AI-powered messaging platform integrated with Freshdesk helpdesk
Freshchat is Freshworks' modern messaging and AI chatbot product, tightly integrated with Freshdesk (ticketing) and Freshsales (CRM). Its Freddy AI bot resolves customer questions using machine learning, while the unified inbox handles web chat, email, Messenger, WhatsApp, and LINE in one platform — making it the preferred chatbot solution for teams already in the Freshworks ecosystem.
Freshchat is a strong fit if its core strengths match your workflow, budget, and support needs. Use the quick signals below before opening the full review.
Freshchat is Freshworks' answer to Intercom — a modern messaging and AI chatbot product that competes on ecosystem integration rather than standalone capability. For the significant number of companies using Freshdesk for helpdesk ticketing and Freshsales for CRM, Freshchat provides the chat and bot layer of the customer communication stack with native data integration that third-party chat tools cannot match.
Freshchat's primary differentiator is how it fits into the Freshworks product family. A conversation that starts in Freshchat can become a Freshdesk support ticket in one click, with the full chat transcript, customer contact record, and conversation context transferred automatically. Agents handling the chat can see the customer's Freshdesk ticket history and Freshsales CRM record in the side panel — no tab switching, no manual lookup.
For organisations that have standardised on Freshworks for support and sales, this integration reduces the data friction that occurs when chat, ticketing, and CRM are separate tools connected through Zapier or webhooks.
Freshat's AI chatbot, Freddy, uses intent classification trained on historical conversations and support documentation to handle common queries without human involvement. Freddy's resolution rate for structured FAQs and policy questions is good; for complex, open-ended questions, it typically escalates to a human agent. The AI improves as more conversation data accumulates — making earlier deployment beneficial for long-term performance.
Freshchat's IntelliAssign feature routes incoming conversations to agents based on configurable criteria: agent skill tags, current conversation load, availability status, and round-robin distribution. For support teams with specialised agents — billing experts, technical specialists, account managers — IntelliAssign routes to the appropriate skill group automatically without manual queue monitoring.
Score: 8.1/10 — Best chatbot for Freshworks ecosystem teams; standalone value lower than Intercom or Tidio for non-Freshworks companies.
Free
Free billed annually
$19/mo
$190/mo billed annually
$49/mo
$490/mo billed annually
$79/mo
$790/mo billed annually
Freshchat is best for Teams using Freshdesk for helpdesk ticketing who want chat and bot on the same platform with native integration, Companies in the Freshworks ecosystem who want unified CRM, helpdesk, and chat without third-party integration overhead, Mid-market companies that want AI chatbot, live chat, and omnichannel messaging at more accessible pricing than Intercom.
Yes. Freshchat currently lists a free plan in ToolRankr data.
It has a free plan.
Freshchat is reviewed using ToolRankr's scoring model for ease of use, value, features, support, and overall quality. Affiliate links may earn a commission, but sponsored labels do not change editorial scoring.
Get major pricing, feature, and ranking changes for tools you care about.
