Searching for a way to boost live chat engagement instantly? You’ve come to the right place. Freshchat is designed to bring your customers closer with real-time messaging across websites, mobile apps, and social channels.

In today’s fast-paced digital world, customers expect instant responses and seamless interactions. If you’re struggling to keep up, you’re not alone. I’ve explored dozens of tools, and Freshchat stands out for its intuitive interface, powerful AI-driven bots, and omnichannel reach.

What is Freshchat?

Freshchat is a customer messaging, live chat and chatbot platform built by Freshworks. It unifies conversations from your website, mobile app, social media messengers, SMS and more into one seamless inbox. Whether a visitor clicks the chat widget on your site or messages you on WhatsApp, agents can respond without toggling between apps.

Freshchat Overview

Founded by Freshworks, Freshchat launched with a mission to simplify customer engagement. Starting as a basic web chat widget, it has grown into an omnichannel messaging suite serving thousands of businesses worldwide.

Over the years, Freshchat has added AI-powered bots, proactive engagement, and advanced routing. Milestones include integration with over 30 messaging channels, support for multilingual conversations, and adoption by major brands across retail, SaaS and finance.

Today, Freshchat powers millions of conversations each month, helping teams boost satisfaction, cut response times and convert inquiries into sales.

Pros and Cons

Seamless Omnichannel Conversations: Bring website chat, mobile in-app messaging, social media and SMS into one inbox to eliminate channel switching.

AI-Driven Bots: Deploy chatbots in minutes to handle common queries, capture leads and route chats, reducing agent load.

Proactive Engagement: Trigger messages based on user behavior to reduce bounce rates and guide visitors to conversion.

Personalization at Scale: Agents gain context on past purchases, open tickets and channel history, enabling tailored support.

Easy Setup: Install the chat widget in minutes and integrate with CRM, helpdesk, and analytics tools without coding.

Scalable Plans: From free for small teams to enterprise-grade with enhanced security and SLA controls, there’s a plan for every stage.

– Some advanced features, like custom reporting dashboards, require a Pro or Enterprise subscription.

– Initial chat widget customization options can feel limited unless you upgrade.

Features

Freshchat combines multiple capabilities into one unified platform. Here are its core features:

Unified Inbox

All customer interactions—web chat, mobile app messages, WhatsApp, Facebook, Instagram, SMS, email—land in a single team inbox. This centralization reduces context-switching and speeds up replies.

• Assign conversations to specific agents or teams
• Tag, prioritize and filter chats by status, channel or custom fields
• Collaborate internally with notes and @mentions

AI-Powered Chatbots

Create and deploy bots to handle FAQs, collect lead details, and route chats to agents when needed. No coding required.

• Drag-and-drop bot builder
• Prebuilt templates for common use cases
• Fallback to live agents seamlessly

Proactive Messaging

Engage visitors based on their behavior. Trigger chat invitations when they linger, scroll or visit specific pages.

• Customizable message triggers and targeting
• A/B test proactive campaigns
• Track engagement metrics and conversion rates

Multilingual Support

Communicate with customers in their preferred language. Freshchat supports automatic translation and multilingual bot flows.

• Auto-detect user language
• Predefined translations for over 30 languages
• Localized chat widgets and messages

Freshchat Pricing

Flexible pricing plans let you choose the right feature set for your team size and budget.

Free

Price: $0/agent/month. Ideal for small teams getting started with live chat.

• Web and mobile chat widget
• Email integration
• Team inbox for up to 10 agents

Growth

Price: $23/agent/month. For growing teams needing messaging on social channels.

• WhatsApp, Facebook Messenger integration
• Real-time dashboards
• Basic bot workflows

Pro

Price: $59/agent/month. Advanced support with custom dashboards and SLA policies.

• Multilingual conversations
• Bring Your Own Channel (BYOC)
• Skill-based routing and advanced reporting

Enterprise

Price: $95/agent/month. Enterprise-grade security and compliance.

• Enhanced security controls and single sign-on
• Custom roles and permissions
• Dedicated account management

Freshchat Is Best For

Whether you’re a small startup or a large enterprise, Freshchat adapts to your needs.

Small Businesses

Want to start offering live chat without straining your budget? The Free plan gives you essential chat and email tools at no cost.

Growing Teams

If you’re scaling support channels and need WhatsApp or Messenger integration, the Growth plan unlocks social messaging and dashboards.

Enterprises

Complex support operations benefit from skill-based assignment, SLA policies, and enhanced security in Pro or Enterprise tiers.

Benefits of Using Freshchat

• Faster Response Times: Route inquiries automatically and let bots handle routine questions.
• Higher Customer Satisfaction: Personalize each conversation with context on past orders and support tickets.
• Reduced Support Costs: Scale with AI-driven bots, reducing the need for large agent headcounts.
• Increased Conversions: Proactive messages recover abandoning visitors and drive sales.
• Actionable Insights: Detailed analytics show team performance, bot effectiveness, and conversation trends.

Customer Support

Freshchat offers 24/5 support via email and in-app chat for all paid plans. Enterprise customers gain access to priority phone support and dedicated account managers.

The support team is known for fast response times and deep product knowledge. You can also submit feature requests and vote on roadmap items directly from the Freshchat console.

External Reviews and Ratings

Users consistently praise Freshchat for its intuitive UI and powerful automation features. On review sites, it holds a 4.5-star average, with highlights including easy setup and reliable performance.

Criticisms are rare but mention occasional limitations in widget styling and advanced reporting in lower tiers. Freshworks addresses feedback through regular updates and open communication on its public roadmap.

Educational Resources and Community

Freshchat users have access to the Freshworks Academy, which offers free tutorials, webinars and certification programs. The official blog covers best practices for live chat, AI bots and customer engagement.

A vibrant online community of thousands of agents and developers shares custom bot templates, integration scripts and troubleshooting tips on forums like Freshworks Community and StackOverflow.

Conclusion

Real-time engagement is no longer optional—customers demand instant, personalized support. Freshchat delivers an all-in-one solution for live chat, AI bots and omnichannel messaging. Ready to transform your customer experience? Mid-article link reminder: Freshchat makes setup quick and scales with your business.

Try Freshchat for 14-days Free Today and see how faster replies, smarter bots and unified conversations can drive engagement and loyalty.