Freshchat

Customer wow starts with a chat. freshworks.com

Live Chat & Chatbots 4.2 (25 reviews)

2010 Founded

1001-5000 Employees

75,000+ Customers

San Mateo, CA, USA Headquarters

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Quick Facts

✓ Free Trial

Website

freshworks.com →

Pricing Model

tiered

Free Trial

14 days

Company Type

public

Phone

(866) 832-3090

Address

2950 S Delaware St Suite 201, San Mateo, CA 94403 →

Business Type

Software company

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About Freshchat

Freshchat is the conversational engagement and live chat product from Freshworks Inc. (NASDAQ: FRSH), a public SaaS company founded in 2010 and headquartered in San Mateo, California. Freshworks focuses on customer and employee experience software, including Freshdesk, Freshservice, Freshsales, and Freshchat, and serves tens of thousands of organizations worldwide. en.wikipedia.org

Originally introduced as Freshdesk Messaging and later rebranded, Freshchat was built to modernize legacy live-chat tools with a messaging-first experience similar to consumer apps like WhatsApp and Facebook Messenger. It combines real-time chat, asynchronous messaging, and AI-powered chatbots so businesses can handle support, sales, and marketing conversations from a single unified workspace. freshworks.com

The platform supports web chat, in-app messaging, email, SMS, WhatsApp, Instagram, Facebook Messenger, and Google Business Messages, all routed into a shared inbox with routing rules, IntelliAssign load-based distribution, SLAs, and collaboration features. AI is embedded through Freddy AI Agent and Freddy AI Copilot to automate resolutions, deflect FAQs, summarize threads, and recommend responses, reflecting Freshworks’ broader strategy to position itself as an AI-first customer service vendor. freshworks.com

Freshchat competes with products like Intercom, Zendesk Suite, Drift, and LiveChat, but differentiates itself with a generous free plan, tight integration with the rest of the Freshworks suite, and transparent per-agent pricing plus usage-based AI add-ons. It is widely adopted by digital-first businesses across e-commerce, SaaS, and services, and is marketed as suitable for small businesses through to large enterprises that want scalable, AI-augmented conversational support. freshworks.com

Key Features

Omnichannel messaging - manage conversations from website chat, in-app widgets, email, SMS, WhatsApp, Facebook Messenger, Instagram, and Google Business Messages in a single inbox. freshworks.com

AI-powered chatbots (Freddy AI Agent) - build no-code bots to answer FAQs, collect data, qualify leads, and hand off seamlessly to agents, with support for multi-lingual flows. freshworks.com

Unified agent workspace - team inbox with full conversation history, customer profile, and context across channels, plus internal notes and collision detection. freshworks.com

IntelliAssign & routing - automatic assignment of conversations to the right agent or group based on skills, load, and routing rules, with Omniroute options in higher tiers. g2.com

Proactive campaigns - send targeted, event-based messages and in-app nudges for onboarding, promotions, and re-engagement using segmentation and user events. reliablesoft.net

Rich messaging & media - support for file attachments, images, carousels, quick-reply buttons, and voice notes (on channels like WhatsApp) to enable interactive experiences. crmsupport.freshworks.com

Knowledge base & FAQ integration - surface help-center articles directly inside the messenger and let bots recommend relevant content before escalating to agents. partnersupport.freshworks.com

Analytics & reporting - dashboards for conversation volume, response times, CSAT, agent performance, and bot performance, plus APIs for historical and real-time metrics. freshworks.com

CSAT surveys - collect post-conversation customer satisfaction ratings and feedback, including via API for programmatic CSAT updates. developers.freshchat.com

Business hours & SLAs - configure group-level business hours, multiple SLA policies (Pro+), and monitor breaches from within analytics. developers.freshchat.com

Mobile SDKs - embed Freshchat directly into native iOS and Android apps with a customizable in-app chat experience. developers.freshchat.com

Agent mobile apps - iOS and Android apps for agents to receive push notifications, reply to conversations, and share FAQs on the go. apps.apple.com

Marketplace & connectors - extend Freshchat with apps for Salesforce, HubSpot, Zoho, Power BI, Redshift, Playvox, Calendly, and more via the Freshworks Marketplace. freshworks.com

Security & roles - role-based access control, conversation-level permissions, business-hours-aware routing, and enterprise-grade security inherited from the Freshworks platform. developers.freshchat.com

Freddy AI Copilot - generative AI assistant for agents to summarize threads, draft responses, and surface relevant knowledge in-context. globenewswire.com

Best For

Company Size

smb mid-market enterprise

Industries

E-commerce & Retail SaaS & Technology Financial Services Travel & Hospitality Healthcare

Use Cases

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

FAQ

What is Freshchat?

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. freshworks.com

How much does Freshchat cost?

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. freshworks.com

What are the main features of Freshchat?

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. freshworks.com

Who are Freshchat's main competitors?

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. g2.com

Is Freshchat good for small businesses?

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. freshworks.com

Customer Reviews

4.2 out of 5

Based on 25 Google reviews

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