Freshchat Features

Freshchat

Live Chat software for modern messaging

3.94/5 (69 reviews)

Freshchat Feature Summary

  • Real-time engagement
  • Activity hub
  • Notifications
  • Proactive chat
  • Catch up board
  • Multiple simultaneous chats
  • Chat transfer
  • Targeted messages
  • Message targeting rules
  • Customizable chat widget
  • Role management
  • Conversation histories
  • Website path tracker
  • Customizable default messages
  • Visitor categorization
  • Persistent chat
  • Geotargeting
  • API
  • Auto Routing
  • In-App Campaigns
  • Assignment Rules
  • CRM Auto-Upload
  • Bot
  • Event Triggered Messaging
  • Message Channels
  • Contextual Information
  • Welcome Messages
  • Integrated FAQs
  • FAQ search
  • Multilingual
  • Email
  • Bulk Actions (
  • Integrations
  • Integrations
  • Email
  • FAQ search
  • Welcome Messages
  • Bulk Actions (
  • Multilingual
  • Integrated FAQs

Competitor Feature Comparison

"What If" Scenarios
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Assignment Management
Audit Trail
Authentication
Auto-Responders
Automated Scheduling
Automatic Call Distribution
Availability Indicator
CRM
Call Routing
Canned Responses
Categorization/Grouping
Chat Transcript
Chat/Messaging
Collaboration Tools
Commenting / Notes
Communication Management
Configurable Workflow
Customer Database
Customer History
Customer Profiles
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Templates
Data Import/Export
Desktop Notifications
Drag & Drop
Email Management
Employee Activity Monitoring
Employee Profiles
Event Triggered Actions
Feedback Management
File Management
File Sharing
File Transfer
Geotargeting
Help Desk Management
Historical Reporting
Interaction Tracking
Issue Management
Knowledge Base Management
Labeling
Live Chat
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Department/Project
Multi-Language
Offline Form
Performance Metrics
Prioritization
Proactive Chat
Quality Assurance
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-time Consumer-facing Chat
Remote Support
Reporting & Statistics
Reporting/Analytics
Request Assignment
Role-Based Permissions
Rules-Based Workflow
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Third Party Integrations
Time Zone Tracking
Timeline Management
Transcripts/Chat History
Transfers/Routing
Two-Way Audio & Video
Video Chat
Visitor Tracking
Website Visitor Tracking
Widgets
Workflow Management
eCommerce Management
Visit WebsiteCompare App
"What If" Scenarios
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Assignment Management
Audit Trail
Authentication
Auto-Responders
Automated Scheduling
Automatic Call Distribution
Availability Indicator
CRM
Call Routing
Canned Responses
Categorization/Grouping
Chat Transcript
Chat/Messaging
Collaboration Tools
Commenting / Notes
Communication Management
Configurable Workflow
Customer Database
Customer History
Customer Profiles
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Templates
Data Import/Export
Desktop Notifications
Drag & Drop
Email Management
Employee Activity Monitoring
Employee Profiles
Event Triggered Actions
Feedback Management
File Management
File Sharing
File Transfer
Geotargeting
Help Desk Management
Historical Reporting
Interaction Tracking
Issue Management
Knowledge Base Management
Labeling
Live Chat
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Department/Project
Multi-Language
Offline Form
Performance Metrics
Prioritization
Proactive Chat
Quality Assurance
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-time Consumer-facing Chat
Remote Support
Reporting & Statistics
Reporting/Analytics
Request Assignment
Role-Based Permissions
Rules-Based Workflow
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Third Party Integrations
Time Zone Tracking
Timeline Management
Transcripts/Chat History
Transfers/Routing
Two-Way Audio & Video
Video Chat
Visitor Tracking
Website Visitor Tracking
Widgets
Workflow Management
eCommerce Management
Visit WebsiteCompare App
"What If" Scenarios
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Assignment Management
Audit Trail
Authentication
Auto-Responders
Automated Scheduling
Automatic Call Distribution
Availability Indicator
CRM
Call Routing
Canned Responses
Categorization/Grouping
Chat Transcript
Chat/Messaging
Collaboration Tools
Commenting / Notes
Communication Management
Configurable Workflow
Customer Database
Customer History
Customer Profiles
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Templates
Data Import/Export
Desktop Notifications
Drag & Drop
Email Management
Employee Activity Monitoring
Employee Profiles
Event Triggered Actions
Feedback Management
File Management
File Sharing
File Transfer
Geotargeting
Help Desk Management
Historical Reporting
Interaction Tracking
Issue Management
Knowledge Base Management
Labeling
Live Chat
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Department/Project
Multi-Language
Offline Form
Performance Metrics
Prioritization
Proactive Chat
Quality Assurance
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-time Consumer-facing Chat
Remote Support
Reporting & Statistics
Reporting/Analytics
Request Assignment
Role-Based Permissions
Rules-Based Workflow
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Third Party Integrations
Time Zone Tracking
Timeline Management
Transcripts/Chat History
Transfers/Routing
Two-Way Audio & Video
Video Chat
Visitor Tracking
Website Visitor Tracking
Widgets
Workflow Management
eCommerce Management
Visit WebsiteCompare App

Mobile apps

iOS App


17 reviews

Requires iOS 10.3 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


309 reviews

Freshchat Feature Reviews

25 reviewers had the following to say about Freshchat's features:

Jason W.

An excellent entry into live chat support

2019-03-20

Initially, I was looking for a live chat solution for one of our clients, but quickly realized the software could become useful for us as well.

Pros

In addition, there are numerous ways to integrate it with other systems, from Fresh Service, Fresh Desk, to third party integrations.

Cons

Perhaps the only area I think they could improve is by adding additional third party integrations, but that's a minor quibble, as they already offer several.

Rating breakdown

Value for money
Ease of use
Features

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Shikhil S.

A refreshing new product in chat industry but limited features!

2017-09-12

- Great interface for end customers - Limited features, but done right - Free trial available with full features to test - Great customer support - The backend dashboard UI is good

Pros

The chat widget UI is clean and attractive.

Cons

Even the full feature version has less features as compared to other providers.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Information Services company, 11-50 employees)

No notifications to admin or agent when inbox is not open

2020-06-17

Pros

Cheap and affordable pricing Design is good

Cons

Sometimes i forget to check the messages and i miss lot of chat queries because of not receiving desktop notifications for new chat messages.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Darien C.

Freshchat is a quality chat application with a confusing backend UI and an impossible login system

2021-03-02

Freshchat is a quality chat program that can be difficult to setup and lacks the design quality of other competing brands

Pros

Once I managed to create an account, Freshchat was easy enough to setup and offered a lot of customizable features as well as the ability to add up to 10 users - all for free - which made it a useful application for our non-profit. Their API was also very well documented, allowing for custom code to be run to allow for certain things like triggering the chat via URL redirect, all of which was beneficial for a season.

Cons

As well, basic features such as chatbots & email responses to chats were all locked behind a paywall - with a trial that failed to explain their use - and a customer service team that barraged me with numerous phone calls & emails asking me to upgrade from their free tier, even after I said I wasn't interested.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Occasionally

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Omer R.

Online Chat Support

2020-12-10

I have been recently introduced to this software and it was pretty easy to integrate with our ticketing system and it is a very low budged product which we can purchase a license for each agent and we also get 25% discount on annual subscription.

Pros

We have integrated freshchat with our ticketing system and when we end any conversation on chat, we convert it to a ticket and the followup or mark this ticket as resolved and get customer feedback on our ticketing system.

Cons

There are very few details that are being fetched by freshchat from out Saas based application which puts us 1 step back and we have to initiate the chat with asking about the primary information like name, email, company name etc.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Kevin P.

Easy to use chat

2017-02-07

Dealing with customers is simple enough, with an easy to use interface for both sides and the facility for customers to leave out of hours messages. My only gripe is that there's no way to set office hours so the icon could switch automatically to the "leave a message" version when we close for the day.

Pros

Easy to use Low cost Nice design

Cons

Can't set out of hours No mobile app

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Yann I.

A solid tool to provide top-notch customer support through live chat

2019-10-03

Freshchat has been a solid option to allow website visitors and users to ask questions and for me to interact with them, provide them with answers or point them toward a specific web page or resource.

Pros

The two things that really stood out for me are Freshchat's overall design and user interface and the ability to manage live chat conversations from either a computer or mobile device.

Cons

I had two separate live chat widgets (each on a separate site) and in order to keep track of both, I had to log in and out from the app to access the interface related to the specific live chat.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Occasionally

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Events Services company, 51-200 employees)

Freshchat - Straightforward and Easy to Use

2018-07-25

This has improved customer communication and resolving issues in a timely manner.

Pros

It allows our clients to provide feedback while using our website which is very beneficial to improve in areas we need to address.

Cons

Notifications to the agents are not very loud, so they don't always hear it if on another chat tab. An improvement that is being worked on.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Bipin V.

Freshchat has many issues

2018-04-04

Pros

It's easy to configure the automated messages which works fine.

Cons

- Take almost 10 secs to the chat box to appear after initializing a chat

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

0/10
Source: Capterra
Helpful?   Yes   No
Read more
Dennis S.

An awesome customer interaction chammel

2019-09-16

Its fascinating to know one can incooporate a bot in this chat to take care of FAQs

Pros

Chat transcript on mail Tickets raised from the chat where necessary Intergration with multiple applications

Cons

Its a great tool but sold as an addon for the fresh service when it shiuld have been bundled up as one product for fresh service customers.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Pershanthen M.

Freshchat intergration into Freshdesk really upped our support game

2019-07-17

Pros

This means that your support team can chat and respond to tickets using a single dashboard.

Cons

To be honest, i dont quite like the pricing structure as you are billed per agent rather than a team. Maybe something the Freshworks team can look into.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Krishna P.

Easy to set up and easy to manage

2018-08-10

Good and easy to set up

Pros

All required options are available. Reports and dashboard features are good.

Cons

Sometimes the notifications do not pop up on time which makes the agents difficult to act faster.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 11-50 employees)

Quite useful for both sells and support

2019-01-15

All in all, a well rounded live chat tool for sells and support.

Pros

Superb as a customer support tool for quick communication with clients.

Cons

More flexibility with the visual appearance would be welcomed. Resizing or relocating the main window easily for example.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Armando R.

A good alternative to zendesk

2019-01-14

They need to be something simple to use and that can be used in their mobile phone.

Pros

I like the way it integrates with wordpress.

Cons

Nothing so far that i did not like in the app.

Rating breakdown

Value for money
Ease of use
Features

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Information Technology and Services company, 11-50 employees)

Great live chat tool

2019-04-08

Pros

Great tool for live chat, both for support and sales.

Cons

Not the easiest to set up custom workflows

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Michael B.

Freshchat: Communicate via Online Chatbot to Provide Sales Information and Devices

2020-10-17

I’ve used Freshchat services as a loan consumer and subscription service.

Pros

The chat it is set up to answer FAQs and then if a consumers inquiry requires more detailed human communication, the chat bot redirects with ease to a human to chat through the service.

Cons

My experiences with this software have been entirely positive. However, occasionally, the human sales associates aren’t knowledgeable, tired of answering questions, therefore rude and careless or have to ask another associate. If it is not programmed correctly it can be difficult or impossible to reach a human.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Luís Miguel S.

Useful contact center chat tool

2020-10-08

It has been a very useful tool to convert customers to purchase inside the website.

Pros

It's embebbed in the freshwork ecosystem so if you have the other tools it's very easy to integrate and convert chats to tickets (with freshdesk)

Cons

It's pretty good and simple to use, and allows you to chat with your customer in your website and social networks.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Manju S.

Best tool to integrate chat tool on your website

2018-12-08

It really solve the purpose of chat integration system for your website.

Pros

They have heft list of feature and free plan as well.

Cons

I found all the options I need to set up chat tool for my website.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Joseph A.

I am just a customer using this software

2018-11-02

I've used this chat service on multiple occasions on a specific website when order bulk items.

Pros

It is a simple chat software that makes communicating with a sales representative simple and easy.

Cons

I honestly can't think of any from the customer side of things. I don't know on the other side.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Monthly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Modern customer support tool

2017-12-07

cost effective and being online for our customers 24/7

Pros

The customer can even leave our website due to this e-mail notification. As we work with volunteers we can never guarantee to be online all day but now with Freshchat we won't miss a chat anymore!

Cons

We would like a feature to export a conversation into a Freshdesk ticket for future follow up or to convert them into a KB item

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Farrah A.

FreshChat - really easy to implement

2019-09-06

The support you get from the Freshchat team is efficient, they are helpful and fast and knowledgeable

Pros

The training is self explanatory as the interface is user friendly

Cons

Most of the API integrations that are available needs to have a higher package plan which can get pricey

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Seth H.

Clean, Professional and Simple Set-up

2020-01-22

I loved the overall chat features. The dashboard and app are very clean.

Pros

I love how easy the dashboard was and how easy it was to set up on my wordpress website. The chat was also very clean, very easy to use multiple members of my team.

Cons

While I started off with a free version, the paid version was a little too expensive for what I wished to use. I found a cheaper alternative.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Faiz A.

Good tool but needs some improvement

2019-08-22

Overall has been good but the notification issue is the big problem for me.

Pros

Quick and simple to use, looks elegant and very professional. The ability to upload images and files is excellent and can be integrated with the business site.

Cons

This means that unless you are regularly checking it makes the responses late and therefore not feel like a live chat. It would be good to have a pop out or desktop version so that if you are working on something else an icon will appear to notify you.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Information Technology and Services company, 11-50 employees)

Freshchat

2018-11-02

Pros

UI is great and the ability to create the live chat into fresh desk calls allows for nothing to be missed.

Cons

This used to be included in the fresh desk plan but is now an additional purchase.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Analise F.

Freshchat Review

2019-03-20

Pros

Ease of use is the best feature of Freshchat.

Cons

Sometimes chats disappear from the panel before I am able to tag them.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more