Freshchat

Freshchat is Freshworks' customer messaging platform combining live chat, WhatsApp, Facebook Messenger, Apple Messages, and email into a unified agent workspace with Freddy AI Agent for autonomous resolution. Part of the broader Freshworks customer experience suite alongside Freshdesk Omni, Freshcaller, and Freshsales, Freshchat serves over 60,000 customers globally with a focus on SMB and mid-market customer service teams that need omnichannel messaging without enterprise contact center complexity. Pricing is tiered with a genuine free tier: Free covers up to 10 agents with website live chat, email, and unified agent workspace at no cost. Growth at $19/agent/month billed annually adds WhatsApp, Facebook Messenger, real-time dashboards, and basic automation. Pro at $49/agent/month adds custom dashboards, advanced routing, and multiple SLA policies. Enterprise at $79/agent/month adds skills-based assignment, advanced security including audit logs and SSO, and custom apps. Both monthly and annual billing are available with annual saving approximately 16%. Freddy AI Agent is available on all paid plans (Growth, Pro, and Enterprise) with 500 free sessions included as a one-time per-account trial. Once exhausted, additional sessions are purchased at $49 per 100 ($0.49 per session). Freddy AI Copilot (agent assist with suggested replies, summarization, and tone tools) is a separate $29/agent/month add-on available on all paid plans. A session is defined as a unique 24-hour interaction window. Freshchat's Freddy AI session pricing is materially cheaper than Intercom Fin at $0.99 per resolution, though resolution definitions differ. Freshchat's differentiation versus Intercom and Zendesk is the price-to-feature ratio at SMB and mid-market: Free for 10 agents and Growth at $19/agent provides more accessible entry pricing than Intercom (no free tier, starts at $29/seat/month) or Zendesk Suite Team ($55/agent). The platform integrates natively with Freshdesk for ticketing, Freshsales for CRM, and Freshcaller for voice, letting customers consolidate their entire customer experience stack on Freshworks without separate tool integration overhead. Freddy AI capabilities span automated answer suggestions, autonomous resolution, conversation summarization, sentiment analysis, and AI-powered translation across 30+ languages. Freshchat is not the right fit for enterprise contact centers needing voice-first omnichannel orchestration: Talkdesk (from $85/user/month) and Genesys Cloud (from $75/user/month) provide stronger voice and workforce management. Teams prioritizing the highest autonomous AI resolution rates should evaluate Intercom Fin ($0.99 per resolution, 82% claimed resolution rate) or Decagon (custom enterprise pricing) before committing to Freshchat's Freddy AI for high-volume autonomous resolution. Q2 2026 state: Freddy AI Agent session pricing confirmed at $49 per 100 sessions ($0.49/session), with first 500 sessions included on Enterprise. Freddy AI Copilot add-on available at $29/agent/month. Freshworks Trust Center confirms SOC 2 Type II, ISO 27001, and GDPR compliance. G2 listing operates under slug freshworks-freshchat with 499 reviews at 4.4/5.