This page may contain affiliate links. We may earn a commission if you purchase through our links, at no extra cost to you. Learn more.

Freshchat — AI-powered messaging from Freshworks for modern customer engagement

Freshchat

AI-powered messaging from Freshworks for modern customer engagement

4.2/5
Try Freshchat

What is Freshchat?

Freshchat, part of the Freshworks suite, is an AI-powered customer messaging platform that unifies conversations across web chat, email, phone, WhatsApp, and social media. Its Freddy AI engine automates responses, assists agents, and provides intelligent insights to improve support operations.

The platform integrates tightly with Freshdesk (ticketing), Freshsales (CRM), and other Freshworks products, creating a seamless workflow from first contact to issue resolution. This tight integration is a significant advantage for teams already in the Freshworks ecosystem.

Freshchat strikes a balance between capability and affordability, offering enterprise features like AI chatbots, auto-assignment, and analytics at price points accessible to small and mid-sized businesses. Its bot builder lets teams create flows for common scenarios without coding, while Freddy AI handles the unpredictable questions.

Key Features

  • Freddy AI chatbot with self-service resolution
  • Freddy Copilot for agent assistance
  • Omnichannel messaging (web, WhatsApp, social, email)
  • IntelliAssign for smart conversation routing
  • Unified inbox with conversation labels
  • Bot builder with no-code flow designer
  • Canned responses and FAQ suggestions
  • Integration with Freshworks suite
  • CSAT surveys and customer feedback
  • Real-time dashboard and agent analytics

Pros & Cons

Pros

  • Affordable entry point with a functional free plan
  • Tight integration with Freshdesk and Freshsales ecosystem
  • Freddy AI continually improves from conversation data
  • Clean, modern interface that agents enjoy using

Cons

  • AI features are strongest within Freshworks ecosystem, weaker standalone
  • Bot builder is less flexible than specialized platforms
  • Some advanced features locked behind higher tiers
  • Freddy AI accuracy can lag behind purpose-built AI platforms

Pricing

Model: per-seat

PlanPriceKey Limits
Free$0/moUp to 10 agents,Chatbot builder,Inbox views,Email channel
Growth$19/agent/moAll channels,Auto-assignment,Canned responses,Basic reporting
Pro$49/agent/moFreddy AI copilot,IntelliAssign,Advanced automation,Custom dashboards

Frequently Asked Questions

undefined
undefined
undefined
undefined
undefined
undefined
undefined
undefined

Compare Freshchat