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About Sunshine Conversations platform access and support



Edited Jun 21, 2024


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

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Cécile Delli Zotti

Zendesk Customer Care

Hi Renu,
 
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,

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How much do I pay if I exceed 1000 proactive/outbound messages? I'm confused about this billing. And how are incoming interactions charged?

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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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Darenne

Zendesk Customer Care

Hi Vinicius, Sunshine Conversations by Zendesk has a unique pricing model that entails charges for both outgoing as well as incoming messages.
 
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.

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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.

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Christine Diego

Zendesk Customer Care

Hi Vinicius,
 
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. 

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@... ~

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.

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Darenne

Zendesk Customer Care

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. 

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Somos clientes professional e não encontrei como acessar a plataforma do Sunshine pelo painel de administração. 

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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

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Megan Covens

Zendesk Product Manager

Hi Stefano,

If you have purchased either the MAU or Notification add-ons, you'll be able to see your usage in Admin Center. You'll find it at: Account -> Usage -> Conversations. If you haven't purchased the add-ons feel free to reach out to your rep or open a ticket and we'll be able to provide it to you. 

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