Sold by: Freshworks Inc.
Deployed on AWS
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Vendor Insights
AWS Free Tier
Make chat easy for digital customers and delight them with support on channels they love with conversational experiences
4.4
Overview
Freshchat is a modern messaging software built for sales and customer engagement teams to build conversations with prospects and customers on your website, mobile app, or social media. Freshchat helps businesses and its teams focus on a continuous and context-driven messaging experience.
Use-cases : Live chat(Web/Mobile app), Chatbots, WhatsApp, Instagram, Google Business Messages, etc.
Plans & Pricing : Each plan has different feature-set & pricing (freshchat.com/pricing)
Some of the main features available in the most-popular plan (Freshchat Enterprise) are:
Auto-resolve IntelliAssign Business Hours (by Groups) Live Translate Advanced Dashboard Advanced Automations POPULAR Team Performance Report Agent Availability Report Roles and Permissions CSAT Survey and Report Conversation APIs Allowed Domains User Authentication(JWT) Skill based routing
DISCLAIMER : We have listed only one plan here(which is most popular), other plans can be procured via AWS Marketplace via Private offer.
For Additional queries, Different plan options, or Custom / Volume Pricing via Private Offer please contact us at channels-awsportal@freshworks.com
Highlights
- Engage customers on the channel of their choice: Deliver a seamless experience for your customers across any channel, whether it is self-serve or agent-assisted. Messaging, live chat, even email and voice- you name it, we have got it.
- Scale support with AI-driven bots on any channel: Customers seek quick and effortless self-service on the channels of their choice. Easily create and deploy AI-driven bot experiences across your website, native app, and messaging channels.
- Help customers before they even know they need it: Proactively engage customers on web or messaging channels to stay ahead of potential issues. And turn any engagement with your company into a potential revenue-generating opportunity.
Details
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Dimension | Description | Cost/month |
|---|---|---|
Free | For getting started | $0.00 |
Growth | For fast growth | $23.00 |
Pro | For high performance | $59.00 |
Enterprise | For enterprise-grade support | $95.00 |
Vendor refund policy
Unless otherwise specified in these Terms or a Form or a Service Plan, all Subscription Charges are nonrefundable. No refunds shall be issued for partial use or non-use of the Service(s) by You provided however You shall be eligible for a pro-rated refund of the Subscription Charges for the remainder of the Subscription Term if You terminate Your Account as a result of a material breach of these Terms by Us.
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Delivery details
Software as a Service (SaaS)
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Resources
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Support
Vendor support
We offer free support for all our customers. We provide a 247 email support and 245 Chat/Phone support support@freshchat.com
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
Multi-Channel Messaging Support
Enables customer engagement across website, mobile app, social media channels including WhatsApp, Instagram, and Google Business Messages with live chat, email, and voice capabilities.
AI-Driven Chatbot Deployment
Supports creation and deployment of AI-driven bot experiences across web, native applications, and messaging channels for automated customer interactions.
Intelligent Conversation Routing
Includes skill-based routing and IntelliAssign functionality to automatically distribute conversations based on agent capabilities and availability.
Advanced Analytics and Reporting
Provides advanced dashboard with team performance reports, agent availability reports, CSAT surveys, and conversation analytics for performance monitoring.
Conversation Automation and Context Management
Offers advanced automations, auto-resolve capabilities, live translation, and conversation APIs to maintain context-driven messaging experiences across interactions.
Omnichannel Communication
Support across multiple channels including web, social, mobile, voice, messaging, live chat, and email with seamless conversational experiences
Knowledge Management
Comprehensive knowledge graph and knowledge management system integrated with unified agent workspace for complete customer context
Pre-built and Custom Integrations
Over 1,200+ pre-built integrations available on the Zendesk App Marketplace with tools to create and configure custom experiences
Real-time Reporting and Analytics
Real-time reporting and analytics capabilities with measurement and insights for continuous monitoring and improvement of service metrics
Ticketing and Request Management
Centralized ticketing system for managing and tracking service requests and incidents with SLA compliance capabilities
Workflow Automation
Code-free automation builder enabling custom workflows for ticket routing, tagging, notifications, and CSAT survey distribution
Multi-level Access Control and Audit Logging
Multi-level user permissions with granular audit logs for security and compliance management
Integrated Knowledge Management
Unified platform combining ticketing, projects, assets, and knowledge base management in a single interface
Real-time Reporting and Analytics
Advanced reporting capabilities with real-time activity visibility and data-driven insights for trend identification and proactive service delivery
Standard contract
No
No
No
Customer reviews
Raman Shihan
Unified chat workflows have accelerated deal closure and supported long-term campaign follow-up
Reviewed on May 29, 2026
Review from a verified AWS customer
What is our primary use case?
We use Freshchat for all escalated customer inbounds via live chat. The great support and the great documentation made the process smooth.
It's been 4 years and still counting with them, and it's been a pleasure.
How has it helped my organization?
It helps us close deals faster as it has the greatest follow-up automation. It has also lined up our financial year campaigns thanks to Freshchat.
What is most valuable?
WhatsApp marketing, lead tracking, and automation follow-up.
What needs improvement?
WhatsApp deliverability is not 100%, and it should be improved.
For how long have I used the solution?
I have been using the solution for 4 years.
Which solution did I use previously and why did I switch?
I used Zoho CRM before. Freshchat is different, especially with making customer journey flow sets it apart from others. It's easy and covers all possible scenarios for a customer journey.
What's my experience with pricing, setup cost, and licensing?
The pricing is affordable.
Which other solutions did I evaluate?
I also considered TeleCRM.
What other advice do I have?
It's highly recommended to all organizations who require a robust chat and ticketing system without paying over the odds for other solutions.
Amar-Kumar
Quick chat support has reduced my development time for AI chatbot and live agent features
Reviewed on May 29, 2026
Review provided by PeerSpot
What is our primary use case?
I am exploring FreshChat for one of my QSR projects because I want a chat feature, and I have finalized FreshChat to start. I am currently about to get approval on that.
For my QSR application, I want chat support with an AI-based, predefined AI chatbot feature and a live chat feature. For these two purposes, I have chosen FreshChat to quickly integrate it.
In my QSR application, users explore the menu, place an order, and if they want to track the order or there is any delay in receiving it, they can go into the support chat. Initially, users receive some predefined chatbot messages such as "your order is in progress" and "you will get your order in some time." If the user is not satisfied, they may switch to live chat.
What is most valuable?
The best features FreshChat offers are the live chat and the chatbot, which is what I am approaching it for.
I explored exactly what I wanted, which is the chat feature and support, so I explored two parts of FreshChat.
FreshChat will definitely reduce my implementation part, and I have a ready-to-use chat feature where I can have live chat and the chatbot to give quick support for my application.
I have been working in the current field for eleven years. If I were building an end-to-end live chat or chatbot, it would take around two to three months to implement. However, if I use FreshChat directly, it will hardly take one to two days to implement. It is easy to implement and easy to use.
What needs improvement?
I am satisfied with FreshChat as I have explored only two features and am not the right person to raise any improvements.
For how long have I used the solution?
I have been working in the current field for eleven years.
What other advice do I have?
I am using FreshChat for two purposes only: the AI chatbot and live chat. FreshChat has many features I could explore, but I have explored only chat and AI chatbot for now.
Regarding FreshChat's AI capabilities, I think its governance and security are definitely secure and it is easy to use. As far as I have explored, I would say it is good and more reliable, and I found a better result in Freshdesk .
If you want a quick, ready-to-use chat plus AI bot, you should use FreshChat. I would rate this review an eight out of ten.
Miriam Wairegi
Chat automation has reduced response time and directs customers to the right department
Reviewed on May 26, 2026
Review from a verified AWS customer
What is our primary use case?
We have two departments that use Freshchat and have different requirements. We use chatbots to identify what the customer needs and direct that customer to the correct department. This ensures that all the repetitive questions an agent would need to ask are done prior to connection. This saves the agent time and ensures we can assist the customer in a timely manner when the customer is then connected to an agent.
How has it helped my organization?
Freshchat directs the customer to the correct department. It allows customers to search through our FAQs using keyword search and creates a conversation for each chat or call.
What is most valuable?
The integration capabilities are valuable because Freshchat seamlessly integrates with other tools like Freshdesk , WhatsApp, and Instagram, making cross-platform communication more efficient. The Intelliassign feature helps in assigning chats to agents swiftly, hence improving workflow and productivity significantly.
What needs improvement?
The initial setup is not very clear, especially the Not Freddy AI setup, which is linear.
For how long have I used the solution?
I have been using it for 5 months.
Which solution did I use previously and why did I switch?
We previously used Freshdesk . We switched because Freshchat is more flexible, easy for chat communication, and better at creating conversations for e-commerce support.
What's my experience with pricing, setup cost, and licensing?
After integrating Freshchat, we managed to reduce agents' first response time by 43%. It's a great tool that enables the creation of chat and voice conversations between agents and customers.
Which other solutions did I evaluate?
We also considered Zendesk Sell , Freshservice , and Freshsales .
What other advice do I have?
Freshchat automation allowed us to provide 24/7 support without increasing headcount.
Mohammed A.
13 Days of Total Outage. $1,000 Compensation. $100K+ in Damages
Reviewed on May 22, 2026
Review provided by G2
What do you like best about the product?
Before the disaster, the multi-channel integration was genuinely useful. Managing WhatsApp, website chat, and social media from one dashboard worked well for our team. The interface was clean and our agents adapted quickly. That's what made the betrayal worse, we actually relied on it.
What do you dislike about the product?
In March 2026 our entire Freshchat account went completely dark for 13 consecutive days. Not slow, not degraded. Completely dead.
Zero access to any channel. During that time Freshworks provided no recovery plan, no estimated timeline, no interim solution, and near-total silence. We lost approximately 6,500 customer conversations permanently. Our customers started calling us scammers publicly because we couldn't respond to anyone for almost two weeks. Negative reviews flooded every platform.
After restoration, we spent two months chasing Freshworks for compensation. Their "internal discussions" and "management approvals" dragged on endlessly. The final offer? $1,000. For 13 days of total outage and over $100K in documented damages. The product failed catastrophically, and the company behind it showed zero accountability.
Zero access to any channel. During that time Freshworks provided no recovery plan, no estimated timeline, no interim solution, and near-total silence. We lost approximately 6,500 customer conversations permanently. Our customers started calling us scammers publicly because we couldn't respond to anyone for almost two weeks. Negative reviews flooded every platform.
After restoration, we spent two months chasing Freshworks for compensation. Their "internal discussions" and "management approvals" dragged on endlessly. The final offer? $1,000. For 13 days of total outage and over $100K in documented damages. The product failed catastrophically, and the company behind it showed zero accountability.
What problems is the product solving and how is that benefiting you?
It was supposed to centralize all our customer support across 6 GCC countries. It did that until it didn't. When the system went down for 13 days, having everything in one basket meant we lost everything at once. No redundancy, no failover, no backup. The single point of failure that Freshchat became actually made our situation worse than if we'd used separate tools for each channel.
Ashwini S.
Initial Setup Great, But Ongoing Support Lacking
Reviewed on May 15, 2026
Review provided by G2
What do you like best about the product?
I found the support during the initial setup of FreshChat to be very helpful. The setup was easy, which made the initial experience with FreshChat quite positive.
What do you dislike about the product?
The FreshChat itself stopped working for us for, like, two months. Our experience with FreshChat hasn't been that great. The fixed menu where you can click your knowledge base or video just refused to work. Their support has to improve. It hasn't been good. Our experience with the support after we started using FreshChat has been quite bad. Even though the product did not work, they continued to bill us. Overall, it was quite an unpleasant experience.
What problems is the product solving and how is that benefiting you?
I use FreshChat to include a chatbot in our application.