Freshchat at a glance

Starting price: $19/agent/mo (Growth)
Free plan: Yes
Platforms: Web, Mobile, API

What is Freshchat?

Freshchat is Freshworks' customer messaging platform, combining live chat, AI bots powered by Freddy and omnichannel conversations across web, WhatsApp, Instagram and SMS in a single shared inbox. It fits teams that want one place for every customer conversation rather than separate tools per channel, and it connects naturally to the wider Freshworks suite.

Two things govern the real cost. The free plan supporting ten agents is one of the strongest entry points in the category and includes an allocation of free Freddy sessions, but beyond that Freddy is billed per session at a reported $0.49 each, which meters separately from your agent seats. And a session is counted whether or not the bot successfully resolves anything, so a poorly tuned knowledge base costs money while delivering nothing, making content quality a direct cost lever.

Key Features

Freddy AI Chatbot for Tier 1 AutomationOmnichannel Inbox (Web, WhatsApp, Instagram, Messenger, SMS, Email)IntelliAssign Load-Based RoutingAI Agent Copilot with Reply SuggestionsNo-Code Bot BuilderMultilingual Intent Detection (30+ Languages)SLA Management & Escalation RulesTeam Inbox with Collaboration FeaturesiOS & Android Mobile AppsProactive Messaging & CampaignsFreshworks Suite Integration (Freshdesk, Freshsales)Advanced Analytics & CSAT ReportingCustomer Journey TrackingAPI & 400+ App Marketplace IntegrationsGDPR & Data Privacy Compliance

Integrations

Customer Support

Freshdesk

CRM

FreshsalesHubSpotSalesforce

Communication

SlackWhatsApp

Social Media

Instagram

Automation

Zapier

Analytics

Google Analytics

E-commerce

Shopify

How to Use Freshchat

1Sign up for a free Freshchat account (up to 10 agents)

2Install the Freshchat widget on your website or app

3Connect WhatsApp, Instagram, or other messaging channels

4Build your Freddy AI bot using the no-code builder

5Go live and manage all conversations in the shared inbox

Who is Freshchat for?

✅ Best For

Growing digital businesses and e-commerce brands already using Freshworks tools like Freshdesk or Freshsales who want a tightly integrated messaging and AI support layer without adding a new vendor.
Customer support teams that need a unified inbox managing web chat, WhatsApp, Instagram, email, and SMS in one place with AI-powered routing, copilot assistance, and SLA tracking built in.

❌ Not For

Teams looking for a standalone AI bot builder with deep customisation options, open-source flexibility, or multi-LLM support as Freshchat's Freddy AI runs on Freshworks' own models and does not support custom LLM integrations.
Large enterprise teams needing advanced enterprise SSO, complex RBAC, or cutting-edge LLM-native voice capabilities as these features are limited compared to enterprise-first platforms like Intercom or Genesys.

Reviews

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Pricing

Is Freshchat free? Yes, there is a free plan. Paid plans start at $19/agent/mo (Growth).

Free$0

✓10 agents
✓basic live chat
✓limited bot sessions

Growth$19/agent/mo

✓All channels
✓500 Freddy AI sessions
✓basic analytics

Pro$49/agent/mo

✓Advanced analytics
✓skill-based routing
✓live translate

Enterprise$79/agent/mo

✓Custom roles
✓advanced AI
✓dedicated support

Prompts to Try

I need help with my recent order

How do I update my billing information?

What are your support hours?

I want to upgrade my plan

Connect me to a human agent

Use Cases

A fashion e-commerce brand connects Freshchat to their Instagram and website simultaneously, allowing Freddy AI to handle sizing and shipping questions across both channels from a single inbox, reducing agent-handled tickets by 40%.

A SaaS company uses Freshchat's proactive messaging feature to trigger an in-app message when a user has not completed setup after 24 hours, with Freddy AI offering guided help and increasing activation rates by 18%.

A travel booking platform enables Freshchat's live translation feature on their Pro plan so agents can respond to customers in Spanish, German, and French in real time without needing multilingual staff.

A Freshdesk customer adds Freshchat to their existing workflow in under an hour using native integration, giving their support team a live chat channel that automatically converts unresolved chats into Freshdesk tickets.

An HR software company uses Freshchat to build a Freddy AI bot trained on their onboarding documentation that answers new employee questions about benefits, policies, and tools during their first week, freeing the HR team from repetitive enquiries.