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Customer Support · head to head

Document360 vs Freshchat

Document360 logo

Document360

Customer Support

Self-service knowledge base software for product documentation

From
On request
Free plan
No
Full reviewWebsite
Freshchat logo

Freshchat

Live Chat

Modern messaging for customer engagement

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Only Freshchat has a free tier, so it costs nothing to try first.
  • Each has a real cost: Document360 no published flat-rate pricing makes it hard to compare costs upfront against competitors.; Freshchat the free plan covers up to 10 agents and omits social messengers, SMS and reporting
  • They diverge on capability: Document360 covers Category Manager, Freshchat covers Live chat.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Document360 and Freshchat actually diverge.

Attributes where Document360 and Freshchat differ
AttributeDocument360Freshchat
Starting priceOn requestFree
Pricing modelquotesubscription
Free tierNoYes
PlatformswebWeb, Ios, Android
CategoryCustomer SupportLive Chat
FoundedUnknown2010

Identical on both: user rating (Not yet rated).

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 Document360

  • Category Manager
  • Eddy AI
  • Article Revision History
  • SSO & Role-Based Access
  • Analytics
  • Multi-language Support
  • API Documentation Tools

Only in Freshchat

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

What people use each for

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

Document360

  • Product and API documentationnot Freshchat
  • Internal knowledge managementnot Freshchat
  • Customer self-service supportnot Freshchat
  • Multi-language documentation portalsnot Freshchat

Freshchat

  • Live chat on a website or in an appnot Document360
  • Shared inbox across chat, email and social messengersnot Document360
  • Chatbot deflection before a conversation reaches an agentnot Document360
  • Routing conversations by skill or language on the higher tiersnot Document360

Where each one falls short

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

Document360

  • No published flat-rate pricing makes it hard to compare costs upfront against competitors.
  • Requires a sales quote process rather than instant self-service signup for paid plans.
  • Advanced AI features are usage-metered and may require additional purchases.
  • Smaller teams may find the enterprise-oriented feature set more complex than needed.

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

Document360

On request
  • Custom$undefined/month
    • Team accounts
    • Workspaces
    • Languages

Freshchat

Free
  • FreeFree
    • Up to 10 agents
    • Chat widget for web and mobile
    • Shared inbox
  • Growth$19/month
    • Per agent, billed annually
    • Social media messengers, SMS/text messaging
    • Reporting and analytics
  • Pro$49/month
    • Per agent, billed annually (marked Most Popular)
    • Multilingual conversations
    • Custom dashboards, intelligent routing
  • Enterprise$79/month
    • Per agent, billed annually
    • Skill-based routing, audit logs
    • JWT authentication, IP whitelisting

Which should you pick?

Choose Document360 if

  • You need category manager.
  • You work on web.
  • You also want eddy ai.
Document360 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 Document360 or Freshchat better?
Neither clearly leads. Document360 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, Document360 or Freshchat?
Freshchat has a free tier; the other does not. Paid plans start at On request for Document360 and Free for Freshchat.
Does Document360 or Freshchat run on more platforms?
Document360 runs on web. 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. Document360 starts at On request.
What is Document360 best used for?
Document360 is most often used for product and api documentation, internal knowledge management, customer self-service support, multi-language documentation portals. Of those, product and api documentation and internal knowledge management are not what Freshchat is typically brought in for.
What can Document360 do that Freshchat cannot?
Document360 covers Category Manager, Eddy AI, Article Revision History, SSO & Role-Based Access. Freshchat covers Live chat, Chatbots, Campaigns, WhatsApp.

Answered from the vendors’ own pages

Document360: How is Document360 pricing determined?

Pricing is customized rather than tiered flat-rate, based on team accounts, workspaces, languages, SSO/security needs, knowledge base privacy model, and AI Suite usage.

Source
Freshchat: What is the cost of Freshchat's Growth plan?

Growth plan costs $19 per agent per month when billed annually. It includes social media messengers, SMS/text messaging, and reporting. AI agent features are available as an add-on at $49 per 100 sessions.

Source
Document360: Is there a free trial?

Yes, Document360 offers a 14-day free trial with full feature access and no credit card required.

Source
Freshchat: Does Freshchat offer a free trial?

Yes. Freshchat provides a 14-day free trial with full Enterprise plan access. After trial expiration, the Free plan supports up to 10 agents at $0/month, with no cancellation fees.

Source
Document360: What compliance and security features are included?

All plans include SOC 2 Type II compliance, SSL encryption, and security features such as roles, permissions, and SSO.

Source
Freshchat: How much does Freshchat's Pro plan cost?

The Pro plan (marked Most Popular) costs $49 per agent per month when billed annually. It includes multilingual conversations, custom dashboards, intelligent routing, and multiple SLA policies. AI Copilot is available as an add-on at $29/agent/month.

Source
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