LiveAgent vs Smooch (Sunshine Conversations)
Converge Team
Side-by-side comparison for 2026
| Feature | LiveAgent | Smooch (Sunshine Conversations) |
|---|---|---|
| Starting Price | From $49/seat/mo | From $115/seat/mo |
| Best For | Traditional customer service teams needing comprehensive help desk functionality with phone support | Existing Zendesk customers needing omnichannel messaging |
| Standout Feature | Comprehensive all-in-one platform combining help desk, live chat, and call center in a single solution | Deep integration with Zendesk ecosystem |
| Free Plan | ✓ | ✗ |
| G2 Rating | 4.5/5 | 4.2 |
LiveAgent delivers a traditional helpdesk experience with integrated ticketing, phone support, and agent management tools. Smooch (now Sunshine Conversations) focuses on conversational messaging across multiple channels with strong automation and bot integration capabilities.
The fundamental difference lies in approach - LiveAgent emphasizes structured support workflows while Smooch prioritizes seamless conversational experiences across messaging platforms.
Feature Comparison
LiveAgent provides robust ticket management, built-in phone system, time tracking, and comprehensive SLA monitoring. It includes customer portal functionality, forum integration, and detailed performance analytics for support teams.
Smooch excels in conversational messaging with intelligent routing, chatbot integration, and seamless handoffs between automated and human agents. It offers advanced message orchestration, conversation history preservation, and powerful webhook capabilities.
LiveAgent focuses on traditional support metrics and agent productivity, while Smooch emphasizes conversation continuity and modern messaging experiences across platforms like WhatsApp, Facebook Messenger, and SMS.
Pricing Comparison
LiveAgent maintains simple per-agent pricing starting at $15/month for basic features, scaling to $39/month for advanced capabilities including API access and premium integrations.
Smooch uses conversation-based pricing starting at $89/month for up to 500 conversations, with additional charges for higher volumes, premium channels, and advanced automation features. Enterprise plans require custom pricing.
LiveAgent offers predictable costs based on team size, while Smooch's conversation-based model can vary significantly depending on customer interaction volume and channel usage.
LiveAgent
Pros
- ✓ Extensive feature set with 188+ capabilities
- ✓ Strong call center functionality with unlimited recordings
- ✓ Mature platform with robust reporting and analytics
Cons
- ✗ Per-agent pricing can become expensive for larger teams
- ✗ Complex interface may overwhelm users focused on messaging
- ✗ Social media integrations require additional fees on lower tiers
Smooch (Sunshine Conversations)
Pros
- ✓ Strong Zendesk integration
- ✓ Good channel coverage
- ✓ Mature platform
Cons
- ✗ Per-agent pricing gets expensive
- ✗ Complex setup process
- ✗ Limited customization options
Verdict
Choose LiveAgent for comprehensive helpdesk operations with traditional support features and agent-focused tools. Choose Smooch for modern conversational support with advanced automation and multi-channel messaging integration.
Choose LiveAgent if: You need traditional helpdesk functionality with comprehensive agent tools, phone support integration, and prefer predictable per-agent pricing for structured support operations.
Choose Smooch if: You prioritize modern conversational experiences, need advanced automation capabilities, and want seamless integration across multiple messaging platforms with intelligent routing.
For teams seeking powerful conversational features without complex pricing models or conversation limits, Converge offers an attractive solution at $49/month flat rate, combining modern messaging capabilities with straightforward pricing.
Looking for more options? Browse all 750+ platform comparisons, or see all LiveAgent comparisons and all Smooch (Sunshine Conversations) comparisons.