CATEGORY
FEATURE
DESCRIPTION
FRESHSALESFRESHWORKS CRM SALES CLOUDFRESHWORKS CRM MARKETING CLOUDFRESHWORKS CRM CUSTOMER-FOR-LIFE CLOUD
Sprout (Free)BlossomGardenEstateForestFreeGrowthProEnterpriseFreeGrowthProEnterpriseFreeGrowthProEnterprise
PricingAnnual (per user, per month)$0$12$25$49$79$0$29$59$99$0$19$59$99$0$29$69$125
Monthly (per user, per month)$0$19$35$65-$0$35$69$119$0$25$69$119$0$35$85$149
Number of base contactsNot ApplicableNot ApplicableNot ApplicableNot ApplicableNot ApplicableNot ApplicableNot ApplicableNot ApplicableNot Applicable100500500500100100030005000
Number of usersUnlimitedUnlimitedUnlimitedUnlimitedUnlimitedUnlimitedUnlimitedUnlimitedBilled based on number of 'Marketing Contacts'. Not per user.UnlimitedUnlimitedUnlimitedUnlimited
Contact and Account ManagementMarketing ContactsSubset of uploaded contacts that are actively being used as a part of the marketing modules - segmentation, journeys, and emailsNoNoNoNoNoNoNoNoNo1005005005001001,0003,0005,000
Contact ManagementCreate and manage list of qualified contacts. Get complete context with Activity Timeline and 360°profile view. Create tasks, appointment, and notes for each contactYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYes
Account ManagementManage the information of companies that you are doing business with it. Build account hierarchy, manage and get 360° view of the related contacts and associated deals of a companyYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYes
Contact Lifecycle StagesInclude standard or custom stages to represent how far a contact has moved through the buying journeyNoNoNoNoNoYesYesYesYesYesYesYesYesYesYesYesYes
Marketing ListsConsolidated set of mailable contacts that can be included in marketing campaignsNoNoNoNoNoNoNoNoNoYesYesYesYesYesYesYesYes
Basic SegmentationCreate segments based on contact fields and email activityNoNoNoNoNoNoNoNoNoNoYesYesYesNoYesYesYes
Behavioral SegmentationCreate segments based on audience behavior and their activities like page visits, form submissions, or set up custom events like cart abandonmentNoNoNoNoNoNoNoNoNoNoNoYesYesNoNoYesYes
Filters Custom ViewsCreate filters to view a select set of data based on any field values. Save them as custom views for instant accessYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYes
Activity TimelineGet a chronological view of all customer engagement with your business, including email activities, subscriptions, page views, form actions, unsubscribe, etc., and filter contacts based on themYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYes
Offline EventsAdd leads collected from offline events like trade shows and conferences to the contact database. Further, segment and nurture these leads using Behavioral Segmentation, Journey Builder, and other marketing automation capabilitiesNoNoNoNoNoNoNoYesYesNoNoYesYesNoNoYesYes
Sales and Marketing Activities
Tasks, Appointments, and Notes
Create follow-up tasks, schedule and track appointments, and record notes for every lead, contact, account, and deal in the CRMYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYes
Custom Sales ActivitiesCreate new sales activities that are specific to your sales processNoNoNoYesYesNoNoNoYesNoNoNoNoNoNoNoYes
Activity Home DashboardView all your upcoming appointments and to-do lists right on logging-inNoYesYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Sales and Marketing Home Dashboard
View all tasks and to-do lists for sales and marketing teamsNoNoNoNoNoNoNoNoYesNoNoNoYesNoNoNoYes
CRM CustomizationCustom Fields: BasicCreate new fields and modify existing fields, bucket them into different groups / sub-groups to suit every businessNoYes(10)Yes(100)Yes(300)Yes(300)NoYesYesYesNoYesYesYesNoYesYesYes
Advanced CRM Customization
Create, rearrange, delete groups/sub-groups; rename default fields; mark fields as read-only or unique and hide or re-order fieldsNoNoNoYesYesNoNoYesYesNoNoYesYesNoNoYesYes
Profile avatar for Contact/Account
Upload an image for your records to make it easy to identify them in the CRMNoNoYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Custom ModulesCreate additional modules relevant to your businessNoNoNoNoYesNoNoNoYes (Limit 10)NoNoNoNoNoNoNoYes (Limit 10)
Rename ModulesChange the name of the default modules in Freshworks CRM to suit the commonly used terms in your businessNoNoNoYesYesYesYesYesYesYesYesYesYesYesYesYesYes
Merge RecordsMerge multiple records into one record to eliminate duplicate informationNoYesYesYesYesNoYesYesYesNoYesYesYesNoYesYesYes
Clone RecordsDuplicate records by creating clones of an existing recordNoYesYesYesYesNoYesYesYesNoYesYesYesNoYesYesYes
SearchText-based search that can index data based on inputYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYes
Record TagsCreate unique identifiers to label one or many records and access them instantlyNoYesYesYesYesNoYesYesYesNoYesYesYesNoYesYesYes
Email Template TagsTag sales Emails Templates for easy accessNoNoYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Auto-assignment Rules for Contacts, Accounts, DealsSpecific conditions that need to be satisfied for an entity to be assigned to a userNoNoYesYesYesNoNoYes (Limit 50)Yes (Limit 100)NoNoNoNoNoNoYes (Limit 50)Yes (Limit 100)
Auto-profile EnrichmentAutomatically update lead, contact, and account with a social profile and generic information publicly available on the internetNoNoNoYesYesNoNoNoYesNoNoNoYesNoNoNoYes
WorkflowsDefine actions that are automatically triggered when predefined conditions are metNoNoYes (10)Yes (25)Yes(100)NoYes (Limit 20)Yes (Limit 50)Yes (Limit 100)NoNoNoNoNoYes (Limit 20)Yes (Limit 50)Yes (Limit 100)
Time-based WorkflowsExecute Workflows on a daily, weekly, monthly basis at a specified time for all recordsNoNoNoYesYesNoNoYesYesNoNoNoNoNoNoYesYes
Product CatalogCreate a list of products or services, set your pricing scheme, and add them automatically to your dealsNoNoYesYesYesNoNoYesYesNoNoNoNoNoNoYesYes
Sales Pipeline ManagementDeal ManagementCreate, manage, and track the progress of deals using a Visual Sales PipelineYesYesYesYesYesYesYesYesYesNoNoNoNoYesYesYesYes
Visual Sales PipelineA visual sales pipeline to manage and track the progress of deals with a timeline viewNoYesYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Multiple Sales PipelinesCreate multiple custom pipelines to suit your sales processes. Visualize, track, and manage deals specific to each pipeline separatelyNoNoYesYesYesNoNoYesYesNoNoNoNoNoNoYesYes
Rotten dealsSet an age for the deal pipeline to surface deals when the chances of winning diminish, i.e., when the deal rotsNoYesYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Weighted pipelineAssign weights/values to every stage in the deal pipeline to determine the chances of deal closure and forecast revenueNoYesYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Sales Goals
Assign goals to your account users and track their performance on each goal
NoNoNoYesYesNoNoYesYesNoNoNoNoNoNoYesYes
Sales ForecastingForecast revenue and future sales for specific time periodsNoNoYesYesYesNoNoNoYesNoNoNoNoNoNoNoYes
Multi-currencyCreate and handle deals in multiple currenciesNoNoNoYesYesNoNoYesYesNoNoNoNoNoNoYesYes
Sales TeamsDefine teams with multiple users and perform actions like assigning territories, sending reports, or scheduling appointmentsNoNoYesYesYesNoNoYes (Limit 50)Yes (Limit 100)NoNoNoNoNoNoYes (Limit 50)Yes (Limit 100)
Deal TeamsInclude multiple users to work on the same dealNoNoNoNoYesNoNoNoYesNoNoNoNoNoNoNoYes
Contextual Collaboration with Slack
Use Slack right from the CRM to collaborate with different stakeholders on a dealNoNoNoNoNoNoYesYesYesNoNoNoNoNoYesYesYes
Email Marketing CampaignsEmail Marketing CampaignsCreate email campaigns from scratch with the drag-and-drop email builder/choose from 150+ templates/upload your own HTML email template fileNoNoNoNoNoNoNoNoNoYesYesYesYesYesYesYesYes
Drag-and-drop Email EditorWYSIWYG Email Editor to design email campaigns from scratchNoNoNoNoNoNoNoNoNoNoYesYesYesNoYesYesYes
Remove 'Freshworks' from FooterTo remove the line "Powered by Freshworks" from the footer in your emailsNoNoNoNoNoNoNoNoNoNoYesYesYesNoYesYesYes
Email LimitsBuild your email lists and organize them in one placeNoNoNoNoNoNoNoNoNo2003x5x10x2003x5x10x
Email TemplatesA repository of 150+ email templates that can be tweaked and sent as part of marketing campaignsNoNoNoNoNoNoNoNoNoNoLimited (20)100500NoLimited (20)100500
Upload your Own TemplateUpload HTML/CSS email templates into FW CRMNoNoNoNoNoNoNoNoNoNoYesYesYesNoYesYesYes
Email Personalisation (Merge Tags)Personalize messages with your recipients’ name, address, and other details using Merge Tags. Merge Tags are smart tags that pull data directly from your mailing list into your email messageNoNoNoNoNoNoNoNoNoNoYesYesYesNoYesYesYes
Timezone-based DeliverySchedule email campaigns for the time zone at which you wish to send to your contactsNoNoNoNoNoNoNoNoNoNoNoYesYesNoNoYesYes
Multiple Footers in CampaignMore than one Footer address can be configured using Freshworks CRM. Any one of the addresses can be set as Primary address at a timeNoNoNoNoNoNoNoNoNo11UnlimitedUnlimited11UnlimitedUnlimited
Email Personalisation (send for Diff Segments/lists in One Campaign)Design and send multiple variations of the same Email Campaign to different lists or segments in one goNoNoNoNoNoNoNoNoNoNoNoYesYesNoNoYesYes
Reply TrackingForward replies to the 'Reply-to address' specified on the email config tab for Email Campaigns and Journey EmailsNoNoNoNoNoNoNoNoNoNoNoYesYesNoNoYesYes
Email Campaign SchedulingAfter creating your campaign, you can send it immediately, or you can schedule sending for a future date and timeNoNoNoNoNoNoNoNoNoNooYesYesYesNooYesYesYes
Subscription CenterAn organized list of subscription types for your subscribers (contacts) to manage their email preferencesNoNoNoNoNoNoNoNoNo452550452550
FoldersOrganize your List, Journeys, Journey Emails, and Bulk Campaigns into folders for easy accessNoNoNoNoNoNoNoNoNoNoNoYesYesNoNoYesYes
Transactional EmailsTransactional email is a type of email that’s triggered by user action on a website. Some common examples of transactional emails include order shipment confirmations, account activation emails, password resets, invoices and receipts, and welcome emailsNoNoNoNoNoNoNoNoNoNoNoNoYesNoNoNoYes
Email DeliverabilityCustom DomainsEnable a private/white-labeled login URL for your accountNoNoNoNoNoNoNoNoNoNo11025No11025
Marketing Journey BuilderPopupsEasily create engaging lead capture popup forms to attract new leadsNoNoNoNoNoNoNoNoNo2 (Have FW branding)310Unlimited2 (Have FW branding)310Unlimited
WebhooksCall an external API via webhooks. Technical support may be neededNoNoNoNoNoNoNoNoNoNoBasicAdvAdvNoBasicAdvAdv
Active JourneysJourneys that have been activated, display "ACTIVE" under journey statusNoNoNoNoNoNoNoNoNoNo520100No520100
Journey TemplatesSet up the Journey by selecting one of the many pre-built workflow templates availableNoNoNoNoNoNoNoNoNoNoYesYesYesNoYesYesYes
Journey EmailsEmails included in various journeys can be found under "Journey Emails" under "Campaigns" on the left navNoNoNoNoNoNoNoNoNoNoYesYesYesNoYesYesYes
Timezone-based DeliverySchedule marketing journeys for the time zone at which you wish to send to your contactsNoNoNoNoNoNoNoNoNoNoNoYesYesNoNoYesYes
Behavioral Targeting (Custom Event-based Trigger)Custom events have to be pre-defined. On their occurrence, segment users based on their actions, run personalized campaigns or automate drip campaignsNoNoNoNoNoNoNoNoNoNoNoYesYesNoNoYesYes
Internal NotificationSet up internal notifications to notify stakeholders about pre-set conditions like "new lead", etc.NoNoNoNoNoNoNoNoNoNoYesYesYesNoYesYesYes
Sales Blocks in JourneysType of action blocks in Journeys to add/update contacts directly from the Marketing JourneysNoNoNoNoNoNoNoNoNoNoYesYesYesNoYesYesYes
Adding DelaysAdd delay blocks based on your contacts data, wherever necessary in the journey, to avoid overwhelming customers with too many emails.NoNoNoNoNoNoNoNoNoNoAdvAdvAdvNoAdvAdvAdv
Split TrafficSplit traffic into multiple routes to track which route performs better in a journeyNoNoNoNoNoNoNoNoNoNoYesYesYesNoYesYesYes
Scheduling a JourneySet the exact time for customer journeys to set off. The status of the journey will display "Scheduled"NoNoNoNoNoNoNoNoNoNoYesYesYesNoYesYesYes
Multiple Journey EntryMultiple journey trigger blocks can be used in the Journey BuilderNoNoNoNoNoNoNoNoNoNoYesYesYesNoYesYesYes
Journey Config CheckerA complete review of every block of the journey before it is published (Activated)NoNoNoNoNoNoNoNoNoNoYesYesYesNoYesYesYes
Live TrackingView the number of contacts that have entered, exited, or are active at each step of the JourneyNoNoNoNoNoNoNoNoNoNoYesYesYesNoYesYesYes
Notification CenterIn-app NotificationsRecieve notifications related to lead assignment, emails, pending or upcoming tasks, new feature update in the CRM, and more in-appNoNoYesYesYesNoYesYesYesNoYesYesYesNoYesYesYes
Email NotificationsRecieve notifications related to lead assignment, emails, pending or upcoming tasks, new feature update in the CRM, and more via emailNoNoYesYesYesNoYesYesYesNoYesYesYesNoYesYesYes
Mobile Push NotificationsRecieve notifications related to lead assignment, emails, pending or upcoming tasks, new feature update in the CRM, and more in the Mobile AppNoNoYesYesYesNoYesYesYesNoYesYesYesNoYesYesYes
Desktop NotificationsRecieve notifications related to lead assignment, emails, pending or upcoming tasks, new feature update in the CRM, and more in desktopNoYesYesYesYesNoYesYesYesNoYesYesYesNoYesYesYes
Data AdministrationFile StorageStorage of all documents or attachments stored in Freshworks CRMNo1 GB/user2 GB/user5 GB/user100 GB/userNo2GB (per user)5GB (per user)100GB (per user)NoNoNoNoNo2GB (per user)5GB (per user)100GB (per user)
Data Import and ExportImport/export contacts, accounts, deals, tasks, appointments, notes, and othersYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYes
Migration from other CRMsTransfer data from other CRMs into Freshworks CRMYesYesYesYesYesYesYesYesYesNoNoNoNoYesYesYesYes
Audit LogsA chronological sequence of entries that capture configuration changes made in the Freshworks CRM by all usersNoNoNoNoYesNoNoNoYesNoNoNoNoNoNoNoYes
Recycle BinRestore deleted files or records from the recycle binNoYesYesYesYesNoYesYesYesNoYesYesYesNoYesYesYes
Sales EmailsConversations View including Awaiting ResponseThe Conversations tab lists all the email and phone conversations users have had with their prospects and customersNoYesYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Two-way Email SyncEnable the sync between Inbox and Sent folders of your mail client with Freshworks CRMNoYesYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Team InboxRedirect incoming emails from the Sales address (sales@yourcompany.io) to Freshworks CRM with an auto-forward option, which will create New Contacts. These emails can be accessed by all users in your accountNoYesYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Email ForwardingAuto-forward all emails that are sent to your work email address to the Freshworks CRM Team inbox and create them as contacts in the CRM if requiredNoYesYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Personalized Bulk Emails (Manual)
Send personalized bulk emails from within the CRM that can be tracked and scheduled to be sent later. Customize individual emails that are part of the Bulk Email campaign and send personalized emails to recipientsNoNoNoYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Sales Sequences (per user)Setup automated campaigns to send personalized emails, add follow-ups, and call reminders. Track the effectiveness of the campaign and follow up with prospects based on their behaviorNoNo51025No51025NoNoNoNoNo51025
Email SubscriptionsGive contacts an option to unsubscribe themselves from your mailing list, which will automatically mark these contacts as DND and stop further emails to themNoNoYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Bulk Email MetricsTrack open, click, bounce, response, and unsubscription rates for the Bulk Emails sent from Freshworks CRMNoNoYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Email SchedulingSchedule emails for the date, time, and time zone at which you wish to send it to your contactsNoNoYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Email TemplatesCreate pre-formatted templates to send the most common emails, personalize it using placeholders, and include attachments. Templates can also be shared with other users in your Freshworks CRM accountNoNoYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Email TrackingTrack the opens, clicks, and bounces for all emails sent from Freshworks CRMNoNoYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Real-time Email AlertsReceive real-time status alerts for all email sent from Freshworks CRM for actions such as email opened, clicked, and bouncedNoNoYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
PhoneBuilt-in PhoneMake calls from within your sales CRM, using the built-in phone—No setup charges, no wasted time on juggling between phone and CRM, and no more manual data entryNoNoNoNoNoNeed Freshcaller for all Phone featuresYesYesYesYesNoNoNoNoYesYesYesYes
Buy Local and Toll-free NumbersPurchase local and toll-free numbers to make callsNoNoNoNoNoYesYesYesYesNoNoNoNoYesYesYesYes
Inbound Caller IDReceive notifications for your inbound calls and get to see your caller's name, company, and phone numberNoNoNoNoNoYesYesYesYesNoNoNoNoYesYesYesYes
Desktop NotificationsReceive call notifications from the caller on your desktopNoNoNoNoNoYesYesYesYesNoNoNoNoYesYesYesYes
Call NotesJot down conversation points in notesNoNoNoNoNoYesYesYesYesNoNoNoNoYesYesYesYes
Custom GreetingsCreate custom greetings and messages as welcome messagesNoNoNoNoNoYesYesYesYesNoNoNoNoYesYesYesYes
Number PortingPort your number from any existing cloud telephony system to Freshworks CRMNoNoNoNoNoNoYesYesYesNoNoNoNoNoYesYesYes
Call MaskingMask business number with a personal numberNoNoNoNoNoNoYesYesYesNoNoNoNoNoYesYesYes
Ringtone CustomisationCustomize the ringtone for incoming callsNoNoNoNoNoNoYesYesYesNoNoNoNoNoYesYesYes
Forward to PhoneForward incoming calls to personal numberNoNoNoNoNoNoYesYesYesNoNoNoNoNoYesYesYes
Hold Music CustomisationSet music or a greeting that plays when the customer is on hold to offer a more personalized experience to the customerNoNoNoNoNoNoYesYesYesNoNoNoNoNoYesYesYes
Basic Wait queuesPlace callers in a wait queue if the agents are busyNoNoNoNoNoNoYesYesYesNoNoNoNoNoYesYesYes
Team RoutingRoute the set up call flow and route the call to a teamNoNoNoNoNoNoYesYesYesNoNoNoNoNoYesYesYes
External Number RoutingRoute all your calls to any external numberNoNoNoNoNoNoYesYesYesNoNoNoNoNoYesYesYes
Warm TransferWhile transferring your call to another agent, give the agent context on the customer's queries before they take over the callNoNoNoNoNoNoNoYesYesNoNoNoNoNoNoYesYes
Voicemails and Voicemail DropCreate custom voicemail greetings and let customers leave your messages when your agents are unavailable. Record messages and choose a message to be dropped if an outgoing call goes to voicemailNoNoNoNoNoNoYesYesYesNoNoNoNoNoYesYesYes
Call RecordingMake sure quality standards are being met and use recordings to train new agentsNoNoNoNoNoNoYesYesYesNoNoNoNoNoYesYesYes
Business HoursNotify your customers if they call you outside business hours and decide what action to takeNoNoNoNoNoNoYesYesYesNoNoNoNoNoYesYesYes
Basic Call QueuesAssign all incoming calls to a specific agent. Set the call queue action as "hang-up" when the call is not answered by agentsNoNoNoNoNoNoYesYesYesNoNoNoNoNoYesYesYes
Bring Your Own Carrier (B.Y.O.C)Use a phone number provided by an external carrier without losing the functional benefits of callerNoNoNoNoNoNoNoYesYesNoNoNoNoNoNoYesYes
After Call WorkAssign After call work time for agents. The agents can use this time to fill in notes and add the details of the call after a call is overNoNoNoNoNoNoNoYesYesNoNoNoNoNoNoYesYes
Pause RecordingsChoose to record and pause calls anytime during an ongoing callNoNoNoNoNoNoNoYesYesNoNoNoNoNoNoYesYes
IVR (phone trees)Set up an IVR tree and route your customer calls to teams or agents with a customizable call flow mechanismNoNoNoNoNoNoNoYesYesNoNoNoNoNoNoYesYes
Advanced Call QueuesAssign calls not just to agents but also to teams/groups.
Set the call queue action as send to voicemail, in addition, to hang up if the agents are busy or not answering
NoNoNoNoNoNoNoYesYesNoNoNoNoNoNoYesYes
Agent ExtensionsConfigure agent extensions to allow your end customers to reach agents directlyNoNoNoNoNoNoNoYesYesNoNoNoNoNoNoYesYes
Smart EscalationsConfigure a sequence of conditions and rules that let you route calls to another team, queue, voicemail, or even an external number when agents are unable to attend themNoNoNoNoNoNoNoYesYesNoNoNoNoNoNoYesYes
Non-Business Hours RoutingDirect calls to alternate lines, record a voicemail greeting suitable for a specific occasion, or temporarily divert calls to a queue that will operate during the non-business hoursNoNoNoNoNoNoNoYesYesNoNoNoNoNoNoYesYes
SIP connectionsConnect an IP enabled external phone device with your caller account and forward your calls to the external phoneNoNoNoNoNoNoNoYesYesNoNoNoNoNoNoYesYes
Real-time Queue VisibilityGet visibility into queue flow in real-timeNoNoNoNoNoNoNoYesYesNoNoNoNoNoNoYesYes
Real-time Agent ActivityGet visibility into agent activity in real-timeNoNoNoNoNoNoNoYesYesNoNoNoNoNoNoYesYes
Conference CallingInitiate a conference call with another agent and solve customer queries without having to escalate or transferNoNoNoNoNoNoNoYesYesNoNoNoNoNoNoYesYes
Holiday CalendarSet up and add holidays in your business hoursNoNoNoNoNoNoNoNoYesNoNoNoNoNoNoNoYes
Holiday RoutingConfigure holidays and decide what action to take when you receive calls during holidaysNoNoNoNoNoNoNoNoYesNoNoNoNoNoNoNoYes
Call Recording Opt-outEnable or disable call recording based on the customer’s consentNoNoNoNoNoNoNoNoYesNoNoNoNoNoNoNoYes
Call Center Agent StatusesConfigure custom agent status and allow your agents to choose the status based on their availabilityNoNoNoNoNoNoNoNoYesNoNoNoNoNoNoNoYes
Queue Callback (Virtual Hold)Reserve a position in the wait queue and request a callbackNoNoNoNoNoNoNoNoYesNoNoNoNoNoNoNoYes
ChatChat WidgetIn-web widget that can be customizedNoNoNoNoNoNeed Freshchat for all Chat featuresYesYesYesYesYesYesYesYesYesYesYesYes
Team Inbox LiteWidget version of the Team InboxNoNoNoNoNoYesYesYesYesYesYesYesYesYesYesYesYes
TopicsAuto-route incoming messages to different groups using topicsNoNoNoNoNoYesYesYesYesYesYesYesYesYesYesYesYes
GroupsOrganize members into groups for easy transfer of incoming messagesNoNoNoNoNoYesYesYesYesYesYesYesYesYesYesYesYes
Mobile SDKsA set of software development tools to easily create a mobile applicationNoNoNoNoNoYesYesYesYesYesYesYesYesYesYesYesYes
Chat History beyond 30 DaysAccess conversations that have taken place in the last 30 daysNoNoNoNoNoNoYesYesYesNoYesYesYesNoYesYesYes
Read ReceiptsKnow if the user has read a messageNoNoNoNoNoNoYesYesYesNoYesYesYesNoYesYesYes
Typing IndicatorChoose to display the typing indicator to know when the customer is typing out a messageNoNoNoNoNoNoYesYesYesNoYesYesYesNoYesYesYes
Canned ResponsePre-saving replies to common queries as Canned ResponsesNoNoNoNoNoNoYesYesYesNoYesYesYesNoYesYesYes
Custom ViewA customizable view for your Team InboxNoNoNoNoNoNoYesYesYesNoYesYesYesNoYesYesYes
Default Business HoursSet up working hours in chatNoNoNoNoNoNoYesYesYesNoYesYesYesNoYesYesYes
Chat Assignment RulesSet up rules to transfer incoming chat queries to agentsNoNoNoNoNoNoYesYesYesNoYesYesYesNoYesYesYes
IntelliAssignRound robin method to transfer incoming chat queries to agentsNoNoNoNoNoNoNoYesYesNoNoYesYesNoNoYesYes
Conversation LabelsLabel conversations to keep track of different kinds of requests and messagesNoNoNoNoNoNoYesYesYesNoYesYesYesNoYesYesYes
FAQsCreate FAQ articles about the topics your customers ask about the most and help them self-serviceNoNoNoNoNoNoYesYesYesNoYesYesYesNoYesYesYes
Unread Email NotificationEmail Notifications that has not been openedNoNoNoNoNoNoYesYesYesNoYesYesYesNoYesYesYes
Quick Access(Files)Attach files to a conversation from your computer or the Files repositoryNoNoNoNoNoNoYes (10 files)Yeses (25 files)Yes (50 files)NoYes (10 files)Yeses (25 files)Yes (50 files)NoYes (10 files)Yeses (25 files)Yes (50 files)
Offline ExperienceConvey your out of office hours proactively with customersNoNoNoNoNoNoYesYesYesNoYesYesYesNoYesYesYes
Private NotesKeep other agents in the loop about a conversation with notesNoNoNoNoNoNoYesYesYesNoYesYesYesNoYesYesYes
Chat Auto-resolve RulesClose conversations with customers who have stopped interacting after a set period of timeNoNoNoNoNoNoNoYesYesNoNoYesYesNoNoYesYes
Chat Campaigns
Proactively reach out to website visitors with targeted triggered(push) messages
NoNoNoNoNoNoNoYesYesNoNoYesYesNoNoYesYes
Other Messaging ChannelsSMS IntegrationSend individual, bulk, and automated SMS from Freshworks CRM to contacts and receive repliesNoYesYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Facebook Messenger Integration
Connect Facebook Messenger with Chat to route messages to Freshworks CRMNoYesYesYesYesNoYesYesYesNoYesYesYesNoYesYesYes
WhatsApp IntegrationConnect WhatsApp Business with Chat to route messages to Freshworks CRMNoNoNoNoNoNoNoYesYesNoNoYesYesNoNoYesYes
Apple Business Chat Integration
Connect Apple Business Chat with Chat to route messages to Freshworks CRMNoNoNoNoNoNoNoYesYesNoNoYesYesNoNoYesYes
Freddy AI InsightsPredictive Contact ScoringCompute lead score and provide ranking to contacts and accounts based on Freddy's predictions and engagement levelsNoYesYesYesYesNoYesYesYesNoYesYesYesNoYesYesYes
Smart Matches (Deduplication)
Deduplication functionality, which is powered by Freddy, proactively looks for, detects, and displays duplicate records using a smart match algorithmNoNoYesYesYesNoNoYesYesNoNoYesYesNoNoYesYes
Lead Generation BotAutomate lead capture, collect user information when a visitor initiates a chat, validate responses with follow-up questions, and auto-upload the leads into the CRM.NoNoNoNoNoNoNoYesYesNoNoYesYesNoNoYesYes
Answer BotTrain Freddy to gives instant, precise answers to customer’s commonly asked questionsNoNoNoNoNoNoNoYesYesNoNoYesYesNoNoYesYes
Deal InsightsTrack all activities on all deals and predict the chances of closure. Get recommendations on the next best action to close the right deals fasterNoNoNoYesYesNoNoYesYesNoNoNoNoNoNoYesYes
Next Best ActionChoose the next best action, as suggested by Freddy, to move your deal down the pipelineNoNoNoYesYesNoNoYesYesNoNoNoNoNoNoYesYes
Out-of-office DetectionIdentify contacts that are out of office and schedule follow-ups accordinglyNoNoNoYesYesNoNoYesYesNoNoNoNoNoNoYesYes
Website IntegrationClassic FormsCapture web sign-ups directly into Freshworks CRM by creating new Web FormsNoYesYesYesYesNoYesYesYesYesYesYesYesYesYesYesYes
SmartformsCapture web sign-up as contacts into Freshworks CRM using existing web forms. Get insights on their interest/engagement levels by knowing their page visits, resources downloads, and other activities on the websiteNoNoNoYesYesNoNoYesYesYesYesYesYesYesYesYesYes
Website TrackingCapture website activity of visitors, including page visits, resources downloads, and sign-upsNoNoNoYesYesNoNoNoYesYesYesYesYesYesYesYesYes
Web Application Event Tracking
Track interactions of customers on your web app and log them in the Activity Timeline of Freshworks CRMNoNoNoYesYesNoNoNoYesYesYesYesYesYesYesYesYes
Data Security and GovernanceUS, EU, IN, ANZ Data CentersRequest to maintain all the data on data centers within the European Union member countriesNoNoNoNoYesNoYesYesYesNoYesYesYesNoYesYesYes
Record ScopeDefine which records a user can access in the Freshworks CRM account. Choose from Global, Territorial, and Restricted AccessYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYes
Role-based AccessRoles define what actions a user can perform in Freshworks CRM, i.e., which features they can access inside the CRM. Choose from Restricted user, User, Manager, Administrator, and Account AdministratorYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYes
Custom RolesDefine new roles and customize access rights for each roles. Modules can be hidden, read, editable, and delete access can be controlled for each module. Data import and report access can also be modifiedNoNoYesYesYesNoNoYes (Limit 50)Yes (Limit 100)NoNoYes (Limit 50)Yes (Limit 100)NoNoYes (Limit 50)Yes (Limit 100)
Territory ManagementCreate territories and group contacts based on pre-set conditions, give access and auto-assign contacts to usersNoNoYesYesYesNoNoYesYesNoNoNoNoNoNoYesYes
Field-level PermissionsConfigure permissions of individual fields and regulate user access to sensitive dataNoNoNoNoYesNoNoNoYesNoNoNoYesNoNoNoYes
Reports and DashboardsCurated ReportsOut-of-the-box reports available by default across different modulesNoNoYesYesYesNoYesYesYesNoYesYesYesNoYesYesYes
Custom ReportsCreate new reports or modify existing standard reports based on a variety of parameters and add filter criteria of your choiceNoNoYesYesYesNoYesYesYesNoYesYesYesNoYesYesYes
Advanced MetricsAdvanced metrics such as sales activities reports, trendline reports, cross module reports, etc.NoNoNoNoYesNoNoNoYesNoNoNoYesNoNoNoYes
CPQConfigure, Price, QuoteBuild company branded documents using a built-in template editor to send accurate quotes to contacts, sync documents in real-time, track document activities on a timeline, and moreNoNoAdd-onAdd-onAdd-onNoAdd-onAdd-onAdd-onNoNoNoNoNoAdd-onAdd-onAdd-on
CRO (Conversion Rate Optimization)HeatmapsVisualize website visitor’s clicks, scrolls, and taps, with heatmaps and scrollmaps.NoNoNoNoNoNoNoNoNoNoAdd-onAdd-onAdd-onNoAdd-onAdd-onAdd-on
Session ReplayRecord interactions of website visitors(stored anonymously) like clicks, taps, keystrokes, and scrolls, in real-time, and fix underlying issuesNoNoNoNoNoNoNoNoNoNoAdd-onAdd-onAdd-onNoAdd-onAdd-onAdd-on
AB TestingValidate website designs, ideas, and content by building different web page versions and discover high-performing ones that yield the maximum conversions.NoNoNoNoNoNoNoNoNoNoAdd-onAdd-onAdd-onNoAdd-onAdd-onAdd-on
Split URL TestingRun multiple tests, identify the website versions that resonate with audience, manage traffic, and boost conversions.NoNoNoNoNoNoNoNoNoNoAdd-onAdd-onAdd-onNoAdd-onAdd-onAdd-on
PersonalizationCreate and run experiments on websites personalized to your audience behavior/demography/locationNoNoNoNoNoNoNoNoNoNoAdd-onAdd-onAdd-onNoAdd-onAdd-onAdd-on
Funnel AnalyticsUncover insights about the different conversion paths on your website, and reduce drop-offs.NoNoNoNoNoNoNoNoNoNoAdd-onAdd-onAdd-onNoAdd-onAdd-onAdd-on
Form AnalyticsAnalyze all form-related metrics, to improve conversionsNoNoNoNoNoNoNoNoNoNoAdd-onAdd-onAdd-onNoAdd-onAdd-onAdd-on
Polls & FeedbackCreate surveys, gather feedback, and learn more about your website audience.NoNoNoNoNoNoNoNoNoNoAdd-onAdd-onAdd-onNoAdd-onAdd-onAdd-on
Landing Page BuilderLanding PagesBuild, customize and publish landing pages with an easy-to-use drag-and-drop builder, without any help from IT Developer/Designer. Perform rapid experimentation, iterate and optimize pages for improved conversions.NoNoNoNoNoNoNoNoNoNoYes (5 pages)Yes (10 pages)Yes (25 pages)NoYes (5 pages)Yes (10 pages)Yes (25 pages)
IntegrationsAPI AccessIntegrate Freshworks CRM with your business tools through API accessNoYes (1000/account/hour)Yes (1000/account/hour)Yes (2000/account/hour)
Yes (5000/account/hour)
NoYes (1000/account/hour)Yes (2000/accouNot/hour)
Yes (5000/account/hour)
NoYes (1000/accouNot/hour)Yes (2000/accouNot/hour)
Yes (5000/account/hour)
NoYes (1000/accouNot/hour)Yes (2000/accouNot/hour)Yes (5000/accouNot/hour)
ZapierConnect 3rd party apps to Freshworks CRM using ZapierNoYesYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Google AppsUse Google's Single Sign-On and onboard Google App users directly into Freshworks CRMNoYesYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Gmail Add-onAccess information about Freshworks CRM Contacts from within GmailNoYesYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Google CalendarSync all the events in your Google Calendar as appointments in Freshworks CRMNoYesYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Office 365 CalendarSync all the events in your Office 365 Calendar as appointments in Freshworks CRMNoYesYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Google Contact SyncBring new contacts from your Google account directly onto Freshworks CRMNoYesYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Outlook Contact Sync
Bring new contacts from your Outlook account directly onto Freshworks CRM
NoYesYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
FreshdeskEnable 2-way contact sync between Freshworks CRM and Freshdesk customer support solution. Create and assign support tickets, change their status, add notes, and keep track of your customer’s conversations with support agents right from Freshworks CRMNoYesYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
MarketplaceIntegrate Freshworks CRM with the most popular productivity tools and appsNoYesYesYesYesNoYesYesYesNoYesYesYesNoYesYesYes
Support24x5 SupportReach out to our support team via Email, Phone, or Chat widget 24x5 for any queries/challenges related to Freshworks CRMYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYes
Dedicated Account ManagerA product expert dedicated for your account to support in any queries related to Freshworks CRMNoNoNoNoYesNoNoNoYesNoNoNoYesNoNoNoYes
Mobile
Mobile App for Android and iOS
Access or update your customer data, track sales pipeline on the go and do more with iOS and Android appYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYes
Contact, Account, and Deal Management
Create and manage list of qualified contacts. Get complete context with Activity Timeline and 360° profile view. Create tasks, appointment, and notes for each contact
Manage the information of companies that you're doing business with it. Build account hierarchy, manage and get 360° view of the related contacts and associated deals of a company
Create, manage, and track progress of deals using a visual sales pipeline
YesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYes
Automatic Call LoggingSave the prospect from having to repeat their previous conversations by referring to the call logsNoNoYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
FiltersUse default filters or create your own filter to sort your contacts, accounts, or deals in the Freshworks CRM Mobile AppYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYes
Book UberBook Uber right from the Freshworks CRM Mobile App when you are going to customer meetingsYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYes
Google MapsNavigate to your meeting location using Google MapsYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYes
CalendarSchedule, track, and manage your tasks, appointments, and meetings with the home screen on the Freshworks CRM Mobile AppYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYes
Multi-languageSet and use your preferred language in the Mobile AppYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYes
Personalize Mobile SettingsPersonalize call preferences, notifications, alerts, task reminders, email digests, and more in the Mobile AppYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYes
Voice NotesRecord a conversation with a lead/contact and save it as voice note for future referenceYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYesYes
Check-inConfirm your presence for any sales activity like face-to-face meetings, lunch appointments and keep your team in loop as wellNoNoNoYesYesNoYesYesYesNoNoNoNoNoYesYesYes
Bulk EmailsSending personalized bulk emails from mobile which can be tracked and scheduled to be sent at a later timeNoNoYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
FilesUpload files and associate them with any record in the Freshworks CRM Mobile AppNoYesYesYesYesNoYesYesYesNoNoNoNoNoYesYesYes
OfflineDownload and store records on your mobile app for offline accessNoNoYesYesYesNoNoYesYesNoNoNoNoNoNoYesYes