Fibre vs SendSafely: which secure upload solution should you choose?
When you're handling sensitive customer documents – anything from invoices and contracts to health records – your upload tool isn't just a convenience. It's a frontline defence against data leaks, malware and compliance headaches. Two solutions promise to make file collection safer: SendSafely, an enterprise-grade file-exchange platform used by help-desk teams across tools like Intercom, Zendesk and Salesforce, and Fibre, a purpose-built Intercom app that streams uploads straight into your own cloud storage. This post unpacks what each tool offers, highlights drawbacks noted by real users, and explains why Fibre may be a better fit for support teams who need privacy without complexity.
What SendSafely offers
SendSafely is best known for its secure dropzone technology: when an agent inserts a SendSafely button in a chat, the customer can upload files through a separate upload portal. Uploaded documents are protected with end-to-end encryption so that only the sender and the authorised agent can access them[1]. The Intercom app is easy to deploy – agents request files by inserting the SendSafely button and customers click to open the dropzone upload form[1]. Key features include:
- Large file support: SendSafely accepts uploads up to 100 GB[1]. This is helpful for organisations that need to collect big assets like videos or CAD files.
- Automatic expiration and download controls: SendSafely lets administrators set expiry dates for files and restrict the number of downloads per recipient[1]. Additional security features include optional watermarking[1].
- Compliance and encryption: SendSafely markets itself as HIPAA-, GDPR- and CCPA-compliant and uses end-to-end encryption for all transfers[2].
- Enterprise-ready features: The platform offers user administration, single sign-on (SSO), custom branding and an API for developers[2].
These capabilities make SendSafely a robust choice for enterprises that manage very large files and require granular control over link expiry and download counts. Users on Capterra note that the integration with Google and Outlook is convenient and the tool offers “high private security”[3].
Where SendSafely falls short
Despite its strengths, user reviews and support articles reveal some drawbacks:
- Unreliable browser integration: Some Capterra reviewers mention that the SendSafely integration occasionally fails to load; users had to reload browsers or restart them to get the upload interface to activate[3].
- Delivery uncertainties with large files: Another reviewer noted that they sometimes believed a message had been delivered only to discover later that large documents were not successfully sent[3].
- Steep learning curve: For at least one user, onboarding and configuration were “initially hard to understand”[3].
- Data storage on third-party servers: SendSafely hosts your uploaded data on their own infrastructure. For organisations with strict data-residency rules – such as EU-based companies or financial services – having files stored on a vendor's servers may pose compliance challenges or trigger vendor-risk assessments.
How Fibre differs
Fibre is designed specifically for Intercom teams that need to collect sensitive documents without leaving the messenger experience. Here's what sets it apart:
1. Data goes straight to your storage – not ours
When a customer uploads a file through Fibre, the bytes are streamed directly into your own Google Drive, Amazon S3, or Azure Blob Storage. Fibre does not store or process uploaded files on its servers – it simply brokers a secure transfer[4]. This means your organisation retains full control over where data lives and how long it's retained. You can also enforce your own folder structure, access controls and retention policies, alleviating compliance concerns.
2. Simple interface, no dropzone distractions
Fibre's upload flow is native to the Intercom Messenger: after an agent requests a document, a sheet pops up within the chat for the customer to select their file. There's no separate portal or link to manage. Admins can customise the upload title, instructions and supported file types through a clean configurator. Files are scanned and validated to ensure only permitted MIME types and sizes are accepted[4]. The streamlined UX reduces friction and eliminates the browser reload issues reported by some SendSafely users.
3. Transparent pricing for teams of all sizes
SendSafely's pricing can be prohibitive for startups and mid-size teams. Fibre offers transparent pricing at $149/month for the Starter plan and $299/month for Pro, with no per-seat charges or minimum licence requirements. You get unlimited uploads and all core features regardless of team size, making it accessible for lean support teams.
4. AI summarisation and insights built in
Fibre includes AI-powered document summarisation. Once a file is uploaded, a secure service extracts the text, redacts sensitive information, generates a summary and returns it directly into the Intercom conversation. The summarisation runs in memory without persisting files, preserving your “no storage” promise. This helps support agents quickly triage long documents and respond faster – a capability SendSafely doesn't currently offer.
Head-to-head comparison
| Feature | SendSafely | Fibre |
|---|---|---|
| Data storage | Files reside on SendSafely's servers | Files stream to your own cloud storage (Drive, S3, Azure) |
| Encryption | End-to-end encryption, HIPAA/GDPR/CCPA compliant | Files encrypted in transit; compliance depends on your storage provider |
| File size support | Up to 100 GB | Up to 1 GB per file |
| Integration UX | External dropzone; some users report browser reload issues | Native Intercom sheet; no dropzone, no reloads |
| Pricing | Enterprise-focused with minimum seat requirements | $149/mo Starter, $299/mo Pro; no minimums |
| AI features | Not available | Document summaries, PII detection, malware scanning |
Conclusion
SendSafely has earned its reputation by handling very large files securely and giving administrators fine-grained control over expiry and downloads. However, real users have noted that the integration can be flaky and the onboarding confusing[3]. Additionally, because SendSafely stores files on its own servers, organisations with strict data-residency requirements or who want to minimise third-party risk may hesitate to use it.
Fibre takes a different approach. By streaming uploads directly into your own Google Drive, S3 or Azure storage, Fibre eliminates the middle-man and aligns with data-ownership best practices. Its Intercom-native interface makes uploads feel like a natural part of the conversation, and transparent pricing fits teams of all sizes. With AI summarisation, PII detection, and malware scanning built in, Fibre goes beyond secure transfer and helps agents become more efficient.
If you need to collect huge files over 100 GB or require advanced expiry controls today, SendSafely is a strong option. But for most support teams seeking a privacy-first, easy-to-use and budget-friendly upload solution, Fibre is likely the better choice.
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References
- [1]SendSafely. Knowledge Base. Available at: sendsafely.zendesk.com
- [2]SendSafely. Product Information. Available at: sendsafely.com
- [3]Capterra. SendSafely User Reviews. Available at: capterra.com
- [4]FibreHQ. Introducing Fibre: Document collection inside Intercom, without the storage headache. Available at: fibrehq.com/blog/introducing-fibre