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Freshchat Reviews: 4.5/5 — Highly Rated
Freshchat is a modern messaging solution for easy customer service for the digital-first customer anchored on artificial and human intelligence across messaging channels. It highlights key features including smarter conversations, which are available across first and third-party messaging platforms including web, mobile, in-app, WhatsApp, Apple Business Chat, Facebook Messenger, and more. It also has smarter self-service powered by AI chatbots, and smarter operations, that help lower the cost of support.
| Company | Freshworks |
|---|---|
| Year founded | 2010 |
| Company size | 5001-10,000 employees |
| Headquarters | San Mateo, California |
| Social Media |
| Capabilities |
AI
API
|
|---|---|
| Segment |
Small Business
Mid Market
Enterprise
|
| Deployment | Cloud / SaaS / Web-Based, Desktop Mac, Desktop Windows, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
Freshchat’s free plan covers up to ten agents. That is not a typo and it is not the category norm — most live chat tools cap their free tier at one or two seats and charge from the third. A ten-person support team can run a chat widget, a shared inbox, connected email, and roles and permissions without paying anything, which makes Freshchat the cheapest credible entry point in this category by a wide margin.
- What it is: Freshworks’ conversational support product — chat widget, shared inbox, messaging channels, and AI agents.
- Best for: Small and mid-sized support teams, especially anyone already inside the Freshworks suite.
- Pricing: Free for up to 10 agents, then Growth €19, Pro €49, Enterprise €79 per agent monthly on annual billing. Verified July 2026.
- The honest catch: AI is metered separately — the Freddy AI Agent costs €45 per 100 sessions on top of your subscription.
What Is Freshchat?
Freshchat is the messaging half of Freshworks’ customer service suite: a chat widget for web and mobile apps, a shared inbox where agents work conversations, and — on paid tiers — social messengers, SMS, routing, and SLAs. Freshworks reports more than 74,000 businesses across its products.
Its commercial design is unusual in two ways. The free tier is genuinely staffed rather than symbolic, and the paid tiers surround the per-agent price with a set of separately metered add-ons — AI sessions, day passes, and connector tasks — that do more to shape your bill than the tier you pick.
The 14-day trial gives you Enterprise access rather than the plan you intend to buy, which is worth remembering when you evaluate.
How Freshchat Works
- Priced per agent, per month, with a free tier for up to ten.
- Freddy AI Agent is metered by session — €45 per 100 sessions, so €0.45 each.
- Freddy AI Copilot is a per-agent add-on — €29 on annual billing, €35 on monthly.
- Day passes cover occasional agents at €2, €7, or €12 depending on tier.
- Connector app tasks are metered at €80 per 5,000 across every paid tier.
- The trial runs on Enterprise, not on the plan you are considering.
Freshchat Pricing
Captured from Freshchat’s pricing page in July 2026 in euros, reading both billing toggles.
| Plan | Annual | Monthly | Agents | Day pass | Key additions |
|---|---|---|---|---|---|
| Free | €0 | €0 | Up to 10 | — | Widget, shared inbox, email, roles |
| Growth | €19 | €21 | Per agent | €2 | AI Agent, social messengers, SMS, reporting |
| Pro | €49 | €59 | Per agent | €7 | Multilingual, routing, SLAs, custom dashboards |
| Enterprise | €79 | €95 | Per agent | €12 | Skill-based routing, audit logs, JWT, IP allowlists |
What actually decides your cost:
- Ten free agents is the headline and it is real. Chat widget on web and mobile, shared inbox, connected email, and roles and permissions, for a team of ten, at no cost. What you do not get is any messaging channel beyond chat, any AI, or any reporting — so it is a complete product for a narrow job rather than a crippled version of a larger one.
- AI is a second bill, not a feature. The Freddy AI Agent on Growth costs €45 per 100 sessions — €0.45 a conversation — on top of €19 per agent. A thousand AI-handled conversations a month is €450, which will exceed the seat cost for most small teams. Model the session volume before treating AI as included.
- Day passes are excellent, briefly. €2 a day on Growth is a genuinely useful way to cover a seasonal peak or an occasional colleague. But passes get more expensive as tiers rise — €7 on Pro, €12 on Enterprise — so the break-even against a full seat falls from 9.5 days a month to about 6.6. Past roughly a week of use, buy the seat.
- The annual saving is well short of the badge. The toggle says “SAVE 20%”. By our arithmetic from Freshchat’s own figures it is 9.5% on Growth (€21 against €19), 16.9% on Pro, and 16.8% on Enterprise. Annual billing is still worth taking on the upper tiers; on Growth the discount is small enough that monthly flexibility may be worth more.
- Routing and SLAs are Pro features. Intelligent routing, multiple SLA policies, multilingual conversations, and custom dashboards all sit at €49 — a 2.6× step from Growth.
- One add-on price is inconsistent on the page. With annual billing selected, the Pro card lists Freddy AI Copilot at “€29/agent/month” while the Enterprise card lists the same add-on at “€29/agent/annually”. On monthly billing both read €35. Worth confirming which applies before budgeting.
Who Should Use Freshchat
- Small support teams starting from nothing. The clearest case — ten agents, no cost, no trial clock.
- Existing Freshworks customers. Freshdesk, Freshsales, and Freshservice share data and billing.
- Teams with seasonal or occasional cover. Day passes at €2 on Growth are genuinely well designed.
- Businesses wanting messaging channels in one inbox. Social messengers and SMS arrive together at €19.
It fits poorly for high AI-session volumes, where the €0.45-per-session meter dominates; for teams wanting deep chatbot flow building, where Landbot’s visual builder is stronger; and for complex helpdesk ticketing, where Zoho Desk or HubSpot Service Hub do more.
Honest Pros and Cons
Strengths
- A free plan for ten agents, far beyond the category norm.
- Day passes for occasional agents, which few competitors offer at all.
- All messaging channels at €19 — social, SMS, and chat together.
- Part of a full suite if you already run Freshworks.
- Transparent add-on pricing, published rather than quoted.
- A 14-day trial on Enterprise, so you see the top tier before choosing.
Limitations
- AI is billed by session at €0.45, separate from seats.
- The 20% annual claim overstates it — 9.5% on Growth.
- Routing and SLAs require Pro at €49, a 2.6× step.
- Day passes get costly on higher tiers — €12 on Enterprise.
- The free plan has no reporting, no AI, and chat only.
- An inconsistent add-on price on the annual view, month versus annually.
Freshchat Alternatives and How It Compares
- Tidio combines live chat with chatbots and a free tier, generally cheaper for small sites.
- LiveChat is the human-first specialist with strong agent tooling and no free plan.
- Landbot is the better choice if conversational flow building rather than agent chat is the goal.
- Zoho Desk and HubSpot Service Hub bundle chat into full helpdesk platforms.
- Intercom and Zendesk are the enterprise incumbents, with correspondingly higher costs.
For a broader survey, browse our live chat directory.
The Verdict
Freshchat’s free tier is the most generous in this category by some distance, and it is the reason to start here. Ten agents, no time limit, with a chat widget on web and mobile, a shared inbox, connected email, and roles and permissions. Competitors typically cap free plans at one or two seats. If you are a small support team who has been managing customer conversations out of a shared mailbox, this replaces that at no cost, and the upgrade decision can wait until you actually need messaging channels or reporting.
Where the pricing needs care is the add-ons, because they are where the money is. The Freddy AI Agent costs €45 per 100 sessions — €0.45 per conversation — on top of €19 per agent. A team handling a thousand AI conversations a month is paying €450 for AI against perhaps €95 for five seats, so “AI included from Growth” is a description of availability rather than cost. Model your session volume first; it will determine your bill far more than the tier will.
Two smaller things. Day passes at €2 on Growth are genuinely well designed for seasonal cover, but they rise to €7 on Pro and €12 on Enterprise, which pulls the break-even against a full seat down from 9.5 days a month to under seven — past about a week of use, just buy the seat. And the advertised 20% annual saving does not hold: it is 9.5% on Growth and around 17% on the upper tiers. Take annual billing on Pro or Enterprise; on Growth, the discount is small enough that paying monthly for the flexibility is a reasonable choice.
FAQ
How much does Freshchat cost?
Captured in euros in July 2026: Free for up to 10 agents, then Growth €19 per agent per month billed annually, Pro €49, and Enterprise €79. Paid monthly those become €21, €59, and €95. Add-ons are priced separately — the Freddy AI Agent at €45 per 100 sessions, day passes at €2 to €12 depending on tier, and connector app tasks at €80 per 5,000.
How many agents does Freshchat’s free plan support?
Up to ten, with no time limit. The free tier includes a chat widget for web and mobile apps, a shared inbox, connected email, and roles and permissions. It excludes social messengers, text messaging, AI, and reporting, all of which start on the €19 Growth plan. For a small team that simply needs to handle chat conversations properly, ten free agents is exceptional in this category.
How much does Freshchat’s AI cost?
The Freddy AI Agent is metered at €45 per 100 sessions, which works out at €0.45 per AI-handled conversation, and is billed on top of your per-agent subscription from the Growth plan upward. Freddy AI Copilot is a separate per-agent add-on at €29 on annual billing or €35 on monthly. Because AI is session-metered rather than included, its cost scales with conversation volume rather than headcount.
Are Freshchat’s day passes worth it?
For genuinely occasional agents, yes. A day pass costs €2 on Growth, €7 on Pro, and €12 on Enterprise, against monthly seat prices of €19, €49, and €79. That puts the break-even at roughly 9.5 days a month on Growth, 7 on Pro, and 6.6 on Enterprise — so passes are good value for seasonal peaks or someone who helps out a few days a month, and poor value for anyone working most weeks.
Does Freshchat’s annual billing save 20%?
Not by our arithmetic. The toggle advertises 20%, but the published figures are €21 monthly against €19 annually on Growth — a 9.5% saving — €59 against €49 on Pro at 16.9%, and €95 against €79 on Enterprise at 16.8%. Annual billing remains worthwhile on the two upper tiers; on Growth the saving is modest enough that monthly flexibility may be worth more than €2 an agent.
Compare Freshchat with other popular tools in the same category.
How easy the admin portal is to use and integrate into our business
Cant really say anything here as i haven't found anything i dislike at the moment.
we have a new means of contact for our users, as well as providing a better service.
The way FAQs are presented is beautiful. The ability to have multiple chat channels is a plus. Their support is on point. Push Notifications work as expected. Analytics and autoresponders are useful.
Mobile App functionality for agents is limited. Formatting of response and FAQs goes wrong often (blank lines are trimmed). Would like to have a way to run campaigns for existing users. CSAT fails sometimes if an issue is reopened. Would appreciate if we could assign multiple labels to a conversation. It'd also be good if we could have a screen where user keys in their name/email id (optional/mandatory) before being able to start a conversation.
This serves as our end-user customer support platform. This is useful as customers using our product often have troubleshooting/sales queries. Our support team engages with the customers and helps make the product better, and solve their issues.
Freshchat is a software that has been very unique since the beginning. It uses a cute design that help you focus on what you're doing with an interface full of characteristics that can provide you a well use of the software. I like it's easy to communicate with your customers in a live chat, and you have a priority box where you can keep the collected data. The mobile app is just as pretty and helpful.
I like everything about this software except the pricing, it's a little expensive.
Freshchat provides us with the capability to support our customers wherever they are and in real time. We are able to respond to their questions fastly and easier.
The UI is very impressive, not only for the end-user but also for the agent panel.
Bot feature is not very capable yet (I think it is in their pipeline)
Prior to using Freshchat, we were using Intercom for our website chat. With Freshchat, we realised that adding FAQs was super-easy and it was also intuitive for the end user to navigate through the FAQs. The integration with the mobile apps was easy and we managed to integrate Freshchat across all platforms. Customers are loving the chat feature.
The fact that Freshchat is not a classic chat where you need to be online to attend to your customers. We work with a team of volunteers and even when there is no one available, the bot gathers the information and data from the customer and we can attend to the customer as soon as when there is someone available. This way we never lose interest from the customer.
If we synch Freshchat with our Freshdesk the chats are moved into Freshdesk tickets. Unfortunately we cannot reply from within Freshdesk. When we are not online and when a Freshdesk ticket is created it would be a great possibility to continue the conversation within Freshdesk to follow up and provide our customers with the requested quotation for example. If the chat gets to a quotation we now manually need to create a lead in Freshdesk.
We mainly answer the "quick questions" but from time to time customers also request a quotation after having a chat with one of our agents.
That we don´t sign in or out from the chat that we had before. The campaigns works good
It´s a new software so functions are rolling out more and more. I would like to have a better BOT that can use the FAQ to answer costumers before an agent steps in.
Quick questions from costumers that we can answers.
Modern messagin software, helps to build interaction. Helps in business growth and all messenger in one platfor. good customers support and user friendly
Nothing in particular but need a Manual to understand more
Good for secure conversation and being user friendly
Feutures and perfoacnce in Freshchat is good
Freshcht need to interigtae with X platfrom
We are communicating with our client for Approintments
being able to jump from chat to chat is great. canned responses are easy to create and I love that i can use hotkeys to fill in the responses.
sometimes the chats come in too quickly or there is little to no notification when a new chat pops up.
customer support with multiple languages is very beneficial. although sometimes the translation is a little off.
Freshchat has the best AI operated bot which has great responses. It gives a pleasure of using it.
Questions can be more easier. Bot responses can be more quick
It reduces manpower and the hassle of typing which helps user to get to thr point quickly rather than waiting in queues.
I like these mentioned features of freshchat 1) Intelligent chat routing 2) Priority inbox 3) Co-browsing 4) Tailored bots
Sometimes I face some issue like: 1)Limited number of integrations 2)Bugs and ongoing client issues 3) Hard to transfer chats 4) Poor timely notifications
Freshchat solving problems many problems like : 1) Faster turnaround times: Chats can be resolved quickly. 2) Personalized customer experiences: Agents can provide personalized experiences. 3) Faster resolutions: Chatbots can detect intent and provide faster resolutions.
Fresh chat is one of the best CRM software I've used and the best part is about it's AI tool which helps in paraphrasing and summarising the conversation in a concise manner which saves a lot of time.
Did not came any of us dislike till now but whenever the sound of a new chat it can be modified apart from that is good to go.
I'm into customer support where we solve customer issues through calls email and chat and were taking use of fresh chat to solve our customer queries.
INTERFACE EASY TO USer and easily understand to everyone
Nothing of now it's good use for chats n have lots of fun
Good support if any troubleshoot occurs on timely manner
Freshchat has been one of the best chat support systems I have used till now. I have worked with multiple other chat support systems and I can confidently say that Freshchat is one of the best performed among them. The unparalleled amount of features provided and the best-in-class customization features are a couple of things that make Freshchat stand at the top. The number of integration available for Freshchat has helped me and my organization achieve faster resolution of a lot of customer queries and assist our userbase in a more effective and efficient method.
The pricing is something that I would like Freshchat to work on as there are multiple other platforms also available at a lower cost. Also,a better support system when issues occur can also be done so that there will not be any delays in handling any critical issues.
Freshchat mainly assists in connecting the live customers to our live agents where we can directly interact with users and try resolving queries on chat or if it is necessary, convert the chat to a ticket where a higher level team will be able to resolve the concern. This is the primary focus of my organization with the help of Freshchat. The integration with freshchat and the labeling systems which is place is helping us identity the buckets where the customer has pain points and solve them.
- Out of the box features - Quick integration - Quick support
- Limited customizations - A bit expensive
- Helping our customers reach out to us - Generates tickets which are used by the agents to reach out to customers and help them - Chat feature for solving customer queries in real-time
Chats have spell check and grammatical corrections, like the private note feature. Easy to add files for transfer to client. Easy flow of chat back and forth, canned remarks and message read notifications.
Sound notifications can be lost though that could be a connection issue with windows. More sound options would be good. More Font options - Ability to mark a chat to come back to later for any follow up. Initiate a new chat with a client rather than continue a current one.
Not sure of what enhancements are being made at this time. Currently the product works fine for it's purposes
What is like the best about Freshchat is the design of the app that makes it easy to use and you may add a lot of templates which is important in answering chats.
Everything is good in Freshchat. I just hope that it offers more features like you can access the emails as well on the same website but in different tab so you can easily manage your chats and emails.
Freshchat can provide real-time support and we seldom experience any delay in chat so we can answer each and every customer on time. We also appreciate the different tabs on which chats are open and resolved so we can easily track each conversation.
Freshchat never lets you miss any updates or request from the Cx or the trainer. Evem we can share notes in private if we want anybody else to work on the request. It is the best platform to work within a huge team.
Can think any such thing about freashchat, everything has teir own upside and down side, but no such thing came up from freshchat till now, been more than a year now and still findin it verymuch usefull.
Timely reminders to cx and trainers, automatic assigning of chats specific to region. one tap options for replying to cx's accordingly. vetymuch time saving, easy to operate and with zero glitches.
It helps smooth interaction with coustomers and the messaging features are really good!
It gets stuck sometime but it also may be due to my network fluctuations.
It helps is campaigning, team box, live chats and many more issues getting resloved
Easy to use, user friendly. the reports are amazing and it gives me a compete picture of the ipoerformance at one glance.
The speed and to schedule an appointment with POC
The best tool to optimize customer experience along with social profile of the customer
Allows is to easily manage our chat support with our customers and ticket raising is easier.
Nothing much, it can be a bit faster and beautiful. Otherwise functionality wise it's awesome
It helps us to connect with our customers on the website and resolve their queries resulting in happy customer reviews.
Innovative user interface which helps in building customer satisfaction and to revert back on realtime which helps to build a long term business relationship..
Additional Filters could have been included, in order to select the resolved count and allocated count for easy sorting and this definitely helps in fetching the data as required
Helping the users on realtime updates and addressing the issues on realtime to ensure customer satisfaction, meeting the expectations and assiting users as per the query
Deliversgood value for the price. Happy with the feature set.
The assignment feature could be better. Sometimes the executives dont receive the chat, even if its closed.
This is one of the best platform for chat process. Its pricing and the support team works best.
The speed of the freshchart is very impressive it helps to resolve query soon
There is no specific dislikeof freschart as its allover well and good
Freshchart helps in resolving the queries of the customer and it helps to satisfy the customer on its best.
Fresh chat is easy to acces and use it helps get connect in easier way . its is also a platforme to get connected made sharing easy .its is also good for keeping chat recordes
Some times there will be delay in time for showing the assined chats or converstation as this results in poor reply time it will be good if it gets fixed going further
Best platfirm to assist customer queries and concerns, quick resolution of queries and complaints, instant response to user queries and tat based resolution ...
Freshchat has eased my work and ability to communicate with customers and also work hand in hand with my colleagues.
I would not dislike fresh chat other than some few updates that it would need from time to time.
It basically eases communication between the team and the customers
The simplicity of using the system, has clear and very safe options. Very different from what we had before.
Since it is quite complete and we are in another country that does not use the dollar, its cost is a little high.
Our attendants resolve more conversations at the same time and, in addition, some conversations do not need human attention, the client himself resolves his request.
Gosto da centralidade das informações e de ter tudo em um só lugar. O suporte é bem rápido e sempre esteve disposto em me ajudar nos principais problemas.
Por não ser uma plataforma brasileira, e meu produto sim, pode ser que não nos atenda em todos os momentos e necessidades.
Automatizando o primeiro contato do cliente conosco, com isso otimizamos o tempo do nosso atendente humano. E centraliza todas as informações em um só lugar.
It integrates with all major chat aps from Facebook Messenger and Whatsapp... No matter the app that is plugged in the chat offers full functionality. A chatbot can run on WhatsApp, Messenger, or a website-placed chatbot. It is fairly easy to use and create chatbot flows and transform data with functions that are supported.
I miss the functionality to duplicate specific parts of the bot, actions cannot be inserted. For example, if you would like to insert one action between other actions it is not possible to do that. You need to manually change the actions so they are in the correct order.
It collects potential orders and creates deals in the CRM. It prepares the users to submit the information they are inquiring about so the time operators spend on the chat or preparing the offer is minimized.
The integrated suite of Freshchat under the Freshworks ecosystem makes things super simple for businesses to manage customer queries. It helps in providing a great customer experience. I also like the option of integrating Facebook, Whatsapp messages directly to Freshchat so that our agents don't have to look at multiple platforms to reply to the queries.
The bots are very expensive - Ideally, they should provide an options-based conversation for free, considering the different platforms available in the market.
We use Freshchat for customer support. Live chats help provide instant resolution to most queries, whereas we use it with Freshdesk integration to help create tickets for the support request needing more intervention.
