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.
4 Comments
Gary Beichler can you please explain how do we define MAU and what kind of notifications are counted under 1000 outboud notification.
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?
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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