--- title: "Freshchat Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Freshchat Software - reviews, pricing plans, popular comparisons to other Live Chat products and more." source_url: "https://www.capterra.com/p/158117/Freshchat/" page_type: "product" language: "en" publication_date: "2026-10-19" --- # Freshchat Software Review 2026: Features, Integrations, Pros & Cons Last updated on October 19, 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)[Users](#users)[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/)[Customer Service](https://www.capterra.com/customer-service-software/) Top alternative Featured Overall rating Based on 179 user reviews Reviews sentiment Positive 85% Neutral 9% Negative 6% 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://www.g2.com/products/freshworks-freshchat/claim_requests/new?auto=true) ## 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 4.2 (178) VS. [4.7 (1,788)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting Price ₹1799 Per User, Per Month Starting Price $15 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.3 (176) Ease Of Use 4.6 (22,799) Value For Money 4.1 (155) Value For Money 4.6 (15,350) Customer Service 4.0 (158) Customer Service 4.7 (13,607) ## Freshchat alternatives [4.4 (4,116)](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 (2,216)](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 [4.2 (1,009)](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 [4.7 (32)](https://www.capterra.com/p/10031687/Text/reviews/) Starting price $19.00 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 fragmented customer communication and slow query handling by bringing web, social, and messaging channels into a shared inbox with routing, conversation history, and reporting. Support teams, sales representatives, and supervisors use chatbots, canned replies, and agent assignments to handle repetitive questions, coordinate ownership, monitor workloads, and respond faster. Answer based on 109 reviews Overview ### Which roles and teams benefit most from Freshchat? Freshchat is most used by customer support specialists, customer success managers, and business development teams for handling customer conversations, qualifying inquiries, and following up on service needs. Software engineers, developers, IT specialists, and data teams support chat setup and integrations, while marketing managers, project managers, founders, and executives monitor engagement and customer operations. Answer based on 173 reviews Overview ### What company size and industries is Freshchat built for? Freshchat is built for small-business customer support teams in IT services, especially SaaS and eCommerce teams of up to 50 members. Small businesses account for 60% of reviewers, while enterprises represent 30% and midsize companies 10%. Its leading reviewer industries are Information Technology and Services (21%), Computer Software (18%), and Retail (4%). Answer based on 178 reviews Features and Usability ### What are the key features of Freshchat? Freshchat includes core live chat and chatbot functionality, with a shared inbox for multichannel customer conversations, conversation routing, and internal collaboration. Its differentiating features include workflow automation, canned responses, AI Copilot suggested replies, and Freshdesk and third-party integrations. Reporting dashboards and chat history support ticket tracking and supervisor visibility. Answer based on 78 reviews Pricing ### How much does it cost and what fees or limitations are included? Freshchat offers a free plan for up to 10 agents, while Growth costs ₹1,799 per user monthly, Pro 4,799, and Enterprise 69. A free trial is available. Reviewers find it affordable and useful for essentials, though some report limited free-tier features, basic automation, and pricier higher plans or API integrations. Answer based on 34 reviews Integrations ### Which third-party tools and platforms does Freshchat integrate with? Freshchat integrates with 10 third-party tools, including Freshdesk and Freshsales, which reviewers frequently cite for ticketing and shared customer information. Its catalog also includes Slack, Shopify, Pipedrive, WhatsApp Business Platform, Zendesk Suite, and Calendly, covering support, sales, commerce, messaging, and scheduling workflows. Answer based on 52 reviews Getting Started and Support ### What training and onboarding options does Freshchat offer? Freshchat provides live online sessions and documentation for team training. Live online sessions support guided instruction and setup with a trainer, while documentation offers written reference material for self-paced review of features, configuration steps, and common questions. Answer based on 5 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, knowledge base, phone support, and 24/7 live representative assistance. Users often describe the product as easy to learn and report helpful, knowledgeable responses, but experiences vary: some cite slow follow-ups, unresolved billing or technical issues, and difficulty getting timely answers. Answer based on 51 reviews Chat and chatbot functionality ### How well does Freshchat handle live chat and chatbots? Freshchat handles everyday live chat effectively with organized conversations, routing, automated replies, and bot-to-agent handoffs. Support teams and nonprofits often find the interface easy to learn and useful across messaging channels. However, advanced chatbot workflows, AI responses, customization, notification reliability, and performance during busy periods can require more setup or fall short. Answer based on 78 reviews ## Who uses Freshchat? Based on Capterra reviews from the past 5 years Talk to a software expert to get a free software list tailored to your business needs ## Features AI summary Based on 6,967 Live Chat reviews Capterra data shows that buyers of live chat software rank the following features as their top priorities: - **Chat/Messaging** (**54%** of reviewers rated this feature as critical) - **Real-Time Notifications** (**51%**) - **Multi-Channel Communication** (**44%**) Freshchat supports all three features that reviewers rate highest: **Chat/Messaging**, **Real-Time Notifications**, and **Multi-Channel Communication**. Together, these capabilities help businesses respond faster, manage conversations across channels, and keep customer interactions organized, allowing teams to deliver timely support and improve the overall service experience. Chat/Messaging 4.6 (29) 96.55% of 29 reviewers that rated this feature as important or highly important Communicate using direct chat or messages within the system Real-Time Notifications 4.1 (13) 84.62% of 13 reviewers that rated this feature as important or highly important Notifications that are delivered to users as soon as an event occurs Multi-Channel Communication 4.6 (25) 84.00% of 25 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. Mobile Access 4.2 (33) 78.79% of 33 reviewers that rated this feature as important or highly important Access software remotely via mobile devices Transcripts/Chat History 4.3 (19) 68.42% of 19 reviewers that rated this feature as important or highly important View messages sent by both parties during the chat conversation Real-time Consumer-facing Chat 4.3 (39) 76.92% of 39 reviewers that rated this feature as important or highly important Engage in direct, instant messaging with consumers Freshchat 65 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 AI models, 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 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 4.1 (176) 4.1 Based on 176 reviews ## Pricing Value for money 4.1 (155) 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 4.1 (155) 4.1 Based on 155 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 Payments](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 4.0 (158) 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 4.0 (158) 4.0 Based on 158 reviews ## User reviews Overall rating 4.2 Based on 179 reviews Filter by rating Counts reflect reviews available in this feed. 5(81) 4(72) 3(16) 2(4) 1(6) Mentioned topic Recent reviews first, then most helpful DY Dinesh Y. SAP ABAP ### "Freshchat’s Clean, Intuitive Interface Got Our Team Running Fast" 4.6 October 24, 2026 It helped us in handling client requests smoothly Pros Freshchat is really easy to get used to. The interface is clean, it's simple to find your way around, and our support team was up and running in no time, with barely any training Cons The product has barely changed in a long time, with very few new features or real improvements. 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. RE Reviewer Full stack developer Used the software for: I used a free trial ### "Freshchat review by anusha" 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 8/10 October 14, 2026 Pros Freshchat has been easy to adapt to new users and we have saved so much time on training. Additionally freshchat easily melds with Freshworks ecosystem Cons Freshchat has some UI issues when more users are using at once. It still needs some improvement on load balancing 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. RE Reviewer Project Lead Used the software for: I used a free trial ### "Freshchat review by vijay" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 October 14, 2026 Pros The freshchat is simpler to use and easy to get started and we only took a couple of weeks to get started Cons The workflows are minimal and doesn't connect or integrate with all the tools, the capabilities get limited because of this limitation 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. RE Reviewer Associate Used the software for: I used a free trial ### "My view on Freshchat" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 October 14, 2026 Pros Good communication tool for tracking and closing tickets and keeping SLAs in check. It is also easy to adopt for new users Cons The features are limited to communication no our of the box ai chat bot or live ai features. the UI has some performance issues when more users are using it at once. 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. RE Reviewer Data Engineer Used the software for: Less than 1 year ### "Freshchat review by Aparna" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 October 13, 2026 Pros Freshchat's main strength has been it's UI as it is easy to adapt and doesn't take much time for new users. Automatic routing to respective users for chats is a helpful feature Cons Freshchat's AI capabilities have been limited and very less compared to other platforms. Also there is some performance issue when more users are working 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. RE Reviewer Software Engineer Used the software for: Less than 1 year ### "Review on Freshchat" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 October 8, 2026 Pros The chatbot automation feature helps reduce manual work by handling common customer queries. This allows the team to focus more on complex issues that require personal attention. Cons Managing chat assignments becomes more complicated when multiple teams and routing rules are involved. As the setup grows, maintaining clear and efficient routing requires additional effort. 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. RE Reviewer Embedded Engineer Used the software for: Less than 1 year ### "Review of fresh chat" 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 8/10 October 1, 2026 Pros Freshchat has been great for managing customer support. Auto-routing conversations and automating repetitive tasks saves us a ton of time. Cons On the downside, reporting falls a bit short, and managing things gets messy once you add complex routing rules and multiple teams. 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. RE Reviewer Human resources Used the software for: I used a free trial ### "Freshchat Review" 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 October 1, 2026 Pros I've been using Freshchat for client communication, and overall it's been solid. The interface is simple and intuitive, and assigning chats or tasks to the right person or team is easy.What I like best is the automation the chatbot handles common questions on its own, which saves us from answering the same things over and over. Cons On the flip side, setting up complex automations isn't always straightforward it takes new users some time to get the hang of it. The advanced settings in particular can be a bit tricky and take a while to fully understand. 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. RE Reviewer Senior Data Engineer Used the software for: I used a free trial ### "Freshchat review" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 October 1, 2026 Pros The best feature about freshchat connects with most of the platforms you already use. It’s affordably priced, has a clean, easy-to-use interface, and keeps the inbox well organized so agents can juggle multiple chats at once without feeling overwhelmed. Cons The AI features are not up to the mark and interface sometimes lags when more users use the application at once 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. RE Reviewer Recruiter Used the software for: I used a free trial ### "Manoj view on freshchat" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 3.0 3.0 Likelihood to Recommend 8/10 October 1, 2026 Pros I’ve been using Freshchat for client communication and really like it so far. The UI is clean, and routing chats or tasks to the right team member is super easy. Cons Setting up complex automations has a bit of a learning curve, so new users might need some time to get used to it. 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. [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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