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Freshchat vs Zendesk Sunshine Conversations

Freshchat logo

Freshchat

Software

Modern messaging for customer engagement

From
Free
Rated
-
Full reviewWebsite
Zendesk Sunshine Conversations logo

Zendesk Sunshine Conversations

Software

Omnichannel messaging and customer engagement platform

From
On request
Rated
-
Full reviewWebsite

The short version

  • Only Freshchat has a free tier, so it costs nothing to try first.
  • Each has a real cost: Freshchat the free plan covers up to 10 agents and omits social messengers, SMS and reporting; Zendesk Sunshine Conversations cannot be purchased standalone; requires expensive Zendesk Suite Professional or higher plans
  • They diverge on capability: Freshchat covers Chatbots, Zendesk Sunshine Conversations covers SMS messaging.

Where they differ

Only the attributes on which Freshchat and Zendesk Sunshine Conversations actually diverge.

Attributes where Freshchat and Zendesk Sunshine Conversations differ
AttributeFreshchatZendesk Sunshine Conversations
Starting priceFreeOn request
Free tierYesNo
Founded20102015

Identical on both: pricing model (subscription), platforms (Web, Ios, Android), 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 Freshchat

  • Chatbots
  • Campaigns
  • WhatsApp
  • Instagram
  • Apple Business Chat
  • Freshdesk
  • Freshsales
  • Shopify

Only in Zendesk Sunshine Conversations

  • SMS messaging
  • Facebook Messenger
  • WhatsApp integration
  • Salesforce
  • Zendesk Support
  • API
  • Mobile app support
  • IOS support

Both cover

  • Live chat
  • Slack
  • Web support
  • Android support

What people use each for

The jobs each tool is most often brought in to do.

Freshchat

  • Live chat on a website or in an appnot Zendesk Sunshine Conversations
  • Shared inbox across chat, email and social messengersnot Zendesk Sunshine Conversations
  • Chatbot deflection before a conversation reaches an agentnot Zendesk Sunshine Conversations
  • Routing conversations by skill or language on the higher tiersnot Zendesk Sunshine Conversations

Zendesk Sunshine Conversations

  • Customer engagementnot Freshchat
  • Lead generationnot Freshchat
  • Customer supportnot Freshchat
  • Sales automationnot Freshchat

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Freshchat

  • The free plan covers up to 10 agents and omits social messengers, SMS and reporting
  • Reporting and social channels need Growth at $19 per agent per month billed annually
  • Intelligent routing, multilingual support and custom dashboards require Pro at $49 per agent per month
  • Skill-based routing, audit logs and IP whitelisting are Enterprise only at $79 per agent per month
  • Freddy AI is charged on top of the seat price, at $49 per 100 agent sessions and $29 per agent per month for Copilot

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

Freshchat

Free
  • FreeFree
    • 100 contacts
    • Chatbot
    • Inbox views
  • Growth$19/month
    • 2000 contacts
    • WhatsApp
    • Instagram
  • Pro$49/month
    • 5000 contacts
    • Auto-resolve
    • Advanced routing
  • Enterprise$79/month
    • Unlimited contacts
    • Custom bots
    • User authentication

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 Freshchat if

  • You need chatbots.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want campaigns.
Freshchat review

Choose Zendesk Sunshine Conversations if

  • You need sms messaging.
  • You work on Web, iOS, Android.
  • You also want facebook messenger.
Zendesk Sunshine Conversations review

Questions people ask

Is Freshchat or Zendesk Sunshine Conversations better?
Neither clearly leads. Freshchat starts at Free 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, Freshchat or Zendesk Sunshine Conversations?
Freshchat has a free tier; the other does not. Paid plans start at Free for Freshchat and On request for Zendesk Sunshine Conversations.
Does Freshchat or Zendesk Sunshine Conversations run on more platforms?
Freshchat runs on Web, Ios, Android. Zendesk Sunshine Conversations runs on Web, iOS, Android.
Can I use Freshchat for free?
Yes. Freshchat has a free tier, so you can try it without paying. Zendesk Sunshine Conversations starts at On request.
What is Freshchat best used for?
Freshchat is most often used for live chat on a website or in an app, shared inbox across chat, email and social messengers, chatbot deflection before a conversation reaches an agent, routing conversations by skill or language on the higher tiers. Of those, live chat on a website or in an app and shared inbox across chat, email and social messengers are not what Zendesk Sunshine Conversations is typically brought in for.
What can Freshchat do that Zendesk Sunshine Conversations cannot?
Freshchat covers Chatbots, Campaigns, WhatsApp, Instagram. Zendesk Sunshine Conversations covers SMS messaging, Facebook Messenger, WhatsApp integration, Salesforce. Both handle Live chat, Slack, Web support, Android 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.

Source
Zendesk 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.

Source
Zendesk 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
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Related pages

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