Freshchat

Freshchat

Customer messaging and live chat platform by Freshworks. Scripts embed a real-time chat widget on websites, enabling visitor-to-agent conversations. Sets session cookies to persist chat history and visitor identity across page views.

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Overview

Freshchat is Freshworks' customer messaging platform, part of the broader Freshworks suite that includes Freshdesk, Freshsales, and Freshservice. When Freshchat's scripts appear on websites, they're deploying a live chat widget that enables real-time conversations between visitors and support agents, with conversation history that persists across sessions.

Freshchat integrates tightly with Freshworks' other products, allowing chat conversations to feed into helpdesk tickets, CRM records, and marketing automation.

What This Script Does

Freshchat's scripts embed customer messaging on your website:

  • Chat widget: Renders a floating chat interface for real-time visitor-to-agent messaging
  • Chatbot flows: Deploys automated conversation flows for common queries and lead qualification
  • Session cookies: Sets cookies to maintain chat sessions and identify returning visitors for conversation continuity
  • Visitor identity: Collects browser identifiers and browsing context for agent reference
  • Chat transcript storage: Records and persists conversation history
  • Agent availability: Shows real-time agent availability and routes conversations appropriately

Consent & Compliance

  • GDPR: Chat transcripts and visitor identifiers constitute personal data. Freshworks acts as a data processor. Visitor-initiated conversations have a functional basis.
  • ePrivacy Directive: Session cookies for active conversations are likely strictly necessary. Persistent cookies for returning visitor identification may need consent.

Should You Block This Without Consent?

Freshchat's widget serves a functional customer support purpose. Visitors actively initiate conversations to get help. Session cookies support the chat service. The core functionality is visitor-serving without marketing tracking.

No.

Visit website

Consent Categories

Functional

Also Known As

freshchat consentfreshchat cookiesfreshchat gdprfreshchat live chat privacyfreshworks chat cookie consentfreshchat widget tracking

Industries

Computers Electronics and TechnologyProgramming and Developer SoftwareBusiness and Consumer ServicesMarketing and Advertising

Tracked Domains (1)

freshchat.comFunctional

Frequently Asked Questions

Does Freshchat require visitor consent before the chat widget loads?

Generally no. Freshchat serves a functional customer support purpose — visitors actively initiate conversations. Session cookies maintaining chat state are strictly necessary. Persistent cookies for returning visitor identification may require consent depending on your use case.

What does the Freshchat script embed on a website?

It renders a floating live chat widget for real-time visitor-to-agent messaging, deploys automated chatbot flows, stores conversation history, and sets session cookies for chat continuity. Agent routing and availability status are managed in real time.

How does ConsentStack categorize Freshchat?

ConsentStack classifies Freshchat as a functional vendor. It is not blocked by default because its primary purpose is visitor-initiated customer support, not marketing or behavioral tracking. ConsentStack allows functional tools to load without requiring prior explicit consent.

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Manage consent for Freshchat

ConsentStack automatically detects and manages Freshchat trackers so your site stays compliant with global privacy regulations.

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