freshchat

What freshchat does

Freshchat is a customer messaging, live chat, and chatbot platform developed and operated by Freshworks Inc. (NASDAQ: FRSH), a publicly traded software company headquartered in San Mateo, California. Launched as a standalone product in 2016 and folded into the Freshdesk Omni suite in 2021, Freshchat serves B2B businesses of all sizes with a horizontally-targeted customer support and engagement proposition, spanning SMB and mid-market customers acquired through product-led growth and enterprise accounts handled via inside/field sales. Core capabilities include AI-driven bots across web, mobile, and messaging channels, a unified agent workspace with cross-channel context, proactive customer journey campaigns, and an analytics/admin layer; the platform is built on AWS infrastructure with data centers in the US, India, Europe, and Australia, and is powered by the Freddy AI layer for conversational automation, predictive insights, and knowledge retrieval.

The product is integrated with the broader Freshworks portfolio (Freshdesk, Freshservice, Freshsales, Freshcaller) and extended through the Freshworks Marketplace, which includes a Workato-backed connector framework plus pre-built apps for Salesforce, Slack, Microsoft Teams, Shopify, Stripe, HubSpot, Jira, and others. Freshchat's revenue model is subscription SaaS with monthly and annual billing, a 14-day free trial (no credit card required) for self-serve onboarding, and quote-based enterprise pricing. The platform is supported by developer tooling (JavaScript SDK, Crayons component library, serverless runtimes, and a public developer portal) enabling custom in-product extensions, as exemplified by Klarna's case study. Compliance posture includes SOC 2 Type 2, ISO 27001, GDPR, CCPA, and WCAG 2.1 AA, with the security narrative reinforced by the Freshworks Trust Center.

The go-to-market operates on a dual motion: a low-friction PLG funnel for SMB and individual users plus dedicated 'Contact Sales' and 'Request a Demo' pathways for enterprise field sales. Distribution spans the Freshworks global footprint with localized presence in the US, UK, Germany, France, India, and Australia. Customer evidence is anchored by enterprise logos including Klarna (FinTech) and SMB examples such as Iba Cosmetics (D2C beauty), situated within a broader Freshworks base of 74,000+ customers. Four G2 recognitions in 2026 (Buyer's Choice, Leader, Best Usability, User Adoption) indicate category-level competitive positioning in the customer messaging and live chat software market. No standalone product-level revenue is disclosed, as Freshchat is reported within Freshworks' consolidated financials.

Name

freshchat

Legal name

Freshworks Inc.

Website

https://freshchat.io

Company type

Private

Founded year

2016

Operating status

Operating

Short description

Freshchat is an AI-powered customer messaging, live chat, and chatbot platform built by Freshworks Inc. (NASDAQ: FRSH) that serves B2B businesses of all sizes with omnichannel support, AI-driven self-service, and unified agent workflows, sold via SaaS subscription to SMB and enterprise customers globally.

Ownership category

akta.pro rank

Product category

Customer Engagement and Messaging Software

NAICS

Software Publishers (5132)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

Conversational Marketing & Chat Lead Capture (Chatbots, Live Chat) (BPAFAKAJ)

akta.pro secondary industry

Community/Group Chat Platforms (BPAMACAH)

Keywords

• Customer messaging software
• Live chat platform
• AI chatbot support
• Omnichannel engagement
• Helpdesk automation

Headquarters

HQ city

San Mateo

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Personnel, Marketing or Sales, Operations

Revenue model

1. Subscription SaaS: Cloud-based software subscription model with monthly and annual billing options. Customers pay for access to the Freshchat platform with pricing tiers based on features and usage.

Pricing tiers

Go-to-market motion2 records

Distribution channels4 records

Marketing channels4 records

Core offering

Freshchat is a cloud-based AI-powered omnichannel customer messaging platform that enables businesses to engage customers across live chat, messaging channels (WhatsApp, Apple Business Chat, etc.), email, and voice from a unified agent workspace. It offers AI-driven chatbot automation via Freddy AI, proactive customer journey campaigns, and integrates with Freshdesk Omni for ticketing, knowledge base, and advanced support workflows.

Product overview

Freshworks offers a suite of customer engagement and support software products. Freshchat is the core customer messaging and live chat product, which integrates with Freshdesk Omni for advanced ticketing and knowledge base capabilities. The ecosystem is powered by Freddy AI for automation and intelligence. Freshdesk serves as the complementary ticketing and helpdesk solution, while Freshservice handles IT service management. The Freshworks Marketplace provides extensibility through apps and integrations. The platform supports omnichannel customer engagement across messaging, chat, email, and voice channels.

Differentiator

Problem solved

Functional benefit

Brands

• Freshdesk Omni: Unified customer service platform that includes Freshchat capabilities along with ticketing, knowledge base, and multi-channel support.
• Freddy AI

Products and services

• Freshchat Cloud-based AI-powered omnichannel customer messaging and live chat platform enabling businesses to engage customers across messaging channels, websites, and native apps with AI-driven bot support, unified agent workspace, and proactive customer journey capabilities.
• Freshdesk Omni All-in-one omnichannel customer service platform that integrates Freshchat with advanced ticketing, knowledge bases, and comprehensive support tools for delivering unified customer support across messaging, chat, email, and voice channels.
• Freddy AI AI platform powering customer service automation across Freshworks products, including AI-driven chatbots, predictive analytics, knowledge retrieval, and process automation capable of resolving up to 80% of customer queries automatically.
• Freshdesk Cloud-based help desk and ticketing system that integrates with Freshchat to provide unified agent workspace, ticket management, and customer support operations across email, chat, phone, and social channels.
• Freshworks Marketplace Platform for discovering and installing third-party apps and integrations extending Freshworks products including Freshchat, Freshdesk, Freshservice, and other solutions with pre-built workflows and connector apps.

Quantifiable outcome

• AI resolves up to 80% of customer queries automatically
• +1 more outcomes

Named customers2 records

Segments2 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration9 records

AI capability8 records

Feature5 records

Partnerships

Nine partnerships are on record, tiered core and major.

• Amazon Web Services (AWS)coreTechnology or IntegrationAWS serves as Freshworks' secure hosting partner. Freshworks infrastructure is hosted in dedicated VPCs within AWS availability zones, providing the foundation for Freshchat's cloud-based messaging platform with high availability, auto-scaling, and robust security.
• Microsoft TeamsmajorTechnology or IntegrationMicrosoft Teams integration enables cross-team collaboration and contextual customer support. Freshchat integrates with Teams for real-time notifications and team collaboration during customer support workflows.
• SlackmajorTechnology or IntegrationSlack integration enables real-time collaboration between support agents and internal teams through Slack notifications, improving response coordination and internal communication.
• ShopifymajorTechnology or IntegrationShopify integration delivers personalized customer support with instant access to customers' recent orders within Freshdesk, enabling e-commerce businesses to provide tailored support.
• SalesforcemajorTechnology or IntegrationSalesforce connector app enables viewing Salesforce data inside Freshdesk and performing data sync between Salesforce CRM and Freshdesk support platform.
• Jira (Atlassian)majorTechnology or IntegrationJira connector app brings development teams and IT support closer by automating workflows between Freshservice and Jira for streamlined issue resolution.
• ShopifymajorTechnology or IntegrationShopify integration provides instant access to customers' recent orders within Freshdesk, enabling personalized e-commerce customer support.
• Microsoft Teams (Freshservice)majorTechnology or IntegrationServicebot for Microsoft Teams is an AI-powered virtual agent that answers employee queries and service requests within Microsoft Teams, powered by Freshservice.
• WorkatocoreTechnology or IntegrationConnector Apps within the Freshworks Marketplace are subject to Workato's Embedded Software Supplemental Terms, indicating deep platform integration for workflow automation.

Scale indicators4 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Drift (Salesloft): Drift pioneered conversational marketing and live chat for B2B sales and support; now part of Salesloft. Direct competitor in conversational AI and live chat, particularly for B2B customer engagement.
• Crisp: Crisp provides a multichannel customer messaging platform with live chat, chatbots, and shared inbox for SMBs. Direct competitor in the SMB live chat space with similar freemium positioning.
• Kustomer: Kustomer (now part of Meta) is an AI-powered customer service platform with omnichannel messaging, automation, and CRM integration. Direct competitor in mid-market/enterprise omnichannel messaging.
• Intercom: Intercom is the leading AI-first customer messaging platform offering live chat, AI agents (Fin), and helpdesk functionality. Direct competitor to Freshchat across SMB and enterprise segments, with a similar product surface but pure-play focus.
• LiveChat: LiveChat (now part of Text Holdings) offers live chat, messaging, and AI bot products for SMB and mid-market customer support. Direct competitor with overlapping functionality and customer base.

Broad incumbents

• HubSpot Service Hub: HubSpot Service Hub includes live chat, chatbots, and ticketing within its broader CRM platform. Comparable messaging capabilities wrapped in a much wider marketing/sales/CRM ecosystem; competes for SMB and mid-market.
• Zendesk: Zendesk offers Zendesk Chat within its broader customer service suite, including AI agents and omnichannel support. Larger incumbent with broader portfolio; competes with Freshchat in mid-market and enterprise messaging.
• Genesys: Genesys is a large incumbent in contact center and customer experience platforms with messaging, AI bots, and omnichannel routing. Overlaps with Freshchat at the enterprise end, especially for voice and large-scale deployments.

Emerging players

• Tawk.to: Tawk.to offers a free live chat platform with paid add-ons, widely used by SMBs and budget-conscious businesses. Competes on price in the low-end SMB segment where Freshchat's freemium tier also plays.
• Tidio: Tidio is an SMB-focused live chat and chatbot platform with AI automation (Lyro AI). Directly competes with Freshchat in the SMB segment with similar freemium and PLG mechanics.

Market position

Strengths5 records

Weaknesses4 records

Competitive moat6 records

Key risks5 records

Key highlights7 records

Customer concentration

• Xtwitter.com/freshworksinc
• YouTubeyoutube.com/channel/UCYtaa2E7NSvf3uD9DbsDYZA
• Facebookfacebook.com/FreshworksInc
• LinkedInlinkedin.com/company/1377014

Compliance6 records

Revenue estimate

Valuation estimate

Number of profiles

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about freshchat