Freshchat

Freshchat is Freshworks' messaging tool for chatting with customers on websites, apps and messaging channels. It helps us answer questions faster and keep conversations in one place, with Freddy AI for automation.

Freshchat can fit small teams, especially if we already use other Freshworks products, and reviewers often like the clean interface. Some note that the best AI and automation features sit on higher plans, so costs can rise as we grow.

Freshchat has offered a free tier and paid plans priced per agent per month, with Freddy AI sessions typically billed as add-ons, according to reviewers. Confirm current prices on the vendor pricing page, as Freshworks has changed its packaging over time.

We could run web and mobile chat, connect channels such as WhatsApp, Facebook and Apple Messages, build chatbots, route chats to teams, and use Freddy AI to answer from our knowledge base or suggest replies. Reporting and campaign messages are also offered.

It mostly helps our team respond faster, and the AI can handle routine questions. Reviewers generally find that human agents are still needed for complex or sensitive conversations.

It connects best with Freshdesk and Freshsales, and offers a marketplace with other CRM, ecommerce and Slack integrations plus an API. We would check which connectors we need and whether they are on our plan.

We would check which features and AI usage are included in the plan, how AI sessions are billed, and what happens when the bot cannot answer. We would also confirm which Freshworks product bundle applies, as plan names have changed.