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Live Chat & Chatbots · head to head

Capacity vs Freshchat

Capacity logo

Capacity

Live Chat & Chatbots

AI-powered customer service automation platform

From
On request
Rated
-
Full reviewWebsite
Freshchat logo

Freshchat

Live Chat & Chatbots

Modern messaging for customer engagement

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Freshchat has a free tier, so it costs nothing to try first.
  • Each has a real cost: Capacity two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone; Freshchat the free plan covers up to 10 agents and omits social messengers, SMS and reporting
  • They diverge on capability: Capacity covers AI chatbot, Freshchat covers Live chat.

Where they differ

Only the attributes on which Capacity and Freshchat actually diverge.

Attributes where Capacity and Freshchat differ
AttributeCapacityFreshchat
Starting priceOn requestFree
Free tierNoYes
PlatformsWeb, Mobile, Chat widgets, APIWeb, Ios, Android
Founded20162010

Identical on both: pricing model (subscription), user rating (Not yet rated), category (Live Chat & Chatbots).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Capacity

  • AI chatbot
  • Knowledge management
  • Multi-channel support
  • Analytics
  • Salesforce
  • ServiceNow
  • Mobile support
  • Chat widgets support

Only in Freshchat

  • Live chat
  • Chatbots
  • Campaigns
  • WhatsApp
  • Instagram
  • Apple Business Chat
  • Freshdesk
  • Freshsales

Both cover

  • Zendesk
  • Slack
  • Web support

What people use each for

The jobs each tool is most often brought in to do.

Capacity

  • Knowledge base and helpdesk deflectionnot Freshchat
  • AI agents answering across chat, voice, email and SMSnot Freshchat
  • Real-time assistance for human agents on a callnot Freshchat
  • Automating multi-step support workflowsnot Freshchat
  • Regulated support environments needing the HIPAA packagenot Freshchat

Freshchat

  • Live chat on a website or in an appnot Capacity
  • Shared inbox across chat, email and social messengersnot Capacity
  • Chatbot deflection before a conversation reaches an agentnot Capacity
  • Routing conversations by skill or language on the higher tiersnot Capacity

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Capacity

  • Two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone
  • AI usage is metered by channel: per response on chat and email, per minute on voice and per message on SMS
  • Agent Assist and conversation intelligence are charged per hour of agent time on top
  • Live chat, agent assist and conversation intelligence require the Pro tier
  • The HIPAA package and advanced workflows are Enterprise only
  • No prices are published for any tier

Freshchat

  • The free plan covers up to 10 agents and omits social messengers, SMS and reporting
  • Reporting and social channels need Growth at $19 per agent per month billed annually
  • Intelligent routing, multilingual support and custom dashboards require Pro at $49 per agent per month
  • Skill-based routing, audit logs and IP whitelisting are Enterprise only at $79 per agent per month
  • Freddy AI is charged on top of the seat price, at $49 per 100 agent sessions and $29 per agent per month for Copilot

Pricing, plan by plan

Capacity

On request
  • Starter$125/month
    • AI chatbot
    • Up to 50 articles
  • Professional$300/month
    • Unlimited articles
    • Advanced AI
  • Enterprise$undefined/month
    • Full customization
    • Dedicated support

Freshchat

Free
  • FreeFree
    • 100 contacts
    • Chatbot
    • Inbox views
  • Growth$19/month
    • 2000 contacts
    • WhatsApp
    • Instagram
  • Pro$49/month
    • 5000 contacts
    • Auto-resolve
    • Advanced routing
  • Enterprise$79/month
    • Unlimited contacts
    • Custom bots
    • User authentication

Which should you pick?

Choose Capacity if

  • You need ai chatbot.
  • You work on Web, Mobile, Chat widgets, API.
  • You also want knowledge management.
Capacity review

Choose Freshchat if

  • You need live chat.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want chatbots.
Freshchat review

Questions people ask

Is Capacity or Freshchat better?
Neither clearly leads. Capacity starts at On request and Freshchat at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Capacity or Freshchat?
Freshchat has a free tier; the other does not. Paid plans start at On request for Capacity and Free for Freshchat.
Does Capacity or Freshchat run on more platforms?
Capacity runs on Web, Mobile, Chat widgets, API. Freshchat runs on Web, Ios, Android.
Can I use Freshchat for free?
Yes. Freshchat has a free tier, so you can try it without paying. Capacity starts at On request.
What is Capacity best used for?
Capacity is most often used for knowledge base and helpdesk deflection, ai agents answering across chat, voice, email and sms, real-time assistance for human agents on a call, automating multi-step support workflows. Of those, knowledge base and helpdesk deflection and ai agents answering across chat, voice, email and sms are not what Freshchat is typically brought in for.
What can Capacity do that Freshchat cannot?
Capacity covers AI chatbot, Knowledge management, Multi-channel support, Analytics. Freshchat covers Live chat, Chatbots, Campaigns, WhatsApp. Both handle Zendesk, Slack, Web support.
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Related pages

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