Freshchat

Freshchat is a customer messaging and live-chat platform from Freshworks designed to help businesses communicate with customers across websites, mobile applications, email, social messaging, and other digital channels. It combines live chat, shared team inboxes, conversational bots, automation, analytics, and AI-powered support features in one platform. Freshworks says Freshchat is trusted by more than 50,000 businesses worldwide.

Freshchat is designed for customer service, sales, and marketing teams that need to manage customer conversations without switching between multiple applications. Agents can communicate through supported channels from a unified workspace while maintaining conversation history and customer context.

AI-Powered Customer Support

Freshchat uses Freddy AI to add artificial intelligence to customer conversations. Its AI capabilities include Freddy AI Agent, Freddy AI Copilot, and Freddy AI Insights. The AI Agent is designed to provide 24/7 automated customer support and resolve routine customer requests through conversational interactions.

Freddy AI Agent can be deployed across supported customer channels and is intended to provide self-service assistance without requiring a human agent for every interaction. Freshworks states that its AI Agent can deflect up to 86% of customer requests.

Live Chat and Omnichannel Messaging

Freshchat provides a chat widget for websites and mobile applications, allowing companies to communicate with customers in real time. Depending on the plan, businesses can also connect email, Facebook, Instagram, SMS, WhatsApp, LINE, and Google Business Messages.

The platform is built around omnichannel conversations, allowing customer interactions to be managed from a centralized team inbox. This helps support teams maintain conversation context even when customers use different communication channels.

Freshchat also supports Bring Your Own Channel (BYOC) through APIs, allowing organizations to connect preferred messaging channels that are not available as standard integrations.

Chatbots and Automation

Freshchat includes tools for creating conversational bots and automated customer journeys. Its bot capabilities are designed to provide self-service, answer frequently asked questions, collect information, route customers, and transfer conversations to human agents when necessary.

Freshworks highlights no-code chatbot deployment, making it possible for businesses to create and launch conversational experiences without extensive programming.

Agent Productivity

Freshchat provides features designed to help customer-service agents work more efficiently. Freddy AI Copilot can assist agents by summarizing issues, suggesting next steps, handling repetitive tasks, and improving the tone of responses.

The platform also provides features such as intelligent routing, agent availability dashboards, multiple SLA policies, shared inboxes, roles and permissions, and reporting dashboards. These capabilities help organizations coordinate support teams and manage customer conversations at scale.

Analytics and Reporting

Freshchat includes reporting and dashboard capabilities for monitoring customer conversations and support operations. Higher plans provide more advanced reporting features, including custom dashboards and reporting.

Analytics is also available as an add-on, priced separately according to Freshworks’ current pricing structure.

Multilingual Conversations

Freshchat supports multilingual customer conversations. Its current Pro plan includes multilingual conversations, allowing businesses to translate incoming and outgoing communications with customers in 45+ languages. Freshworks also documents multilingual bot functionality supporting more than 40 languages.

Freshchat has also previously supported real-time translation across more than 100 languages through its Mobile SDK, although language availability varies by feature and product component.

Integrations

Freshchat connects with a large ecosystem of business applications through the Freshworks Marketplace. Freshworks currently states that its Marketplace provides more than 1,000 ready-to-install integrations, while another Freshchat product page highlights 650+ marketplace apps specifically for Freshchat.

Featured integrations include Shopify, Salesforce, Slack, Jira, and Five9. Freshchat also provides connector apps for services such as Salesforce, Pipedrive, and Microsoft Dynamics 365. APIs and low-code tools can be used to build custom integrations and workflow automations.

Pricing

Freshchat uses a subscription-based pricing model with Free, Growth, Pro, and Enterprise plans.

The Free plan costs $0 for up to 10 agents. Growth costs $19 per agent per month when billed annually, Pro costs $49 per agent per month annually, and Enterprise costs $79 per agent per month annually. Freshworks also offers monthly billing at different rates.

Freddy AI Agent is available as an add-on at $49 per 100 sessions, with the first 500 sessions included according to the current pricing page. Freddy AI Copilot is available at $29 per agent per month when billed annually on applicable plans. Analytics and connector tasks are also available as paid add-ons.

Freshchat provides a 14-day free trial with no credit card required.

Review

Freshchat is a strong customer-messaging solution for businesses that want to combine live chat, omnichannel messaging, AI-powered bots, automation, and agent productivity tools. Its biggest advantage is the combination of conversational support and Freshworks’ broader business ecosystem.

The platform is particularly useful for companies that need to communicate with customers through multiple channels. Website chat, mobile messaging, email, social messaging, SMS, WhatsApp, and other supported channels can be brought into the customer-support workflow, reducing the need for agents to switch between separate applications.

Its Freddy AI capabilities also make Freshchat more than a traditional live-chat tool. Freddy AI Agent can automate customer interactions, while Freddy AI Copilot assists human agents with summaries, recommendations, repetitive tasks, and response improvements. This combination allows businesses to use AI for both customer-facing automation and internal agent productivity.

Another advantage is its integration ecosystem. Businesses can connect Freshchat with CRM, ecommerce, collaboration, analytics, and other business applications through Freshworks Marketplace and APIs.

The main limitation is that some of the more advanced capabilities are restricted to higher-priced plans or require additional paid add-ons. AI Agent sessions, Copilot, analytics, connector tasks, campaign contacts, and some advanced omnichannel capabilities can add to the overall cost.

Overall, Freshchat is best suited to businesses that need scalable customer messaging with AI, automation, multilingual support, and integrations. It is particularly relevant for customer-service, sales, marketing, ecommerce, and support teams that want to manage conversations across multiple channels from one platform.