Freshchat 2026: Benefits, Features & Pricing

It has a very basic but good AI chat bot, covers most of the operational needs

The software does not provide a ticketing system, though their is an AI layer query management requires a desk

Omnichannel feature from all social media platforms such as Facebook, Instagram and also Google My Business

Integration with Tiktok as well as marketplaces in Indonesia such as Tokopedia, Shopee, Bilbi or Lazada

Simple, intuitive interface that’s easy for new team members to learn. Integrates well with other tools.

Felt behind competitors with new AI features. Took too long to release tools that others already had.

The two things that really stood out for me are Freshchat's overall design and user interface and the ability to manage live chat conversations from either a computer or mobile device. The latter aspect is something one would expect from most live chat tools but I think that still isn't the case...

The one thing I didn't like much about Freshchat had to do with the smartphone app. I had two separate live chat widgets (each on a separate site) and in order to keep track of both, I had to log in and out from the app to access the interface related to the specific live chat. This aspect may not be an issue with some of the Freshchat plans but I found it not ideal since other tools I have used would make it possible to manage live chats embedded on different sites straight from just one dashboard.

I love how easy the dashboard was and how easy it was to set up on my wordpress website. The chat was also very clean, very easy to use multiple members of my team. The app on my phone made it simple to chat with visitors on my website from my phone.

While I started off with a free version, the paid version was a little too expensive for what I wished to use. I found a cheaper alternative.

Once I managed to create an account, Freshchat was easy enough to setup and offered a lot of customizable features as well as the ability to add up to 10 users - all for free - which made it a useful application for our non-profit. Their API was also very well documented, allowing for custom code to be run to allow for certain things like triggering the chat via URL redirect, all of which was beneficial for a season.

The initial setup of freshchat - namely creating an account - was nigh impossible, and extremely confusing. Freshchat offers deep integrations with Freshworks suite of products, but for someone not looking to use their other products, it became a nightmare to start. Creating an account meant creating an account with Freshdesk and a couple other products of theirs, then it only would let me login to the admin panel of my overall Freshworks account (which doesn't allow for access to Freshchat), and then when I finally found the correct login page for Freshchat, their gmail login system would consistently fail and lock me out. In initial setup, I probably spent numerous hours trying to create a freshchat account, and ended up with two or three different accounts - most of which I abandoned because they wouldn't allow me to remove the extra Freshworks products I did not want. As well, basic features such as chatbots & email responses to chats were all locked behind a paywall - with a trial that failed to explain their use - and a customer service team that barraged me with numerous phone calls & emails asking me to upgrade from their free tier, even after I said I wasn't interested. Lastly, and perhaps this is user error, but freshchat failed to generate any sort of leads on our website; apart from occasional use, no one used the chat features - which changed the second we switched providers

Freshchat is the nice customer support software to help customers with immediate response.

It's not full functioned, according to me, and have the higher prices as compare to deliverability.

The conversation flows and strong language translation capabilities are a very valuable part of this chatbot for my department. I easily respond even to non-english chats.

There is nothing I dislike about this product, so it works perfectly for me without any technical hassle.

Easy to use. There is a record of previous chats that are easy to see and find. The check mark and double check mark to show when it is read is great as well.

I do not like that I cannot delete a chat if sent in error. There is a long process that must take place and in the medical field those minutes are precious.

The ability to communicate with customers through various channels (social media,mobile, web etc.) has made managing communication more efficient. The ability to set up automated responses helps free up time immensely, and focus on other tasks.

I don't really have cons, the only thing I can think of is that some of the programs such as the custom chatbot set ups were a bit overwhelming at first to learn.