Sunshine Conversations is a messaging platform that unlocks the conversations API for customers who want advanced customizations. It is designed to help businesses build interactive messaging experiences and unify conversations across channels.
This article lists the current and legacy Sunshine Conversations platform access and support plans and includes information on how to view the features. Sunshine Conversations plans prior to April 6, 2023 are referred to as legacy plans.
This article contains the following sections:
Current Sunshine Conversations plans
A low-volume, self-service version of Sunshine Conversations is included in the Zendesk Suite Professional plans or above.
All plans include these fundamental features:
- Self-service documentation, limited support via chat
- Platform and API access
- 1,000 Monthly Active Users (MAU) and 1,000 outbound notifications
To use additional MAU or notifications, you must purchase usage add-ons, which are sold in increments of 2,500 MAU and 25,000 notifications, respectively. In addition, you are required to purchase platform support add-ons once you exceed certain MAU usage. If your MAU usage is in excess of 6,000, you are required to purchase either Sunshine Conversations Premier or Sunshine Conversations Premier Enterprise. If your MAU usage is in excess of 26,000, you are required to purchase Sunshine Conversations Premier Enterprise. For more information, see Pricing Plans and Premier Plans.
Legacy Sunshine Conversations plans
The following table shows detailed information about the legacy Support plans that were offered prior to April 6, 2023.
| Category | Pricing plan | ||
| Starter | Premium | Enterprise | |
| Support services | |||
| Support channels | Email & Chat | Email, Chat & Phone | |
| Support hours | Weekdays 10am-4pm ET | Weekdays 9am-8pm ET | 24x7 access for Production down
Weekdays 9am-8pm ET for general issues and degraded service |
| Case severity/Response times | General issue: < 8 business hours
Degraded service: < 4 business hours Production system down: < 2 business hours |
General issue: < 4 business hours
Degraded service: < 2 business hours Production system down: < 1 business hours |
|
| Service-level guarantee | Y | ||
| Volume | |||
| Monthly Active Users per month | 500 maximum | 500 | 500 |
| Notification rates | |||
| Notifications per month | 500 maximum | 500 | 500 |
| Customer success | |||
| Customer Success Manager | Y | ||
| Architecture services | |||
| Technical architect | Y | Y | |
| Onboarding | Y | Y | |
| Onboarding guidance (post go-live) | Y | Y | |
| Features | |||
| Channels | Standard | All | All |
| SDKs | Branded | Unbranded | Private label or source code |
| Sub-accounts | Available | Available | |
| Geographic options | US | US or EU | US or EU |
| Sandbox environment | Available | Available | |
| Orchestration APIs | Y | Y | Y |
| Multi-party | Y |
Viewing your plan type
You can view your current plan on the Subscription page in Admin Center.
To view your current plan
-
In Admin Center, click
Account in the sidebar, then select Billing > Subscription..
For more information, see Viewing plan subscriptions.
11 Comments
Hi Vinicius,
Thanks for your response. Due to the complexity of the concern, I will go ahead and create a ticket for this so our Sunshine Conversation support can provide more information about the charging costs.
Good morning everyone, is there a way to see the actual use of MAU and notification? Just to see if i need to scale up or we are inside the rage.
Thanks so much
Thanks for the feedback, I would reccomend to directly reaching out to the Sales team or your account manager to discuss further details regarding the pricing for Sunshine conversation.
MAU stands for Monthly Active User(s):
MAUs are a way of calculating monthly usage based on a unique end-user's activity, regardless of channel.
A single customer may choose to interact with a Zendesk customer through multiple channels. The key here is that an MAU is based on the active user, rather than the channels they use. This assumes that the active user has a unified profile meaning that we can recognize the same user across multiple channels.
Notification:
A notification is counted when message is sent using Sunshine Conversations' Notification API specifically. This is a a proactive/outbound message sent from the business to an end-user (example: WhatsApp Template Messages).
WhatsApp fees are concept billed to Zendesk directly and passed though to the business who incurred them. They are fees charged for every conversation and the rate varies depending on the use case and the end-user's country code.
This means that when an end-user messages the business, it is not a Notification because this is an inbound message.
You can check the Public Article for Sunshine Conversations in Suite.
I hope it helps,
How much do I pay if I exceed 1000 proactive/outbound messages? I'm confused about this billing. And how are incoming interactions charged?
Outgoing (Proactive) Messages:
- If you exceed 1000 outbound messages, you will need to pay additional charges. However, the specific charge per additional message is not directly stated on their pricing page. Consulting with Zendesk sales representatives would provide a more specific cost value for exceeding the limit.
Incoming Interactions:
- Incoming interactions are messages that do incur MAUs.
Although this information provides a general understanding of the billing, I recommend directly reaching out to Sunshine Conversation's Support or Sales team for an accurate pricing model specific to your usage, as they might have changed their pricing or have promotions available.
To get the most updated and precise information tailored to your account, you can contact Zendesk's support through their contact page.
Darenne
In short, then, are MAUs only charged in cases of proactive messages?
Regardless of the channel, if the user contacts us on their own, will they not be charged any type of MAUs?
The information about MAUs is still bad and incomplete and not even articles and webinars have been enough to understand.
Somos clientes professional e não encontrei como acessar a plataforma do Sunshine pelo painel de administração.
Christine Diego ~
I dont think so... and this is not feedback, it is a question that none of you answer correctly.
I asked a question in July and you responded in November!
This is not a sales thing.
I'm not asking about prices, but rather the native way of charging.
Gary Beichler can you please explain how do we define MAU and what kind of notifications are counted under 1000 outboud notification.
Can you clarify a case ( suite Enterprise customer)
1) We use native Zendesk integration for WhatsApp for 30K MAU
2) we start using SunCo API, and connect Viber channel with <1K MAU.
Will both channels count as SunCo MAU? Are we required to get SunCo Premier Enterprise?
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