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Freshchat by Freshworks is an AI-powered live chat and messaging platform that lets businesses engage customers across web, mobile, and social channels with bots and human agents.
Pricing
$1 to $25 / mo
Best for
Organizations that want an affordable, AI-augmented live chat and messaging platform tightly integrated with help desk, CRM, and ITSM tools to power omnichannel customer support.
Platforms
Web, iOS, Android
Free trial
Yes
Free plan
Yes
Headquarters
San Mateo, CA, USA
Company type
Public
The honest take
What reviewers love, and what to watch
A balanced view of Freshchat, drawn from public reviews and product research.
Pros
- Intuitive, easy-to-learn interface that lets agents get productive quickly without heavy training.
- Strong omnichannel support with web chat, mobile, email, WhatsApp, Facebook, Instagram and SMS all feeding into one inbox.
- No-code, multi-lingual chatbots that handle common questions and lead qualification, reducing agent workload.
- Deep integrations with other Freshworks products and popular CRMs and eu2011commerce platforms such as Salesforce, Shopify and Zendesk.
- Robust mobile apps and SDKs so both customers and agents can engage on the go within native iOS and Android experiences.
Cons
- Chatbot logic and customization options can feel limited for complex use cases; advanced flows often require workarounds or external services.
- Advanced reporting and analytics are less flexible than some competitors, with users wanting deeper, more granular insights.
- Mobile and web notifications are occasionally unreliable, leading to missed or delayed responses for some teams.
Where it fits
What teams use Freshchat for
- Website live chat support
- In-app and mobile customer support
- Proactive onboarding and lifecycle messaging
- Lead capture and qualification via chatbots
- Omnichannel social and messaging support
Key strengths
- Easy to deploy and configure, with a 14-day full-featured trial and pay-as-you-go cancellation model.
- Rich channel coverage and mobile capabilities, centralizing conversations from web, apps, and popular messaging platforms.
- Integrated AI (Freddy AI Agent and Copilot) that automates FAQs, summarizes conversations, and helps agents respond faster.
- Growing ecosystem of marketplace apps and data connectors for CRMs, BI tools, and data warehouses, enabling extensibility as teams scale.
Questions, answered
Frequently asked about Freshchat
The short version is on the surface. Open any question to go deeper.
Freshchat is Freshworks' AI-powered live chat and messaging platform that lets businesses engage customers across web, mobile apps, email, SMS and popular social messaging channels like WhatsApp, Instagram and Facebook Messenger. It combines a unified agent inbox, no-code chatbots, routing rules and analytics so support, sales and marketing teams can manage all customer conversations from one place.
Freshchat offers a Free plan for up to 10 agents, then paid plans starting with Growth at $19 per agent per month billed annually, Pro at $49, and Enterprise at $79 per agent per month billed annually. All plans include a 14-day free trial of the Enterprise tier, and optional Freddy AI Agent and Copilot add-ons are billed based on bot sessions and agents. Monthly and annual billing are available.
Key Freshchat features include omnichannel messaging across web, in-app, email, SMS, WhatsApp, Facebook, Instagram and Google Business Messages; a unified team inbox with routing and SLAs; AI chatbots and Freddy AI Copilot; proactive campaigns; in-widget FAQs and knowledge base search; analytics and CSAT surveys; mobile SDKs and agent apps for iOS and Android; and a marketplace of integrations with tools like Salesforce, Shopify, Slack, Zendesk and more.
Freshchat's primary competitors in the live chat and chatbot space include Intercom, Zendesk Suite (with Zendesk messaging), Drift and LiveChat, along with other SMB-focused chat tools such as Tidio or Crisp in some segments. These products all offer website chat and automation, but differ in depth of AI, breadth of channel coverage, and how tightly they integrate with broader help desk or CRM suites.
Yes. Freshchat is well-suited to small and midsize businesses thanks to its free plan for up to 10 agents, simple per-agent pricing, and relatively quick setup. Smaller teams can start with basic website chat and email, then gradually add channels like WhatsApp and Facebook Messenger, automation, and integrations as they grow, without needing a large IT staff or developers to maintain the system.
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