Live chat and messaging
Freshchat - the practical guide.
Freshchat is the messaging product in the Freshworks suite, covering web chat, in-app, WhatsApp, SMS, Apple Business Chat and Google Business Messages with a shared agent inbox, bots and AI copilots. It's the natural fit when you're already running on Freshdesk, Freshsales or Freshservice and want messaging on the same data.
What Freshchat does
Freshchat is the messaging product in the Freshworks suite, covering web chat, in-app, WhatsApp, SMS, Apple Business Chat and Google Business Messages with a shared agent inbox, bots and AI copilots. It's the natural fit when you're already running on Freshdesk, Freshsales or Freshservice and want messaging on the same data.
Who it's for
SMB and mid-market support and sales teams already using Freshworks who want messaging tied into their existing CRM and helpdesk. Also a credible standalone option for teams that want a friendlier price than Intercom or Zendesk. Less of a fit for enterprise contact-centre voice work.
Pricing, in rough terms
Free tier with limited features. Growth around USD 19 per agent per month, Pro around USD 49, Enterprise around USD 79, all billed annually. AI bots and Freddy AI copilots usually billed separately by sessions or seats.
When Freshchat is the right fit
Right when you're invested in Freshworks and want one stack across CRM, helpdesk and messaging. Wrong fit if you want best-in-class AI deflection (Intercom is ahead) or deep enterprise ticketing (Zendesk).
Watch-outs
Freshworks suite pricing is easier to manage if bought together; standalone Freshchat is cheaper than Intercom but features lag. Bot quality depends on the tier - test Freddy AI on real conversations before committing. WhatsApp and SMS conversation fees are extra.