TLDR
Match the tool to your team's primary job. If you sell, prioritize proactive triggers, visitor tracking, and CRM sync; if you support, weight ticketing, canned responses, and SLA reporting. Smaller teams usually want fast setup and a strong mobile app, while larger orgs should check routing rules, SSO, and audit logs before committing.
Growing sales and support teams that need real-time website chat with automation, CRM integration, and a shared inbox across channels.
Live chat sits at the point where a visitor has a question and you have seconds to answer. The right tool shortens that gap, whether the goal is closing a deal, cutting support tickets, or both. The feature set you need depends heavily on which of those jobs comes first.
Sales teams care about proactive messages, visitor identification, and handing warm leads straight into a CRM. Support teams care about ticketing, canned replies, routing, and reporting on resolution time. Many tools do both now, but most lean one way, so test against your actual workflow rather than the feature grid.
Also weigh the operational details: how good is the mobile app for off-hours coverage, does the chatbot handle real deflection or just FAQs, and can it scale to multiple channels (email, WhatsApp, Messenger) without a second contract. Those decisions matter more at month six than at signup.
best live chat software Tools compared
Filter by what you care about. Every tool stays on the page.
| Tool | Price | Automation & Bots | Omnichannel Inbox | CRM/Helpdesk Integrations | Proactive Triggers | Mobile Agent App | Reporting & Analytics |
|---|---|---|---|---|---|---|---|
| Intercom | From $29/seat/mo | Yes | Yes | Yes | Yes | Yes | Yes |
| Zendesk | From $19/agent/mo | Yes | Yes | Yes | Yes | Yes | Yes |
| LiveChat | From $19/seat/mo | Yes | Yes | Yes | Yes | Yes | Yes |
| Drift | Custom | Yes | Limited | Yes | Yes | Yes | Yes |
| Tidio | From $29/mo | Yes | Yes | Yes | Yes | Yes | Yes |
| Tawk.to | Free | Limited | Limited | Yes | Yes | Yes | Limited |
| Freshchat | From $19/agent/mo | Yes | Yes | Yes | Yes | Yes | Yes |
| Crisp | From $45/mo | Yes | Yes | Yes | Yes | Yes | Yes |
| Olark | From $29/mo | Yes | Limited | Yes | Yes | Limited | Yes |
| HubSpot | Free; paid from $15/mo | Yes | Yes | Yes | Yes | Yes | Yes |
| Zoho SalesIQ | Free; paid from $7/mo | Yes | Yes | Yes | Yes | Yes | Yes |
| LivePerson | Custom | Yes | Yes | Yes | Yes | Yes | Yes |
| Help Scout | From $50/mo | Limited | Yes | Yes | Yes | Yes | Yes |
| Gorgias | From $10/mo | Yes | Yes | Yes | Yes | Yes | Yes |
| Chatra | Free; paid from $17/mo | Limited | Limited | Limited | Yes | Yes | Limited |
Highlighted rows are featured placements. Competitor details are set by each platform, so confirm on their site before buying.
The 15 best best live chat software tools
Intercom
From $29/seat/moIntercom combines live chat, a help center, tickets, and the Fin AI agent in one system. It leans heavily on AI, with Fin resolving conversations and feeding insights back into the inbox. The product fits software and ecommerce teams that want messaging and automation together, though costs can climb once you add Fin outcomes on top of seats.
Pros
- Fin AI agent is built into the platform, not bolted on
- Strong messenger, help center, and ticketing in one place
- Good outbound messaging and proactive tools
Cons
- Per-seat plus per-resolution pricing gets expensive
- Can be complex to set up for small teams
Best for: SaaS and ecommerce teams wanting live chat with a strong AI agent.
Zendesk
From $19/agent/moZendesk offers messaging and live chat as part of its broader service platform, alongside ticketing, a contact center, and AI agents. It has 1,800+ apps and integrations and strong reporting, which suits larger support teams. The trade-off is that chat is one piece of a bigger, pricier suite rather than a standalone tool.
Pros
- Deep ticketing and omnichannel routing
- Large marketplace of apps and integrations
- Solid reporting and analytics
Cons
- Chat is part of a larger, costlier suite
- Setup and admin can be heavy for small teams
Best for: Mid-market and enterprise teams needing chat inside a full service suite.
LiveChat
From $19/seat/moLiveChat focuses on the chat widget itself, with an AI agent, service automation, and an omnichannel inbox. It tracks revenue per chat and offers a chat API for custom flows, which makes it popular with teams that want chat as a sales channel. Pricing is per seat and scales reasonably for small and mid-sized businesses.
Pros
- Purpose-built chat widget with good customization
- Revenue and sales-focused reporting
- Chat API for custom workflows
Cons
- AI agent features may cost extra
- Ticketing is lighter than full suites
Best for: Teams that treat live chat as a sales and conversion channel.
Drift
CustomDrift built its name on conversational marketing and chat for B2B sales, routing qualified visitors to reps and booking meetings. It is now part of Salesloft, so it sits within a larger revenue workflow rather than as a pure support tool. It fits sales teams chasing pipeline more than support teams handling tickets.
Pros
- Strong chat-to-pipeline qualification and routing
- Good fit for B2B sales motions
- Meeting booking and playbooks
Cons
- Less focused on support ticketing
- Pricing is quote-based and aimed at larger teams
Best for: B2B sales teams using chat to qualify and route pipeline.
Tidio
From $29/moTidio bundles live chat, a help desk, automation flows, and the Lyro AI agent aimed at small and growing businesses. It ranked well in G2's AI agent evaluations and keeps setup simple. There is a free tier, with paid plans adding higher limits and more automation.
Pros
- Easy setup for small teams
- Lyro AI agent and visual flow builder
- Free plan to start
Cons
- Limits on conversations can add up as you grow
- Reporting is lighter than enterprise tools
Best for: Small businesses and ecommerce stores wanting affordable chat plus AI.
Tawk.to
FreeTawk.to is free to use, covering live chat, a shared inbox, basic CRM, a knowledge base, and automations. It makes money through paid add-ons like removing branding and hiring agents. For budget-conscious sites that just need to chat with visitors, it covers the basics well.
Pros
- Free core product with no seat limits
- Includes inbox, CRM, and knowledge base
- Mobile apps available
Cons
- Branding removal and some features cost extra
- AI and advanced automation are limited
- Support is mostly self-serve
Best for: Budget-conscious sites needing free live chat with the basics.
Freshchat
From $19/agent/moFreshchat handles live chat and messaging across web, mobile, WhatsApp, and social, with bots and AI assistance. It integrates with the wider Freshworks suite including Freshdesk for ticketing. There is a free tier, and paid plans add bots, analytics, and more channels.
Pros
- Omnichannel messaging including WhatsApp and social
- Bots and AI for deflection
- Integrates with Freshworks suite
Cons
- Advanced features need higher tiers
- Can feel tied to the broader Freshworks ecosystem
Best for: Teams wanting omnichannel messaging within the Freshworks ecosystem.
Crisp
From $45/moCrisp offers a chat widget, shared inbox, CRM, campaigns, analytics, and the Hugo AI agent in one suite. It prices per plan rather than strictly per seat, which keeps costs predictable as teams grow. A free forever tier covers a basic shared inbox, with paid plans unlocking AI and omnichannel.
Pros
- Flat, predictable pricing model
- Omnichannel inbox plus CRM and campaigns
- Free tier to get started
Cons
- AI credits not included on free plan
- Fewer deep integrations than larger suites
Best for: Small and mid-sized teams wanting an all-in-one suite with flat pricing.
Olark
From $29/moOlark has offered live chat since 2009 and now pitches an AI agent, Aiden, that answers questions, qualifies visitors, and brings in a human when needed. Its pricing is flat and usage-based costs are avoided, with unlimited AI conversations for a monthly fee. It suits marketers and small teams who want simple, predictable chat.
Pros
- Unlimited AI conversations, no token-based billing
- Simple setup trained on your own site
- Established tool with a long track record
Cons
- AI agent plan is a notable monthly jump
- Fewer omnichannel options than larger suites
Best for: Marketers and small teams wanting simple chat with a flat-priced AI agent.
HubSpot
Free; paid from $15/moHubSpot includes live chat and chatbots as part of its free CRM tools, with deeper automation and reporting in paid Service Hub plans. Because chat ties directly into the CRM, contact records and marketing data stay connected. It fits teams already using or planning to use HubSpot across sales, marketing, and service.
Pros
- Live chat ties into the full HubSpot CRM
- Free tier to start
- Strong reporting and automation on paid plans
Cons
- Costs rise quickly on higher Service Hub tiers
- Best value only if you use the wider platform
Best for: Teams already on HubSpot wanting chat connected to their CRM.
Zoho SalesIQ
Free; paid from $7/moZoho SalesIQ provides live chat, visitor tracking, and Zobot automation as part of the wider Zoho suite. It connects naturally with Zoho CRM and Desk, which makes it attractive to existing Zoho users. There is a free plan, and paid tiers add more operators, bots, and tracking.
Pros
- Affordable with a usable free plan
- Tight integration with Zoho CRM and Desk
- Visitor tracking and scoring
Cons
- Most valuable if you already use Zoho
- Interface can feel dated in places
Best for: Zoho users wanting chat and visitor tracking tied to their CRM.
LivePerson
CustomLivePerson focuses on conversational AI and messaging for large enterprises, spanning web, app, and messaging channels with bots and analytics. It is built for high-volume operations in finance, retail, telco, and similar sectors. Pricing is quote-based and the platform is heavier than most small-business chat tools.
Pros
- Enterprise-grade conversational AI at scale
- Broad messaging channel coverage
- Strong analytics and intent tooling
Cons
- Quote-based pricing aimed at large budgets
- Overkill for small teams
Best for: Large enterprises running high-volume messaging across channels.
Help Scout
From $50/moHelp Scout pairs a shared inbox and knowledge base with Beacon, its live chat and in-app messaging widget. It emphasizes a clean, email-like experience and straightforward support rather than heavy automation. It fits small and mid-sized teams that value simplicity over sprawling features.
Pros
- Clean, easy-to-use shared inbox and chat
- Knowledge base and docs included
- Good for human-first support
Cons
- Lighter automation and bots than rivals
- Fewer sales-focused chat features
Best for: Small and mid-sized teams wanting simple, human support with chat.
Gorgias
From $10/moGorgias centers on ecommerce support, with live chat, ticketing, and deep integration with Shopify, BigCommerce, and other store platforms. Agents can see orders and issue refunds without leaving the inbox. It fits online stores that want support tied closely to order and customer data.
Pros
- Built for ecommerce with Shopify integration
- Order and refund actions inside the inbox
- Automation for common store questions
Cons
- Priced partly by ticket volume
- Less suited to non-ecommerce teams
Best for: Ecommerce and Shopify stores wanting support tied to order data.
Chatra
Free; paid from $17/moChatra offers live chat, basic chatbots, and a shared inbox aimed at small businesses that want to talk to visitors quickly. It covers essentials like saved replies, visitor info, and offline messaging without much complexity. There is a free plan, with paid tiers adding more agents and automation.
Pros
- Simple and quick to set up
- Free plan for a single agent
- Affordable paid tiers
Cons
- Limited automation and AI
- Fewer integrations than larger tools
Best for: Small businesses and stores wanting simple, cheap live chat.
How to choose
Define the primary job before you compare features. A sales team should track conversion lift and time-to-first-reply; a support team should track deflection rate and resolution time. Picking the metric first keeps you from paying for features you won't use.
Check the integrations you already depend on. If your CRM is Salesforce or HubSpot, native two-way sync saves hours of manual work and prevents leads from falling through the cracks. For ecommerce, tools like Gorgias that read Shopify order data directly answer order-status questions without an agent touching them.
Pilot with real traffic, not a sandbox. Put the widget on one high-traffic page, set up two or three proactive triggers, and watch a week of chats. You'll learn more about routing and bot quality from live visitors than from any demo.
Key features to look for
Proactive triggers let you start a chat based on page, time on site, or cart value, which is where most chat-driven revenue comes from. Canned responses and keyboard shortcuts keep agent speed up during volume spikes. Visitor context (current page, past chats, order history) prevents customers from repeating themselves.
On the automation side, judge the chatbot by deflection, not flash. A bot that resolves password resets and order lookups without escalation is worth more than one with a polished avatar. Ask whether the bot can hand off cleanly to a human with full context attached.
Implementation tips
Set business hours and a clear offline experience from day one. Nothing erodes trust faster than a widget that invites a question at 2am and never replies. Route after-hours chats to a form or async inbox so nothing is lost.
Train agents on canned responses and routing rules before launch, and seed the bot with your top 20 questions. Review transcripts weekly for the first month to catch broken flows and misrouted chats, then tighten triggers based on what actually converts or resolves.
Frequently asked questions
What is the difference between live chat and a chatbot?
Live chat connects a visitor to a human agent in real time. A chatbot answers automatically using scripted flows or AI. Most tools combine both: the bot handles routine questions and collects details, then hands off to a human for anything complex. The best setups use bots to filter and speed up, not to replace agents entirely.
Is free live chat software good enough?
For low volume or a single-person team, free tiers from Tawk.to, Tidio, or Crisp cover the basics well. Limits usually appear around agent seats, chat history, automation depth, and removing branding. If chat drives revenue or you need routing, SLAs, and integrations, a paid plan pays for itself quickly.
How does live chat affect conversion rates?
Proactive chat on high-intent pages (pricing, checkout, product) can lift conversion meaningfully because it removes last-minute objections in real time. Results vary by industry and traffic quality, so run a controlled test on one page and measure before and after rather than assuming a blanket number.
Can live chat integrate with my CRM and helpdesk?
Yes. Most leading tools offer native integrations with Salesforce, HubSpot, Zendesk, and Shopify, plus Zapier or APIs for everything else. Two-way sync matters most: you want chat transcripts and lead data flowing into the CRM, and customer context flowing back into the chat window.
How many agents do I need for live chat?
A reasonable starting point is one agent per 2 to 3 simultaneous chats during peak hours. Use your traffic and expected chat rate to estimate concurrency, and lean on bots plus canned responses to raise each agent's capacity. Set clear business hours so you don't promise coverage you can't staff.
What should I check about data security and compliance?
Look for SSO, role-based permissions, audit logs, and data residency options if you operate in regulated markets. Confirm the vendor's GDPR stance and whether they offer a DPA, and check SOC 2 or ISO 27001 certification. If you handle health or payment data, verify HIPAA or PCI support explicitly.
How long does it take to set up live chat?
The basic widget is usually a single code snippet or plugin that goes live in under an hour. Meaningful setup (routing rules, triggers, bot flows, CRM sync, agent training) takes a few days to a couple of weeks depending on complexity. Budget time for reviewing transcripts and tuning in the first month.
The bottom line
Start with a two-week trial on your highest-traffic pages, route a slice of live visitors through it, and measure response time plus conversion. Sales-led teams tend to land on Intercom or Drift; support-led teams do well with Zendesk or LiveChat; budget-conscious teams should test Tidio or Tawk.to first.