Searching for the ultimate guide to freshworks chat? You just landed on the right page. If you want an all-in-one messaging, live chat and chatbot platform, look no further than Freshchat. I’ve explored dozens of solutions, but Freshchat’s ease of use and powerful features make it stand out.

You know how frustrating it is to juggle multiple apps when a customer needs help? Freshchat solves that by consolidating website chat, mobile in-app messaging and social channels into one interface. Backed by Freshworks’ decade of experience and trusted by thousands of brands, it’s built to scale from small teams to global enterprises. And with our special offer, you can Try Freshchat for 14-days Free Today—no credit card required.

What is freshworks chat?

Freshchat is a modern customer messaging platform designed to help businesses engage and delight customers across every channel. It brings live chat, chatbots and social messaging into a single workspace, so agents can handle all conversations without switching tabs or apps. From proactive web chat campaigns to automated bot responses on WhatsApp, Freshchat streamlines support and boosts satisfaction.

Whether you’re an e-commerce store owner, a SaaS provider, or a service business, Freshchat adapts to your workflow. It offers intuitive team inboxes, AI-driven automation, and powerful analytics—all with minimal setup. The result? Faster response times, more personalized service and happier customers.

Freshchat Overview

Freshchat was launched in 2017 as part of Freshworks’ suite of customer engagement products. The founding vision was simple: build a messaging platform that empowers teams to have meaningful conversations at scale. Since then, Freshchat has grown rapidly, earning accolades for its intuitive interface and robust feature set.

The mission behind Freshchat is to bridge the gap between customers and support teams by making communication effortless. Over the years, it has integrated with popular CRMs, e-commerce platforms and collaboration tools, ensuring seamless workflows. Today, Freshchat supports millions of conversations every month, trusted by companies of all sizes worldwide.

Pros and Cons

Fast, intuitive setup: Agents can start chatting in minutes with a guided onboarding process.

Unified messaging: Consolidate web chat, mobile app chat and social channels in one inbox.

AI-driven bots: Automate routine queries, route conversations and collect leads 24/7.

Powerful analytics: Track team performance, customer satisfaction and bot effectiveness.

Scalable pricing: A free tier for small teams and flexible paid plans for growth.

Seamless integrations: Connect with CRMs, ecommerce platforms and support tools.

Some advanced features require higher-tier plans, which may be pricey for very small teams.

Occasionally, customizing bots and workflows demands a learning curve for non-technical users.

Features

Freshchat offers a comprehensive set of features to enhance support efficiency and customer engagement. Below are the core capabilities that set it apart:

Unified Omnichannel Inbox

Manage conversations from multiple channels in one view to avoid context switching.

• Website chat widget and in-app messaging
• WhatsApp, Facebook Messenger, Instagram Direct
• Email integration for ticketed follow-ups

AI-Driven Chatbots

Deploy bots to handle routine queries, qualify leads and provide instant answers.

• Pre-built templates for FAQs, appointment bookings and order status
• Custom dialogues with conditional logic and data collection
• Seamless handoff to agents for complex issues

Proactive Engagement

Trigger targeted messages based on visitor behavior to increase conversions.

• Custom chat campaigns by URL, region or session duration
• In-page banners and CTAs to grab attention
• Drip-messaging to guide customers through onboarding

Contextual Customer View

Equip agents with rich context for personalized conversations.

• Conversation history across channels
• Customer profile with past purchases and open issues
• Custom attributes for segmentation and routing

Advanced Reporting and Analytics

Gain visibility into team performance and customer satisfaction.

• Real-time dashboards for chat volume, response times and ratings
• Bot performance metrics and resolution rates
• Exportable reports to track SLAs and identify bottlenecks

Collaboration and Ticketing

Resolve complex issues by converting chats into tickets and collaborating internally.

• Internal notes and @mentions to loop in experts
• Ticketing workflows with priority, status and SLA policies
• Integration with Freshdesk for a seamless support experience

freshworks chat Pricing

Freshchat offers four pricing tiers designed to fit teams of all sizes. Choose the plan that aligns with your needs and budget:

Free

Price: $0/agent/month
Ideal for: Small teams just starting with live chat
Highlights:

• Website chat widget
• Email and team inbox
• Up to 10 agents at no cost

Growth

Price: $23/agent/month
Ideal for: Growing teams needing social and messaging channels
Highlights:

• Everything in Free
• WhatsApp & Facebook Messenger support
• Real-time dashboards

Pro

Price: $59/agent/month
Ideal for: Mid-sized teams requiring advanced automation
Highlights:

• Everything in Growth
• Custom dashboards
• SLA policies and routing rules
• Multilingual conversations

Enterprise

Price: $95/agent/month
Ideal for: Large organizations with complex workflows
Highlights:

• Everything in Pro
• Skill-based assignment
• Enhanced security and compliance
• Priority support and onboarding

Freshchat Is Best For

Freshchat’s versatility makes it suitable for a wide range of industries and team sizes. Here are some of the audiences who benefit most:

Small Businesses

With a free tier and intuitive setup, small teams can start chatting with customers immediately, without a steep learning curve.

Growing Support Teams

The Growth plan adds social messaging and dashboards, giving teams the insights they need to scale effectively.

Enterprises

Advanced routing, security controls and multilingual support meet the demands of large, global organizations.

E-commerce Brands

Proactive campaigns, order tracking bots and integration with e-commerce platforms help increase revenue and reduce cart abandonment.

SaaS Companies

Use in-app messaging and contextual customer profiles to onboard new users and reduce churn.

Benefits of freshworks chat

Implementing Freshchat can transform the way your team interacts with customers. Key benefits include:

• Improved response times: Consolidated inboxes and automation ensure customers aren’t left waiting.
• Higher satisfaction scores: Personalized, context-aware conversations lead to happier customers.
• 24/7 support with bots: Automate common queries and keep customers engaged even outside business hours.
• Increased agent productivity: Internal collaboration tools and unified conversations reduce handoff errors.
• Data-driven decisions: Analytics help you identify gaps and optimize your support strategy.
• Scalable platform: From free to enterprise plans, Freshchat grows with your business. You can Try Freshchat for 14-days Free Today and see the impact firsthand.

Customer Support

Freshchat’s own support is fast and responsive. Whether you need help setting up your first bot or troubleshooting an integration, their team is available via live chat, email and phone on higher plans.

They also offer a comprehensive knowledge base and community forums where you can find best practices, troubleshooting guides and tips from other users.

External Reviews and Ratings

Most users praise Freshchat for its easy onboarding, robust automation and clear pricing. Reviews on software comparison sites highlight its intuitive UI and reliable performance.

A few customers note that advanced customizations can take time to master, but Freshchat continuously adds improvements and detailed documentation to address those learning curves.

Educational Resources and Community

Freshchat users have access to webinars, tutorial videos and live training sessions. Their blog covers messaging best practices, success stories and product updates. There’s also an active user community where you can network and share tips.

Conclusion

Freshchat delivers a unified messaging solution that elevates customer support across web, mobile and social channels. Its AI-driven bots, proactive engagement tools and in-depth analytics give teams the power to respond faster and personalize at scale. Whether you’re a small startup or a global enterprise, Freshchat can streamline your support operations and drive satisfaction.

If you’re ready to revolutionize your customer conversations, Try Freshchat for 14-days Free Today.