# Freshchat vs Gupshup Comparison

---
## Frequently Asked Questions

### What is the difference between Gupshup vs FreshChat?

Gupshup and FreshChat are both rated 4.4/5, but Gupshup is most popular with mid-market companies and is noted for its scalable multichannel automation, while FreshChat is favored by small businesses for its intuitive interface and live chat management.

| | [Gupshup](https://www.g2.com/products/gupshup/reviews) | [FreshChat](https://www.g2.com/products/freshworks-freshchat/reviews) |
| --- | --- | --- |
| G2 Rating (reviews) | 4.4/5 (67 reviews) | 4.4/5 (500 reviews) |
| Largest Segment | Mid-Market | Small-Business |
| Ease of Setup score | 8.8 | 8.7 |
| Quality of Support score | 8.4 | 8.7 |
| Top Reviewer-Cited Strength | Ease of Use (26 all-time mentions) | Ease of Use (14 all-time mentions) |



### How do the pricing models of Gupshup and FreshChat compare?

Gupshup and FreshChat are rated at parity for value, with both products receiving positive but mixed feedback on pricing and cost satisfaction.

- **Gupshup:** In recent reviews, several users note that Gupshup's pricing increases with message volume and can be perceived as high, but others highlight its cost-saving potential for high-volume messaging and automation.
- **FreshChat:** Reviewers mention that FreshChat's pricing scales quickly as agent seats grow, which can be a concern for expanding teams, but many appreciate its inclusion in omnichannel packages and overall value for live chat and automation features.



### What are the best alternatives to Gupshup and FreshChat?

The top 3 alternatives to Gupshup and FreshChat are Fin, Wati, and Zendesk for Customer Service.

| Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength |
| --- | --- | --- | --- | --- |
| [Gupshup](https://www.g2.com/products/gupshup/reviews) | 4.4/5 (67 reviews) | Mid-Market | Pricing increases with message volume; cost-saving for high-volume automation | Ease of Use (26 all-time mentions) |
| [FreshChat](https://www.g2.com/products/freshworks-freshchat/reviews) | 4.4/5 (500 reviews) | Small-Business | Pricing scales with agent seats; valued in omnichannel packages | Ease of Use (14 all-time mentions) |
| [Fin](https://www.g2.com/products/fin/reviews) | 4.5/5 (3,901 reviews) | Small-Business | — | — |
| [Wati](https://www.g2.com/products/wati/reviews) | 4.6/5 (500 reviews) | Small-Business | — | — |
| [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) | 4.3/5 (7,035 reviews) | Mid-Market | — | — |



### Which Bot Platforms features should I prioritize when comparing Gupshup and FreshChat?

Buyers comparing Gupshup and FreshChat should prioritize Automation, Integrations, Ease of Use, Quality of Support, and Multichannel Capabilities.

- **Automation:** Gupshup (6 all-time mentions), FreshChat (6 all-time mentions); both products are frequently praised for automation features.
- **Integrations:** Gupshup (10 all-time mentions), FreshChat (6 all-time mentions); Gupshup is noted for CRM and API integrations, while FreshChat is highlighted for integration with Freshdesk and other Freshworks tools.
- **Ease of Use:** Gupshup (26 all-time mentions), FreshChat (14 all-time mentions); both products are recognized for user-friendly interfaces, with Gupshup leading in mention count.
- **Quality of Support:** Gupshup (23 all-time mentions), FreshChat (4 all-time mentions); Gupshup receives more frequent support praise, but FreshChat scores higher on Quality of Support (8.7 vs 8.4).
- **Multichannel Capabilities:** Gupshup is frequently cited for supporting WhatsApp, SMS, and RCS, while FreshChat is praised for unified inbox and omnichannel chat management.



### What are the pros and cons of Gupshup vs FreshChat?

Gupshup's headline strength is its robust multichannel automation, while FreshChat stands out for its intuitive interface and live chat management.

- **Gupshup strengths:** Ease of Use (26 all-time mentions), Customer Support (23), Easy Integrations (11), Automation (6), API Integration (9), Multichannel messaging (WhatsApp, SMS, RCS).
- **Gupshup trade-offs:** Pricing increases with message volume, configuration and debugging can be complex, dashboard and UI/UX could be improved, some advanced features require technical setup.
- **FreshChat strengths:** Ease of Use (14 all-time mentions), Automation (6), Integrations (6), Live chat management, Unified inbox, Easy implementation, Intuitive UI.
- **FreshChat trade-offs:** Pricing scales quickly with agent seats, AI and chatbot features have limitations (5 all-time mentions), reporting and analytics are basic, some reviewers note learning curve and occasional outages.



### Is Gupshup or FreshChat better for small businesses?

FreshChat is the better fit for small businesses, as it is most popular in the small-business segment and receives strong positive sentiment from small-business reviewers.

- **Gupshup:** Most popular with mid-market companies; reviewers highlight its scalability and automation for larger or growing teams.
- **FreshChat:** Most popular with small businesses; reviewers consistently praise its intuitive setup, ease of use, and value for smaller teams.



### Which Bot Platforms platform has better integrations?

FreshChat is favored for integrations, especially with Freshdesk and other Freshworks tools.

- **Gupshup:** Reviewers mention integration with CleverTap and highlight CRM and API integrations, but with fewer all-time mentions.
- **FreshChat:** Integration with Freshdesk is cited in 70 reviews, and reviewers frequently note easy integration with other Freshworks products and social channels.



### How do Gupshup and FreshChat compare on customer support?

FreshChat scores higher on Quality of Support (8.7 vs 8.4), but both products receive positive support feedback from reviewers.

- **Gupshup:** Reviewers frequently praise responsive and helpful support, with 23 all-time mentions for Customer Support and several citing dedicated account managers and fast service.
- **FreshChat:** Reviewers highlight excellent customer support, proactive assistance, and helpful onboarding, with 4 all-time mentions and a higher Quality of Support score.



### Which is easier to implement, Gupshup or FreshChat?

Gupshup and FreshChat are at parity on Ease of Setup, with scores of 8.8 and 8.7 respectively.

- **Gupshup:** Reviewers describe setup as straightforward for technical users, but note a learning curve for advanced configuration and API setup.
- **FreshChat:** Reviewers consistently mention easy and intuitive setup, with many able to implement without developer assistance and positive onboarding experiences.



### Which product has better Automation?

Gupshup and FreshChat are rated equally for Automation, with both products receiving 6 all-time mentions for automation features.

- **Gupshup:** Automation is cited in 6 reviews, with reviewers highlighting automated messaging, campaign triggers, and workflow automation across channels.
- **FreshChat:** Automation is cited in 6 reviews, with reviewers praising AI-powered chatbots, auto-assignment, and automation for handling repetitive queries.



| | Freshchat | Gupshup | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 502 | 67 | 
| **Largest Market Segment** | Small-Business (58.0% of reviews) | Mid-Market (45.5% of reviews) | 
| **Entry Level Price** | $0.00 | No pricing available | 

---
## Top Pros & Cons

### Freshchat

Pros:
- Ease of Use (14 reviews)
- Helpful (10 reviews)

Cons:
- AI Limitations (5 reviews)
- Chatbot Issues (5 reviews)

### Gupshup

Pros:
- Ease of Use (26 reviews)
- Customer Support (23 reviews)

Cons:
- Dashboard Issues (5 reviews)
- Poor Customer Support (4 reviews)

---
## Ratings Comparison
| Rating | Freshchat | Gupshup | 
|---|---|---|
  | **Meets Requirements** | 8.6 (404 reviews) | 8.9 (59 reviews) | 
  | **Ease of Use** | 9.1 (407 reviews) | 8.8 (60 reviews) | 
  | **Ease of Setup** | 8.7 (261 reviews) | 8.8 (42 reviews) | 
  | **Ease of Admin** | 9.0 (247 reviews) | 8.1 (22 reviews) | 
  | **Quality of Support** | 8.7 (398 reviews) | 8.4 (59 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (243 reviews) | 8.7 (22 reviews) | 
  | **Product Direction (% positive)** | 9.0 (406 reviews) | 8.8 (57 reviews) | 

---
## Pricing

### Freshchat

#### Entry-Level Pricing

Plan: Free

Price: $0.00

Key Features:
- Chatbot builder
- Chatbot analytics
- Inbox Views

[Browse all 4 editions](https://www.g2.com/products/freshworks-freshchat/pricing)

#### Free Trial

Yes

### Gupshup

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Artificial Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Gupshup** | N/A | N/A |

#### Additional Functionality

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Tagging** | Not enough data | Not enough data | 
| **Natural Language Processing** | Not enough data | Not enough data | 
| **Data Extraction** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Speech Recognition** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Data Storage Management** | Not enough data | Not enough data | 
| **Virtual Personal Assistant (VPA)** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Customer Segmentation** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **For eCommerce** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Data Visualization** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Machine Learning** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **For Sales Teams/Organizations** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Gupshup** | N/A | N/A |

#### Dashboard

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Dashboard** | Not enough data | Not enough data | 

#### Speech Recognition

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Speech Recognition** | Not enough data | Not enough data | 

#### Compliance Management

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Compliance Management** | Not enough data | Not enough data | 

#### Autonomous Task Execution

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 

#### Sentiment Analysis

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Data Security

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Data Security** | Not enough data | Not enough data | 

#### Third-Party Integration

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Third-Party Integration** | Not enough data | Not enough data | 

#### Human-in-the-loop (HITL)

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Human-in-the-loop (HITL)** | Not enough data | Not enough data | 

#### Agentic Task Execution

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Agentic Task Execution** | Not enough data | Not enough data | 

#### Natural Language Processing

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Natural Language Processing** | Not enough data | Not enough data | 

#### Conversational AI

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Conversational AI** | Not enough data | Not enough data | 

#### Performance Metrics

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Performance Metrics** | Not enough data | Not enough data | 

#### Interaction Tracking

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Interaction Tracking** | Not enough data | Not enough data | 

#### Knowledge Base Management

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Knowledge Base Management** | Not enough data | Not enough data | 

#### CRM Integration

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **CRM Integration** | Not enough data | Not enough data | 

#### Inquiry Routing

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Inquiry Routing** | Not enough data | Not enough data | 

#### Contextual Guidance

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Contextual Guidance** | Not enough data | Not enough data | 

#### Communications Management

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Communications Management** | Not enough data | Not enough data | 

#### Proactive Chat

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Proactive Chat** | Not enough data | Not enough data | 

#### Ticket Management

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Ticket Management** | Not enough data | Not enough data | 

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | Not enough data | 
| **Contextual Response Generation** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Knowledge Base Utilization** | Not enough data | Not enough data | 
| **Multilingual Support** | Not enough data | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Escalation Handling** | Not enough data | Not enough data | 
| **Workflow Optimization** | Not enough data | Not enough data | 

#### Automation

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 

#### Autonomy

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | 8.9/10 | 52 |
| **Gupshup** | 7.7/10 | 25 |

#### Messenger

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Sequencing** | 8.9 (43 reviews) ✓ Verified | 8.8 (20 reviews) | 
| **AI** | 8.4 (45 reviews) ✓ Verified | 7.1 (19 reviews) | 
| **Video Chat** | 9.4 (48 reviews) ✓ Verified | 7.6 (20 reviews) | 
| **Customization Interface** | 9.1 (48 reviews) ✓ Verified | 7.9 (19 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Channels

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Social Media Integration** | 8.7 (38 reviews) ✓ Verified | 7.3 (18 reviews) | 
| **Website** | 9.0 (45 reviews) ✓ Verified | 7.3 (20 reviews) | 
| **Text Message (SMS)** | 8.8 (32 reviews) | 8.5 (19 reviews) | 
| **Voice Assistants** | 9.0 (32 reviews) ✓ Verified | 6.8 (17 reviews) | 
| **Other** | 8.9 (37 reviews) ✓ Verified | 7.2 (16 reviews) | 
| **Multi-Channel Marketing** | Not enough data | Not enough data | 

#### Customers

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Audience Targeting** | 9.0 (41 reviews) ✓ Verified | 8.1 (17 reviews) | 
| **Profiles** | 8.8 (43 reviews) ✓ Verified | 7.7 (18 reviews) | 
| **Analytics** | 8.6 (44 reviews) ✓ Verified | 7.8 (19 reviews) | 
| **Lead Gathering** | 8.9 (38 reviews) ✓ Verified | 7.6 (17 reviews) | 
| **Sales Conversion** | 8.9 (38 reviews) ✓ Verified | 7.5 (17 reviews) | 
| **Customer Service Analytics** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 

#### Agentic AI - Conversational Marketing

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Customizable Fields** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Lead Nurturing** | Not enough data | Not enough data | 
| **Human Handover** | Not enough data | Not enough data | 
| **Lead Management** | Not enough data | Not enough data | 
| **Product Recommendations** | Not enough data | Not enough data | 
| **Customer Experience Management** | Not enough data | Not enough data | 
| **SMS Messaging** | Not enough data | Not enough data | 
| **Appointment Management** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Lead Distribution** | Not enough data | Not enough data | 
| **Campaign Segmentation** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **A/B Testing** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **Real-time Conversations** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 
| **Template Management** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **Contact Database** | Not enough data | Not enough data | 
| **Customer Segmentation** | Not enough data | Not enough data | 
| **One-to-One Messaging** | Not enough data | Not enough data | 
| **Communication Management** | Not enough data | Not enough data | 
| **Campaign Management** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Lead Capture** | Not enough data | Not enough data | 
| **Appointment Scheduling** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Event Triggered Actions** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Group Messaging** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Customer Database** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Email Automation** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Engagement Tracking** | Not enough data | Not enough data | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | 8.7/10 | 118 |
| **Gupshup** | N/A | N/A |

#### Responses

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Customization** | 8.4 (104 reviews) | Not enough data | 
| **Control** | 8.6 (104 reviews) | Not enough data | 
| **Route To Human** | 8.9 (102 reviews) | Not enough data | 
| **Menu bars** | 8.7 (99 reviews) | Not enough data | 
| **Drip sequences** | 8.6 (83 reviews) | Not enough data | 

#### Platform

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Live chat** | 9.2 (105 reviews) | Not enough data | 
| **Integrations** | 8.9 (101 reviews) | Not enough data | 
| **Branding** | 8.8 (100 reviews) | Not enough data | 
| **Analytics** | 8.5 (99 reviews) | Not enough data | 
| **A/B testing** | 8.4 (78 reviews) | Not enough data | 
| **Role-based access** | 9.0 (93 reviews) | Not enough data | 
| **Collection of information** | 8.8 (94 reviews) | Not enough data | 
| **Augmented Analytics** | Not enough data | Not enough data | 
| **Proactive Chat** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **AI Text Generation** | 8.4 (42 reviews) | Not enough data | 
| **AI Text Summarization** | 8.6 (42 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Customer Surveys** | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 
| **Transcripts/Chat History** | Not enough data | Not enough data | 
| **Language Detection** | Not enough data | Not enough data | 
| **Pre-Configured Bot** | Not enough data | Not enough data | 
| **Lead Capture** | Not enough data | Not enough data | 
| **Code-free Development** | Not enough data | Not enough data | 
| **Natural Language Processing** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 
| **For Sales/Marketing** | Not enough data | Not enough data | 
| **Contextual Guidance** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Customer Support** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Intent Recognition** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Customer Experience Management** | Not enough data | Not enough data | 
| **Query Suggestions** | Not enough data | Not enough data | 
| **Transfers/Routing** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Canned Responses** | Not enough data | Not enough data | 
| **AI/Machine Learning** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Automated Routing** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | 8.6/10 | 165 |
| **Gupshup** | 8.3/10 | 15 |

#### Conversational Platform

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Personalization** | 8.6 (148 reviews) | 8.6 (12 reviews) | 
| **Omnichannel** | Feature Not Available | 8.5 (10 reviews) | 
| **Contextual Engagement** | 8.5 (127 reviews) | 8.5 (11 reviews) | 
| **Proactive Engagement** | 8.6 (111 reviews) | 9.1 (11 reviews) | 

#### Support Automation

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Intelligent Routing** | 8.6 (133 reviews) | 8.9 (11 reviews) | 
| **Seamless Escalation** | 8.6 (135 reviews) | 8.6 (12 reviews) | 
| **Transcripts** | 8.5 (134 reviews) | 8.2 (10 reviews) | 
| **Self-Serve Support** | 8.8 (116 reviews) | 8.5 (11 reviews) | 

#### Generative AI

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **AI Text Generation** | 8.5 (61 reviews) | 7.1 (7 reviews) | 
| **AI Text Summarization** | 8.5 (61 reviews) | 7.4 (7 reviews) | 

### Bot Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Gupshup** | 7.9/10 | 15 |

#### Generative AI

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.0 (11 reviews) | 
| **AI Text Summarization** | Not enough data | 7.4 (11 reviews) | 

#### Agentic AI - Bot Platforms

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.5 (6 reviews) | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | 9.4 (6 reviews) | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | 8.1 (6 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | 8.6/10 | 338 |
| **Gupshup** | N/A | N/A |

#### Generative AI

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **AI Text Generation** | 8.5 (73 reviews) | Not enough data | 
| **AI Text Summarization** | 8.6 (72 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.8 (73 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Communication

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Pop-up Chat** | 9.2 (281 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.5 (296 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.4 (202 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 8.9 (248 reviews) ✓ Verified | Not enough data | 
| **Co-Browsing** | 8.2 (138 reviews) ✓ Verified | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Real-time Consumer-facing Chat** | Not enough data | Not enough data | 

####  Internal Use

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Customization ** | 8.5 (273 reviews) ✓ Verified | Not enough data | 
| **Conversation Archiving** | 8.7 (270 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 8.4 (221 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 8.7 (256 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 9.0 (255 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.5 (256 reviews) ✓ Verified | Not enough data | 

#### Additional Functionality

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Canned Responses** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Transfers/Routing** | Not enough data | Not enough data | 
| **Geotargeting** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Transcripts/Chat History** | Not enough data | Not enough data | 
| **Document Storage** | Not enough data | Not enough data | 
| **Screen Sharing** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Offline Form** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **File Sharing** | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | 8.7/10 | 114 |
| **Gupshup** | N/A | N/A |

#### Generative AI

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **AI Text Summarization** | 8.9 (33 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Knowledge Base** | 8.9 (92 reviews) | Not enough data | 
| **Searchable Articles** | 8.7 (93 reviews) | Not enough data | 
| **Community Forums** | 8.4 (80 reviews) | Not enough data | 
| **Mobile Optimization** | 8.5 (67 reviews) | Not enough data | 
| **Personalization** | 8.6 (69 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Branding** | 9.1 (74 reviews) | Not enough data | 
| **Automation** | 8.9 (77 reviews) | Not enough data | 
| **Artificial Intelligence** | 8.0 (68 reviews) | Not enough data | 
| **Integrations** | 8.8 (77 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | 9.2/10 | 58 |
| **Gupshup** | N/A | N/A |

#### Generative AI

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **AI Text Generation** | 9.2 (23 reviews) | Not enough data | 
| **AI Text Summarization** | 9.5 (23 reviews) | Not enough data | 

#### Process

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Mentions** | 9.4 (43 reviews) | Not enough data | 
| **Tickets** | 9.4 (48 reviews) | Not enough data | 
| **Macros** | 9.2 (42 reviews) | Not enough data | 

#### Channels

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Email** | 9.2 (50 reviews) | Not enough data | 
| **Social** | 9.2 (53 reviews) | Not enough data | 
| **Live Chat** | 9.5 (53 reviews) | Not enough data | 
| **Phone** | 9.0 (43 reviews) | Not enough data | 
| **Text** | 9.3 (44 reviews) | Not enough data | 

#### Insight

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Surveys** | 9.2 (41 reviews) | Not enough data | 
| **Reporting** | 8.9 (49 reviews) | Not enough data | 
| **Visitor Activity** | 9.2 (46 reviews) | Not enough data | 
| **Help Desk** | 9.1 (48 reviews) | Not enough data | 

### WhatsApp Marketing

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Gupshup** | 9.3/10 | 17 |

#### WhatsApp Messaging - WhatsApp Marketing

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Transactional Messages** | Not enough data | 9.4 (13 reviews) | 
| **Bulk WhatsApp Messaging** | Not enough data | 9.6 (14 reviews) | 
| **Conversational Messaging** | Not enough data | 9.4 (12 reviews) | 
| **Personalization** | Not enough data | 9.4 (12 reviews) | 
| **Promotional Messages** | Not enough data | 9.2 (12 reviews) | 
| **Automated Replies** | Not enough data | 9.5 (13 reviews) | 

#### WhatsApp Business Platform - WhatsApp Marketing

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Segmentation** | Not enough data | 9.1 (11 reviews) | 
| **API Integration** | Not enough data | 9.6 (12 reviews) | 
| **WhatsApp Commerce** | Not enough data | 8.6 (12 reviews) | 
| **Analytics** | Not enough data | 8.8 (12 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Gupshup** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshchat | Gupshup | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (2):** [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Conversational Support Software](https://www.g2.com/categories/conversational-support)

**Unique to Freshchat (5):** [Chatbots Software](https://www.g2.com/categories/chatbots), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)

**Unique to Gupshup (2):** [Bot Platforms](https://www.g2.com/categories/bot-platforms), [WhatsApp Marketing Software](https://www.g2.com/categories/whatsapp-marketing)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshchat | Gupshup | 
|---|---|---|
| **Small-Business** | 58.0% | 24.2% | 
| **Mid-Market** | 35.8% | 45.5% | 
| **Enterprise** | 6.2% | 30.3% | 

### By Industry

#### Freshchat

- **Information Technology and Services:** 10.3%
- **Computer Software:** 9.9%
- **Consumer Services:** 8.0%
- **Financial Services:** 5.6%
- **Retail:** 5.2%
- **Marketing and Advertising:** 4.1%
- **Internet:** 3.7%
- **Education Management:** 3.7%
- **Telecommunications:** 3.0%
- **Health, Wellness and Fitness:** 2.8%
- **Other:** 43.9%

#### Gupshup

- **Financial Services:** 7.6%
- **Automotive:** 7.6%
- **Computer Software:** 7.6%
- **Marketing and Advertising:** 6.1%
- **Insurance:** 6.1%
- **Education Management:** 4.5%
- **Consumer Goods:** 4.5%
- **Hospital & Health Care:** 4.5%
- **Information Technology and Services:** 4.5%
- **Leisure, Travel & Tourism:** 3.0%
- **Other:** 43.9%

---
## Alternatives

### Alternatives to Freshchat

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3911 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7068 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1962 reviews)
- [Drift](https://www.g2.com/products/drift/reviews) — 4.4/5 stars (1255 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (812 reviews)
- [Crisp](https://www.g2.com/products/crisp/reviews) — 4.5/5 stars (202 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1537 reviews)
- [Birdeye](https://www.g2.com/products/birdeye/reviews) — 4.7/5 stars (4233 reviews)
- [Wati](https://www.g2.com/products/wati/reviews) — 4.6/5 stars (507 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7925 reviews)

### Alternatives to Gupshup

- [Wati](https://www.g2.com/products/wati/reviews) — 4.6/5 stars (507 reviews)
- [Twilio](https://www.g2.com/products/twilio/reviews) — 4.1/5 stars (528 reviews)
- [Plivo](https://www.g2.com/products/plivo/reviews) — 4.5/5 stars (746 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3911 reviews)
- [Qualified](https://www.g2.com/products/qualified/reviews) — 4.9/5 stars (1556 reviews)
- [Drift](https://www.g2.com/products/drift/reviews) — 4.4/5 stars (1255 reviews)
- [respond.io](https://www.g2.com/products/respond-io/reviews) — 4.8/5 stars (540 reviews)
- [Birdeye](https://www.g2.com/products/birdeye/reviews) — 4.7/5 stars (4233 reviews)
- [Netcore Customer Engagement Platform](https://www.g2.com/products/netcore-customer-engagement-platform/reviews) — 4.5/5 stars (573 reviews)
- [ActiveCampaign](https://www.g2.com/products/activecampaign/reviews) — 4.4/5 stars (14793 reviews)

---
## Top Discussions

### Freshchat

- Title: [How do I set up a chat bot to respond to FAQ's automatically?](https://www.g2.com/discussions/how-do-i-set-up-a-chat-bot-to-respond-to-faq-s-automatically) — 3 comments, 1 upvote
  > **Top comment:** "Hey Jonathan. Can we get in touch with you directly ? We will need to train the Bots to understand the FAQs and ensure it also understands Intent and You can..."
- Title: [Can we see the ticket details and the possibility of modification ?](https://www.g2.com/discussions/can-we-see-the-ticket-details-and-the-possibility-of-modification) — 2 comments
  > **Top comment:** "Have you lost hope of ever recovering your money from scam brokers or platform ?? I have good news for you and yes it is 97% possible for you to recover..."
- Title: [how to merge the fresh desk with the fresh chat and make calls and chats in the same time ?](https://www.g2.com/discussions/how-to-merge-the-fresh-desk-with-the-fresh-chat-and-make-calls-and-chats-in-the-same-time) — 2 comments, 1 upvote
  > **Top comment:** "Recovering your lost bitcoin or funds as the case might be, is not what you can do alone, you’d require the service of a trained specialist. A recovery..."
- Title: [Understand Whatsapp integration first if it is critical](https://www.g2.com/discussions/understand-whatsapp-integration-first-if-it-is-critical) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** ""With our Whatsapp integration businesses can
- Engage with their customers on Whatsapp
- Help customers help themselves by talking to a chatbot
- Use..."
- Title: [how  can  we develop Freshdesk Messaging ?](https://www.g2.com/discussions/how-can-we-develop-freshdesk-messaging) — 1 comment *(includes official response)*
  > **Top comment:** "Freshdesk Messaging (now called Freshchat) is a cloud-based product and doesn't need to be updated or developed by the end customers. If you are facing any..."

### Gupshup

- Title: [Is Gupshup good?](https://www.g2.com/discussions/is-gupshup-good) — 1 comment, 1 upvote
  > **Top comment:** "yes,Overall experience is satisfactory"

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshworks-freshchat-vs-gupshup)