Overview
Freshchat is an AI-powered, omnichannel customer messaging platform (live chat and chatbots) designed for websites, mobile apps and messaging channels. Core capabilities include no-code chatbots, a unified agent workspace / team inbox, omnichannel routing (WhatsApp, Facebook Messenger, etc.), proactive campaigns/customer journeys, analytics, and an integration/upgrade path to Freshdesk Omni for ticketing and broader support workflows. AI capabilities are provided via Freshworks' "Freddy" conversational AI (Freddy AI Agent sessions) and an agent-level Copilot. Developer resources include mobile and platform SDK documentation and integration guides (React Native, Flutter, iOS, Android) on Freshworks/Freshchat developer sites. A free plan is available and Freshworks offers a 14-day free trial for paid plans (no credit card required, per the product page). Pricing models observed on the Freshchat site snapshot include free/freemium, subscription (per-agent per-month), usage-based add-ons for Freddy AI sessions, and add-on pricing for certain integrations such as voice (Freshcaller). Pricing, included session counts and add-on costs are subject to change; verify on the official site for up-to-date details. The product launch year was not found on the checked pages.
Key Features
No-code chatbots
Provides no-code chatbot builders for automated conversational workflows and self-service.
Unified agent workspace / team inbox
A single agent workspace / team inbox to manage conversations across channels.
Omnichannel routing
Routing and channel support for messaging channels such as WhatsApp and Facebook Messenger (availability depends on plan).
Proactive campaigns / customer journeys
Tools for proactive campaigns and customer journeys (campaign contact limits vary by plan).
Analytics and reporting
Real-time dashboards and analytics for monitoring performance (some dashboards available on Growth and above).
Integration and upgrade path to Freshdesk Omni
Integration/upgrade path to Freshdesk Omni for ticketing and larger support workflows.
Who Can Use This Tool?
- Small teams:Entry-level live chat and basic customer messaging for small teams (Free plan intended for small teams).
- Enterprises:Larger support operations needing advanced routing, security, and admin controls (Enterprise plan).
Pricing Plans
Intended for small teams / entry usage. Includes website live chat widget, email support, unified agent workspace / team inbox, up to 10 agents, and 100 campaign contacts per account per month.
- ✓Website live chat widget
- ✓Email support
- ✓Unified agent workspace / team inbox
- ✓Up to 10 agents
- ✓100 campaign contacts per account per month
Adds WhatsApp & Facebook Messenger integrations and other digital channels, real-time dashboards. Includes the first 500 Freddy AI Agent sessions once per account and 500 campaign contacts per month.
- ✓WhatsApp & Facebook Messenger integrations
- ✓Other digital channels
- ✓Real-time dashboards
- ✓First 500 Freddy AI Agent sessions included once per account
- ✓500 campaign contacts per month
Adds custom dashboards, advanced routing, and multiple SLA policies. Includes the first 500 Freddy AI Agent sessions once per account. Marked as popular on the pricing page snapshot.
- ✓Custom dashboards
- ✓Advanced routing
- ✓Multiple SLA policies
- ✓First 500 Freddy AI Agent sessions included once per account
Adds enterprise features such as skills-based assignments, extra security and admin controls. Includes the first 500 Freddy AI Agent sessions once per account.
- ✓Skills-based assignments
- ✓Extra security and admin controls
- ✓First 500 Freddy AI Agent sessions included once per account
Usage-based add-on. Additional Freddy AI Agent sessions listed at $49 per 100 sessions. Note: paid plans include the first 500 sessions once per account; additional sessions are billed based on usage as listed.
- ✓Usage-based Freddy AI Agent sessions
- ✓Additional sessions listed at $49 per 100 sessions
Agent-level Copilot sold per agent. Page snapshot lists $29 per agent / month (billed annually).
- ✓Agent-level Copilot
- ✓Listed at $29 per agent / month (billed annually on the snapshot page)
Voice integration (Freshcaller) listed with a starting price of $15 per agent / month on the snapshot; other starting tiers shown at $39 and $69 depending on edition.
- ✓Voice integration (Freshcaller)
- ✓Starting price listed at $15 per agent / month (other tiers at $39 and $69 depending on edition)
Pros & Cons
✓ Pros
- ✓AI-powered conversational capabilities via Freddy
- ✓Omnichannel support including WhatsApp and Facebook Messenger
- ✓No-code chatbot tooling
- ✓Unified agent workspace / team inbox
- ✓Free plan available and a 14-day free trial for paid plans per product page
- ✓Developer SDKs and integration guides available
✗ Cons
- ✗Pricing, included session counts and add-on costs are subject to change; verify on official site
- ✗Some older/renamed Freshworks URLs returned 404 during research
- ✗No definitive product launch year found on the checked pages
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