Freshchat Review 2024: Features, Pricing, Pros and Cons

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By Joren Wouters Updated on

Freshchat is a chatbot and live chat platform to engage with visitors on multiple channels, such as 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 pricing plans of Freshchat.

Let’s dive in!

Our Verdict

Our Verdict

Freshchat is perfect for small businesses to enterprises looking for a customer support tool, enabled 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. By using Freddy AI, you can automatically reply to questions and support your live chat agents with summarizing conversations and responding 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
freshchat-logo
Go to Freshchat
4.3
Plans cost
$19 to $499
Introductory Offer
Forever free plan with basic features (up to 10 agents)
Standout features
Ease of use, Omnichannel, Built-in AI, Livechat, Integrations

Using the Freshchat Bot Builder

When you log in at Freshchat, you see a dashboard with the most important analytics of your customer support team:

Dashboard in Freshchat after logging in

On the left side, you have multiple tabs you can manage Freshchat with:

  1. Freddy Insights – This is a bot support agents can use to get insights in how Freshchat performs
  2. Support Dashboard – Overall dashboard that gives you insights on how well your support team does
  3. Conversations Inbox – This is the live chat inbox of Freshchat
  4. Contacts – Overview of everyone that talked with your chatbot
  5. FAQs – Frequently Asked Question articles you can add to your chatbot and widget
  6. Chatbots – This is where you design your bot flows
  7. Campaigns – Here you can set up website, SMS and WhatsApp campaigns
  8. Support Analytics – Deep-dive analytics of your support team and chatbots
  9. Settings

When you start with creating the chat automations, Freshchat uses a bot builder where you can create your flows:

Bot builder of Freshchat

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 actions, such as storing property data, assigning the conversation to an agent or performing 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:

Holistic view of all chatbot flows in Freshchat

Also, when you’ve created your chatbot flows you can preview them before actually publishing your chatbot:

Preview your bot before publishing it in Freshchat

Moreover, you can also keep track of different versions of your chatbot and easily go back and forth between them:

Version control of your chatbot in Freshchat

Overall, 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 quite a while to understand how I could add conditions to my chatbot flows and 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.

Visual Flow Builder
Create chatbot dialogs with a visual flow builder.
Test chatbot
Is it possible to test the chatbot before putting your new flows or changes live?
Easy to use?
Is the chatbot platform easy-to-use?
Easy to setup a chatbot?
Is it easy to set up your chatbot with this chatbot platform?

Chatbot elements

With Freshchat, you can add two elements to your 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:

Conditions in the bot builder of Freshchat

By using these elements, you can create a good chatbot.

The main drawback I had with the chatbot elements is that you cannot start another chatbot flow, without clicking on a button. This limits the scalability of your chatbot and you possibly need to copy/paste content across chatbot flows.

Delays
Use delays between messages in your chatbot
Images
Can you send images via your chatbot?
Video
Can you send video via your chatbot?
Audio
Can you send audio via your chatbot?
Attachments
Can you send attachments via your chatbot?
Gallery (Horizontal List)
Show a gallery of cards inside your chatbot. A card consists of an image, title, subtitle and button.
Vertical List
Show a vertical list of items inside your chatbot
Emoji's
Can you use emojis inside your chatbot?
Persistent menu
Can you add a persistent menu to your chatbot?
Quick replies
Can you add quick replies to your chatbot where users can click on?
Button
Can you add buttons to your chatbot where users can click on?
User Input
Can chatbot users freely type text to your chatbot whenever they want to?
Location Sharing
Can users share their location inside the chatbot?
Email validation
When a chatbot user gives their email, can the platform validate it's a correct email address?
Phone number validation
When a chatbot user gives their phone number, can the platform validate it's a correct phone number?
Date validation
When a chatbot user gives a date, can the platform validate it's a correct date?

Contacts

In Freshchat, you have an overview of all the contacts that talked with your chatbot:

Contacts overview in Freshchat

When you click on a contact, you can see the status of the contact, contact details and all conversations they had:

Contact Details in Freshchat

In this overview, you can see that you can easily add custom fields (called “Properties” in Freshchat) and add tags (called “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:

Create user segments with conditions in Freshchat

Custom field
Store information from your chatbot users inside fields. For example, you can ask for someone's email and store it inside the "email" custom field.
Tags
Add tags to users in your chatbot flows to organize and categorize contacts.
User Segments
Can you create user segments based on custom fields and tags?

Messages

With Freshchat, you can send SMS and WhatsApp broadcasts to your contacts:

Send WhatsApp Campaigns with Freshchat

Moreover, you can also easily add multiple languages to your chatbot:

Add multiple languages in your chatbot with Freshchat

You can just download the file for a language, change the CSV and upload a new files with translation. In the Bot Builder, you have an action that detects someone’s language, allowing your chatbot to switch to a different language.

Broadcasts
Send a message to all or a part of your chatbot users at a specific date and time
Sequences
Send messages on a pre-defined schedule with a certain time interval between those messages
Conditions
Make checks in your chatbot flow based on if-then logic. For example, if the user has not given their email, ask for their email.
Multiple languages
Is it possible to create a chatbot in multiple languages?
Easy to translate
Can you translate text to other languages without using a third-party platform and without creating duplicate flows?

Freshchat AI Features

Freshchat has many AI features, including intent & 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:

Intents in Freshchat

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:

Entity recognition for customer information in Freshchat

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 with information in these articles and refer customers to them:

Freddy Self Service in Freshchat

Additionally, Freddy can also summarize conversations (so your agents can work faster), suggest utterances for intents and rephrase content in your chatbot flows.

Freddy Copilot helps agents and assistants to improve their productivity. For example, rephrase texts from agents, summarize conversations (even over the phone), create knowledge base articles and detect the sentiment of a conversation.

With Freddy Prompts & Insights, admins in Freshchat can ask questions to an AI Bot and it can automatically perform tasks and generate insights for you:

Freddy AI Insights in Freshchat

Keywords
Trigger chatbot flow based on certain words or phrases a user says to the chatbot.
Intents
Trigger a chatbot flow by understanding the intent of the user.
Entities
Capture specific information from sentences. For example, if a user says "veggie pizza", the chatbot can understand it's not a regular pizza, but a veggie pizza.
Dialogflow
Does the chatbot platform provide a direct integration with Google's AI Platform?

Channels

With Freshchat, you can put a chatbot on 7 channels:

  • Your website
  • WhatsApp
  • Instagram
  • SMS (via Twilio or Gupshup)
  • Facebook Messenger
  • Line
  • Google Business Messages

Moreover, you can also connect Freshchat with Voice to handle incoming phone calls (by using Freshcaller or another phone service), but it’s not possible to add a voice chatbot to that as well.

Furthermore, you can also send email campaigns to the contacts that talked with your chatbot.

Website
Can you publish your chatbot on your website?
Facebook
Can you publish your chatbot on Facebook?
Instagram
Can you publish your chatbot on Instagram?
Whatsapp
Can you publish your chatbot on WhatsApp?
Telegram
Can you publish your chatbot on Telegram?
SMS
Can you publish your chatbot on SMS?
Slack
Can you publish your chatbot on Slack?
Skype
Can you publish your chatbot on Skype?
Email
Can you publish your chatbot on email?
Merge contacts across channels
Can you merge contacts across channels, when the same person contacts you over multiple channels?

Integrations

Freshchat has a built-in live chat, allowing you to hand over a conversation to a human agent:

Live chat in Freshchat

This live chat is also really advanced because you can set up assignment rules, rules for conversation routing, SLA policies, and even automatically translate messages sent by live chat agents.

Additionally, Freshchat offers an iOS and Android app, allowing your agents to respond to customers via their phones.

Furthermore, 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)

Moreover, they also have an App Marketplace with over 400+ integrations to other applications (both free and paid), including Hubspot, Teamviewer and Calendly:

App Marketplace for integrations in Freshchat

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.

Livechat integration
Direct integration with live chat, either via a built-in live chat functionality or a third-party live chat platform.
Zapier
Direct integration with Zapier, one of the largest integration platforms in the world.
Make
Direct integration with Make (formerly Integromat), one of the largest integration platforms in the world.
Google sheets
Direct integration with Google Sheets, to store or retrieve data from sheets.
Make API Calls
Can you call an API inside your chatbot flow to send or get data from other applications?

Marketing

With Freshchat, you can add a widget to your website that you can fully customize to your own preferences:

Website widget in your own branding with Freshchat

Likewise, you can also add Topics and FAQ knowledge base articles to your widget:

Add Topics & FAQ Articles to your website widget in Freshchat

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:

Send proactive message campaigns on your website with Freshchat

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:

Create Customer Journeys with Freshchat

Likewise, you can do the same thing via WhatsApp by sending WhatsApp Message Templates.

Facebook website widget
Embed your chatbot as a Facebook Widget on your website.
Native website widget
Embed your chatbot as a native widget (your own branding & colors) on your website.
Landing pages
Can you create a simple landing page to drive users to your chatbot?
Facebook Ref URL
Can you create a URL that goes to a specific flow inside your Facebook chatbot?
One-Time Notification
Send one-time notifications via Facebook Messenger for a topic that a chatbot user has opted-in for
Facebook Ads
Start a conversation with your chatbot when someone clicks on a Facebook Ad
Button creator
Add a button to your website to drive users to your chatbot
Custom URLs
Generate a simple URL that can be shared anywhere to send users to your chatbot

Freshchat Pricing

Freshchat offers 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 and comes with 500 Freshbot sessions, all the channels of Freshchat, 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 Liver Chat automations, Auto-Resolve, Advanced Dashboards and CSAT Surveys:

Pricing of Freshchat

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
Does the chatbot platform provide a free trial?
Free plan
Does the chatbot platform provide a free plan?
Price per month
What is the lowest price per month for creating a chatbot on this platform?
19
Monthly pricing available?
Is it possible to pay monthly?
Money back guarantee
Is there a money-back guarantee in case you are not satisfied with the platform?

Analytics

Freshchat provides an analytics dashboard with many pre-built reports, including a Chat Conversations Reports, Chatbot Oteview Reports and SLA compliance report:

All reports in the Analytics section of Freshchat

When you click on one of the reports, you can the most important analytics of your chatbot and live chat agents:

Chat Conversations Report in Freshchat

Additionally, you can also create your own custom reports by dragging widgets into a canvas and saving them:

Create a custom analytics report with Freshchat

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:

freshchat-train-bot-analytics

Dashboard
Dashboard that provides general analytics of your chatbot.
Flow analytics
Can you analyze how users are going through your chatbot flows?
User input
Get the input from users that your chatbot didn't understand.
Sent messages
The number of messages that were sent by your chatbot.
Open rate
The percentage of chatbot users that opened a message inside your chatbot.
Click rate
The percentage of chatbot users that click on a button inside your chatbot.
Conversion rate
The percentage of users that converted through your chatbot. For example, the percentage of users that gave their email address
Fall back rate
The percentage of interactions where the chatbot did not know an answer to a question.
Custom dashboards/reports
Can you create your own dashboard or reports?

eCommerce

Freshchat has a Shopify and WooCommerce integration, allowing you to automatically get data from your webshop, such as customer and order information.

Additionally, you can also install apps for other eCommerce platforms via the App Marketplac, such as Magento and BigCommerce.

Payments
Collect payments inside your chatbot
Shopify
Direct integration with Shopify to get products, order information and cart data.
WooCommerce
Direct integration with WooCommerce to get products, order information and cart data.
Buy directly within chatbot
Ability for chatbot users to buy products or services directly from a chatbot
Cart abandonment
Trigger messages in the chatbot when a user abandons their cart on a website or inside the chatbot

Templates & Cloning

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.

On the other hand, you can duplicate your chatbots, your chatbot flows and any element within your chatbot.

Number of templates
How many pre-built templates does the chatbot platform provide?
68
Make template
Can you make templates yourself?
Share template
Can you share self-created templates with others?
Duplicate chatbot flows
Is it possible to duplicate chatbot flows, so you can easily reuse them?
Duplicate chatbot elements
Is it possible to duplicate chatbot elements, so you can easily reuse them?

Optimization

With Freshchat, it is impossible to do any optimization, such as A/B testing.

A/B Testing
Can you optimize your chatbot flows by performing A/B tests?

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
Does the chatbot platform provide tutorials on how to use its platform?
Documentation
Does the chatbot platform provide documentation on how to use its platform?
Customer support
Does the chatbot platform provide customer support?

Conclusion

So, should you use Freshchat 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 small businesses to enterprises looking for a customer support tool, enabled 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. By using Freddy AI, you can automatically reply to questions and support your live chat agents with summarizing conversations and responding to questions.

Moreover, you can translate your chatbot to any language, publish your chatbot in 7 channels, send WhatsApp and SMS campaigns and create your own curated analytics reports.

Go to Freshchat

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

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