Freshchat is a chatbot and live chat platform. It helps you engage with visitors on multiple channels, like your website, Facebook, Instagram, and WhatsApp. But should you use Freshchat as your customer support tool?
In this Freshchat Review, we will cover all its features, the pros and cons, and the Freshchat pricing plans.
Let’s dive in!
Our Verdict
Our Verdict
Freshchat is perfect for businesses of all sizes looking for a customer support tool with AI chatbots and live chat.
Freshchat is easy to use, has many features and allows you to connect with 400+ applications. With the built-in live chat and auto-assignment rules, you can hand over a conversation to an agent whenever you need.
With Freddy AI, you can automatically reply to questions and support your live chat agents. You can also summarize conversations and respond to questions.
Freshchat has a free plan and multiple paid plans (starting at $19/month). This makes the platform suitable for small businesses who just started, up to large enterprises with a big customer support team.
Pros
- Easy-to-use interface
- Publish chatbot on website, WhatsApp, Instagram, Facebook, SMS, Google, Line
- Built-in AI: Intents, Self Service, Copilot
- Livechat with Auto-Assignment and Automations
- Send WhatsApp & SMS Campaigns
- Integrations with Make, Shopify and WooCommerce
- Advanced Analytics: Many Reports and Add Custom Reports
Cons
- Some features are hidden in the interface
- Proactively sending messages on website cannot be connected to specific chatbot flows
- No marketing possiblities on Facebook and Instagram


Table of Contents
Using the Freshchat Bot Builder
Now that you know what chatbot is, let’s get started with the Freshchat review. When you log in at Freshchat, you see a dashboard with the most important analytics of your customer support team:
On the left side, you have multiple tabs you can manage Freshchat with:
- Freddy Insights – This is a bot support agents can use to get insights in how Freshchat performs
- Support Dashboard – Overall dashboard that gives you insights on how well your support team does
- Conversations Inbox – This is the live chat inbox of Freshchat
- Contacts – Overview of everyone that talked with your chatbot
- FAQs – Frequently Asked Question articles you can add to your chatbot and widget
- Chatbots – This is where you design your bot flows
- Campaigns – Here you can set up website, SMS and WhatsApp campaigns
- Support Analytics – Deep-dive analytics of your support team and chatbots
- Settings
When you start with creating the chat automations, Freshchat uses a bot builder where you can create your flows:
With the bot builder, you can add two types of elements to your flow: New message or New action.
With the new message element, you can either send a message or ask for user input.
When performing an action, you can choose from dozens of options. These include storing property data, assigning the conversation to an agent, and making an API call.
Additionally, you can see all the flows of your chatbot in a Holistic View so you easily see what flows are connected with each other:
Also, when you’ve created your chatbot flows you can preview them before actually publishing your chatbot:
Moreover, you can also keep track of different versions of your chatbot and easily go back and forth between them:
As for this Freshchat review, I think that Freshchat’s bot builder is pretty easy to use and you can set up your chatbot fast.
That being said, it can take some time before you fully understand the interface. Freshchat has many features and some simple features seem to be hidden in the interface or not as straightforward as expected.
For example, it took me a while to learn how to add conditions to my chatbot flows. Also, I had to learn how to add custom properties to Freshchat and store data in them.
There is also one other drawback: you need to create a separate chatbot per channel.
Flow Builder | |
Ease of use | 3 |
Ease of setup | 3 |
Test chatbot |
Freshchat Chatbot elements
You can add two elements to your Freshchat chatbot flows: New message and New action.
With the Message Element, you can just send messages (including images, files and video) and ask for user input (text, buttons, phone numbers, etc).
If you add an action to your chatbot flow, you can choose from many actions, including:
- Storing data in properties
- Assign a conversation for handover
- Trigger eCommerce actions
Additionally, you can also add conditions to your chatbot flow to create personalized experiences:
By using these elements, you can create a good chatbot.
In my Freshchat review, I found one main flaw with the chatbot elements. You cannot start another chatbot flow without clicking a button. This limits the scalability of your chatbot and you possibly need to copy/paste content across chatbot flows.
Image | |
Video | |
Audio | |
Attachment | |
Gallery (Horizontal List) | |
Quick reply | |
Button | |
Collect User Input | |
Condition | |
Delay | |
Start automation | |
Split traffic |
Contacts
In Freshchat, you have an overview of all the contacts that talked with your chatbot:
When you click on a contact, you can see the status of the contact, contact details and all conversations they had:
This overview shows you can easily add custom fields (Properties in Freshchat) and tags (Conversation labels in Freshchat) to contacts.
In Freshchat, you have properties on three levels:
- Conversation-level, these properties are stored for each conversation (such as someone’s order number)
- Contact-level, these properties are stored for each person (such as someone’s email)
- Bot-level, these properties are specific for each chatbot
Moreover, you can also create your own user segments, by defining conditions:
Contacts overview | |
Custom field | |
Tags | |
User Segments |
AI Freshchat Features
There are many AI Freshchat features, including intent and entity detection & Freddy AI.
Using Intents & Detecting Customer Information
With Freshchat, you can understand the intent of the user. You can add training phrases to Freshchat so it can learn from them and automatically detect the intent of the user:
Then, you can connect these intents to one of your chatbot flows in the Bot Builder.
Furthermore, Freshchat can also automatically detect customer information from the conversation:
However, it is not possible to add your own entities and detect them as well, it’s only limited to Email, Name & Phone.
Freddy AI: Self Service, Copilot and Insights
Freshchat also offers Freddy AI, which consists of three components: Self Service, Copilot and Insights.
With Freddy Self Service, you can train Freddy on knowledgebase articles you add to Freshchat. Then, your chatbot can automatically answer questions using these articles. It can also refer customers to them:
Additionally, Freddy can summarize conversations, so your agents can work faster. It can suggest utterances for intents and rephrase content in your chatbot flows.
Freddy Copilot boosts productivity for agents and assistants. It can rephrase texts, summarize phone conversations, and create knowledge base articles. Also, it detects the sentiment of a conversation.
With Freddy Prompts & Insights, admins in Freshchat can ask an AI Bot questions. It can then perform tasks and generate insights for you.
Keyword recognition | |
Intents | |
Entities | |
AI Knowledge Base | |
NLP integrations | |
LLM integrations |
Live Chat
Freshchat has a built-in live chat, allowing you to hand over a conversation to a human agent:
It also offers an iOS and Android app, allowing your agents to respond to customers via their phones.
This live chat is really advanced. You can auto-translate messages from live chat agents, plus you can set up:
- Assignment rules
- Conversation routing rules
- SLA policies
Built-in live chat | |
Live chat integration | |
Auto-Assignment Rules |
Channels
With Freshchat, you can put a chatbot on 7 channels:
- Your website
- SMS (via Twilio or Gupshup)
- Facebook Messenger
- Line
- Google Business Messages
Also, you can connect Freshchat with Voice to handle incoming calls (using Freshcaller or another phone service). But, you can’t add a voice chatbot to that.
Furthermore, you can also send email campaigns to the contacts that talked with your chatbot.
Website | |
Facebook | |
Instagram | |
Whatsapp | |
Telegram | |
SMS | |
Slack | |
Email | |
Merge contacts across channels |
Marketing
With Freshchat, you can add a widget to your website that you can fully customize to your own preferences:
Likewise, you can also add Topics and FAQ knowledge base articles to your widget:
Additionally, you can create full Customer Journeys in Freshchat. For example, you can send proactive messages if people are for a specific time on one of your website’s pages:
A slight drawback here is that you cannot connect this proactive message with a specific chatbot flow, but only with your chatbot in general.
Or you can invite contacts to a webinar via SMS with a customer journey:
Likewise, you can do the same thing via WhatsApp by sending WhatsApp Message Templates.
You can also send SMS and WhatsApp broadcasts to your contacts:
Broadcasts | |
Sequences | |
Rules | |
Website widget | |
Send proactive messages on website | |
Facebook Ref URL | |
Auto-Reply to Facebook Comments | |
One-Time Notification | |
Recurring Notifications | |
Facebook Ads | |
Sponsored messages | |
Auto-Reply to Instagram Comments | |
Instagram Story Mention Reply | |
WhatsApp Message Templates |
Integrations
Freshchat has direct integrations with other Freshworks products, such as Freshdesk and Freshsales. And they have integrations with:
- Slack (so you can reply to user questions from your Slack channel)
- Zendesk
- Clearbit (to get company information from anonymous visitors)
- Shopify
- Salesforce
- And many others
Also, they have an App Marketplace with 400+ integrations to other apps, both free and paid. These include Hubspot, Teamviewer, and Calendly:
This allows you to connect Freshchat with many other applications.
If this is not enough, you can also connect Freshchat to your own application by using webhooks or calling the Freshchat API.
Direct integrations | 250+ |
Zapier | |
Make | |
Make API Calls | |
Webhooks |
Freshchat Pricing
Freshchat pricing includes a free plan and paid plans, starting at $19 per agent, per month.
Freshchat’s free plan is free forever for up to 10 agents. This plan comes with all the features required to have a live chat feature on your website. This plan doesn’t include any Freshbot sessions, so you cannot use Freshchat’s chatbots in this plan.
If you want to get more features and want to use the chatbot of Freshchat, you need to go with the Growth plan. This plan costs $19 per agent/month. It includes 500 Freshbot sessions, all of Freshchat’s channels, the App Marketplace, and Assignment Rules.
If this is not enough, you can for the Pro plan, starting at $49 per agent/month. This plan also comes with 500 Freshbot sessions, and includes more advanced features, such as:
- Advanced Live Chat automations
- Auto-Resolve
- Advanced Dashboards
- CSAT Surveys
If you want to add more Freshbot sessions or want to use Freddy Copilot, you can buy these as add-ons:
- $100 for 1000 Freshbot sessions
- $29/agent/month for Freddy Copilot
Each of the plans comes with a 14-day free trial, allowing you to test the platform before paying for it.
Free trial | |
Free plan | |
Price per month | $19 |
Monthly pricing available? | |
Money back guarantee |
Analytics
Freshchat provides an analytics dashboard with many pre-built reports, including:
- Chat Conversations Reports
- Chatbot Oteview Reports
- SLA compliance report
When you click on one of the reports, you can the most important analytics of your chatbot and live chat agents:
Additionally, you can also create your own custom reports by dragging widgets into a canvas and saving them:
Also, you can improve the answers of your chatbot easily, because you can see an overview of all the questions your chatbot did not understand:
Additionally, Freshchat provides agent analytics and supports custom event tracking for more convenient analytics.
Dashboard | |
Flow analytics | |
User input | |
Sent messages | |
Open rate | |
Click rate | |
Conversion rate | |
Fall back rate | |
Agent analytics | |
Custom event tracking | |
Custom dashboards/reports |
Freshchat Templates
Freshchat provides 68 templates you can use to get started with creating your chatbot.
Unfortunately, it’s not possible to create these chatbot templates yourself and share them with others.
Number of templates | 68 |
Make template | |
Share template |
Support
Freshchat has a lot of documentation and tutorials on how you can use their platform.
Moreover, they provide support via live chat and email.
Tutorials | |
Documentation | |
Customer support |
Conclusion
And that’s the complete Freshchat review. So, should you use it to create your chatbots?
Yes, you should.
I was actually quite impressed with the features Freshchat has. The platform has grown a lot over the years.
Freshchat is perfect for businesses of all sizes looking for a customer support tool with AI chatbots and live chat.
Freshchat is easy to use, has many features and allows you to connect with 400+ applications. With the built-in live chat and auto-assignment rules, you can hand over a conversation to an agent whenever you need.
With Freddy AI, you can automatically reply to questions and support your live chat agents. You can also summarize conversations and respond to questions.
Moreover, you can:
- Translate your chatbot to any language
- Publish your chatbot in 7 channels
- Send WhatsApp and SMS campaigns
- Create your own curated analytics reports
If you are considering buying Freshchat as your customer support tool, there are also some cons to keep into account:
- Some features are hidden in the interface
- Proactively sending messages on websites cannot be connected to specific chatbot flows
- No marketing possiblities on Facebook and Instagram
Frequently Asked Questions
What is Freshchat?
Freshchat is a chatbot and live chat platform. It helps you engage with visitors on many channels. This includes your website, Instagram, WhatsApp and Facebook.
Is Freshchat chatbot free to use?
Yes, there is a free version of Freshchat that you can use. The free plan contains basic features and facilitates up to 10 agents. Prices for the paid versions can go up to $79 and are charged per agent and per month.
What is Freshchat used for?
Freshchat is a messaging platform that can be used to automatically talk with customers. Freshchat can help customer support teams automate communication with customers.
What type of businesses use the Freshchat chatbot?
Businesses in different industries use the Freshchat chatbot. Some of these industries include technology, retail, and internet and telecom.
Is Freshchat legit?
Yes, Freshchat is legit platform you can use to streamline communications with your customers. Freshchat is perfect for businesses of all sizes looking for a customer support tool with AI chatbots and live chat.
What does Freshchat do?
Freshchat is a customer support tool you can use to streamline communications with your customers. It has AI chatbots and live chat. You can automate messages and hand off chats to agents when needed.
What is Freshchat pricing?
Freshchat offers a range of pricing plans starting with a free version for up to 10 agents. The paid plans begin at $19 per agent/month with the Growth plan, which includes 500 Freshbot sessions and all available channels.
There are also the Pro Plan and Enterprise Plans, which cost $49/agent/month and $79/agent/month respectively. Add-ons like Freddy Copilot and extra Freshbot sessions are available at an additional cost.
What is Freshworks?
Freshworks is a company behind Freshchat chatbot. They also offer other products, such as Freshsales for CRM and Freshdesk for ticketing.
Freshchat bot – is it good?
Yes, the Freshchat bot is quite good, especially for businesses looking to automate customer service interactions. It has an easy-to-use bot builder. It supports many messaging channels. Plus, it offers advanced features like Freddy AI, which helps with intent detection and summarizing conversations.
However, creating separate bots for each channel and finding some hidden features in the interface may take extra effort.
What are Freshchat plans?
There are 4 main Freshchat plans:
- Free Plan: Supports up to 10 agents but lacks chatbot functionality.
- Growth Plan ($19/agent/month): Includes 500 Freshbot sessions, multiple channels, and access to the app marketplace.
- Pro Plan ($49/agent/month): Offers more advanced features, such as Auto-Resolve, advanced live chat automations, and analytics dashboards.
- Enterprise Plan ($79/agent/month): Everything in Pro, plus allowed domains, user authentication and skill based routing.Additional features, like more Freshbot sessions and Freddy Copilot, are available as add-ons.