Key takeaways
- Freshchat costs $19, $49, or $79 per agent per month on annual billing. Growth, Pro, and Enterprise are $23, $59, and $95 when billed monthly. A Free plan covers up to 10 agents.
- The free trial is 14 days of Enterprise features. After it you pay by card, or Freshworks suspends the account. The pricing page does not say whether you can drop to the Free plan instead.
- AI is billed separately. Each account gets 500 free Freddy AI Agent sessions once, then pays $49 per 100. Freddy AI Copilot is a $29 per agent add-on for Pro and Enterprise.
- G2 shows Freshchat at 4.4 out of 5. Reviewers praise ease of use and the single inbox, and criticize basic reporting, notification delays at high volume, and limited AI.
- Freshchat is the chat product, not the help desk. Freshworks points teams that need advanced ticketing and a knowledge base to Freshdesk Omni.
- It fits teams that want chat across many channels on a low seat price. It is a weaker fit if you want ticketing, a knowledge base, and an AI agent in one tool from day one.
Freshchat is the live chat and messaging product from Freshworks. It puts website chat, email, social messengers, WhatsApp, and SMS into one team inbox, with a Free plan for up to 10 agents. Reviewers like how easy it is to start and how many channels it covers. The complaints repeat too: reporting is basic, the AI is metered, and several features sit behind higher tiers. This review is built from Freshworks’ public pricing and product pages and G2 reviews, checked in October 2026. Tidio appears in the alternatives section and is not the right pick for every team.
Freshchat at a glance
| Freshchat | |
|---|---|
| What it is | Live chat and messaging software from Freshworks, with a team inbox, chatbots, campaigns, and the Freddy AI agent |
| Best for | Small and mid-sized teams that talk to customers on chat, WhatsApp, and social and want a low seat price |
| Not ideal for | Teams that need ticketing, a knowledge base, and an AI agent in one tool on the cheapest plan |
| Free plan or trial | Free plan for up to 10 agents; 14-day trial with Enterprise features |
| Starting price | Growth from $19 per agent per month, billed annually ($23 monthly) |
| AI | Freddy AI Agent on paid plans (500 free sessions once, then $49 per 100); Freddy AI Copilot $29 per agent on Pro and Enterprise |
| G2 rating | 4.4 out of 5 |
| Our verdict | A well-rated, affordable chat tool whose price rises with the tier, the channels, and the AI you add |
What Freshchat is and who it is built for
Freshchat is a customer messaging tool. It lets a support or sales team chat with website visitors and app users, and it pulls email, social messages, and texts into one shared inbox. Agents see who they are talking to, with past purchases, open issues, and earlier conversations from any channel next to the chat.
The naming trips people up, so here is the map. Freshworks sells three things that overlap:
- Freshchat: the messaging product reviewed here, with its own plans and a Free plan.
- Freshdesk: the ticket-based help desk. Our Freshdesk review covers it.
- Freshdesk Omni: the combined version with ticketing and chat. It has its own plans at $29, $79, and $119 per agent per month on annual billing.
Freshworks’ own Freshchat page says to “upgrade to Freshdesk Omni for advanced ticketing, knowledge bases, and more.” Freshchat is where the conversation happens, and Omni is where Freshworks wants the heavier support work to live.
G2 reviewers come mostly from small and mid-sized companies. That fits the Free plan and the $19 entry point.
Freshchat features, capability by capability
These are the capabilities that Freshworks’ pages and its reviewers describe most.
Live chat and the team inbox
A chat widget goes on your website and mobile apps, and every plan includes it. Conversations land in a shared team inbox where agents can assign a chat, leave a private note, and insert a canned response by typing a slash. The panel beside the chat shows contact properties, so an agent can see a customer’s details without switching tabs.
The limit: the inbox is built for conversations, not cases. Freshworks says as much when it points teams to Freshdesk Omni for advanced ticketing.
Channels: email, social, SMS, and WhatsApp
Email connects on every plan. Facebook and Instagram messengers and text messaging (SMS, WhatsApp, Line, and Google Business Messages) start on Growth. A conversation can begin on SMS, continue on WhatsApp, and end over email, with the full history in one thread. Pro adds bring-your-own-channel, which connects another messaging app through APIs. Voice runs through Freshcaller, which Freshworks prices from $15, $39, and $69 per agent per month by plan.
The limit: channels are tiered. The Free plan gets chat and email only, so a store that sells over WhatsApp starts at $19 per agent, not $0.
Freddy AI Agent and Copilot
Freddy AI Agent answers customers on chat and messaging channels, and you can set what it says when a conversation starts, how it collects feedback, what it sends when it cannot answer, and when it hands off to a person. It supports many languages and replies in the language the customer uses. Freshworks says the agent can deflect up to 86% of customer requests, which is its own claim and not a measured average. Freddy AI Copilot is the agent-side assistant: it summarizes conversations, suggests next steps, and improves the tone of replies.
The limit: the AI is metered. The agent bills per session and Copilot is a per-agent add-on. The pricing section shows what that does to a bill.
Campaigns and proactive messages
Freshchat can start conversations before a customer asks. You can message visitors on your website or app, or run campaigns by email, SMS, and messaging apps. Freshworks sells campaign contacts at $100 per month per 5,000 contacts, with 100 contacts a month included on the Free plan and 500 on paid plans.
The limit: campaigns are a usage meter, like AI sessions. Count your contacts before you plan a promotion.
Routing, SLAs, and agent workflow
Every plan has roles and permissions and single sign-on. Pro adds intelligent routing, multiple SLA policies, business-hours settings, and an agent availability dashboard. Enterprise adds skill-based routing, audit logs, JWT authentication, and domain and IP allowlisting.
The limit: the controls that keep a busy queue fair start at $49 per agent. A team on Growth routes by hand.
Reporting and dashboards
Growth and up get standard reports and real-time dashboards. Pro adds custom dashboards. Freshworks’ analytics cover team productivity and bot effectiveness, so a lead can see which questions the AI misses.
The limit: reporting is where reviewers want more. One G2 reviewer called Freshchat’s analytics “fairly basic compared to competitors.” Another said reports are not fully real time during peak hours.
Integrations
G2 lists integrations with the rest of the Freshworks suite (Freshdesk, Freshsales, Freshcaller) and with outside apps such as Calendly, Klaviyo, Pipedrive, and Meta for Business. Connector apps sync data with other tools and are billed in tasks.
The limit: connectors consume tasks, which Freshworks sells at $80 per 5,000. A busy sync is a usage bill, not only a setting.
Freshchat pricing in 2026
Freshworks publishes its prices. The pricing page defaults to annual billing and says annual saves 20%. Prices are per agent per month in US dollars, and taxes are extra.
| Plan | Annual billing | Monthly billing | What the tier adds |
|---|---|---|---|
| Free | $0 | $0 | Up to 10 agents, chat widget on web and mobile, shared inbox, email, roles and permissions |
| Growth | $19 per agent | $23 per agent | Freddy AI Agent, Facebook and Instagram messengers, text messaging, reporting and dashboards |
| Pro | $49 per agent | $59 per agent | Multilingual conversations, custom dashboards, intelligent routing, multiple SLA policies, agent availability dashboard |
| Enterprise | $79 per agent | $95 per agent | Skill-based routing, audit logs, JWT authentication, domain and IP allowlisting |
What the AI and add-ons cost
The seat is only part of the bill. These are the add-ons on the pricing page:
| Add-on | Price | How it works |
|---|---|---|
| Freddy AI Agent sessions | 500 free once per account on paid plans, then $49 per 100 sessions | On chat, every interaction with the AI agent within 24 hours of the customer starting counts as one session |
| Freddy AI Copilot | $29 per agent per month annual ($35 monthly) | Pro and Enterprise; you can assign it to some agents and not others |
| Day passes | $2, $7, or $12 per pass, by plan | Temporary access for an occasional agent instead of a full seat |
| Campaign contacts | $100 per month per 5,000 contacts | Proactive campaigns by email, SMS, and messaging apps |
| Connector app tasks | $80 per 5,000 tasks | Used when connector apps sync data |
A session is billed whether or not the AI solved the question. Unused packs also expire when your payment cycle ends, so on quarterly billing they lapse every quarter.
What you will actually pay
These examples use annual billing and list prices, and they leave out day passes, connectors, campaigns, voice, and taxes.
- 3 agents on Free: $0 per month, because the Free plan covers up to 10 agents.
- 5 agents on Growth: 5 × $19 = $95 per month. On monthly billing it is 5 × $23 = $115.
- 10 agents on Pro with Copilot for all: 10 × $49 = $490, plus 10 × $29 = $290, so $780 per month.
- 25 agents on Enterprise with 1,000 paid AI sessions in a month: 25 × $79 = $1,975, plus 10 packs × $49 = $490, so $2,465 per month.
Three footnotes matter more than the table:
- Tiers decide what you get. Social messengers and texting start at $19, routing and SLAs at $49, and skill-based routing and audit logs at $79.
- Annual billing is the headline price. Monthly billing is about 20% higher on every paid plan, so a quote that does not name the billing basis is not comparable.
- Cancellation takes effect at the end of your term. Freshworks says there are no cancellation fees, and that a downgrade or cancellation applies when the term ends.
Is there a Freshchat free trial or free plan?
Both. The Free plan is $0 for up to 10 agents and includes the chat widget, a shared inbox, email, and roles and permissions. The pricing page states no end date for it.
The trial is separate. A new account gets 14 days of the Enterprise plan. Freshworks says you then choose a plan and pay by card, and that if you do not continue, the account is suspended. Its product page adds that no credit card is required to start. The pricing page does not say whether you can move to the Free plan when the trial ends, so ask Freshworks before you build on it.
Is there a Freshchat coupon? We found none on the pricing page. The only discount Freshworks publishes is the 20% for paying annually. Confirm any promo code on Freshworks’ own page before you pay.
What real users say about Freshchat
Freshchat holds 4.4 out of 5 on G2, observed October 2026. G2 is the one review site with a Freshchat profile we could use, so this section rests on it alone. Most reviews are from small and mid-sized companies, so read the pattern more than any single score.
What reviewers praise
Ease of use leads. A G2 reviewer described a “clean and intuitive” interface that lets agents handle several chats at once without losing context. Reviewers also like having customer information in one place, routing chats by availability or topic, and integrations with other tools. Automation and rule-based bots earn steady praise.
What reviewers criticize
The complaints repeat. Reporting and analytics are the most common: reviewers call them basic and want more customization, and some say advanced features sit on higher tiers. Notification delays and slower performance when chat volume peaks come up often. Several reviewers find the AI limited, with too few AI units per conversation. Pricing is a recurring note too, since cost grows with every seat. A few reviews describe slow setup help and billing disputes with Freshworks’ support teams.
Mind the sample. One review is not a trend.
Freshchat pros and cons
Pros
- A real Free plan. Up to 10 agents with chat, a shared inbox, and email at no cost.
- Low entry price. $19 per agent per month on annual billing for Growth, with every price published.
- Many channels. Chat, email, Facebook, Instagram, SMS, WhatsApp, Line, and Google Business Messages, plus phone through Freshcaller.
- Quick to learn. Ease of use is the top praise in G2 reviews.
- A path to more. Freshdesk Omni adds ticketing and a knowledge base when you outgrow chat.
Cons
- Features are gated by tier. Messengers and texting start at $19, routing and SLAs at $49, and skill-based routing at $79.
- AI costs extra. Freddy AI Agent sessions and Copilot seats are billed on top of each agent’s seat.
- Reporting draws criticism. Reviewers call the analytics basic and ask for more customization.
- Performance at peak volume. Reviewers mention notification delays and slower chats when traffic is high.
- The heavy support work lives elsewhere. Advanced ticketing and a knowledge base mean moving to Freshdesk Omni.
Who should choose Freshchat, and who should not
Choose Freshchat if:
- You want chat, WhatsApp, SMS, and social in one inbox for a team of up to 10 agents and want to start at $0.
- You already use Freshdesk, Freshsales, or Freshcaller and want one vendor and one login across them.
- You have someone to set up routing and reports, and you are happy to start on the $19 or $49 plan.
Do not choose Freshchat if:
- You want chat, ticketing, a help center, and an AI agent working on your site within a day, in one tool. Tidio combines live chat, a shared inbox, and the Lyro AI agent, with a free plan to start.
- You need advanced ticketing on the cheapest plan. At Freshworks that means Freshdesk Omni.
- You need AI costs to stay flat. Freddy AI Agent and Copilot are metered on top of the seat.
See Tidio plans and Lyro pricing
Freshchat alternatives, briefly
Teams usually leave Freshchat because they want ticketing in the same tool, a flatter bill for AI, or better reporting. These are the tools we cover on the blog.
| Tool | Best for | Read our take |
|---|---|---|
| Tidio | Online stores and small and mid-sized teams that want live chat, email, social, and an AI agent in one inbox, with a free plan | Tidio live chat |
| Intercom | Teams that want a chat-first, AI-first messenger for a product | Intercom review |
| Zendesk | Larger teams that want chat, phone, and a deep add-on catalog | Zendesk review |
| Help Scout | Small teams that want a simple, email-first shared inbox | Help Scout review |
| tawk.to | Small teams that want free live chat with unlimited agents | tawk.to review |
| Gorgias | Shopify brands that want order data inside each ticket | Gorgias review |
Tidio fits e-commerce teams, especially Shopify stores, because the Shopify integration shows a live cart preview and order history inside the chat. It also suits small and mid-sized teams that run live chat, email, Messenger, Instagram, and WhatsApp from one inbox. The Free plan covers up to 10 seats and 50 billable conversations a month, and Starter is $24.17 a month on annual billing (checked October 2026). Lyro, the AI agent, is sold separately, so its cost follows your usage, and its quotas are worth reading before you commit. Lyro can resolve up to 75% of support requests, and G2 reviewers rate Tidio 4.6 out of 5. Freshchat does some things better: it supports SMS, Line, and Google Business Messages, it has multiple SLA policies and skill-based routing, and it sits inside a suite with voice and ticketing. For a Shopify-specific view, see our Shopify chatbot guide.
Bottom line
Freshchat is an affordable, well-rated chat tool for teams that want many channels in one inbox and a low seat price. It rewards teams with an admin who will set up routing and reports. Price the tier you need plus any AI, test your busiest hour in the 14-day trial, and decide early whether you will need Freshdesk Omni for ticketing. If you mostly want chat and an AI agent live on your site, try a tool built for that.
Try Tidio free for your website chat
Related guides
Frequently asked questions
Freshchat is live chat and messaging software from Freshworks. It gives support and sales teams a shared inbox for website chat, email, social messengers, WhatsApp, and SMS, with chatbots, campaigns, and the Freddy AI agent.
Yes, up to a point. The Free plan is $0 for up to 10 agents, with a chat widget, shared inbox, email, and roles and permissions. New accounts also get a 14-day trial of Enterprise features. Paid plans begin at $19 per agent per month when billed annually.
On annual billing, Growth is $19, Pro is $49, and Enterprise is $79 per agent per month. Monthly billing is $23, $59, and $95. AI is billed on top: Freddy AI Agent sessions are $49 per 100 once the first 500 free ones are used, and Copilot is $29 per agent per month on Pro and Enterprise.
It is worth it for small and mid-sized teams that want chat on many channels at a low seat price, and for teams already on Freshworks tools. G2 rates it 4.4 out of 5. It is harder to justify if you need ticketing and a knowledge base in the same tool or want flat AI costs.
Yes. Freddy AI Agent is on the paid plans and answers on chat and messaging channels, with 500 free sessions once per account and $49 per 100 after that. Freddy AI Copilot helps agents with summaries and reply suggestions and costs $29 per agent per month.
Freshchat is the messaging product, built around live chat and a team inbox. Freshdesk is the ticket-based help desk. Freshdesk Omni combines ticketing and chat, with its own plans at $29, $79, and $119 per agent per month on annual billing.
We found no coupon on the pricing page. Freshworks publishes one discount: 20% off for paying annually. Confirm any promo code on Freshworks’ own site before you rely on it.
Tidio, Intercom, Zendesk, Help Scout, tawk.to, and Gorgias are the ones we compare most. Tidio suits online stores and small teams that want chat and an AI agent, Intercom suits product teams, and Zendesk suits larger support teams.
Tidio is AI customer service software for online stores and small teams. One inbox holds live chat, email, and social conversations, the Lyro AI agent answers common questions, and Flows automate the rest. A Free plan covers the basics.
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