Serve up smiles on any channel with Freshchat.
Grade: A — Score: 100/100
Freshchat leverages advanced technology to provide a seamless customer messaging experience across various channels, including web, mobile, and social media. Its AI-driven bots facilitate quick self-service options, ensuring that customers receive timely assistance without unnecessary delays.
The platform streamlines workflows by equipping agents with a unified workspace that consolidates customer interactions and context, enabling personalized support. This integration of messaging, email, and voice channels allows businesses to engage customers proactively and resolve issues efficiently.
However, businesses must consider potential risks such as over-reliance on automation, which may lead to customer dissatisfaction if not balanced with human interaction. Additionally, ensuring data security and compliance with regulations is crucial as customer interactions are handled across multiple channels.
Free: $0 for up to 10 agents
Growth: $19/agent/month billed annually
Pro: $49/agent/month billed annually
Enterprise: $79/agent/month billed annually
Consider switching to Zendesk Chat: Zendesk Chat offers similar features with a focus on extensive integrations and customization options.
Freshchat is Freshworks' standalone conversational-support product for chat, messaging, email, social channels, and AI-assisted conversations. Freshdesk Omni is the broader unified customer-service platform that combines real-time messaging with ticketing, email, knowledge, routing, and other service workflows in one command center.
Freshchat counts all interactions between one end user and the Freddy AI Agent within a 24-hour window as one session. Freshworks says Growth, Pro, and Enterprise receive 500 one-time complimentary sessions per account, after which additional sessions cost $49 per 100 and unused paid sessions do not roll over beyond the billing cycle.
Yes. Freshworks lets admins configure Freshchat AI Agent handover rules, including transfer to a human agent, fallback behavior, business-hours handling, and what should happen when the AI Agent cannot resolve a request. Freshworks recommends configuring agents, groups, and assignment rules before enabling handoff.
No. Freshworks currently sells Freddy AI Copilot as a separate add-on for Freshchat Pro and Enterprise at $29 per agent per month when billed annually. The add-on can be assigned to only the agents who need it, so Freshworks does not require every agent in the account to have a Copilot license.
Freshchat can add usage charges for Freddy AI Agent sessions, connector app tasks, campaign contacts, and day passes. Freshworks currently lists connector tasks at $80 per 5,000 tasks, paid-plan campaign contacts at $100 per month per additional 5,000 contacts, and plan-specific day-pass prices in addition to the base agent subscription.
Yes, WhatsApp can add charges that are separate from the Freshchat seat price. Freshworks says customer-initiated WhatsApp conversations can be answered within the 24-hour service window, while approved template messages used outside that window are subject to Meta's per-message fees, which Freshworks passes through on the customer's invoice.
Freshworks lists multilingual conversations on Freshchat Pro and Enterprise. Those plans can translate incoming and outgoing customer communications across more than 45 languages, while some Freddy Copilot translation capabilities have their own documented channel and add-on requirements.
Yes. Freshworks lists SAML single sign-on across the current Freshchat plan comparison and documents organization-level SSO using SAML, OAuth 2.0, OpenID Connect, or JWT. Freshworks also documents identity-provider setups such as Okta, Microsoft Entra ID, ADFS, and OneLogin.
Yes, but the level of extension depends on the workflow and plan. Freshchat Pro and Enterprise include bring-your-own-channel support through APIs, while Freshworks also provides Marketplace apps, connector tasks, and integrations for systems such as Shopify, Salesforce, Slack, Jira, Microsoft Teams, and Freshsales.
No. Freshworks says standalone Freshchat accounts do not have a direct automatic upgrade path to the new Freshdesk Omni because the products are on separate platforms. A standalone Freshchat customer must create a new Freshdesk Omni account and manually rebuild or transfer the required Freshchat setup, while legacy Freshdesk Omnichannel accounts with Freshchat usage follow separate guided migration paths.
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