Smooch (Sunshine Conversations) vs Zendesk Chat
Converge Team
Side-by-side comparison for 2026
| Feature | Smooch (Sunshine Conversations) | Zendesk Chat |
|---|---|---|
| Starting Price | From $115/seat/mo | From $89/seat/mo |
| Best For | Existing Zendesk customers needing omnichannel messaging | Large support teams needing comprehensive ticketing integration |
| Standout Feature | Deep integration with Zendesk ecosystem | Deep integration with Zendesk Support platform |
| Free Plan | ✗ | ✗ |
| G2 Rating | 4.2 | 4.2 |
Smooch (now Sunshine Conversations) and Zendesk Chat both belong to the Zendesk ecosystem but serve different purposes. Smooch focuses on omnichannel messaging across multiple platforms like WhatsApp, Facebook Messenger, and SMS, while Zendesk Chat specializes in website-based customer support conversations.
Understanding their complementary roles within Zendesk's broader platform helps determine which tool fits your specific communication needs.
Feature Comparison
Smooch excels in connecting multiple messaging channels into unified conversations. It supports WhatsApp Business, Facebook Messenger, Instagram, SMS, and custom messaging apps through APIs. Features include message routing, bot integration, and cross-platform conversation continuity.
Zendesk Chat provides sophisticated website chat with proactive messaging, visitor tracking, and real-time typing indicators. It offers comprehensive analytics on chat volume, response times, and customer satisfaction scores.
Smooch enables businesses to meet customers on their preferred platforms, while Zendesk Chat optimizes website conversion through strategic chat placement and timing.
Pricing Comparison
Smooch pricing starts at $60/month for basic omnichannel messaging, with higher tiers reaching $180/month for advanced features. Additional costs apply for high-volume messaging on platforms like WhatsApp.
Zendesk Chat begins at $14/month per agent, scaling to $59/month for premium features. Pricing is straightforward with no message volume restrictions.
Smooch costs more due to omnichannel complexity, while Zendesk Chat offers predictable pricing for standard web chat needs.
Smooch (Sunshine Conversations)
Pros
- ✓ Strong Zendesk integration
- ✓ Good channel coverage
- ✓ Mature platform
Cons
- ✗ Per-agent pricing gets expensive
- ✗ Complex setup process
- ✗ Limited customization options
Zendesk Chat
Pros
- ✓ Strong brand recognition
- ✓ Comprehensive support suite
- ✓ Good integrations
Cons
- ✗ Per-agent pricing gets expensive
- ✗ Limited to web chat only
- ✗ No social media messaging
Verdict
Choose Smooch if you need omnichannel messaging across social platforms and messaging apps. Choose Zendesk Chat if your focus is website visitor engagement and traditional support chat functionality.
Choose Smooch if: Your customers communicate across multiple messaging platforms, you need unified omnichannel conversations, or your business operates in regions where WhatsApp and social messaging dominate.
Choose Zendesk Chat if: Your primary need is website chat optimization, you want seamless integration with Zendesk Support, or you prefer simpler implementation and pricing.
For businesses seeking both omnichannel messaging and website chat capabilities without platform restrictions, Converge at $49/month flat offers unified communication tools that work across all channels without per-message or per-platform fees.
Looking for more options? Browse all 750+ platform comparisons, or see all Smooch (Sunshine Conversations) comparisons and all Zendesk Chat comparisons.