Freshchat
Freshworks' messaging platform — free up to 10 agents, with Freddy AI chatbots and omnichannel inboxes.
About
Freshchat is Freshworks' live-chat and messaging software for conversational support and sales. It combines a chat widget for web and mobile apps with a unified inbox spanning email, social media messengers, text messaging, WhatsApp Business, and Apple Business Chat, plus proactive triggered campaigns and rich-media messaging. The AI layer is Freddy: the AI Agent resolves chats autonomously ($49 per 100 sessions on Growth, per vendor pricing) with human handoff carrying full context into the same inbox, and the Copilot ($29/agent/month) assists agents. Notably, the Free plan covers up to 10 agents with the chat widget and shared inbox; paid tiers are Growth $19, Pro $49, and Enterprise $79 per agent/month billed annually. Features like IntelliAssign routing, co-browsing, live translation, and multilingual bots round out the package. FinancesOnline gives it a SmartScore 9.2 with 96% user satisfaction. Setup of bot configuration has a reported learning curve, and per-session AI pricing can add up at high chat volumes.
What it can do
- Free tier: chat widget + shared inbox for up to 10 agents
- Freddy AI Agent: intent-based chatbots with human handoff ($49/100 sessions on Growth)
- Omnichannel: WhatsApp, Apple Business Chat, Messenger, SMS, email, web, in-app
- IntelliAssign smart routing, proactive triggered campaigns, live translate
- Co-browsing, rich-media messaging, and conversation APIs
- Custom dashboards, CSAT surveys, audit logs (higher tiers)
Setup
- Sign up for the free plan (up to 10 agents) and embed the chat widget.
- Connect messaging channels: WhatsApp, Messenger, email, SMS.
- Build chatbot flows and knowledge sources for the Freddy AI Agent.
- Configure IntelliAssign routing, business hours, and SLAs.
- Upgrade to Growth/Pro for multilingual bots, co-browsing, and advanced reports.
Prerequisites
A website or app for the widget; Growth plan or above for AI agent sessions.
Use cases
Works with
Trust score — 6/10
Scored 6.5/10 (METRICS tier, metrics-v1). Evidence: public pricing verified on the vendor page (Free to 10 agents / $19 / $49 / $79), FinancesOnline SmartScore 9.2 with 96% satisfaction, Freddy session pricing documented. Strengths: rare genuinely-free multi-agent tier, AI agent with same-inbox handoff, strong channel breadth. Docked for: (1) AI sessions are metered and costs stack up at volume; (2) bot setup has a learning curve per user reviews; (3) closed-source SaaS. License: proprietary SaaS, closed-source.
How the trust score is built
Full methodology →- Adoption · stars/downloads, log-scaled vs peers
- 7.0/10
- Maintenance · recency, releases, issue load
- 8.0/10
- Openness · license + docs
- 4.0/10
- Manual review · sanity read + red-flag check
- 6.5/10
- · Free plan up to 10 agents; Growth $19 / Pro $49 / Enterprise $79 per agent/mo
- · Freddy AI Agent $49 per 100 sessions; human handoff in same inbox
- · FinancesOnline SmartScore 9.2, 96% user satisfaction
Sources
Every fact above was checked against these sources. Where a claim comes from the provider and couldn't be independently verified, the text says so.