What is Freshchat?
Freshchat is a live chat and messaging platform from Freshworks that lets businesses support customers on their website, in their mobile app and on messaging channels such as WhatsApp, Instagram and Facebook Messenger. It combines a shared inbox, AI-powered bots and routing so support teams can handle conversations at scale. Freshchat is priced per agent and includes a free plan for up to 10 agents.
AI features come from Freddy, Freshworks' AI layer. The Freddy AI Agent answers customer questions automatically and is billed per block of sessions, while Freddy AI Copilot helps human agents draft replies as a paid add-on. Freshchat also sits inside the wider Freshworks suite: teams that need ticketing and a knowledge base alongside chat can move to Freshdesk Omni, which bundles these channels together.
Freshchat at a glance
How does Freshchat work?
- Install the chat widget or SDK
Add the Freshchat widget to your website or the SDK to your iOS or Android app.
- Connect messaging channels
Link WhatsApp, Instagram, Facebook Messenger, LINE, SMS and email so all conversations reach one inbox.
- Deploy AI bots
Set up the Freddy AI Agent to answer common questions and collect details before a human steps in.
- Route to the right agent
Routing rules, and skill-based routing on Enterprise, send conversations to the best available team member.
- Report and refine
Use dashboards on agent productivity, customer behavior and bot performance to improve your setup.
Freshchat key features
Live chat widget
A chat widget for websites and native mobile apps that supports real-time and asynchronous messaging.
Messaging channels
Support customers on WhatsApp, Instagram, Facebook Messenger, LINE and SMS from one inbox, on Growth and higher plans.
Freddy AI Agent
An AI agent that resolves routine questions on web and messaging channels, billed at $49 per 100 sessions.
Freddy AI Copilot
An add-on that helps human agents with suggested replies and summaries, priced per agent.
Unified agent workspace
Agents see past conversations, purchases and open issues from any channel next to the chat.
Intelligent routing and SLAs
Pro adds intelligent routing and multiple SLA policies, and Enterprise adds skill-based routing.
Proactive messaging
Reach customers on web or messaging channels before they raise an issue.
Reporting and dashboards
Standard and custom reports on team productivity, customer behavior and bot effectiveness.
Why use Freshchat?
- A free plan for up to 10 agents makes it easy to start.
- Popular messaging channels like WhatsApp and Instagram share one inbox with web chat.
- Freddy AI can resolve repetitive questions without adding headcount.
- It connects naturally with Freshdesk and other Freshworks products.
- Per-agent pricing scales clearly as the team grows.
Who is Freshchat best for?
A good fit for
- Small and mid-size support teams
- Businesses that support customers on WhatsApp and Instagram
- Companies already using Freshdesk or other Freshworks tools
- Mobile app teams that need in-app chat
Less suited to
- Teams that want full ticketing and a knowledge base in the chat plan without upgrading
- Very small budgets that need AI agents for free
- Companies wanting flat, workspace-based pricing
Freshchat pricing
| Pricing model | Freemium |
|---|---|
| Free plan | Yes |
| Free trial | 14 days |
| Starting price | $19/agent/month billed annually |
Growth adds messaging channels and Freddy AI Agent sessions, Pro adds intelligent routing and custom reports, and Enterprise adds skill-based routing and security controls. Freddy AI Agent sessions and Copilot are billed on top of seats.
Prices checked October 2026. Vendors change plans often, so confirm on the official Freshchat pricing page before you buy.
Freshchat pros and cons
Pros
- Free plan for up to 10 agents
- Strong messaging channel coverage
- Built-in AI through Freddy
- Part of the broader Freshworks suite
Cons
- AI agent sessions and Copilot add costs on top of seat prices
- Social messaging channels require a paid plan
- Advanced ticketing pushes teams toward Freshdesk Omni
Freshchat integrations and platforms
Works with
Available on
Freshchat alternatives
See the full shortlist in Best Live Chat Software.
Freshchat FAQ
Is Freshchat free?
Yes. Freshchat has a free plan for up to 10 agents that includes the chat widget, a shared inbox, email connection, and roles and permissions. Messaging channels like WhatsApp and the Freddy AI Agent require a paid plan, starting with Growth at $19 per agent per month on annual billing.
What is Freshchat used for?
Freshchat is used for customer support over live chat and messaging apps. Businesses add a chat widget to their website or app, connect channels such as WhatsApp and Instagram, and use Freddy AI bots to answer routine questions. Human agents handle the rest from a shared inbox with routing and reporting.
Freshchat vs Intercom: what's the difference?
Both offer live chat, messaging channels and AI agents. Freshchat has a free plan for up to 10 agents and lower entry pricing, and it fits naturally with Freshdesk. Intercom combines chat with a full help desk and its Fin AI agent, billed per outcome, and tends to suit larger or more product-led support teams.
Does Freshchat support WhatsApp?
Yes. Freshchat connects to WhatsApp for Business so agents can respond to WhatsApp chats in the same inbox as web chat and other channels. Bots can also be launched on WhatsApp. Social messaging channels are included from the Growth plan upward rather than on the free plan.
Is Freshchat the same as Freshdesk?
No. Freshchat is Freshworks' live chat and messaging product, while Freshdesk is its help desk for ticketing. Freshdesk Omni combines ticketing, a knowledge base and messaging channels, and Freshworks presents it as the upgrade path for Freshchat users who need more than chat.
Sources
This overview is based on Freshchat's official website and documentation, checked October 2026.