# Freshchat Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about Freshchat Software - reviews, pricing plans, popular comparisons to other Live Chat products and more. Source: https://www.capterra.com/compare/158117-10008993/Freshchat-vs-Smartbot-for-ChatGPT --- # Freshchat Software Review 2026: Features, Integrations, Pros & Cons Last updated on May 25, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Freshchat ## What is Freshchat? Freshchat is the modern messaging solution that delivers effortless customer service for the digital-first customer by bringing together artificial and human intelligence across messaging channels. With the world moving towards contactless service, customers expect on-demand, personalised support on familiar channels that are easily accessible. This is where businesses use Freshchat's powerful messaging platform to service their customers on various digital channels using a blend of automation ## What is Freshchat used for? [Live Chat](https://www.capterra.com/live-chat-software/)[Chatbot](https://www.capterra.com/chatbot-software/)[Conversational Marketing Platform](https://www.capterra.com/conversational-marketing-platform-software/) Top alternative Featured Overall rating Based on 124 user reviews Reviews sentiment Positive 79% Neutral 13% Negative 8% Starting price ₹1799 Per User, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Freshchat?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://www.freshworks.com&name=Freshchat) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Freshchat 4.1 (124) VS. [4.7 (24,115)](https://www.capterra.com/p/135003/Slack/reviews/) Starting Price ₹1799 Per User, Per Month Starting Price $8.75 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.2 (122) Ease Of Use 4.6 (22,670) Value For Money 4.0 (102) Value For Money 4.5 (15,239) Customer Service 3.9 (105) Customer Service 4.4 (13,500) ## Freshchat alternatives [4.7 (1,786)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.4 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.5 (3,438)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (1,133)](https://www.capterra.com/p/134347/Intercom/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/158117/Freshchat/alternatives/) ## FAQs about Freshchat Overview ### What problems does Freshchat solve? Freshchat solves slow customer response, disconnected chat and ticket workflows, and messy contact tracking by making website messaging easy to deploy, integrate, and manage. Support teams, sales teams, and small businesses use it to triage chats, automate common questions, route tickets correctly, and monitor agent productivity from intuitive dashboards. Answer based on 46 reviews Overview ### Which roles and teams benefit most from Freshchat? Freshchat is most used by customer support teams, sales and business development staff, and marketing managers who need fast, centralized customer conversations. IT specialists, developers, and software engineers benefit from integrations and workflow automation, while founders, directors, and executives use it to improve response times, customer experience, and team visibility. Answer based on 115 reviews Overview ### What company size and industries is Freshchat built for? Freshchat is built mainly for small businesses, which make up 80% of reviewers, especially IT and software companies. It targets customer support teams at SaaS and eCommerce companies with up to 50 team members, and reviewer data aligns with that focus: 21% are in Information Technology and Services and 18% in Computer Software. Answer based on 120 reviews Features and Usability ### What are the key features of Freshchat? Freshchat includes core messaging features like live chat, chatbots, canned responses, and support ticket management, plus differentiators such as social messaging, website visitor tracking, and no-code bot workflows. Reviewers also highlight integrations with Freshdesk and other apps, conversation history, mobile access, and real-time notifications for customer support teams. Answer based on 84 reviews Pricing ### How much does it cost and what fees or limitations are included? Freshchat offers a free plan for up to 10 agents, plus paid Growth, Pro, and Enterprise tiers. Growth starts at ₹1799/user/month, Pro at 4799, and Enterprise at 69. A free trial is available. Reviewers call it cheap and affordable, but some say higher plans, advanced integrations, and scale-focused features get expensive. Answer based on 26 reviews Integrations ### Which third-party tools and platforms does Freshchat integrate with? Freshchat integrates with Freshdesk, Freshsales, and WhatsApp Business API, with reviewers most often confirming Freshdesk. It also connects to Slack, Shopify, Pipedrive, Zendesk Suite, and Stripe through its catalog. In practice, integrations center on support, sales, messaging, and ecommerce workflows across roughly 10 platforms. Answer based on 44 reviews Getting Started and Support ### What training and onboarding options does Freshchat offer? Freshchat provides live online training and documentation to help teams get started. Live online sessions support guided instruction with a trainer, while documentation offers written reference materials for self-paced setup, feature review, and ongoing answers to common questions. Answer based on 3 reviews Getting Started and Support ### What customer support options does Freshchat offer, and how do users rate the experience? Freshchat offers email/help desk, FAQ/forum, a knowledge base, phone support, and 24/7 live rep assistance. User experience with support is mixed: some describe quick, helpful, knowledgeable responses during setup and troubleshooting, while others report slow follow-up, unresolved billing or technical issues, weekend gaps, and inconsistent escalation between teams. Answer based on 35 reviews ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Real-time Consumer-facing Chat 4.5 (24) 66.67% of 24 reviewers that rated this feature as important or highly important Engage in direct, instant messaging with consumers Mobile Access 4.2 (21) 66.67% of 21 reviewers that rated this feature as important or highly important Access software remotely via mobile devices Chatbot 4.1 (17) 76.47% of 17 reviewers that rated this feature as important or highly important AI-based platform which conducts a conversation via auditory or textual methods Live Chat 4.6 (15) 66.67% of 15 reviewers that rated this feature as important or highly important Ability to chat online in real time Multi-Channel Communication 4.7 (14) 78.57% of 14 reviewers that rated this feature as important or highly important Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Transcripts/Chat History 4.4 (14) 57.14% of 14 reviewers that rated this feature as important or highly important View messages sent by both parties during the chat conversation Freshchat 66 features Dashboard to view the status of ongoing processes, identify current incidents and track past activities A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Software program that continuously adjusts its behavior based on observed data Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Application programming interface that allows for integration with other systems/databases Analyze data and automatically generate insights using AI/ML technologies Automatic reply functionality for incoming messages Tickets are automatically assigned to specific agents based on predefined rules Create and automatically send premade copy in response to customer messages Shortcuts for inputting frequently used messages Communicate using direct chat or messages within the system AI-based platform which conducts a conversation via auditory or textual methods Assemble applications and bots from pre-made building blocks without having to write software code or knowing a programming language Provides a channel for team members to share media files, communicate, and work together Manage and track all internal and external communication conducted via calls, email, text, or chat Interprets what a user is doing based on context and helps guide them through the process. Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Ability to communicate to customers through at least one channel such as email, live chat, phone, or social media. Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Access previous interactions or concerns to maintain customer relationships Provide online support for your customers through live chat or help desk functionality Add customized logos and colors to align with company branding Pre-designed layouts that can be customized to match preferences and requirements Assembly of graphs and charts for visualizing and tracking statistics/metrics Assemble applications and processes by dragging over and arranging pre-built components Monitor and track what your employees are doing Public or private sharing of digital files such as documents, audio/video, images, and more Move files across different systems or networks Geographic location of visitors determines behavior of the software Helps understand a user's intentions/actions Track interaction history by documenting conversations for contacts Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Identify different languages Ability to chat online in real time Access software remotely via mobile devices Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels Manage and support multiple languages Process and analyze human language in text or audio form Form to collect visitor contact information when live chat isn't available Send personal messages to clients or attendees A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Existing bot models for AI-based tools commonly used for auditory and textual conversation methods Copy on the page or chat window encouraging the user to engage with the chat option Streamlining repetitive tasks and activities through automated and predefined workflows See options for potential search queries within the system Analyze and gain insights into data in real-time Engage in direct, instant messaging with consumers Send and receive messages in real-time via an online communication channel Receive data and information in real time Active monitoring of systems, applications, or networks Notifications that are delivered to users as soon as an event occurs Access work applications remotely, for when working away from the office and/or traveling Provide support to your customers and employees remotely over a shared network Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Search and filter data across systems to locate required information by entering keywords or certain criteria Allow users to access multiple services after entering their login credentials once Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access Allow customers/users to submit support queries and service requests Gauge satisfaction and receive information for improvement and success Create, manage and track all task activities and progression Set up connections to third-party platforms to improve business processes Identify and track locations and time zones of your collaborators to enable productive scheduling and cooperation View messages sent by both parties during the chat conversation Transfer queries and organize messages between agents Get Advice We can help you find the software with the features you need. Features 4.0 (122) 4.0 Based on 122 reviews ## Pricing Value for money 4.0 (102) Free Trial Free Version [View pricing plan details](https://www.capterra.com/p/158117/Freshchat/pricing/) Growth ₹1,799 Per User,Per Month It includes: - 100k MUV/Agent - Assignment Rules - Basic Dashboard - Business Hours (Global) - Canned Responses - Conversations Overview Report - Facebook Messenger Files - Faqs - Marketplace (App Store) - Offline Experience - Priority Inbox - Private Notes - Up to 2000 Bot Sessions/Month FREE - User Events & Timeline - User Segmentation Pro ₹4,799 Per User,Per Month It includes: - 300k MUV/Agent - Advanced Automations - Advanced Dashboard - Agent Availability Report - Apple Business Chat - Auto-Resolve - Business Hours (by Groups) - Co-Browsing - Conversation Apis - CSAT Survey and Report - Intelliassign - Live Translate - Roles and Permissions - Team Performance Report - Up to 3000 Bot Sessions/Month FREE - Whatsapp Business POPULAR Enterprise ₹69.00 Per User,Per Month It includes: - 400k MUV/Agent - Allowed Domains - Allowed Ips - Up to 5000 Bot Sessions/Month FREE - User Authentication(JWT) Value for money 4.0 (102) 4.0 Based on 102 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ TeamViewer ONE](https://www.capterra.com/p/194565/TeamViewer/)[ Shopify](https://www.capterra.com/p/83891/Shopify/)[ Calendly](https://www.capterra.com/p/148036/Calendly/)[ Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[ Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[ Stripe](https://www.capterra.com/p/123889/Stripe/)[ Pipedrive](https://www.capterra.com/p/132666/Pipedrive/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 3.9 (105) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 3.9 (105) 3.9 Based on 105 reviews ## User reviews Overall rating 4.1 Based on 124 reviews Filter by rating 5(56) 4(42) 3(16) 2(4) 1(6) Mentioned topic Sorted by most recent KA Kosana A. QA Analyst Computer Software ### "Freshchat review from Akhil( QA Analyst at Protiviti India Member Firm)" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 7/10 May 25, 2026 It is as expected for a chat support tool but doesn't have any feature that would make users from other competitors to switch to i.t Pros Freshchat is one of the easiest chat support tools to use with a clean UI, simple navigation, and smooth chat routing. It helps our team handle support conversations more efficiently and improves overall productivity. Cons The AI features are not up to expectations and do not significantly improve or speed up the support experience. There are also many restrictions and limitations around AI capabilities and customization. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. MP Manijith P. Graphics Hardware Engineer Semiconductors ### "A Omnichannel Tool which reduced TAT ani pettu" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 May 24, 2026 Pros Freshchat is an easy-to-use communication and customer engagement tool with a smooth user experience. It offers great value for money with useful features available at an affordable price point. Cons While Freshchat works well for basic communication and support needs, one area of improvement would be the addition of more advanced features and capabilities to better support growing business requirements. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Mohd A. Founder Retail ### "13 Days Down. $100K+ Gone. 6,500 Customers Lost. Freshchat's Answer? $1,000" 1.0 Overall Rating 1.0 1.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 1.0 1.0 Likelihood to Recommend 0/10 May 22, 2026 Catastrophic. We centralized all customer communication for our e-commerce operation across 6 countries on Freshchat. When it went down for 13 days, we had no fallback. 6,500 conversations lost forever. Brand reputation destroyed. Customers calling us scammers on public platforms. And Freshworks spent two months dodging accountability before offering $1,000. The product failure was devastating, but the way Freshworks handled it afterward was worse. No disaster recovery. No crisis management. No accountability. We are now migrating to a different provider and have sent a formal legal compensation demand. Pros Before the incident, the multi-channel dashboard was practical. Managing WhatsApp, website chat, and social media from one place saved our team time. The interface was straightforward and onboarding agents was quick. Setup was relatively painless. Credit where it's due, when it worked, it worked fine. Cons In March 2026, Freshchat went completely dead for our account. Not slow, not buggy. Completely gone. 13 consecutive days with zero access to any channel. No WhatsApp, no live chat, no social messaging. Nothing. During those 13 days Freshworks gave us no recovery timeline, no backup plan, no interim solution. Near total silence for two weeks. We lost approximately 6,500 customer conversations permanently. Customers publicly called us scammers because we went silent on them for almost two weeks. Negative reviews flooded every platform we operate on across 6 GCC countries. After restoration, we spent two months asking for compensation. Their response was always "under internal discussion" and "awaiting management approval." The final offer after two months? $1,000. One thousand dollars for $100K+ in documented damages. A formal legal compensation demand has been sent to their headquarters. Alternatives considered [Trengo](https://www.capterra.com/p/177967/Trengo/) Reasons for choosing Freshchat We chose Freshchat because the multi-channel inbox and Freshworks ecosystem integration looked like the best fit for our multi-country operation. The demo was convincing and the pricing was competitive compared to alternatives. Biggest regret of our tech stack decisions. If I could go back, I'd pick literally anything else with a proper disaster recovery plan. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RA Rajesh A. Project manager Apparel & Fashion ### "Project Manager " 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 May 22, 2026 Pros Freshchat is an excellent customer communication platform that has made our external interactions seamless while delivering a great user experience. Cons While Freshchat offers useful features for handling short conversations, scaling it across multiple teams can become challenging due to limited flexibility and scalability. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SS Srithika S. Senior Product Designer Information Technology and Services ### "The Go-To Platform for Seamless Customer Chat" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 May 21, 2026 Pros Freshchat is an excellent chat platform that is easy to customize according to business needs, offers multiple integrations, and simplifies customer communication workflows. Great affordable pricing. Cons While the platform offers useful AI capabilities, some features occasionally fall short of evolving industry standards, and customer support responsiveness can be inconsistent at times. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. DM Deepak M. Engineer Semiconductors ### "Review of FreshChat" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 May 16, 2026 Pros What did you like most about Freshdesk?\* Freshdesk simplifies our support workflows with an intuitive interface and easy-to-manage workflows. The command center provides good visibility into tickets and team activities, making it easy to track metrics, monitor open tickets, and manage support operations efficiently. Cons What did you like least about Freshdesk?\* Freshdesk still lacks some advanced AI capabilities and deeper automation features compared to newer platforms. Additionally, customer support response times and issue resolution can sometimes be below expectations. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AW Atiradh W. Chief Technology Officer Marketing and Advertising ### "Chief Technology Officer " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 May 16, 2026 Pros Freshchat is an excellent tool that helps us communicate with customers and resolve queries efficiently. Since all our internal tools and data are integrated within the platform, it enables faster, seamless, and more personalized responses. Cons Personally, I did not find the UI/UX very intuitive, as it felt quite minimal and lacked adequate support for our team to easily access and view all the required data in one place. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. BR Bondada R. Technician, Network Operations Airlines/Aviation ### "Hassle free experience" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 May 13, 2026 Pros Freshchat’s omnichannel capabilities make it easy to manage customer communication across multiple channels in one place. The platform is simple to use, easy to onboard, and helps streamline customer interactions efficiently. Cons Freshchat could improve with broader integrations, stronger AI capabilities, and faster support response times in certain cases. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. RR Rithik R. Chief Executive Officer Biotechnology ### "Cheif Executive Officer" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 May 9, 2026 Pros What I liked most about Freshchat is that it is simple and easy to use, with a great UI and very easy onboarding. Mainly, having multiple channels in one place makes it easier for the team to manage and pick conversations efficiently. The pricing is also quite affordable, and the integration with Freshdesk works really well. Cons What I liked least about Freshchat is the lack of advanced features and integrations compared to some competitors, and the AI capabilities still feel a bit limited. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. HS Harry S. Head of CSM Accounting ### "Reliable tool but slow to innovate" 3.0 Overall Rating 3.0 3.0 Ease of Use 5.0 5.0 Features 3.0 3.0 Customer Service 2.0 2.0 Likelihood to Recommend 6/10 November 12, 2025 Overall positive. It helps my team manage thousands of chats each year with minimal friction or downtime. Pros Simple, intuitive interface that’s easy for new team members to learn. Integrates well with other tools. Cons Felt behind competitors with new AI features. Took too long to release tools that others already had. Switched from [tawk.to](https://www.capterra.com/p/167792/tawk-to/) Easier integration with other Fresh products Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/158117/Freshchat/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. 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