Freshchat AI

Freshchat is Freshworks' customer messaging and conversational support platform — providing AI-powered chatbot, live chat, proactive messaging campaigns, and omnichannel support integration for customer engagement across web, mobile, and messaging channels. Freddy AI is the conversational AI powering Freshchat's chatbot — detecting customer intent, providing self-service answers from the knowledge base, routing complex queries to human agents, and learning from conversations. AI Dialogue Manager handles multi-turn conversational flows — maintaining context across customer messages without losing the thread of complex multi-step interactions. Proactive Campaigns enable targeted outbound messaging — sending automated messages to customer segments based on behaviour, page visited, or time on page for conversion and engagement. Agent Assist provides real-time AI support for human agents — suggested responses, auto-populated customer context, and conversation summaries reducing agent handle time. Omnichannel brings email, phone, and social messaging alongside chat — all customer communication channels managed from Freshchat's agent workspace. IntelliAssign automates ticket routing to the most appropriate agent — matching tickets to agents based on skills, workload, and availability. The free plan includes unlimited contacts with 100 agent seats — genuinely accessible for small teams evaluating AI messaging. With businesses across retail, healthcare, and technology using Freshchat, it validates as an accessible AI messaging platform within the broader Freshworks ecosystem.