Monthly active users (MAUs) in Sunshine Conversations are calculated based on the number of unique end users who engage in conversations with your business each calendar month. This includes any sent or received messages or events between a unique end user and an agent or bot, or among a group of end users.
Typically, multiple interactions by the same user within a month are counted as a single MAU. However, if the system cannot recognize a user as the same unique visitor across different interactions, possibly due to using multiple channels or devices, the same user might be counted as multiple MAUs. Authenticated users are more likely to be recognized consistently, reducing the overall MAU count.
For more details, you can refer to the originalZendesk help article.
Certain events do not count towards your monthly active users (MAUs) in Sunshine Conversations. These include outbound messages, such as proactive messages, and when an end user simply joins the conversation or receives a message without further…
Managing and monitoring your monthly active users (MAUs) in Sunshine Conversations is straightforward. Every account starts with a baseline of 1,000 MAUs, and you can purchase additional MAUs in increments of 2,500 if needed. To monitor your usage,…
If you find that your usage exceeds the baseline of 1,000 monthly active users (MAUs) in Sunshine Conversations, you can purchase additional MAUs. These are available in increments of 2,500, allowing you to scale your usage according to your needs….
If you're using a legacy Sunshine Conversations plan, the calculation of monthly active users (MAUs) might differ from the current model. The legacy plans use a different usage model, which could impact how your MAUs are counted and billed. For…