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Freshchat vs Level AI

Freshchat logo

Freshchat

Live Chat

Modern messaging for customer engagement

From
Free
Free plan
Yes
Full reviewWebsite
Level AI logo

Level AI

Customer Support

AI quality assurance and agent assist for mid-market and enterprise contact centres

From
On request
Free plan
No
Full reviewWebsite

The short version

  • Only Freshchat has a free tier, so it costs nothing to try first.
  • Each has a real cost: Freshchat the free plan covers up to 10 agents and omits social messengers, SMS and reporting; Level AI pricing combines a per-agent fee, a platform licence and usage-based components, so the number quoted per agent is not the number you pay and budgets set from a per-seat figure alone come in short.
  • They diverge on capability: Freshchat covers Live chat, Level AI covers Automated QA scoring.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Freshchat and Level AI actually diverge.

Attributes where Freshchat and Level AI differ
AttributeFreshchatLevel AI
Starting priceFreeOn request
Pricing modelsubscriptionquote
Free tierYesNo
PlatformsWeb, Ios, AndroidWeb
CategoryLive ChatCustomer Support
Founded2010Unknown

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 Freshchat

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

Only in Level AI

  • Automated QA scoring
  • Semantic intent search
  • Agent assist
  • Coaching workflows
  • Custom scorecards
  • Voice of customer analytics
  • Dispute and calibration
  • CCaaS integrations

What people use each for

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

Freshchat

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

Level AI

  • A 400-seat support organisation reviewing 2 per cent of calls manually and wanting compliance coverage across the whole volume without adding QA headcountnot Freshchat
  • A regulated financial services contact centre that must evidence disclosure wording on every recorded call rather than on a samplenot Freshchat
  • A support operation onboarding a new outsourced site and needing week-one visibility into how the vendor agents actually handle contactsnot Freshchat
  • A CX team trying to work out why average handle time rose 20 per cent by clustering contact drivers across a quarter of interactionsnot Freshchat

Where each one falls short

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

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

Level AI

  • Pricing combines a per-agent fee, a platform licence and usage-based components, so the number quoted per agent is not the number you pay and budgets set from a per-seat figure alone come in short.
  • Integration to each contact centre or CRM system is charged as a separate implementation fee, which means a team running voice on one platform and chat on another pays twice before a single interaction is scored.
  • The unit economics do not work below roughly a hundred agents; smaller teams get quoted enterprise minimums that cost more than the QA analyst they were trying to avoid hiring.
  • Automated scores are only as good as the scorecard behind them, and the calibration work to get semantic questions scoring consistently falls on your QA team over several weeks before anyone trusts the output.
  • Transcription and semantic accuracy degrade on heavily accented speech, poor telephony audio and languages outside the main supported set, so multilingual operations often end up running manual QA in parallel for some queues anyway.

Pricing, plan by plan

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

Level AI

On request
  • Level AI$undefined/year
    • Automated QA on all interactions
    • Custom scorecards
    • Semantic search

Which should you pick?

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

Choose Level AI if

  • You need automated qa scoring.
  • You also want semantic intent search.
Level AI review

Questions people ask

Is Freshchat or Level AI better?
Neither clearly leads. Freshchat starts at Free and Level AI at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshchat or Level AI?
Freshchat has a free tier; the other does not. Paid plans start at Free for Freshchat and On request for Level AI.
Does Freshchat or Level AI run on more platforms?
Freshchat runs on Web, Ios, Android. Level AI runs on Web.
Can I use Freshchat for free?
Yes. Freshchat has a free tier, so you can try it without paying. Level AI starts at On request.
What is Freshchat best used for?
Freshchat is most often used for live chat on a website or in an app, shared inbox across chat, email and social messengers, chatbot deflection before a conversation reaches an agent, routing conversations by skill or language on the higher tiers. Of those, live chat on a website or in an app and shared inbox across chat, email and social messengers are not what Level AI is typically brought in for.
What can Freshchat do that Level AI cannot?
Freshchat covers Live chat, Chatbots, Campaigns, WhatsApp. Level AI covers Automated QA scoring, Semantic intent search, Agent assist, Coaching workflows.

Answered from the vendors’ own pages

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
Level AI: Does Level AI publish pricing?

No. Quotes are built per deployment from agent count, channel mix and product modules, and integration fees are added on top.

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
Level AI: Can it replace our QA analysts?

It replaces the sampling and scoring work, not the judgement. Teams typically keep analysts for calibration, disputes and coaching design.

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
Level AI: Does it work without a cloud contact centre platform?

It needs recordings and metadata from somewhere. If your telephony does not expose those through an integration or API, this is not a fit.

Level AI: How long does implementation take?

Expect weeks, not days. Connecting systems is quick; getting scorecards calibrated to the point where team leaders act on the scores takes longer.

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