FreshChat
Conversational marketing software
Chatbots software
Live chat software
Customer self-service software
Social customer service software
Conversational support software
Agentic AI software
AI agents
AI customer support agents software
Conversational intelligence software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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$19 per agent per month
Free TrialFree version
Small
Medium
Large
- Information technology and software
- Retail and wholesale
- Education and training
What is FreshChat
Freshchat is a customer messaging and live chat product used to support and engage customers across web, mobile, and messaging channels. It is typically used by support and service teams to manage inbound conversations, route chats to agents, and automate common requests with bots and self-service flows. The product is part of the Freshworks customer service platform and is commonly deployed alongside ticketing and knowledge base capabilities. It emphasizes unified agent inbox workflows and automation for faster handling of high-volume conversations.
Omnichannel agent inbox
Freshchat consolidates conversations from web chat, in-app chat, and supported messaging channels into a single workspace for agents. This helps teams maintain context and reduce tool switching when handling multiple concurrent chats. Routing, assignment, and internal collaboration features support queue-based operations. It fits organizations that want chat tightly connected to broader customer service workflows.
Automation and chatbot support
Freshchat includes bot and automation capabilities to deflect repetitive questions and collect information before handing off to an agent. Teams can use automated flows for triage, FAQs, and basic transactional support, which can reduce first-response workload. Handoff to human agents is designed to preserve conversation context. This is useful for scaling support without increasing headcount proportionally.
Freshworks ecosystem integration
Freshchat integrates natively with other Freshworks products, which can simplify deployment for teams already using the vendor’s service desk or CRM tools. Shared customer profiles and conversation history can improve continuity across chat and ticket-based support. Administration, user management, and reporting can be centralized within the broader platform. This can reduce integration effort compared with assembling separate point solutions.
Advanced AI agent maturity varies
While Freshchat supports bots and AI-assisted workflows, fully autonomous “agentic” behavior often depends on configuration, connected knowledge sources, and governance. Organizations expecting end-to-end resolution across complex scenarios may need additional process design and human oversight. Some advanced conversational intelligence use cases can require complementary analytics or data tooling. Results can vary based on content quality and integration depth.
Channel coverage depends on plan
Not all social and messaging channels are available or equally feature-complete in every edition and region. Teams with strict requirements for specific social networks, voice, or deep contact-center functionality may need additional products. This can increase total cost and operational complexity. Buyers should validate channel availability, SLAs, and regional support before standardizing.
Reporting depth can be limiting
Out-of-the-box dashboards cover common chat metrics, but deeper conversation analytics and custom reporting may require exports or external BI. Complex attribution for conversational marketing and multi-touch journeys can be difficult to model solely within the product. Large teams may also want more granular workforce and quality management analytics. This can lead to reliance on additional tooling for advanced insights.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Free | $0 — For up to 10 agents | Website live chat, email, and a unified agent workspace. Permanently free tier (limited to up to 10 agents). |
| Growth | $19/agent/month (billed annually) | Everything in Free plus WhatsApp, Facebook Messenger and other channels, real-time dashboards. Includes the trial allocation of Freddy AI Agent sessions (see notes). |
| Pro | $49/agent/month (billed annually) | Everything in Growth plus custom dashboards, advanced routing mechanisms, and multiple SLA policies. |
| Enterprise | $79/agent/month (billed annually) | Everything in Pro plus skills-based assignments, additional security & admin features, and enterprise controls. |
Notes on add-ons & AI: Freddy AI Copilot — $29/agent/month (billed annually) as an add-on. Freddy AI Agent sessions: first 500 sessions included (trial); additional sessions available at $49 per 100 sessions. Freshcaller (telephony) add-on pricing shown on the page: starting from $15/agent/month (Growth), $39/agent/month (Pro), $69/agent/month (Enterprise).
Seller details
Freshworks Inc.
San Mateo, CA, USA
2010
Public
https://www.freshworks.com/
https://x.com/FreshworksInc
https://www.linkedin.com/company/freshworks-inc/
