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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.
The real time chat assistance given by freshchat is simply superb and the interface is very simple to understand which makes it very dependable.
There is nothing I dislike in freshchat however I feel freshchat needs to implement the option to delete the test sent to customer by error. It can be taken as feedback.
Freshchat helps us to communicate with multiple users at a time and thus saving time and increases the productivity.
I like being able to keep track of my conversations.
Freshchat can have a delay in response making it harder to keep communication going with the customer in a timely manner.
Allow us to communicate with customers no matter what language they speak.
Features like creating tickets directly from clientelle chats, and the canned response tool saves time on typing up an answer.
There's no other software like Freshchat, and so far I haven't run in to anything that I dislike.
It helps with chatting with customers directly with the help of your tools that make conversations a fast and productive process.
Real-Time Omnichannel Suppport for digital customer channels. Easy to onboard, Familiar to their other offerings & works well with freshworks products. WhatsApp Integration works as intended. Bot builder makes the repeated data collection easier.
Over scale the pricing can be hefty. Various features are limited to pricing tiers.
Real-Time User Support & Other Conversational Marketing via WhatsApp Api.
The support I got post and pre onboarding.
Nothing. It was a smooth transaction working with the onboarding team.
Data reporting. Our old solution has a complicated interface-building dashboard. Freshdesk have simplified that for us and the templates are relevant to Customer Service.
Easy to use, convenient because of the mobile apps! Absolutely recommended!
Everything is great! Noting disturbing here! :)
Everything is in one place. Very convenient, saves time and energy.
Freshchat boasts an incredibly user-friendly interface, making it easy for both agents and customers to navigate. The dashboard is well-organized, and setting up automated workflows is a breeze. One of its strongest suits is its ability to seamlessly integrate multiple communication channels. Whether it's live chat, email, WhatsApp, or social media, Freshchat consolidates all conversations into one platform, streamlining responses and enhancing customer experience.
Creating a bot is still very tedious and technical. Team should really focus on easing the bot creation journey
Freshchat helps us to manage incoming queries, streamline responses, and analyze performance metrics to enhance our overall support strategy.
I like Freddy, and I enjoy being able to have canned messages.
Sometimes it lags and kicks you out of the system.
It helps translate which is really useful.
Freshchat offers a seamless and intuitive chat experience for businesses. Its user-friendly interface, automated responses, and robust customization options make it a valuable tool for customer engagement. The platform's real-time analytics provide valuable insights, empowering businesses to enhance customer support. However, occasional glitches in the system may disrupt the flow. Overall, Freshchat is a reliable choice for companies seeking efficient communication solutions.
Freshchat, like any software, has its imperfections. Users may encounter occasional glitches or technical issues that disrupt the smooth flow of communication.
Freshchat addresses communication challenges for businesses by providing a unified platform for customer interactions. It streamlines conversations, reducing response times and enhancing customer support efficiency. Automation features help manage high volumes of queries, improving overall team productivity. Real-time analytics provide valuable insights, aiding in better decision-making. The ability to customize and scale the platform allows businesses to tailor their communication strategy. In essence, Freshchat's solutions contribute to a more streamlined and effective customer engagement process.
I like Freshchat because I can easily see customers with their concern and I can easily navigate it to answer those concerns. I can easily tag those concerns properly without having a hard time.
None so far. I have not experiencing difficulty so far when it comes to tagging appropriately on a particular concern. I can easily find it.
It helps me solve my customers complaint as I was able to communicate with them using Freshchat. I was able to reach them through their social media with the help of Freshchat. Also, I was able to look for appropriate tagging easily and it is convenient to use. User friendly I must say.
The design and simplicity of using it, very straight forward, no complicated steps.
Needs to refresh my chats, I find myself having to refresh because my chats don't update, but other than that its good.
It is helping us converse with customers and solve their issues and concerns that they may have with our company. Without customers, our company is nothing. Customer chat plays a big part in the life of our business.
Its easy to use the analytics are easy to navigate and its very user friendly
Sometimes it glitches and you need to refresh or it doesnt create tickets properly
Freshchat helps us to communicate with our clients and help them to resolve any problems they may be having quickly and effeciently
Live and instant response, easy to use, whr I'm able to get answers
There is not such issues which I faced, it's good n easy to manage
Proactive customer service, with many topic like produ, pricing , delivery etc.
Very good for chat process, Quick response to customer, Easy to Used
So many tabs, Take time to understand the functions
There are not any problems but benefits are Easy to Used, Build reputation, Customer personalisation, Live conversation with customer, Easy to Audit the chats
Provides best context driven messaging experience
I love almost everything about it I wished I would have know about it sooner
Very simple and easy to use
It's easy to use and is bug free. Customer support is great
Nothing honestly. It's been seemless so far
It helps us reach out to our prospects timely. Our old vendor had issues with bugs and ztuff
The best thing about Freshchat is that you can use shortcuts to use sentences that are repeated occasionally. The user details are easily accessible and creating tickets is easy.
There are some issues like the names are not visible sometimes, but were eventually solved later. This had caused some problems while working.
The bots solve most of the concern before landing to our bucket to help the customers.
-Direcly integrated with CRM -Easy to use -Works with WhatsApp
A bit of bugs and glitches while using Chrome. Takes time to load
Customers find it handy and helpful to connect with an agent via WhatsApp
I loved the service and I would really recommend my friends & family.
nothing, all good. So far I have not got any issues.
It solves issues such as record keeping and that benefits us because we are able to go back and assist a customer who came in a while ago and needs feedback on a query.
I really appreciate the canned response feature of freshchat. It helps to communicate with customers faster and much effective. It keeps a history of chats thus able to check later on.
A timely update is necessary as the platforms like WhatsApp and all brings new new features in it for chats. Else communication with customers won't be that effective. I found that 90 percentage of customer support also can be done job st using the freshchat. Only in some rare cases a call becomes an urgent need.
Customer queries are addressed through freshchat faster. As it is effective in communicating with multiple customers at the same time it helps save time.
Pulling data for each day and dashboard appearance
Dont have option to pull the data on Excel
It helps to check customer past conversation and history
I find very easy as the chats reopen after an incoming message .
It is getting difficult some time to review
Live chats are easy
Freshchat is a great platform for the start ups as it provide great connectivity with the customers. The best thing is that we can review years old chat for the work purpose. The efficiency is great as it helps us to proactively response to our customers.
As it is so efficient it takes huge number of cx's at one time.
Interacting with the customers become really easy and it provides an opportunity to stay connected to the consumers and help them proactively which enhances the customer experience.
From live chat to automated messages, the platform offers a comprehensive suite of tools that cater to various communication needs. The ability to seamlessly switch between conversations, view customer history, and collaborate internally has streamlined our customer interactions like never before
Offering more customization options for the appearance of the chat widget and expanding the library of chatbot templates would provide even more flexibility and efficiency in tailoring the platform to our brand's unique needs.
Its user-friendly interface, advanced automation, and AI capabilities, along with comprehensive analytics, have elevated our ability to provide top-notch support
It is the most beautiful work place to work for me as I use it daily for my work where it is very easy to use and compatible, It is very easy to connect with different type of peoples across the world.
Sometimes in times of good network it slightly takes more time to load
To connect with our customers on live chat and help them for the banking service
The pace your time goes by extreemly fast
Some things can be misunderstood when your not on the phone
A break from phones
Freshchat instant push notification to mobile app which allow us to reply our customers in timely manner and chat support executive and answer to customer quries even from mobile app. Freshchat is easy to mange and cost efficient, campign and social messaging integration without any extra add-on cost makes this product affodable.
Freshchat should not ask customer for push notification permission when any new customer is starting their first conversation with any businesses on thie website, it create hassle. It should ask for push notiication permission when the same customer / user is visiting chat support regularly.
It helps us to manage a large sets of our customer's query such as pricing and working hours of our resources, Freshchat helps our to scale our services in affodable cost.
I like Freschat because of its efficient service, Easy to access to all tabs, Very convenient to use especially when it comes to chatting with a customer, I become more productive and my Quality of work is now achievable.
To be honest, I have less complaints in regards to performance of freshchat. However, I just notice that the privacy of a user like me is easy to access by the customer which is treated to our private concern, and also the message was getting transferred to another user very quick.
Freshchat helping us solving a customer service problem, we need more time to solve case that our customer has raised, but because of Freshchat our capability of helping our customer has become more easy and quick, it has easy access to customer profile and the message coming from customer has now easy to read and understand.
The Customer profiling feature helps alot and different integration with e-commerce application shows deatils of customer alltogether in dashboard. Freshchat makes available customer's data while solving customer quries help a lot. other features like omnichannel integration are very useful.
Sometimes customer's doesn't get merged, it creates new conversation, if there is seperate chat campign then for the same customer it will create new conversation.
We have huge customer quries which needs to be addressed in real-time, Freshchat features like quick-snippet and conversational chatbot helps to manage our customer support efficiently.
Freshchat is a best tool to solve various
There is nothing to dislike in freshchat.
It is helping me to solve various types of the queries of the students studying in my organization l.
