Sold by: Freshworks Inc.
Deployed on AWS
Free Trial
Vendor Insights
AWS Free Tier
Make chat easy for digital customers and delight them with support on channels they love with conversational experiences
4.4
Overview
Freshchat is a modern messaging software built for sales and customer engagement teams to build conversations with prospects and customers on your website, mobile app, or social media. Freshchat helps businesses and its teams focus on a continuous and context-driven messaging experience.
Use-cases : Live chat(Web/Mobile app), Chatbots, WhatsApp, Instagram, Google Business Messages, etc.
Plans & Pricing : Each plan has different feature-set & pricing (freshchat.com/pricing)
Some of the main features available in the most-popular plan (Freshchat Enterprise) are:
Auto-resolve IntelliAssign Business Hours (by Groups) Live Translate Advanced Dashboard Advanced Automations POPULAR Team Performance Report Agent Availability Report Roles and Permissions CSAT Survey and Report Conversation APIs Allowed Domains User Authentication(JWT) Skill based routing
DISCLAIMER : We have listed only one plan here(which is most popular), other plans can be procured via AWS Marketplace via Private offer.
For Additional queries, Different plan options, or Custom / Volume Pricing via Private Offer please contact us at channels-awsportal@freshworks.com
Highlights
- Engage customers on the channel of their choice: Deliver a seamless experience for your customers across any channel, whether it is self-serve or agent-assisted. Messaging, live chat, even email and voice- you name it, we have got it.
- Scale support with AI-driven bots on any channel: Customers seek quick and effortless self-service on the channels of their choice. Easily create and deploy AI-driven bot experiences across your website, native app, and messaging channels.
- Help customers before they even know they need it: Proactively engage customers on web or messaging channels to stay ahead of potential issues. And turn any engagement with your company into a potential revenue-generating opportunity.
Details
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Pricing
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Dimension | Description | Cost/month |
|---|---|---|
Free | For getting started | $0.00 |
Growth | For fast growth | $23.00 |
Pro | For high performance | $59.00 |
Enterprise | For enterprise-grade support | $95.00 |
Vendor refund policy
Unless otherwise specified in these Terms or a Form or a Service Plan, all Subscription Charges are nonrefundable. No refunds shall be issued for partial use or non-use of the Service(s) by You provided however You shall be eligible for a pro-rated refund of the Subscription Charges for the remainder of the Subscription Term if You terminate Your Account as a result of a material breach of these Terms by Us.
Custom pricing options
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
We offer free support for all our customers. We provide a 247 email support and 245 Chat/Phone support support@freshchat.com
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Updated weekly
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In Contact Center, CRM, IT Business Management
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In ITSM Solutions
Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
Multi-Channel Messaging Support
Enables customer engagement across website, mobile app, social media channels including WhatsApp, Instagram, and Google Business Messages with live chat, email, and voice capabilities.
AI-Driven Chatbot Deployment
Supports creation and deployment of AI-driven bot experiences across web, native applications, and messaging channels for automated customer interactions.
Intelligent Conversation Routing
Includes skill-based routing and IntelliAssign functionality to automatically distribute conversations based on agent capabilities and availability.
Advanced Analytics and Reporting
Provides advanced dashboard with team performance reports, agent availability reports, CSAT surveys, and conversation analytics for performance monitoring.
Conversation Automation and Context Management
Offers advanced automations, auto-resolve capabilities, live translation, and conversation APIs to maintain context-driven messaging experiences across interactions.
Multi-Channel Support
Support delivery across web, social, mobile, messaging, live chat, email, and voice channels
Unified Agent Workspace
Centralized workspace for managing and responding to customer interactions with complete customer context and access to 1,200+ pre-built integrations
AI-Powered Automation
Built-in AI-powered bots, routing, and workflows to automate repetitive tasks and optimize business processes
Knowledge Management
Knowledge management system for organizing and accessing customer service information
Real-Time Analytics and Reporting
Built-in analytics and real-time reporting capabilities for monitoring performance and business optimization
Ticketing and Request Management
Centralized ticketing system for managing and tracking service requests and incidents with SLA compliance capabilities
Workflow Automation
Code-free automation builder enabling custom workflows for ticket routing, tagging, notifications, and CSAT survey distribution
Multi-level Access Control and Audit Logging
Multi-level user permissions with granular audit logs for security and compliance management
Integrated Knowledge Management
Unified platform combining ticketing, projects, assets, and knowledge base management in a single interface
Real-time Reporting and Analytics
Advanced reporting capabilities with real-time activity visibility and data-driven insights for trend identification and proactive service delivery
Standard contract
No
No
No
Customer reviews
Eric .
Easy-to-Use Live Chat Tool That Improves Customer Communication
Reviewed on Jan 23, 2026
Review provided by G2
What do you like best about the product?
What I like most about Freshchat is how simple and intuitive it is for everyday customer communication. The interface is clean, and it’s easy to handle multiple conversations at once without feeling overwhelmed. I also appreciate how well the conversations are organized, and how quickly I can respond using saved replies. Another big plus is the integration with other Freshworks products, which keeps customer information and past interactions easy to access in one place.
What do you dislike about the product?
While Freshchat works well overall, I’ve noticed that notifications can sometimes be delayed, particularly when chat volume is high. I also find that some of the more advanced capabilities—like deeper customization options or more robust analytics—feel somewhat limited unless you’re on a higher-tier plan. These aren’t major issues, but they’re areas where the product could improve and feel more consistent.
What problems is the product solving and how is that benefiting you?
Freshchat helps streamline real-time customer support by bringing all live conversations into a single platform. Before using it, managing chats across different channels felt disorganized and inefficient. With Freshchat, I can respond faster, conversations are tracked more consistently, and collaboration within the team feels smoother. As a result, response times have improved, fewer messages get missed, and the overall customer experience is better. Overall, it’s a reliable tool that makes customer communication more structured, clear, and manageable.
Primary/Secondary Education
Powerful AI Chatbots & Synced CRM, But Mobile App Needs Improvement
Reviewed on Jan 21, 2026
Review provided by G2
What do you like best about the product?
1 AI powered Chat bots, help in time saving and efficiency.
2. CRM and integration are synced which helps in data & lead management
2. CRM and integration are synced which helps in data & lead management
What do you dislike about the product?
Faced a lot issues with the mobile apps.
Some functions does not work for n app as compared to website
Some functions does not work for n app as compared to website
What problems is the product solving and how is that benefiting you?
Fresh hats has helped me with time management as and response time. As all social channels are integrated on one platform.
Samson Vibin A.
All-in-One Messaging Platform That Streamlines Customer Support
Reviewed on Jan 07, 2026
Review provided by G2
What do you like best about the product?
Freshchat brings multiple channels—website chat, in-app messaging, social inboxes (like WhatsApp/Facebook Messenger), and email—into one place. That means no jumping between tools to respond to customers. Freshchat gives meaningful metrics—like first response time, resolution time, agent productivity, and customer satisfaction—that help teams improve support performance. Agents see order history, user properties, and previous conversations right in the chat window, which speeds up resolution and personalizes interactions
What do you dislike about the product?
While Freshchat covers basics really well, some advanced capabilities (like highly nuanced automation or complex routing logic) aren’t as robust as in tools like Intercom or Zendesk. As you add more team members, channels, and automation features, costs go up quickly—especially for startups or smaller teams
What problems is the product solving and how is that benefiting you?
Support messages come in from multiple places—website chat, in-app messages, WhatsApp, Facebook, email, etc.—and teams struggle to keep track. Freshchat pulls all these into a single inbox with context, so agents don’t miss messages. Agents spend too much time answering the same basic questions (e.g., “Where’s my order?” or “What’s your return policy?”). Predefined answers, canned responses, and automation handle routine queries
Pratik Y.
Effortless Customer Interactions, Needs Smarter AI
Reviewed on Dec 10, 2025
Review provided by G2
What do you like best about the product?
I use FreshChat to handle customer's live chats and find it to be a very simple tool. I like that it makes handling customer complaints and queries easy, and assists in closing them on time. The tool provides all customer information on the same page where we take chats, which is really handy. I also appreciate the Freddy AI feature that suggests proper resolutions. FreshChat has a very easy UI, making it easy to teach and train new people. The initial setup was very easy and did not require much integration or bandwidth.
What do you dislike about the product?
Freshchat needs work more on AI as Freddy AI is a very basic tool and needs more automation.
What problems is the product solving and how is that benefiting you?
I use FreshChat to handle customer live chats, making it easy to manage complaints and close queries on time. It provides customer info on the same page and offers resolution suggestions. Freddy AI, though basic, simplifies my workload. The easy UI aids in training new users.
Sharifa M.
Easy Setup and Great Support, But Can Be Slow with Multiple Chats
Reviewed on Oct 23, 2025
Review provided by G2
What do you like best about the product?
I like Freshchat because it is easy to use and quick to set up. It also integrates well with other tools, and the customer support has been helpful.
What do you dislike about the product?
At times, Freshchat can seem a little sluggish when handling several chats at once, and I think some features could be designed to be more intuitive.
What problems is the product solving and how is that benefiting you?
Freshchat really helps me respond to customers more quickly, and it also allows me to manage multiple chats simultaneously, which keeps customers satisfied.