Zendesk Sunshine Conversations

Zendesk Sunshine Conversations
Formerly Smooch.io

Score 7.8 out of 10
Zendesk Sunshine Conversations


What is Zendesk Sunshine Conversations?

Zendesk's Sunshine Conversations (formerly Smooch.io) lets users unify messages from every channel into a single conversation, and build interactive messaging experiences anywhere. Smooch was acquired by Zendesk in May 2019.
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What is Zendesk Sunshine Conversations?

Zendesk's Sunshine Conversations (formerly Smooch.io) lets users unify messages from every channel into a single conversation, and build interactive messaging experiences anywhere. Smooch was acquired by Zendesk in May 2019.

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  • Premium Consulting / Integration Services

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Product Details

What is Zendesk Sunshine Conversations?

Zendesk's Sunshine Conversations (formerly Smooch.io) lets users unify messages from every channel into a single conversation, and build interactive messaging experiences anywhere. Smooch was acquired by Zendesk in May 2019.

Zendesk Sunshine Conversations Integrations

Zendesk Sunshine Conversations Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Reviews and Ratings



(1-5 of 5)
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Deepa Kumari | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Zendesk Sunshine allows us to communicate more effectively with our customers. Zendesk Sunshine is an omnichannel chat platform that can be easily integrated with any platform. This platform allows us to track support messages from clients. From a low 10% user engagement rate, we are now a high 57% engagement rate.
  • Creating support ticket
  • Distributing tickets among agents
  • Integration
  • Pricing
  • Customer Support
  • Managing Aadmin center
We are using bots in our organization. Automated workflows and triggers in Zendesk Sunshine help us to distribute the right issue to the right agent automatically. Zendesk Sunshine helps us to collect customer information and queries when our agents are not online. By doing this we eliminate the possibility of missing any leads and our customer service team ensures every problem is solved.
  • Interacting dynamically with customers.
  • Bussiness system intgeration
  • Social Media Integration
  • Increased Sales
  • Reduce operational cost
  • Improve support
First and foremost, we are able to send responses quicker. In the past, a team member had to go out every morning and share queries. That meant we would take almost 24 hours to respond. Now with Zendesk Sunshine, we had automated the conversations.
Score 6 out of 10
Vetted Review
Verified User
We mainly use Zendesk to improve our customer support experience ensuring the right people are involved in the right conversations while keeping everything integrated in our own business systems. This help our support team and customers get the right information in the right time. Zendesk has significantly reduced operating costs when onboarding new users and decreased our churn rate because of a better customer experience. It's easy to implement Finally, the support team is always kind and helpful.
  • Engage customer experiences
  • Integrate with your most important systems
  • Accompany customers across their journey
  • More integrations
  • Support time
  • A few glitches
Is a cost-effective platform that will help you to have a better communication with your customers and users. Easy to integrate with most common platforms with key reporting features if you care for customer experience. In terms of compliance, does a great job on the ability to check customer data and where is stored, for GDPR this was a key feature.
  • Compliance
  • Reduce pain points
  • Automate our onboarding process
  • Provide help in multiple channels
  • Reduced onboarding costs
  • Reduced operative costs
  • Replaced other alternatives under one single solution
  • Intercom
We were able to reduce our monthly license cost in nearly 50% which is key on emerging markets and being a startup with a reliable solution that integrates with most of our internal systems. Support and documentation in spanish was also a key factor in our case as we are based in Latam and not all of our developers and team members are fluent in english.
Score 6 out of 10
Vetted Review
Verified User
We use Zendesk Sunshine Conversations (formerly Smooch) to communicate with our IT customers and for our Help Desk Team. Being able to have an effective mode of communication is extremely important when you are trying to diagnose an IT issue and its part of our revenue model. This connects every piece for us and our clients and creates a happy environment.
  • Connects all customer data
  • Easy to connect
  • Easy to use reporting
  • Could use better use-case icons
  • Support isn't quick to reply
  • Difficult to find archived tickets
Zendesk Sunshine Conversations (formerly Smooch) would be well suited for the companies who have mission critical conversations with their customers and need to be able to document and track everything for reporting purposes, such as a Help Desk, like we have in place. It wouldn't be suited for people who have to consistently go back to previously tracked tickets to re-open.
  • User friendly
  • Easy reporting
  • Customer Morale is Boosted
  • ROI is positive
  • Employee Morale is high
  • Leadership can effectively monitor numbers for KPIs
Zendesk Sunshine Conversations (formerly Smooch) was much less expensive than Salesforce Service Cloud. Though the integration with our existing Salesforce would have been better and could have provided better analytics, our service hub for IT is not currently connected to our normal applications. In the future, it may be better to upgrade to Salesforce, however, this is a great solution for us as we grow our IT offerings.
Mohammad Rashid Raza | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We are using Zendesk Sunshine Conversations as a chatbot and integrating it with our portal to make communication easy for our website users. Zendesk implementation helped us easily answer the basic queries of users using chatbot this way we minimize the calls to our customer care representatives and save the effort and cost.
  • Provide convenient service 24x7
  • Lower the burden of employees and serve more users at a time
  • Everything I found good, no improvement as of now
Make the user interaction more perfect, easy and instant and reply to users via messaging and chatbot for frequently asked questions and some common questions which frequently asked by users.
  • Instant messaging
  • Answer bot to automatically send email, chat, message on slack
  • Overall I have great experience with Zendesk Sunshine Conversations
Zendesk Sunshine Conversations is very easy to implement and customize, as a developer I did the things quickly with the help of their official doc. Customer support of Zendesk Sunshine Conversations is also very good and their technical staffs are highly skilled to solve implementation issue instantly.
Score 9 out of 10
Vetted Review
Verified User
We have been users of Zendesk Sunshine Conversations (formerly Smooch) for tech support for more than 8 years, and when we found out that Zendesk Sunshine Conversations (formerly Smooch) was coming out with a formal messaging solution for WhatsApp and similar messaging services, we asked for a test drive. We have been using it for 3 months and it has helped us with our requirements as far as contacting users via text messages.
  • WhatsApp Integration
  • Support Tickets via Text
  • Live chats
  • Integration with ZenDesk
  • Integration with Salesforce
  • Usage Report Generation
  • Support for special characters (ñ and accents)
  • Better integration with exsiting tickets in ZenDesk
  • Android App is lacking
  • Support for mobile browsers
  • Support for iOS devices
I guess it depends if you are already using ZenDesk for your tech support, then it is a no brainer, easy integration and support, sending text messages from inside tickets, etc., it makes a lot of sense to use Conversations if you already have ZenDesk up and running. If this is your first foray into this type of solutions, you might look elsewhere since it is not cheap and it is still lacking in some areas
  • ZenDesk Integration
  • Live Messaging
  • Productivity reports
  • It will get better with time, the same thing happened with ZenDesk at the beginning
  • Add another way of contacting our users
  • Add more detail to our tech support tickets
  • Offload some of the follow up requirements from the engineer to the coordinator
We tried it when it came out but it is not the type of platform that we require. We need integration into our existing tech support solution, and WhatsApp for Business did not have it. When ZenDesk came out with Conversations we tried it out and it did most of what we needed, so we moved to that.
Salesforce CMS, Jira Software, Microsoft 365 (formerly Office 365)
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