Freshchat (within Omni)

Fresh

by Freshdesk (by Freshworks)

Async and real-time messaging channel integration with bot-to-human handoff and conversation threadingSupport teams needing to engage customers on messaging apps without maintaining separate tools per channelFree tier

Modern conversational messaging module bundled into Freshdesk Omni that handles live chat, WhatsApp, Instagram DM, Facebook Messenger, and other async channels in a unified inbox.

Features

Ticket Management & Shared Inboxall plansAutomation Rules (Dispatch, Observer, Supervisor)all plansSLA Management & Escalationsall plansKnowledge Base / Self-Service Portalall plansCanned Responsesall plansCustom Ticket Fields & Formspaid onlyCustom Reporting & Dashboardspaid onlyStandard Out-of-Box Reportsall plansOmniroute (Skill-Based & Load-Balanced Routing)paid onlyCustom Objectspaid onlyMultilingual Knowledge Basepaid onlyFreddy AI Copilot (Reply Drafting, Summarization, Tone)paid onlyFreddy AI Agent (Autonomous Bot, Session-Based)paid onlyFreddy AI Insights (Anomaly Detection, Conversational BI)paid onlyLive Translation (60+ Languages)paid onlySentiment Analysispaid onlySandbox Environmententerprise onlyIP Whitelistingenterprise onlyAudit Logsenterprise onlySSO / JWT Authenticationenterprise onlyCustom Agent Roles & Permissionsenterprise onlyAgent Shifts Managemententerprise onlyMarketplace Integrations (650+ apps)all plansJira Integrationall plansREST API & Webhooksall plansCSAT Surveysall plansCollaborative Ticket Notes & Team Inboxall plansVoice AI Agents (via Freshcaller Marketplace — Synthflow, SquawkVoice)paid only

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