Freshchat (freshchat.com) is a modern AI-first customer messaging and engagement platform developed by Freshworks, designed to help businesses deliver fast, personalized support across web, mobile, and social channels. Freshchat combines intelligent AI chatbots powered by Freddy AI with a robust omnichannel inbox where support agents manage conversations from web chat, email, WhatsApp, Apple Messages for Business, LINE, and other channels in a unified workspace. Deep integration with Freshdesk, Freshsales, and the broader Freshworks suite makes Freshchat the natural customer communication layer for organizations already using Freshworks products. With proactive messaging, in-app campaigns, and AI-powered agent assistance, Freshchat enables support teams to deflect repetitive inquiries with automation while delivering higher quality responses on complex issues.
How Freshchat Works
Deploy the Freshchat messenger on your website or mobile app and configure the Freddy AI chatbot to handle incoming conversations automatically. Freddy AI resolves common questions by drawing from your knowledge base, FAQ articles, and configured workflows without requiring agent involvement. When conversations require human escalation, Freddy transfers the context seamlessly to the right agent based on routing rules. Agents work from the unified inbox, seeing all channels and conversation context in one place, with Freddy AI suggesting relevant reply snippets and article recommendations in real time. Use the campaign builder to send proactive outbound messages to user segments based on behavior, lifecycle stage, or custom attributes. Access analytics dashboards to track response times, bot resolution rates, CSAT scores, and agent performance.
Key Features
- Freddy AI chatbot — intelligent bot that resolves inquiries from knowledge base content automatically
- Omnichannel inbox — unified agent workspace for web, mobile, WhatsApp, email, and social channels
- AI agent assist — Freddy surfaces reply suggestions and article recommendations for agents in real time
- Proactive campaigns — send targeted outbound messages to users based on behavior and attributes
- In-app messaging — engage mobile app users with in-product messages and support
- Custom bot flows — build no-code conversation flows for lead capture, onboarding, and FAQ deflection
- Routing and assignment rules — automatically route conversations to the right team or agent
- Analytics and reporting — CSAT, bot resolution rate, response time, and agent performance dashboards
- Freshworks integration — native sync with Freshdesk, Freshsales, and Freshservice
- Knowledge base — self-service article library that powers both bot responses and agent suggestions
Freshchat Pricing
| Plan | Monthly | Annually | Key Inclusions |
|---|---|---|---|
| Growth | $29/mo | $19/mo | Omnichannel inbox, Freddy AI chatbot, basic bot flows, email support, standard analytics |
| Pro | $59/mo | $49/mo | All Growth features, advanced bot flows, AI agent assist, campaigns, custom routing, advanced analytics |
| Enterprise | $119/mo | $99/mo | All Pro features, enterprise security, SSO, audit logs, custom roles, SLA, dedicated support |
| Custom | Custom | Custom | All Enterprise features, custom volume, dedicated infrastructure, tailored SLA, account management |
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Who Should Use Freshchat?
Freshchat is the ideal choice for businesses already using Freshdesk, Freshsales, or other Freshworks products who want a deeply integrated messaging layer without maintaining separate vendor relationships, mid-market companies scaling their customer support operations across multiple digital channels, e-commerce and SaaS businesses using AI chatbot deflection to reduce support ticket volume, support teams that need proactive messaging and campaign capabilities alongside reactive support, and organizations that want AI agent assist to improve the speed and quality of human agent responses. The annual Growth plan at $19/month is a competitive entry point for growing support teams.
