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Zendesk Chat vs Zendesk Sunshine Conversations

Zendesk Chat logo

Zendesk Chat

Live Chat

Live chat software from Zendesk

From
$19/month
Rated
-
Full reviewWebsite
Zendesk Sunshine Conversations logo

Zendesk Sunshine Conversations

Live Chat

Omnichannel messaging and customer engagement platform

From
On request
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Zendesk Chat enterprise plan requires custom pricing quote; Zendesk Sunshine Conversations cannot be purchased standalone; requires expensive Zendesk Suite Professional or higher plans
  • They diverge on capability: Zendesk Chat covers Web messaging, Zendesk Sunshine Conversations covers Live chat.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

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

Attributes where Zendesk Chat and Zendesk Sunshine Conversations differ
AttributeZendesk ChatZendesk Sunshine Conversations
Starting price$19/monthOn request
Founded20072015

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

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 Zendesk Chat

  • Web messaging
  • Mobile messaging
  • Chatbots
  • Proactive chat
  • Analytics
  • Triggers
  • Shopify
  • WordPress

Only in Zendesk Sunshine Conversations

  • Live chat
  • SMS messaging
  • Facebook Messenger
  • WhatsApp integration
  • Slack
  • API
  • Mobile app support
  • IOS support

Both cover

  • Zendesk Support
  • Salesforce
  • Web support
  • Android support

What people use each for

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

Zendesk Chat

  • Customer support team managementnot Zendesk Sunshine Conversations
  • Multi-channel messagingnot Zendesk Sunshine Conversations
  • AI-powered contact centersnot Zendesk Sunshine Conversations

Zendesk Sunshine Conversations

  • Customer engagementnot Zendesk Chat
  • Lead generationnot Zendesk Chat
  • Customer supportnot Zendesk Chat
  • Sales automationnot Zendesk Chat

Where each one falls short

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

Zendesk Chat

  • Enterprise plan requires custom pricing quote
  • AI agent usage beyond plan allowance billed separately

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

Zendesk Chat

$19/month
  • Support Team$19/month
    • Email ticketing
    • Routing and analytics
    • Pre-written responses
  • Suite Team$55/month
    • All Support features
    • AI Agents
    • Knowledge Base
  • Suite Professional$115/month
    • Suite Team features
    • Admin Copilot
    • App Builder

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 Zendesk Chat if

  • You need web messaging.
  • You work on Web, Ios, Android.
  • You also want mobile messaging.
Zendesk Chat review

Choose Zendesk Sunshine Conversations if

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

Questions people ask

Is Zendesk Chat or Zendesk Sunshine Conversations better?
Neither clearly leads. Zendesk Chat starts at $19/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, Zendesk Chat or Zendesk Sunshine Conversations?
Zendesk Chat starts at $19/month and Zendesk Sunshine Conversations at On request.
Does Zendesk Chat or Zendesk Sunshine Conversations run on more platforms?
Zendesk Chat runs on Web, Ios, Android. Zendesk Sunshine Conversations runs on Web, iOS, Android.
What is Zendesk Chat best used for?
Zendesk Chat is most often used for customer support team management, multi-channel messaging, ai-powered contact centers. Of those, customer support team management and multi-channel messaging are not what Zendesk Sunshine Conversations is typically brought in for.
What can Zendesk Chat do that Zendesk Sunshine Conversations cannot?
Zendesk Chat covers Web messaging, Mobile messaging, Chatbots, Proactive chat. Zendesk Sunshine Conversations covers Live chat, SMS messaging, Facebook Messenger, WhatsApp integration. Both handle Zendesk Support, Salesforce, Web support, Android support.

Answered from the vendors’ own pages

Zendesk Chat: Can Messaging be used for live, session-based conversations or asynchronous chats?

Both. Messaging supports real-time sessions for fast help as well as ongoing asynchronous conversations, so customers can chat at their own pace and agents stay flexible.

Source
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 Chat: Do agents need a separate tool or tab to use Messaging?

No. Messaging is built right into the Zendesk Agent Workspace, so agents can manage conversations seamlessly without switching tools or tabs.

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 Chat: How do I know if my AI agents are handling my tickets effectively?

Zendesk QA automatically reviews all conversations, enabling performance tracking and continuous improvement of AI and agent support.

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
Zendesk Chat: Once I build an AI agent, can I deploy it across more than one social channel?

Yes. Build your AI Agent once and deploy it to web, mobile, and social messaging channels like WhatsApp, Facebook, and more.

Source
Zendesk Chat: Why should I switch from legacy live chat to Messaging?

Messaging enables users to replicate and enhance live chat experiences by leveraging AI agents and omnichannel routing capabilities.

Source
Zendesk Chat: Can I build something custom or go beyond the out-of-the-box experience?

Absolutely. With access to the Zendesk messaging platform, you can create fully custom experiences that fit your unique business needs.

Source
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