Freshchat

What is Freshchat

Freshchat is a cloud-based customer messaging platform from Freshworks that provides live chat, in-app messaging, chatbots, and shared team inboxes for support and sales teams. It centralizes real-time conversations across website chat, mobile SDKs, and social channels into a single workspace, while adding automation, routing, and analytics features to reduce response time and increase conversion. Freshchat is built to be used by customer support agents, product teams implementing in-app help, and sales teams capturing leads from chat.

Freshchat integrates tightly with other Freshworks products (like Freshdesk and Freshsales) and offers SDKs and APIs for customization. The platform is available as a hosted SaaS product with role-based user management, admin controls, and enterprise-grade options for compliance and single sign-on. Because it supports both human-led conversations and automated bots, organizations can use Freshchat for reactive support, proactive messaging, and guided sales flows.

Freshchat is commonly deployed by small and medium businesses as well as larger enterprises that want a unified way to manage customer conversations. Typical deployment models include embedding the Freshchat widget on websites, integrating the Freshchat SDK into mobile apps, and connecting messaging channels such as WhatsApp and Facebook Messenger to a shared inbox for agents.

Freshchat features

What does Freshchat do?

Freshchat offers features oriented around customer messaging, automation, and team collaboration. Key capabilities include real-time web and mobile chat widgets, persistent conversation history, canned responses, message routing to the right agents, and conversation timelines that help agents see prior interactions. The product supports proactive campaigns, in-app messages, and targeted chat triggers based on user behavior.

On the automation side, Freshchat provides bot frameworks and low-code bot builders to automate common queries, collect lead information, and hand off to agents when necessary. It supports workflows and rules for automatic assignment, SLA management, and escalation, enabling predictable response times for support teams.

Reporting and analytics in Freshchat cover conversation volumes, agent performance, resolution times, and customer satisfaction metrics. Built-in dashboards and exports help managers measure KPIs and identify bottlenecks. The platform also provides tools for multilingual messaging, rich media (attachments, images, cards), and conversation search, which are essential for scaling support operations.

Core messaging and collaboration features

Freshchat includes a shared team inbox where agents can take ownership of chats, add private notes, and collaborate through internal assignments. The workspace supports agent statuses, availability, and presence indicators so teams can coordinate coverage. It also allows custom roles and permissions to limit access to sensitive data.

The platform supports omnichannel messaging: website chat, mobile in-app chat via SDKs, WhatsApp, Facebook Messenger, Apple Business Chat, and SMS through connectors. Conversations from all channels appear in the same agent workspace, with channel-specific metadata preserved.

Advanced message features include message templates, quick replies, card-based responses for product suggestions, and rich attachments. For sales workflows, Freshchat provides lead capture forms, chat-to-ticket conversion, and handoffs to CRM systems.

Automation, bots, and routing

Freshchat provides a visual bot builder for creating automated conversation flows without deep coding. Bots can qualify leads, resolve FAQs, book meetings, and escalate complex queries to human agents. For developers, Freshchat exposes SDKs and APIs to build custom bot logic and integrate with backend systems.

Routing options include skills-based routing, round-robin assignment, and rules-based routing using attributes like locale, product line, or customer priority. Agents can be automatically notified of high-priority conversations and follow SLAs defined in the admin console.

Automation also covers repetitive agent tasks via canned responses, macros, and workflow automations that update ticket fields or trigger external webhooks when conditions are met.

Freshchat pricing

Freshchat offers these pricing plans:

• Free Plan: $0/month with basic chat and limited features
• Growth: $15/month per user (billed annually) — feature set for growing teams, includes bots and basic automation
• Pro: $39/month per user (billed annually) — advanced automation, analytics, and integrations for customer-facing teams
• Enterprise: Contact sales for pricing with advanced security, SSO, and bespoke SLAs

Check Freshchat's current pricing tiers for the latest rates and enterprise options.

How much is Freshchat per month

Freshchat starts at $15/month per user when billed annually for the Growth plan. Monthly billing options are often higher per user; consult Freshchat's pricing page for month-to-month rates and any promotional discounts.

How much is Freshchat per year

Freshchat costs $180/year per user for the Growth plan when billed annually at $15/month per user. The Pro plan billed annually totals $468/year per user at $39/month per user. Enterprise pricing is quoted based on scale and requirements.

How much is Freshchat in general

Freshchat pricing ranges from $0 (free) to $39+/month per user. Small teams can start on the Free Plan with limited features; mid-size teams typically choose Growth or Pro for automation and analytics, while large organizations use Enterprise for security controls and dedicated support. Always verify current prices and billing terms on Freshchat's official pricing page.

What is Freshchat used for

Freshchat is used for customer support, in-app messaging, and conversational sales. Support teams use it to answer live chat queries, resolve tickets faster with bots and canned replies, and route conversations to subject-matter experts. Product teams deploy Freshchat’s mobile SDK to provide contextual help inside apps and collect feedback from active users.

Sales and growth teams use Freshchat for lead capture, qualifying prospects via chatbots, and routing warm leads to sales reps. Because Freshchat supports proactive campaigns and targeted in-app messages, it is also used to trigger onboarding messages, feature announcements, and retention campaigns.

Operationally, Freshchat is used to centralize conversations from multiple channels into a single agent view, maintain conversation history, and measure team performance with analytics. Teams use the platform to reduce response time, improve customer satisfaction, and automate repetitive tasks that consume agent time.

Pros and cons of Freshchat

Freshchat provides a modern messaging interface, multichannel support, and a low-code bot builder that accelerate implementation for teams that need conversational support. The shared inbox model and skill-based routing simplify team workflows, and the integration with the Freshworks product suite offers a consistent experience for teams that already use Freshdesk or Freshsales.

On the downside, some customers report that advanced customization and complex routing scenarios may require developer support or higher-tier plans. Pricing for per-agent billing can scale up quickly for large support teams, especially if multiple Freshworks products are combined. Organizations with highly specialized compliance requirements may need Enterprise plans for dedicated controls and contractual assurances.

Another consideration is that while Freshchat’s out-of-the-box bots and automations cover common use cases, building deeply integrated conversational applications (for example, two-way transactional flows tied to back-end systems) will require use of the API and developer resources. Overall, Freshchat balances ease of use with extensibility, but teams should evaluate expected conversation volume and integration needs when selecting a plan.

Freshchat free trial

Freshchat typically offers a Free Plan that allows teams to test core messaging and basic automation without a paid subscription. The Free Plan is intended for small teams or evaluation and includes the chat widget, limited bot capabilities, and basic reporting. For new customers who want full access to Growth or Pro features, Freshchat frequently provides time-limited trials of paid tiers so you can test advanced automations, integrations, and reporting.

Trials let you test agent routing, the bot builder, and in-app SDKs and evaluate performance under load. During trial periods, you should validate key use cases such as lead qualification flows, WhatsApp or Messenger connectivity, and expected agent concurrency to ensure the selected plan supports your operational needs.

To start a trial or sign up for the Free Plan, view Freshchat's signup and trial options on the Freshchat pricing and trial pages where you can also compare feature differences across plans.

Is Freshchat free

Yes, Freshchat offers a Free Plan that includes core messaging features, a basic chat widget, and limited automation capabilities suitable for individuals or very small teams. The Free Plan has restrictions on features such as bots, advanced routing, analytics, and the number of agents or conversations. Teams evaluating Freshchat should start with the Free Plan to validate basic workflows, then move to Growth or Pro when they require automation, advanced integrations, or higher concurrency.

Freshchat API

Freshchat exposes REST APIs and webhooks that let developers programmatically access conversations, users, and agent events. The APIs support creating and retrieving messages, managing contacts and users, and integrating backend systems to fetch context or push updates into the conversation. Webhooks allow real-time notifications to external systems when new messages arrive or when conversation status changes.

Developer SDKs are available for web, iOS, and Android to embed the Freshchat widget into applications with native behavior, session management, and message rendering. The SDKs let product developers customize the user experience, attach metadata to conversations (such as account IDs or product IDs), and implement client-side triggers for proactive campaigns.

Freshchat’s API also supports bot integrations and third-party bot engines; you can implement conversational logic on your servers and use the APIs to send and receive messages, transfer conversations to agents, or enrich interactions with CRM data. For full details, see Freshchat's developer documentation which lists API endpoints, authentication methods, and sample code.

10 Freshchat alternatives

• Intercom — Conversational support and customer messaging platform with strong product-led growth features
• Drift — Conversational marketing and sales chat focused on lead qualification and account-based marketing
• Zendesk Chat — Live chat product from Zendesk integrated with Zendesk Support and ticketing
• LiveChat — Simple live chat and help desk features with a focus on fast deployment and integrations
• Tidio — Chat and chatbot product aimed at small businesses with affordable pricing
• HubSpot Live Chat — Part of HubSpot CRM, combines chat with marketing and sales automation
• Olark — Lightweight live chat solution with real-time reporting and simple integrations
• Help Scout — Shared inbox and messaging with a stronger emphasis on email-style support workflows
• Kustomer — Customer service CRM with messaging focus and heavy automation capabilities
• Bold360 (by LogMeIn) — AI-driven conversational engagement with enterprise capabilities

Paid alternatives to Freshchat

• Intercom — Offers extensive product messaging, integrated help center, and automation; suited to product-led companies and SaaS teams
• Drift — Focused on conversational marketing and sales routing; includes playbooks for qualification and meeting booking
• Zendesk Chat — Integrates with the broader Zendesk Suite for ticketing and knowledge base workflows
• LiveChat — Known for its ease of use, broad ecosystem of integrations, and agent productivity features
• HubSpot Live Chat — Tight integration with HubSpot CRM and marketing automation, useful when CRM integration is a priority

Open source alternatives to Freshchat

• Chatwoot — Open source customer messaging platform offering shared inbox, multichannel support, and self-hosting options; suitable for teams wanting to control data
• Rocket.Chat — Open source team communication platform that can be extended for customer chat with customization and self-hosting
• Mibew — Lightweight open source live chat solution suitable for simple chat deployment with self-hosting
• Live Helper Chat — Open source helpdesk and live support chat with rich customization and self-host options
• Botpress — Open source conversational bot platform for building advanced bot workflows that can be connected to messaging channels

Frequently asked questions about Freshchat

What is Freshchat used for?

Freshchat is used for customer messaging, in-app support, and conversational sales. Teams use it to engage website visitors, support app users through embedded SDKs, and qualify leads via chat. It centralizes conversations across channels and provides automation for routing and simple resolutions.

Does Freshchat integrate with Freshdesk?

Yes, Freshchat has native Freshdesk integration. Conversations can be converted to support tickets, customer context from Freshdesk is available in the agent workspace, and data can flow between both systems to streamline support workflows.

How much does Freshchat cost per user per month?

Freshchat starts at $15/month per user when billed annually for the Growth plan. Higher tiers with advanced automation and enterprise features are priced per user per month or quoted by sales for large deployments.

Is there a free version of Freshchat?

Yes, Freshchat offers a Free Plan. The Free Plan includes core chat functionality and limited automation, which is useful for solo operators or small teams testing messaging; advanced features require paid plans.

Can Freshchat be used for sales lead qualification?

Yes, Freshchat supports sales qualification via bots and routing. You can build qualification flows in the bot builder, capture lead data, and route qualified leads to sales reps or CRM systems for follow-up.

What channels does Freshchat support?

Freshchat supports website chat, mobile SDKs, WhatsApp, Facebook Messenger, and SMS. It consolidates messages from these channels into a single agent workspace and preserves channel-specific metadata for context.

Does Freshchat provide APIs and SDKs?

Yes, Freshchat offers REST APIs, webhooks, and SDKs for web, iOS, and Android. These tools let developers embed the chat widget, manage conversations programmatically, and connect chat data to backend systems and bots.

How secure is Freshchat for enterprise use?

Freshchat provides enterprise security features such as SSO and role-based access. For large organizations, Enterprise plans include stronger compliance controls, contract-level security terms, and options for data residency; review Freshchat's security documentation for specifics.

Can Freshchat handle large volumes of concurrent chats?

Yes, Freshchat is built to scale for large support teams. With appropriate plan selection and configuration (routing, SLAs, and agent capacity), teams can handle high concurrency, but you should evaluate plan limits and performance during a trial.

Where can I find Freshchat developer documentation?

Freshchat provides detailed developer documentation for APIs and SDKs. Developers can consult Freshchat's official developer documentation for API endpoints, authentication, SDK guides, and integration examples.

freshchat careers

Freshworks, the company behind Freshchat, regularly hires for product, engineering, support, and go-to-market roles. Career openings typically include positions focused on SaaS product development, cloud infrastructure, data engineering, and customer-facing roles. Candidates can find job listings on Freshworks' corporate careers site and major job boards, and roles may vary by region and product group.

freshchat affiliate

Freshchat participates in partner and reseller programs via Freshworks partners. Agencies, technology partners, and resellers can apply to Freshworks' partner program to resell Freshchat subscriptions, integrate services, or deliver implementation and consultancy. For affiliate or partner details, review Freshworks' partner program information on the Freshworks partner portal.

Where to find freshchat reviews

User reviews for Freshchat can be found on software review platforms such as G2, Capterra, and TrustRadius, where customers rate features like ease of use, support, and value. In addition, product comparisons and case studies on Freshchat's website and Freshworks community forums provide real-world examples of deployments and ROI. For the most current user sentiment, consult those review sites and Freshchat's customer testimonials.