Freshchat vs Kayako: Complete Comparison 2026
An in-depth comparison of features, pricing, and user experience to help you make the right choice.
Freshchat
Conversational messaging platform by Freshworks with AI bots, omnichannel support, and a free plan for 100 agents.
Kayako
Customer service platform for unified conversations across email, live chat, and social media channels.
Quick Comparison
| Aspect | Freshchat | Kayako |
|---|---|---|
| Best For | Teams wanting free live chat for large agent groups | Companies wanting a unified view of customer interactions across channels |
| Pricing Model | Freemium | Free Trial |
| Starting Price | Free | $39/mo |
| Deployment | cloud | cloud, on premise |
| Platforms | WEB, IOS, ANDROID | WEB, IOS, ANDROID |
| Rating | 7.8/10 | 7.0/10 |
Pros & Cons
Freshchat
Pros
- Free plan for up to 100 agents is unmatched in the market
- Freddy AI bot builder requires no coding and handles common queries well
- Omnichannel messaging across WhatsApp, Instagram, Messenger, and more
- Campaign messaging lets you proactively reach users based on behavior
- Tight integration with Freshdesk and the broader Freshworks suite
Cons
- Standalone functionality is limited compared to Intercom or Drift
- Advanced bot triggers require technical configuration
- Reporting doesn't match the depth of dedicated analytics tools
- Email ticketing requires Freshdesk as a separate product
- Free plan strips out canned responses, integrations, and analytics
Kayako
Pros
- SingleView timeline gives agents complete customer context across channels
- On-premise option rare among modern help desk tools
- Messenger-style live chat with persistent conversations
- Mature product with 25 years of development behind it
- Clean, modern interface after the 2016 redesign
Cons
- Integration ecosystem significantly smaller than Zendesk or Freshdesk
- Reporting feels basic relative to the price point
- Big price jump from Essential ($39) to Scale ($99) with no middle tier
- Company leadership changes have created uncertainty about the roadmap
- No built-in phone/voice channel support
Pricing Comparison
| Product | Pricing Model | Starting Price |
|---|---|---|
| Freshchat | freemium | Free0 |
| Kayako | free trial | $39/mo |
Our Verdict
Choose Freshchat if...
Teams wanting free live chat for large agent groups
Choose Kayako if...
Companies wanting a unified view of customer interactions across channels
Still Not Sure?
Explore more alternatives or read in-depth reviews to make your decision.