# 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/p/158117/Freshchat --- # 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 127 user reviews Reviews sentiment Positive 80% Neutral 13% Negative 8% Starting price ₹1799 Per User, Per Month Free trial available Includes Free Version 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 (127) VS. [4.4 (4,080)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price ₹1799 Per User, Per Month Starting Price $115 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.2 (125) Ease Of Use 4.3 (3,604) Value For Money 4.0 (105) Value For Money 4.2 (2,659) Customer Service 3.9 (108) Customer Service 4.3 (2,767) ## Freshchat alternatives [4.2 (993)](https://www.capterra.com/p/113540/Bitrix24/reviews/) Starting price $69.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 82% of reviewers rated it above 4 stars [4.5 (2,213)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting price $20.00 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 Highest Rated [4.7 (29)](https://www.capterra.com/p/10031687/Text/#reviews) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% 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 difficult website chat setup by providing intuitive live messaging, chatbot templates, and integrations with tools like Freshdesk, Slack, and Messenger. Customer support, sales, and small business teams benefit most from faster triage, easier handoffs, and better lead capture. Answer based on 46 reviews Overview ### Which roles and teams benefit most from Freshchat? Freshchat is most used by customer support, customer success, and contact center teams that manage live conversations, resolve issues quickly, and maintain service quality. Sales, marketing, and business development teams use it to capture leads and engage prospects, while founders, executives, and IT teams oversee performance, routing, and integrations. Answer based on 120 reviews Overview ### What company size and industries is Freshchat built for? Freshchat is built mainly for small businesses, which make up 78% of reviewers, especially Information Technology and Services at 20% and Computer Software at 18%. It targets customer support teams in SaaS and eCommerce companies with up to 50 team members, while also serving midsize businesses at 10% and enterprises at 12%. Answer based on 125 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. Differentiators include multi-channel communication for WhatsApp and social messaging, website visitor tracking, automated routing, and integrations with Freshdesk and other tools. Reviewers also frequently mention chat history, mobile access, and reporting dashboards. Answer based on 89 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 plans at ₹1799, 4799, and 69 per user/month. A free trial is available. Reviewers say the free version works well to start, but higher tiers and some integrations can feel expensive. Answer based on 26 reviews Integrations ### Which third-party tools and platforms does Freshchat integrate with? Freshchat integrates with Freshdesk and Freshsales most often in user workflows, with reviewer mentions also pointing to WhatsApp Business API. Its catalog also includes Slack, Shopify, Stripe, Pipedrive, and Zendesk Suite. In practice, that gives Freshchat 10 third-party integrations across support, sales, messaging, and commerce. Answer based on 45 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 offer guided setup and instruction, while documentation gives written reference material for self-paced review of features, configuration steps, and 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. Users often describe support as helpful, knowledgeable, and quick during setup and routine questions, but others report slow replies, weak follow-through on billing or technical issues, and inconsistent troubleshooting quality. Answer based on 35 reviews Chat and chatbots ### How well does Freshchat handle live chat and chatbots? Freshchat handles live chat and chatbots well for everyday customer support, especially across multiple channels. Small business teams and support agents like the easy setup, clean interface, chatbot handoff, and basic automation, but some growing companies find workflow customization, notifications, scalability, and reliability less consistent than expected. Answer based on 89 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 (22) 68.18% of 22 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 (17) 70.59% of 17 reviewers that rated this feature as important or highly important Ability to chat online in real time Multi-Channel Communication 4.7 (15) 80.00% of 15 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 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 Streamlining repetitive tasks and activities through automated and predefined workflows Get Advice We can help you find the software with the features you need. Features 4.0 (125) 4.0 Based on 125 reviews ## Pricing Value for money 4.0 (105) 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 (105) 4.0 Based on 105 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 (108) 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 (108) 3.9 Based on 108 reviews ## User reviews Overall rating 4.1 Based on 127 reviews Filter by rating 5(59) 4(42) 3(16) 2(4) 1(6) Mentioned topic Sorted by most recent AB Akash B. Configuration analyst Banking ### "Good for Customer Communication" 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 June 14, 2026 Customer Communication Tool with Easy Setup but Limited AI Capabilities and Advanced Features and chat customisations Pros An effortless tool to start communicating with customers, capture essential details, and maximize interaction efficiency. Cons Lacks advanced options and features. The AI capabilities feel basic and outdated. There is a lot of room for improvement. 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. VS Vaishnava S. Instructional designer Design ### "Using freshchat as a single interface for all convesations" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 4/10 June 10, 2026 Pros Freshchat serves as an all-in-one platform for our customer communication needs. One of its biggest strengths is how it brings conversations from multiple channels into a single interface, making it much easier for teams to manage and respond to chats efficiently. Cons There are very few limitations considering the price they charge. Overall, the platform offers good value for money, and I haven't come across any major drawbacks that significantly impact its usability. 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. TB Tsvetelina B. Customer Success Manager Banking ### "Una herramienta sólida para gestión de soporte multiequipo con IA integrada" 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 9/10 June 4, 2026 Freshchat es una herramienta en la que confiamos desde hace años para gestionar el soporte de Bit2Me. Ha crecido con nosotros y sigue mejorando. Con avances en reporting, rendimiento e integraciones, sería difícil pedirle más. Pros Llevamos más de 6 años usando Freshchat y uno de los aspectos que más valoramos es la capacidad de gestionar conversaciones entre múltiples equipos de forma cómoda y ordenada. La herramienta escala bien a medida que crece el equipo. También destacamos la atención que prestan a los bugs reportados: el equipo de Freshworks los revisa y resuelve con seriedad. Por último, el bot Freddy IA ha sido un añadido muy positivo, permitiéndonos automatizar parte de la atención y mejorar los tiempos de respuesta. Cons Las principales áreas de mejora son tres: las integraciones con herramientas externas son limitadas y en ocasiones poco flexibles; la velocidad de la plataforma puede resentirse en momentos de alta carga; y el módulo de reporting, aunque funcional, se queda corto cuando necesitas análisis más detallados o personalizados. Switched from [tawk.to](https://www.capterra.com/p/167792/tawk-to/) Para todas las opciones de configuracion e IA que propone freshchat y ademas su integracion nativa con Freshdesk 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. 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. [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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