Head-to-head · facts checked 13 Sept 2026
Botpress vs Freshworks
Botpress uniquely has 7 features · Freshworks uniquely has 7 features.
The verdict
Botpress or Freshworks?
Section 01
Pricing, plan by plan
Every plan each vendor publishes, monthly and yearly where both are offered.
Botpress
Free
Free
100 conversations, no top-ups or overages
Plus
$189/mo (up to $6,559/yr) · $150/mo (up to $6,520/yr)
250 conversations/mo included, packs of 100 for $65 ($0.65/convo) monthly or $50 ($0.50/convo) annually
Team
$939/mo (up to $5,189/yr) · $750/mo (up to $5,000/yr)
1,500 conversations/mo included, packs of 100 for $50 ($0.50/convo) monthly or per annual billing
Enterprise
Custom
Custom conversation volume and pricing
Freshworks
Starter
$29/mo · $228/yr
Incident management, knowledge management, task management, support portal
Growth
$59/mo · $588/yr
Service catalog, SLA management, on-call management, cloud management
Pro
$119/mo · $1,188/yr
Unified IT service management with AI, includes Freddy AI Copilot
Enterprise
Custom
Advanced features and customizations, Freddy AI included
Section 02
Pros and cons
From each tool's full review, written from the same checked facts.
Botpress
Pros
- Botpress Studio and Botpress Desk are both included on every plan, including the free tier, which is genuinely unusual in this category.
- The Agent Development Kit (ADK) is available on all plans including free, whereas most platforms gate API access behind paid tiers.
- The platform supports multiple AI models including GPT-4, Claude, and Gemini, allowing agents to draw on different models depending on the task.
- Knowledge bases use vector-based search, meaning agents search by semantic meaning rather than keyword matching for more accurate results.
- Botpress has been building AI infrastructure since 2015, giving it a decade of development depth that most competitors lack.
- The platform is designed around autonomous agents that can take action and resolve issues, not just answer questions like typical chatbot tools.
- Natural language is used to describe agent behavior, lowering the barrier to building complex workflows without deep technical expertise.
Cons
- Custom domain support for knowledge bases is only available on Plus plans and above, limiting free tier users in meaningful ways.
- The pricing page raises more questions than it answers, suggesting a lack of transparency around plan limits and costs.
- The claim of 750,000 AI agents built on the platform cannot be independently verified, making some vendor statistics hard to trust.
- The flexibility of multi-model AI support may offer limited practical value unless your workflows are genuinely complex.
- The breadth of the platform — combining a chatbot builder, helpdesk, and agent infrastructure — may introduce unnecessary complexity for simpler use cases.
Freshworks
Pros
- Freshworks offers a genuinely free Freshdesk plan with unlimited agents and no time limit, which is rare at this scale.
- The platform covers customer support, sales, CRM, marketing automation, and IT operations under one ecosystem, reducing vendor sprawl.
- Freddy AI is trainable on company-specific data, making it more useful than generic AI tools for teams with custom support workflows.
- Freddy AI handles automated conversations, suggests agent replies, pulls from the knowledge base, and detects ticket sentiment.
- Freshdesk's SLA management is consistently praised by support managers in G2 and Capterra reviews.
- With 60,000+ business customers, Freshworks is a proven, mature platform with over a decade of development behind it.
- The product suite — Freshdesk, Freshchat, Freshsales, Freshservice — is designed to integrate natively, reducing data gaps between tools.
Cons
- The platform is a family of separate products rather than one unified tool, which can add complexity for teams wanting a simple solution.
- Freddy AI relies on proper training and setup to be effective — teams with generic or minimal documentation may see limited value.
- The breadth of the ecosystem may overwhelm smaller teams that only need one or two core functions.
- Freshservice targets a completely different audience (IT service management), which can cause confusion about what the platform actually is.
- The marketing page oversimplifies what is actually a multi-product suite, creating expectation gaps for new buyers.
- Dependence on OpenAI and third-party LLMs for Freddy AI means the platform's AI quality is partially outside Freshworks' control.
Side by side
| Company | ||
| Founded | 2015 | 2010 |
| HQ | Montreal, Canada | San Mateo, USA |
| AI model | Multiple LLMs (GPT-4, Claude, Gemini, and others via Hub) | Freddy AI (Proprietary, built on OpenAI and other LLMs) |
| User base | 750K+ AI agents built | 60,000+ businesses |
| Platforms | Web, WhatsApp, Webchat, Voice (Enterprise), API | Web, iOS, Android, Chrome |
| Languages | 100+ (multilingual support via LLM translation layer) | 60+ |
| Pricing | ||
| Pricing model | Freemium | Subscription |
| Free plan | Yes | No |
| Free trial | No | Yes |
| Starting price | $189/mo | $23/mo |
| Enterprise | Custom | Custom |
| All plans | Free — Free Plus — $189/mo (up to $6,559/yr) Team — $939/mo (up to $5,189/yr) Enterprise — Custom | Starter — $29/mo Growth — $59/mo Pro — $119/mo Enterprise — Custom |
| Positioning | ||
| Best for | SMBs and enterprises building AI-powered customer support agents and helpdesks without heavy engineering resources | IT teams |
| Differentiator | AI-native helpdesk that resolves multi-step support tickets end-to-end (refunds, account updates, workflows) without per-seat pricing, built on 10 years of AI infrastructure with SOC II, GDPR, and KPMG pen-testing. | Freddy AI included in Enterprise plan with AI Copilot add-on available across Pro and Enterprise |
| Competitors | Intercom, Zendesk, Tidio, Freshdesk, Drift | Zendesk, Intercom, HubSpot Service Hub, Salesforce Service Cloud, Zoho Desk |
| Features | ||
| AI Usage Included | ✓ | — |
| Botpress Studio + Adk | ✓ | — |
| Change Management | — | ✓ |
| Freddy AI Copilot | — | ✓ |
| Incident Management | — | ✓ |
| Knowledge Management | — | ✓ |
| Sla Management | — | ✓ |
| Teams, Routing & Rbac | ✓ | — |
| Technical Support via Live Chat | ✓ | — |
| Unlimited AI Agents | ✓ | — |
| Whitelabel Webchat | ✓ | — |
| Workload Management | — | ✓ |
| AI Chatbot | ✓ | ✓ |
| API Access | ✓ | ✓ |
| CRM Integration | ✓ | ✓ |
| Custom Training | ✓ | ✓ |
| Email Automation | ✓ | ✓ |
| Human Handover | ✓ | ✓ |
| Knowledge Base | ✓ | ✓ |
| Live Chat | ✓ | ✓ |
| Multilingual | ✓ | ✓ |
| Sentiment Analysis | — | ✓ |
| Sla Management | ✓ | ✓ |
| Ticket Management | ✓ | ✓ |
| White Label | ✓ | — |
| Integrations | ||
| API Access | ✓ | ✓ |
| Hubspot | ✓ | ✓ |
| Key Integrations | WhatsApp, Webchat, Voice (Enterprise), Shopify, Salesforce, HubSpot, Slack, Zapier, Zendesk, Intercom, and 100+ via Hub | Salesforce, HubSpot, Slack, Shopify, Zapier, Jira, Microsoft Teams, Google Workspace, WhatsApp, Facebook Messenger, Twilio |
| Salesforce | ✓ | ✓ |
| Shopify | ✓ | ✓ |
| Slack | ✓ | ✓ |
| Zapier | ✓ | ✓ |
Section 03
Botpress vs Freshworks: common questions
Is Botpress or Freshworks cheaper?
Botpress's cheapest paid plan is $189/mo and Freshworks's is $23/mo. Compare what each plan includes below before going on price alone.
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