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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.
Frinedly Tool to work on ticketing Process, Good Infrastructure well designed
Nothing to mention on the same.Thank you
Ticketing Flow was good it helps me to learn the things in easy way
Intelliassign is one of the most useful section.
Reports section in the app need to improve a bit.
Handling customer concerns/queires
Easy to navigate, simple layout, user-friendly
The fact that I need to click on the photos one by one instead of clicking one and the rest is automatically downloaded for me to view. Lagging, too.
Easy to review past conversations when investigating a case.
I love that every teammate can have access to the chat that any member of the teammate is on. In that way, it foster teamwork and accountability.
I do not like the fact that the mobile experience is difficult to navigate compared to the desktop user experience
The main problem it is solving is that it bridges the communication channel between users and producers as regards to the service provided to the users and producers are also able to get feedback as a result of freshchat
Quick & easy to use, user friendly can be recommended to others
NA it is awesome. But we should get frequent updates
It is used for solving customer queries
Most easy and friendly interface even get more option to check the analytics of the agent and track all the records of agents and customer interaction of chats.
There were no negative point of the freshchat as it allows you to track all the possibility interaction with the customer and agents performance but have to make more smooth as sometime it keeps lag.
Easy way to interact with customers with one click and easy to reply with the / command so we can easily response to customer in the timely manner being on the multiple chats.
This tool is easy to use and helps us help our valued customers :)
Nothing to be honest, when the system was built for our business we were consulted to give it a personalised touch.
Its an integrated system that enables our Digital Care team to assist the customer seamlessly.
You can see all of the chats that are coming in and can add private notes for the other team members to check.
Everything is all good and the tool is providing us the necessary features that we need to support customers.
Solving customer's inquiries in a timely manner.
Freshchat is very user-friendly. I especially love that we can create canned messages, which saves a lot of time.
Everything is great! Keep up the great work!
There is structure when assisting the patient's in a timely manner, and we are able to provide wonderful customer service.
Easy to set up with different channels, and convert chats into tickets in Fresdesk.
Some integrations are clunky, have not had much luck with BigCommerce.
It is the fastest way for a customer to ask a question and for us to give an answer so it helps to streamline our processes.
The best tool for customer interactions. They also have a 24/7 support. You can also share new feature requirements with them to customize or ease your experience.
Nothing. So far - the best CRM I've used.
It helps us connect with customers directly. Customer chat through our app which is directly linked with Freshchat.
Freshchat allows businesses to engage with their customers across various channels, including website chat, mobile app, social media, and email. This enables businesses to provide a seamless customer experience and respond to inquiries from different platforms.
Some users have found Freshchat to be a bit complex, especially for smaller businesses with limited resources or technical expertise. The extensive features and customization options available in Freshchat may require a learning curve or dedicated resources to set up and manage effectively.
Freshchat helps businesses effectively manage customer communication across multiple channels. It provides a centralized platform to handle inquiries, support requests, and conversations from various sources, such as website chat, social media, email, and mobile apps. This streamlines the communication process, prevents messages from falling through the cracks, and ensures a consistent customer experience.
ace of use and granular configurations and filtering the tickets
Initial user education and one-time setup is as usual a big challenge for any product.
Seamless customer service management across all channels
Easy navigation, wherein we can search for options on implementation and round the clock availability of support team
Restrictions, have to rely on Meta for proactive reach out
Blocking Spam user, template approval form Meta instead of Freshchat
That messages from various channels can all come into one place and be responded fromcentral place
nothing really just that same client can send multiple messages at the same time
Urgent requests from clients are addressed in an instant, and this helps in service delivery and customer experience
Convenience of reports BOT feasibility Communication whatsapp messages
Integrations are difficult For different logs need to reach to admin team everytime
Chat with the customer Live experience
Interface is excellent, support is very helpful.
The same WhatsApp number cannot be shared between Freshdesk Omnichannel and Freshsales. This is a major issue that needs to be resolved. We CANNOT have a separate number for sales and notifications.
It gives us an integrated system to manage support queries from various sources - WhatsApp, Instagram, email, et cetera.
Simplicity, ease of use, 100% uptime, quick customer resolution
Their Bots onboarding team has to improve their technical skills and problem-understanding.
Freshchat has helped us improve Jumkey.com conversion rate by 0.5% Worth mentioning more than 50% of our website conversions are happening in Freshchat with live agents. Our agents love Freshchat system.
Easy interface and setup. Great way to communicate with your customers in a timely manner or use it as a second or third source for support. The API is also a great way to have additional benefits if you want to create your own dashboard across all the Freshworks systems.
Support has been great, but it does take some time to fix an issue if it is a complex case. The support should start with an email, and if the communication keeps going back and forth, I think a call is warranted so we can fix the issue and close the case. I do not have many things to say negatively about FreshChat.
Faster responses to our clients via the chat. If the issue can not be resolved by chat, then we will reach out.
Beneficial support desk that is very knowledgeable and can fully assist with any queries raised.
Raising tickets and getting different responses depending on the agent dealing with the query.
How to build the chat bots and how to to test changed within Code pen
Quick Response and excellent customer service experience.
Some of the issues take too long to be solved sometimes.
It has helped a lot to gain new customers for our business with easy and quick chatbox.
It's easy to set up and they have a free version to use for your organization.
The free version doesn't let you connect to your helpdesk. You would need to duplicate your articles in the Freshdesk and in Freshchat.
We use Grasshopper for phone calls. Grasshopper charges extra for texting capability. With Freshchat, customers can text message us without incurring an additional cost.
It's super simple and super easy to use. Their customer support is always available for help for any queries.
Some additional features may come difficult to set up, however it doesn't take much effor once you contact their support for help!
We are using Freshchat for a live time conversations with our clients. It is beneficial for us to keep in touch with our clients since without this they will not receive the assistance needed.
Easy integration, can add social media messages and also whatsapp
Instagram cannot be added and multiple shopify stores as well
It helps companies deal with their customers through Omni channel solutions
flow of work is good , and handling chats and calls are very easy
Sever issue minor but rest of all is amazing
handling chats and calling system is amazing
One of the best software I have never used it before and also it work very perfect and amazing I think it shud be for all
Many updates of fc so please stop it that henece
some time it won,t get calls from Fresh chat
Unified inbox experience to manage conversations across digital channels.
none so far. i have not experience any negative
Users can automate conversation routing in Freshchat, where you can assign conversations to individual team members or groups based on rules that you need to define.
It's so useful for me as an agent cause I can solve the issues that face my customers and make it easier and more beneficial for them to be satisfied with the service I provide.
Sometimes in rush hours, as I have to solve all kinds of cases, I deal with so many chats at the same time, and it gets stacked on the queue, which appears to the customer that we are intentionally avoiding them, but it's not a big deal as we handle them.
All kinds of problems, I really mean it cause customer can contact with us so quickly and that exposing the main issues that face our clients which help us improve our way of service.
The chat is amazingly simple to integrate with your application. I also loved the customization feature to match users' branding guidelines. Also features like bot, campaign, topics, faqs, etc are too good.
The only downside I notice is that there are no tutorials available for most of the features. I had to contact support for Demo which took quite a long. I suggest a separate tutorial on every feature like bots, campaign, setup, etc.
We use Freshdesk message to give support ability to our platform via chat. We also use it to inform our visitors about new deals, features,etc via campaign feature
Their simple and easy to use User interface, app integration functionality, chat bot service
At times the account manager is not available over the call or email
Helping with multiple channels to assist the customers via live chat, whatsapp chats.
