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
Request a private offer to receive a custom quote.
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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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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.
AI-Powered Automation
AI agents capable of handling customer issues from start to finish with automated resolution capabilities
Multi-Channel Support
Support across web, social, and mobile channels with unified agent workspace for centralized conversation management
Knowledge Management System
Knowledge graph and knowledge management capabilities for organizing and accessing customer service information
Integration Ecosystem
Over 1,200 pre-built integrations with native AWS connectivity and custom integration configuration tools
Real-Time Analytics and Reporting
Built-in analytics, real-time reporting, and measurement insights for monitoring service performance and outcomes
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
Adrianna M.
Robust Chat Features with Room for Improvement
Reviewed on May 02, 2026
Review provided by G2
What do you like best about the product?
I use FreshChat for live chats with our customers, and it really allows us to communicate better and more efficiently. I like the robust features, including the ability to see read receipts, have canned responses, live translation, and auto-assignment of chats. The initial setup of FreshChat was pretty easy, and I appreciate that it was part of the omnichannel package that included Freshdesk, Freshchat, and Freshcaller, especially considering the price.
What do you dislike about the product?
I don't like the lack of customization with the CSAT scores, that needs to be majorly updated.
What problems is the product solving and how is that benefiting you?
FreshChat enables us to communicate with our customers live for quicker responses compared to email, enhancing efficiency with features like read receipts, canned responses, live translation, and auto-assignment.
Siddharth O.
FreshChat: Easy to Use but Could Use Better Analytics
Reviewed on Apr 28, 2026
Review provided by G2
What do you like best about the product?
FreshChat makes customer communication feel effortless thanks to its clean, intuitive interface. Being able to manage conversations across multiple channels—email, chat, and social media—from a single dashboard is a major time-saver and keeps everything organized in one place. The AI-powered chatbots are also useful for handling routine questions right away, which helps reduce the workload on support agents.
What do you dislike about the product?
FreshChat can feel somewhat limiting when it comes to more advanced customization. Its reporting and analytics also come across as fairly basic compared to competitors, which makes it harder to pull deeper insights from customer interactions. On top of that, the mobile app experience isn’t as smooth or consistent as the desktop version, and occasional notification delays can lead to missed messages.
What problems is the product solving and how is that benefiting you?
FreshChat helps us centralize all customer support conversations in one place, which removes the chaos of juggling multiple communication channels separately. The automated chatbots can handle common questions right away, cutting down response times and allowing agents to focus on more complex issues. Overall, it has noticeably improved our team’s productivity and boosted customer satisfaction.
Mandip P.
Streamlined Chat Management with Robust Features
Reviewed on Apr 20, 2026
Review provided by G2
What do you like best about the product?
I find FreshChat incredibly helpful for managing customer conversations across multiple platforms by bringing everything into a single dashboard. It helps our team respond quickly, avoid missing messages, and maintain better organization. I appreciate the AI integration through Freedly AI, which aids in chatbot automation and quick responses for basic customer handling. I also like the shared inbox and team collaboration features that allow multiple agents to work together efficiently on conversations. The feature of tracking customer chat history is particularly useful for resolving queries. The initial setup was easy and straightforward, and the onboarding team was helpful in explaining the features and options.
What do you dislike about the product?
When the volume is at peak, it may affect the performance, causing delays in chat. Reporting and analytics need customization, and agent performance reports need improvement. Reports are not fully real-time, which impacts monitoring live performance during peak hours. The customization options for the dashboard need enhancement.
What problems is the product solving and how is that benefiting you?
FreshChat resolves customer conversation management across platforms by unifying them into one dashboard, improving fast response and organization. Its automation and chatbot handle repetitive queries, shared inbox and team collaboration enhance efficiency, and chat history tracking helps solve customer queries.
Gabriel A.
Easy to use for managing conversations and tickets with customers
Reviewed on Mar 10, 2026
Review provided by G2
What do you like best about the product?
The main use I give it is to generate conversations and tickets with my clients. So, its ease of use is what I benefit from the most.
What do you dislike about the product?
Perhaps the learning curve is a bit slow, but generally everything is fine.
What problems is the product solving and how is that benefiting you?
As I mentioned, it solves the accumulation of messages with clients since with chatbots it is more autonomous.
Jitendra K.
Efficient Real-Time Chat Management
Reviewed on Feb 27, 2026
Review provided by G2
What do you like best about the product?
It's real-time chat visibility and intuitive interface, which makes it easy to manage conversations, monitor agent performance, and ensure quick response times.
What do you dislike about the product?
One drawback of Freshchat is that reporting and analytics can feel limited at times, and certain automation workflows require additional setup to function smoothly.
What problems is the product solving and how is that benefiting you?
It solves real-time customer communication challenges by centralizing chat interactions and providing visibility into agent performance. This helps me manage workload effectively, ensure faster responses, and maintain better service quality.