Kayako vs Smooch (Sunshine Conversations)

Kayako and Smooch (now Sunshine Conversations) represent two distinct philosophies in customer support technology. Kayako offers a traditional helpdesk approach with robust ticketing and knowledge base features, while Smooch specializes in conversational messaging across multiple channels.

Understanding their core differences is crucial for teams deciding between structured support workflows versus flexible messaging experiences.

Kayako excels in traditional support scenarios with its robust ticketing system, comprehensive knowledge base, and detailed customer history tracking. Its workflow automation and SLA management make it ideal for structured support operations.

Smooch shines in conversational support with its unified messaging platform that seamlessly connects WhatsApp, Facebook Messenger, SMS, and web chat. Its strength lies in maintaining conversation context across channel switches.

The key differentiator is approach: Kayako structures interactions as tickets, while Smooch treats them as ongoing conversations.

Kayako uses per-agent pricing starting around $15/month per agent, with costs scaling based on features and agent count. Enterprise features require higher-tier plans.

Smooch operates on a conversation-based pricing model, charging per active conversation rather than per agent. This can be more cost-effective for teams handling high-volume, short interactions.

Consider your interaction patterns: frequent, brief conversations favor Smooch's model, while complex, long-term cases suit Kayako's per-agent structure.

Choose Kayako if you need comprehensive helpdesk functionality with strong reporting and traditional ticket management. Choose Smooch if conversational messaging and seamless channel switching are your priorities.

Choose Kayako if: You need traditional helpdesk features, detailed reporting, and structured ticket workflows for complex support cases.

Choose Smooch if: Your focus is on conversational messaging, omnichannel communication, and maintaining context across multiple platforms.

For teams seeking a modern alternative, Converge offers comprehensive customer support features at $49/month flat rate, combining the best of both structured conversation management and conversational support without per-agent fees.