Freshchat

Freshchat is part of the Freshworks customer experience suite, sitting alongside Freshdesk (ticketing) and Freshsales (CRM). It handles real-time chat, in-app messaging, and AI-powered bots that resolve common queries before escalating to a human agent.

The platform serves businesses from SMB to enterprise. The free tier supports up to 10 agents, making it one of the few live chat products with a genuinely functional free plan. Paid plans start at around 19 USD per agent per month and scale to enterprise pricing that includes advanced bot flows, AI-powered CSAT prediction, and dedicated account management.

Freddy AI is the Freshworks AI layer that powers Freshchat's bot capabilities. It includes: intent detection for common support queries, answer suggestion for human agents (pulling from the knowledge base), article recommendations that surface self-service content before a human responds, and auto-CSAT scoring that predicts satisfaction from conversation tone without requiring a survey response.

The bot builder is no-code, using a visual flow editor with branching logic. Pre-built flows exist for lead capture, order tracking, appointment booking, FAQ handling, and escalation. Custom flows can be built for specific workflows with API integrations.

Channel coverage is broad: web chat widget, mobile SDK (iOS and Android), WhatsApp Business, Facebook Messenger, Line, Apple Business Chat, and email. This makes Freshchat practical for businesses that need consistent customer experience across multiple touchpoints from a single interface.

Native Freshdesk integration is the main competitive advantage for Freshworks customers. Chat conversations convert to tickets automatically, preserving conversation history and enabling agents who work primarily in Freshdesk to handle escalations without switching tools.

Analytics include conversation volume, response time, CSAT, bot containment rate, and agent performance metrics.