Software · head to head
Capacity vs Zendesk Sunshine Conversations
Capacity
Software
AI-powered customer service automation platform
- From
- On request
- Rated
- -
Zendesk Sunshine Conversations
Software
Omnichannel messaging and customer engagement platform
- From
- On request
- Rated
- -
The short version
- Each has a real cost: Capacity two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone; Zendesk Sunshine Conversations cannot be purchased standalone; requires expensive Zendesk Suite Professional or higher plans
- They diverge on capability: Capacity covers AI chatbot, Zendesk Sunshine Conversations covers Live chat.
Where they differ
Only the attributes on which Capacity and Zendesk Sunshine Conversations actually diverge.
| Attribute | Capacity | Zendesk Sunshine Conversations |
|---|---|---|
| Platforms | Web, Mobile, Chat widgets, API | Web, iOS, Android |
| Founded | 2016 | 2015 |
Identical on both: starting price (On request), pricing model (subscription), free tier (No), user rating (Not yet rated), category (Unknown).
What each one covers
Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.
Only in Capacity
- AI chatbot
- Knowledge management
- Multi-channel support
- Analytics
- Zendesk
- ServiceNow
- Mobile support
- Chat widgets support
Only in Zendesk Sunshine Conversations
- Live chat
- SMS messaging
- Facebook Messenger
- WhatsApp integration
- Zendesk Support
- API
- Mobile app support
- IOS support
Both cover
- Salesforce
- Slack
- Web support
What people use each for
The jobs each tool is most often brought in to do.
Capacity
- Knowledge base and helpdesk deflectionnot Zendesk Sunshine Conversations
- AI agents answering across chat, voice, email and SMSnot Zendesk Sunshine Conversations
- Real-time assistance for human agents on a callnot Zendesk Sunshine Conversations
- Automating multi-step support workflowsnot Zendesk Sunshine Conversations
- Regulated support environments needing the HIPAA packagenot Zendesk Sunshine Conversations
Zendesk Sunshine Conversations
- Customer engagementnot Capacity
- Lead generationnot Capacity
- Customer supportnot Capacity
- Sales automationnot Capacity
Where each one falls short
Documented limitations, not opinions. Every one is a constraint you would hit in normal use.
Capacity
- Two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone
- AI usage is metered by channel: per response on chat and email, per minute on voice and per message on SMS
- Agent Assist and conversation intelligence are charged per hour of agent time on top
- Live chat, agent assist and conversation intelligence require the Pro tier
- The HIPAA package and advanced workflows are Enterprise only
- No prices are published for any tier
Zendesk Sunshine Conversations
- Cannot be purchased standalone; requires expensive Zendesk Suite Professional or higher plans
- Low included monthly active users (1,000 MAU) and notifications (1,000) necessitate paid add-ons for most businesses
- Custom implementations require developer resources for webhooks and API configuration
Pricing, plan by plan
Capacity
On request- Starter$125/month
- AI chatbot
- Up to 50 articles
- Professional$300/month
- Unlimited articles
- Advanced AI
- Enterprise$undefined/month
- Full customization
- Dedicated support
Zendesk Sunshine Conversations
On request- Team$19/month
- Chat + messaging
- Basic features
- Limited agents
- Growth$49/month
- Omnichannel
- Advanced automation
- Routing
- Professional$99/month
- All features
- Custom workflows
- Premium support
Which should you pick?
Choose Capacity if
- You need ai chatbot.
- You work on Web, Mobile, Chat widgets, API.
- You also want knowledge management.
Choose Zendesk Sunshine Conversations if
- You need live chat.
- You work on Web, iOS, Android.
- You also want sms messaging.
Questions people ask
- Is Capacity or Zendesk Sunshine Conversations better?
- Neither clearly leads. Capacity starts at On request and Zendesk Sunshine Conversations at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Capacity or Zendesk Sunshine Conversations?
- Capacity starts at On request and Zendesk Sunshine Conversations at On request.
- Does Capacity or Zendesk Sunshine Conversations run on more platforms?
- Capacity runs on Web, Mobile, Chat widgets, API. Zendesk Sunshine Conversations runs on Web, iOS, Android.
- What is Capacity best used for?
- Capacity is most often used for knowledge base and helpdesk deflection, ai agents answering across chat, voice, email and sms, real-time assistance for human agents on a call, automating multi-step support workflows. Of those, knowledge base and helpdesk deflection and ai agents answering across chat, voice, email and sms are not what Zendesk Sunshine Conversations is typically brought in for.
- What can Capacity do that Zendesk Sunshine Conversations cannot?
- Capacity covers AI chatbot, Knowledge management, Multi-channel support, Analytics. Zendesk Sunshine Conversations covers Live chat, SMS messaging, Facebook Messenger, WhatsApp integration. Both handle Salesforce, Slack, Web support.
Answered from the vendors’ own pages
Zendesk Sunshine Conversations: Can I buy Zendesk Sunshine Conversations standalone?
No. Sunshine Conversations is only available with Zendesk Suite Professional, Enterprise, or Enterprise Plus plans. It cannot be purchased as a standalone product.
SourceZendesk Sunshine Conversations: What messaging channels does Sunshine Conversations support?
Sunshine Conversations connects 15+ messaging channels including WhatsApp, Facebook Messenger, Instagram, Telegram, SMS, and provides a Web Widget for on-site chat.
SourceZendesk Sunshine Conversations: What are the usage limits on Zendesk Sunshine Conversations?
The base includes 1,000 Monthly Active Users and 1,000 notifications per month. Additional usage requires $50 add-ons for each 2,500 MAU pack or $50 for each 25,000 notification pack.
Source