Live chat and messaging
HubSpot Live Chat - the practical guide.
HubSpot Live Chat is the chat and chatbot product included in HubSpot's free CRM and Service Hub. Conversations land in a shared inbox alongside email and Messenger, with full visibility into the contact's CRM record, deals and tickets. The natural pick when HubSpot is already the system of record.
What HubSpot Live Chat does
HubSpot Live Chat is the chat and chatbot product included in HubSpot's free CRM and Service Hub. Conversations land in a shared inbox alongside email and Messenger, with full visibility into the contact's CRM record, deals and tickets. The natural pick when HubSpot is already the system of record.
Who it's for
Teams already on HubSpot - particularly SMB and mid-market B2B - that want chat and basic bots tied to the CRM without buying a separate platform. Less of a fit for high-volume B2C support or AI-deflection-first product teams - Intercom and Zendesk go deeper.
Pricing, in rough terms
Free in HubSpot's CRM with branding. Removing branding and unlocking automation, routing and reporting requires Service Hub Starter (around USD 15 per seat per month), Professional (around USD 90) or Enterprise. AI Breeze features sit on higher tiers.
When HubSpot Live Chat is the right fit
Right when HubSpot is your CRM and you want chat on the same record. Wrong fit when chat needs are sophisticated - dedicated platforms have deeper bots, routing and reporting. Don't add Service Hub just for chat; model the full Hub case.
Watch-outs
Free chat is genuinely useful but routing, reporting and AI live behind paid Service Hub. Per-seat pricing on Pro is steep - audit who needs paid seats vs free CRM users. AI features depend on the Hub tier; check parity before assuming you can deflect tickets.