Freshchat review
A flexible Freshworks chat platform with free essentials and deeper paid routing, reporting, and security.
Reviewed by iTechGuides Editors · Editorial team · Updated Sep 2026
Freshchat is Freshworks software for customer conversations across websites, mobile apps, and messaging channels. It is designed for sales, marketing, and customer-support teams that need live-agent chat, shared inboxes, AI-powered chatbots, proactive customer journeys, analytics, and conversation routing in one product. Website and mobile-app widgets, role-based access controls, and an agent workspace support both customer-facing chat and team operations.
Pricing is structured from a free entry point to progressively more controlled workflows. The Free plan includes a web and mobile chat widget, shared inbox, email connection, and roles and permissions. Growth costs $19 per agent per month when billed annually and adds social media messengers, text messaging, reporting, and dashboards; Freddy AI Agent is available as an add-on. Pro costs $49 per agent per month annually and adds multilingual conversations, custom dashboards and reporting, intelligent routing, multiple SLA policies, and an agent availability dashboard. Enterprise costs $79 per agent per month annually and adds skill-based routing, audit logs, JWT authentication, allowed domains, and IP whitelisting. A 14-day free trial is also available.
Freshchat fits teams that want to expand from basic chat into multichannel messaging, automated conversations, proactive journeys, and operational reporting. Its named integrations include Shopify, Salesforce, Slack, Jira, and Five9, while web and API access provide the stated platform foundation. The main buying consideration is tier placement: AI assistance is an add-on at Growth, and more advanced routing and security controls begin at Pro or Enterprise. Choose Freshchat when Freshworks alignment, shared inbox workflows, and omnichannel support matter; consider another option if your priority is a broader named integration ecosystem or if advanced capabilities must be included at the lowest paid tier.
Freshchat pros and cons
- Where it wins
- Free plan includes web and mobile chat, shared inboxes, and email connection
- No-code AI chatbots, customer journeys, routing, and SLA policies
- Supports live chat plus social, text, and other messaging channels
- Where it doesn't
- Freddy AI Agent is an add-on on the Growth plan
- Advanced routing, audit logs, and authentication require higher tiers
- Platform access is centered on web and API, with five named integrations
Freshchat fact sheet, pricing and score →
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