About monthly active users for Sunshine Conversations

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<span class="notetitle">Note:</span> Any Sunshine Conversations Monthly Active Users generated to connect the Ultimate product to Zendesk will not be considered a billable SunCo MAU. If the Sunshine Conversations Service is used to connect a third-party endpoint to the conversation or for Advanced Integrations then all MAUs will be considered billable.</div>
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<p class="p" dir="ltr">For customers using Sunshine Conversations to manage and automate their conversation channels, usage is measured by identifying the number of monthly active users (MAUs) who engage with your business across conversations.</p>
<p class="p" dir="ltr">This article provides an overview of the MAU pricing model for current Sunshine Conversations users. It includes information about calculating MAUs, monitoring your usage, and purchasing additional MAUs if needed.</p>
If you’re using a legacy Sunshine Conversation plan, MAUs are calculated using a different usage model. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5514407356954#topic_uny_ffc_pt" rel="noopener" target="_blank">legacy Sunshine Conversations plans</a> for more information.</div>
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<p class="p">This article includes the following sections:</p>
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<ul class="ul" id="Sunco_MAUs__ul_tvn_p3w_xzb">
<li class="li"><a class="xref" href="#topic_jpj_fs5_xzb">How are monthly active users calculated?</a></li>
<li class="li"><a class="xref" href="#topic_w3p_fs5_xzb">Managing monthly active users</a></li>
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<h2 class="title topictitle2" id="ariaid-title2">How are monthly active users calculated?</h2>
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<p class="p" dir="ltr">Monthly active users are the total number of end users engaged in any number of sent or received messages or events with your Sunshine Conversations integration each calendar month.</p>
<p class="p" dir="ltr">An MAU is counted when a sent or received message or event occurs between:</p>
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<ul class="ul" id="topic_jpj_fs5_xzb__ul_onm_ms5_xzb">
<li class="li" dir="ltr">A unique end user and an agent or bot</li>
<li class="li" dir="ltr">A unique group of end users and an agent or bot</li>
<li class="li" dir="ltr">A unique group of end users</li>
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<p class="p" dir="ltr">In most cases, multiple interactions by a single user in the same calendar month will be considered a single MAU. However, in some circumstances, the system cannot identify a user as the same unique visitor over multiple interactions. This results in the same user’s visits being counted as multiple MAUs, often when the user interacts with multiple channels, browsers, or devices.</p>
<p class="p" dir="ltr">Authenticated users are more likely to be recognized as the same unique user over multiple interactions, resulting in a lower overall MAU count.</p>
<p class="p" dir="ltr">Events that <em class="ph i">do not</em> incur an MAU include:</p>
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<li class="li" dir="ltr">Outbound messages, including proactive messages.</li>
<li class="li" dir="ltr">An end user joining the conversation or receiving a message.</li>
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<h2 class="title topictitle2" id="ariaid-title3">Managing monthly active users</h2>
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<p class="p" dir="ltr">All accounts using Sunshine Conversations receive a baseline of 1,000 MAUs. You can purchase add-on packs to add MAUs to your account, notification packs, and support plans.</p>
To use additional MAU or notifications, you must purchase usage add-ons sold in increments of 2,500 MAU and 25,000 notifications, respectively. For more information, see <a class="xref" href="https://www.zendesk.com/pricing/#everyone" rel="noopener" target="_blank">Pricing Plans</a> and <a class="xref" href="https://www.zendesk.com/platform/conversations/premier-plans/" rel="noopener" target="_blank">Premier Plans</a>.</div>
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<h3 class="title topictitle3" id="ariaid-title4">Monitoring your MAU usage</h3>
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<p class="p">If you have purchased either the MAU or Notifications usage add-on, you can view your current MAU and Notification counts on the Conversations usage page.</p>
<p class="p"><strong class="ph b">To view your MAU usage</strong></p>
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<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" rel="noopener" target="_blank">Admin Center</a>, click <img class="image" id="topic_cft_ks5_xzb__d7e327" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png"></span> <strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Usage &gt; Conversations</strong>.</li>
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<h3 class="title topictitle3" id="ariaid-title5">Adding MAUs to your account</h3>
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<p class="p">To purchase additional MAUs, please reach out to your sales representative.</p>
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