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Customer Support · head to head

Groove vs Zendesk Sunshine Conversations

Groove logo

Groove

Customer Support

Simple, powerful support for growing businesses

From
$12/month
Rated
-
Full reviewWebsite
Zendesk Sunshine Conversations logo

Zendesk Sunshine Conversations

Live Chat & Chatbots

Omnichannel messaging and customer engagement platform

From
On request
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Groove billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch; Zendesk Sunshine Conversations cannot be purchased standalone; requires expensive Zendesk Suite Professional or higher plans
  • They diverge on capability: Groove covers Shared inbox, Zendesk Sunshine Conversations covers SMS messaging.

Where they differ

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

Attributes where Groove and Zendesk Sunshine Conversations differ
AttributeGrooveZendesk Sunshine Conversations
Starting price$12/monthOn request
CategoryCustomer SupportLive Chat & Chatbots
Founded20112015

Identical on both: pricing model (subscription), free tier (No), platforms (Web, Ios, Android), user rating (Not yet rated).

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 Groove

  • Shared inbox
  • Knowledge base
  • Automation rules
  • Reporting
  • Collision detection
  • Zapier
  • Trello
  • Jira

Only in Zendesk Sunshine Conversations

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

Both cover

  • Live chat
  • Slack
  • Salesforce
  • Web support
  • Android support

What people use each for

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

Groove

  • Shared inbox and help desk ticketing for small support teamsnot Zendesk Sunshine Conversations
  • Handling email, chat and messaging support in one queuenot Zendesk Sunshine Conversations

Zendesk Sunshine Conversations

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

Where each one falls short

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

Groove

  • Billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
  • A minimum of 250 tickets a month applies, which is a $3,000 annual commitment before any usage
  • A quiet month still pays the 250 ticket floor
  • No mailbox limit is published

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

Groove

$12/month
  • Standard$12/month
    • 1 mailbox
    • Knowledge base
    • Live chat
  • Plus$20/month
    • 5 mailboxes
    • Full reporting
    • Rules
  • Pro$35/month
    • 25 mailboxes
    • Salesforce
    • Enterprise SSO

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 Groove if

  • You need shared inbox.
  • You work on Web, Ios, Android.
  • You also want knowledge base.
Groove 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 Groove or Zendesk Sunshine Conversations better?
Neither clearly leads. Groove starts at $12/month 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, Groove or Zendesk Sunshine Conversations?
Groove starts at $12/month and Zendesk Sunshine Conversations at On request.
Does Groove or Zendesk Sunshine Conversations run on more platforms?
Groove runs on Web, Ios, Android. Zendesk Sunshine Conversations runs on Web, iOS, Android.
What is Groove best used for?
Groove is most often used for shared inbox and help desk ticketing for small support teams, handling email, chat and messaging support in one queue. Of those, shared inbox and help desk ticketing for small support teams and handling email, chat and messaging support in one queue are not what Zendesk Sunshine Conversations is typically brought in for.
What can Groove do that Zendesk Sunshine Conversations cannot?
Groove covers Shared inbox, Knowledge base, Automation rules, Reporting. Zendesk Sunshine Conversations covers SMS messaging, Facebook Messenger, WhatsApp integration, Zendesk Support. Both handle Live chat, Slack, Salesforce, 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.

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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