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Zendesk Sunshine Conversations vs LiveChat

Zendesk Sunshine Conversations logo

Zendesk Sunshine Conversations

Software

Omnichannel messaging and customer engagement platform

From
On request
Rated
-
Full reviewWebsite
LiveChat logo

LiveChat

Software

Customer service software that delights

From
$20/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Zendesk Sunshine Conversations cannot be purchased standalone; requires expensive Zendesk Suite Professional or higher plans; LiveChat the Starter plan retains only 60 days of chat history, so an audit trail requires the Team plan at $49 per person per month
  • They diverge on capability: Zendesk Sunshine Conversations covers SMS messaging, LiveChat covers Ticketing.

Where they differ

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

Attributes where Zendesk Sunshine Conversations and LiveChat differ
AttributeZendesk Sunshine ConversationsLiveChat
Starting priceOn request$20/month
PlatformsWeb, iOS, AndroidWeb, Ios, Android, Desktop
Founded20152002

Identical on both: 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 Zendesk Sunshine Conversations

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

Only in LiveChat

  • Ticketing
  • Chat routing
  • Analytics
  • Canned responses
  • File sharing
  • Shopify
  • WordPress
  • HubSpot

Both cover

  • Live chat
  • Salesforce
  • Web support
  • Android support

What people use each for

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

Zendesk Sunshine Conversations

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

LiveChat

  • Live chat support on a website with agent routingnot Zendesk Sunshine Conversations
  • Handling customer conversations across chat, SMS and messaging channelsnot Zendesk Sunshine Conversations

Where each one falls short

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

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

LiveChat

  • The Starter plan retains only 60 days of chat history, so an audit trail requires the Team plan at $49 per person per month
  • Pricing is per agent, so support cost scales with headcount rather than with conversation volume
  • AI reply suggestions are capped by plan, at 3 knowledge sources on Starter and 10 above it
  • Surveys and eye catchers are predefined rather than customisable below the Enterprise plan
  • SSO, white labelling and HIPAA compliance are Enterprise only

Pricing, plan by plan

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

LiveChat

$20/month
  • Starter$20/month
    • 60-day chat history
    • Basic customization
    • Ticketing system
  • Team$41/month
    • Unlimited history
    • Advanced reporting
    • Branding removal
  • Business$59/month
    • Staffing prediction
    • Work scheduler
    • Apple Business Chat
  • Enterprise$undefined/month
    • Dedicated account manager
    • Product training
    • SSO

Which should you pick?

Choose Zendesk Sunshine Conversations if

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

Choose LiveChat if

  • You need ticketing.
  • You work on Web, Ios, Android, Desktop.
  • You also want chat routing.
LiveChat review

Questions people ask

Is Zendesk Sunshine Conversations or LiveChat better?
Neither clearly leads. Zendesk Sunshine Conversations starts at On request and LiveChat at $20/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Zendesk Sunshine Conversations or LiveChat?
Zendesk Sunshine Conversations starts at On request and LiveChat at $20/month.
Does Zendesk Sunshine Conversations or LiveChat run on more platforms?
Zendesk Sunshine Conversations runs on Web, iOS, Android. LiveChat runs on Web, Ios, Android, Desktop.
What is Zendesk Sunshine Conversations best used for?
Zendesk Sunshine Conversations is most often used for customer engagement, lead generation, customer support, sales automation. Of those, customer engagement and lead generation are not what LiveChat is typically brought in for.
What can Zendesk Sunshine Conversations do that LiveChat cannot?
Zendesk Sunshine Conversations covers SMS messaging, Facebook Messenger, WhatsApp integration, Zendesk Support. LiveChat covers Ticketing, Chat routing, Analytics, Canned responses. Both handle Live chat, Salesforce, 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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