, billed per ticket, that works inside the help desk a team already runs. The two differ on who does the setup. eesel's standard plans are self-serve, with a dedicated setup person on its Enterprise plan. Macha is the done-for-you option: the Macha team analyzes your past tickets, builds the knowledge base and the agent, and runs it in safe mode, with drafts as internal notes, until the drafts are right. That's included at about $0.40 a ticket, with a dedicated success manager who handles your changes after go-live. See Macha on your help desk or pricing, and our Kore.ai guide for another enterprise conversational AI platform worth comparing against delight.ai's governance-first approach.

How we researched this: Sendbird's documentation and delight.ai's homepage and AI Agent page were fetched and screenshotted on 2026-09-17 and re-checked on 2026-09-24 for pricing, customers, compliance and integrations. Company history came from Sendbird's Y Combinator page and its About page. Sendbird's Chat API pricing page was re-checked on 2026-09-24; no equivalent page exists for delight.ai. Review data came from Capterra (31 reviews, base platform, 2026-09-17) since G2 returned a 403; a third-party review (eesel AI, a competitor) was used only to corroborate the rebrand and the pricing-opacity complaint pattern.

FAQ

Is Sendbird AI Agent still called that? Not in its current marketing. Sendbird sells its AI agent as delight.ai, an "Agent-as-a-Service" platform that delight.ai's site describes as "A Sendbird product" built on Sendbird's infrastructure. Sendbird's documentation still uses the "AI Agent" name.

How much does Sendbird AI Agent / delight.ai cost? There's no published price. Sendbird's Chat API is priced in public (Starter $349 annual or $399 monthly, Pro $499 annual or $599 monthly, custom Enterprise), but delight.ai is "custom pricing available upon request," reportedly billed per conversation with no public definition of that unit.

What do Sendbird's reviews say? Capterra rates Sendbird 4.2/5 from 31 reviews, covering the base chat platform rather than delight.ai. The most common complaint is cost, with "Expensive" and related tags appearing 34 times on G2 per a third-party review.

What is Trust OS? Trust OS is delight.ai's governance layer: spend limits, approval gates and escalation rules enforced on every case, with every agent action logged for audit.

Who uses delight.ai? Named customers on delight.ai's homepage include Hinge, Hyundai, Match Group, Noom, Redfin, Lotte, BJ's, Mixpanel, Yahoo, Weight Watchers, Virgin and SK Telecom.

Is delight.ai good for a small support team? Probably not the first choice. It's positioned for enterprise governance and has no self-serve pricing, which suits a larger buyer with a procurement process better than a small team wanting to start today.

What are the best Sendbird AI Agent alternatives? eesel AI is worth checking because it addresses the pricing-transparency gap reviewers flag against Sendbird. For teams wanting AI agents inside an existing help desk with published pricing, Macha is a more direct fit: the Macha team sets the agent up, and a dedicated success manager handles your changes, included at about $0.40 a ticket.

Does delight.ai integrate with Zendesk or Salesforce? Its AI Agent page names Salesforce and Freshworks for live-agent handoff. It doesn't name Zendesk.

Looking for an AI agent with published pricing that works inside the help desk you already use? Start a Macha trial at dashboard.getmacha.com/signup or see pricing: $50 of free usage (about 125 tickets), no credit card, no time limit. You connect your help desk in about 15 minutes and the Macha team builds the first agent.

Sources: Sendbird AI Agent documentation, delight.ai homepage, delight.ai AI Agent product page, Sendbird Chat API pricing, Sendbird on Y Combinator, About Sendbird. Capterra ("Sendbird," capterra.com) checked 2026-09-17, 31 reviews.