Top 20 Live Chat Software In 2026 Expert Picks
Jan 31,2026
This guide ranks 20 expert picked live chat tools, with quick takeaways on pricing, free trials, best use cases, and what to watch out for.
Live chat software helps support and sales teams talk with website visitors and customers in real time. The strongest platforms now go beyond chat to include automation, routing, knowledge base suggestions, integrations with CRMs and help desks, and guardrails for AI generated replies.
To build this list, we focused on tools that are proven in production, integrate with common stacks (Shopify, WordPress, Salesforce, HubSpot, Zendesk), and offer reliable reporting and admin controls. You will find options for startups, ecommerce, SaaS, contact centers, and enterprises that need compliance and advanced security.
Use the Best For line to shortlist quickly, then compare pricing, trials, and the detailed feature and pros and cons sections to pick the best fit for your team.
- Intercom — Best for AI customer messaging at scale
- Zendesk — Best for Chat plus ticketing support suite
- LiveChat — Best for Website chat for conversions
- Freshchat — Best for Affordable omnichannel for SMBs
- HubSpot Live Chat — Best for CRM connected sales and support
- Tidio — Best for Small ecommerce stores
- Crisp — Best for All in one SMB messaging
- Drift — Best for B2B pipeline and qualification
- Olark — Best for Simple live chat basics
- Help Scout — Best for Human support teams and email
- Gorgias — Best for Shopify support and ecommerce
- Chatra — Best for Simple SMB website chat
- Zoho SalesIQ — Best for Zoho ecosystem and SMB sales
- Salesforce Service Cloud Chat — Best for Enterprise service on Salesforce
- Kustomer — Best for Unified timeline for support
- Tawk.to — Best for Free live chat widget
- JivoChat — Best for Multichannel SMB communication
- Userlike — Best for EU based customer messaging
- Smartsupp — Best for Visitor tracking and chat
- ProProfs Chat — Best for Budget chat for support teams
Comparison Chart
Freshchat
HubSpot Live Chat
Salesforce Service Cloud Chat
ProProfs ChatTop Tools Reviewed
Intercom is a leading customer messaging platform combining live chat, automation, and AI assisted support for fast, personalized conversations.
Intercom is built for teams that want live chat to feel like a full customer communication layer, not just a website widget. You get an inbox for agent handled conversations plus automation tools to route, qualify, and resolve requests.
In 2026, Intercom stands out for AI assisted workflows that speed up replies and reduce repetitive work, while still giving admins control over tone and knowledge sources. It is a strong fit for SaaS and product led growth teams that want support and sales handoffs in one system.
It can become expensive as you scale seats and add advanced capabilities, so it is best when you will actively use its automation, reporting, and integrations to justify the spend.
Key Features
- Customizable website chat messenger
- AI assisted replies and summaries
- Automation and routing workflows
- Product tours and outbound messaging
- Integrations with CRM and help desk
Pros and cons
Pros:
- Best in class messenger experience
- Strong automation and AI features
- Great for SaaS lifecycle messaging
- Robust integration ecosystem
- Solid reporting and team tools
Cons:
- Costs scale quickly with seats
- Some features require add ons
- Setup can be complex for SMBs
- Not ideal for simple chat only needs
- Advanced customization may need admin time
Zendesk offers live chat as part of a broader customer service platform with ticketing, help center, and enterprise grade controls.
Zendesk is a strong choice when live chat needs to connect directly to structured support operations. Conversations can turn into tickets, follow SLAs, and feed reporting across channels.
Teams that already use Zendesk for tickets often add chat to unify agent workflows and keep one customer history. It is also attractive for larger orgs that need roles, permissions, auditability, and more formal processes.
If you only need a lightweight chat widget, Zendesk can feel heavy. But for a mature support function, it is one of the most reliable end to end stacks.
Key Features
- Live chat connected to ticketing
- Omnichannel agent workspace
- Routing, SLAs, and escalation rules
- Help center and self service tools
- Enterprise security and reporting
Pros and cons
Pros:
- Excellent for support at scale
- Strong workflows and SLA tooling
- Mature marketplace integrations
- Good analytics and QA options
- Trusted enterprise capabilities
Cons:
- Can be complex to configure
- Pricing rises with add ons
- Overkill for simple chat use
- Some UI elements feel busy
- Advanced customization may require expertise
LiveChat is a focused live chat platform known for an excellent widget, ecommerce friendly features, and dependable day to day agent workflows.
LiveChat is built for teams that want a fast, reliable live chat experience with minimal overhead. The widget is customizable, performance is strong, and the agent app is easy to learn.
It is a popular option for ecommerce and SMBs that care about response speed and turning questions into purchases. You also get basic automation, tagging, and reporting to keep operations organized.
If you need a full service desk with deep ticketing or complex omnichannel requirements, you may pair it with other tools or choose a broader suite.
Key Features
- High performance chat widget
- Agent desktop and mobile apps
- Canned responses and tagging
- Sales oriented engagement tools
- Integrations and API access
Pros and cons
Pros:
- Simple setup and onboarding
- Strong widget customization
- Great for ecommerce chat teams
- Reliable core live chat features
- Clear per seat pricing tiers
Cons:
- Not a full help desk by default
- Advanced automation is limited
- Omnichannel features may require add ons
- AI features less comprehensive than leaders
- Reporting can be basic for enterprises
Freshchat delivers modern live chat with bots, campaigns, and omnichannel messaging at a price point that works for growing teams.
Freshchat is a practical pick for teams that want live chat plus messaging features like routing, segmentation, and automation without paying enterprise prices. It works well for SMB support teams and ecommerce brands that want to unify conversations across channels.
It fits especially well if you are already in the Freshworks ecosystem, since it can connect to other Freshworks products for ticketing and CRM workflows.
For very advanced customization, deep analytics, or complex enterprise requirements, you may outgrow it, but it remains one of the best value options in the category.
Key Features
- Web chat and in app messaging
- Bot builder and automation flows
- Team inboxes and routing
- Proactive campaigns and targeting
- Freshworks suite integrations
Pros and cons
Pros:
- Strong value for the price
- Good omnichannel capabilities
- Easy to deploy and manage
- Useful automation for common requests
- Integrates well with Freshdesk
Cons:
- Advanced reporting can be limited
- Some features locked to higher tiers
- UI can feel busy at scale
- Less flexible than enterprise suites
- Bot tuning may take time
HubSpot Live Chat is ideal for teams that want chat tied directly to the HubSpot CRM, pipelines, and marketing automation.
HubSpot Live Chat is a strong option if your team already runs on HubSpot. Conversations can be logged to contacts, routed by lifecycle stage, and paired with meetings, tickets, and email sequences.
It works well for inbound sales and customer success teams that need context and tight alignment between marketing, sales, and support. Setup is straightforward, especially on HubSpot hosted pages or common CMS platforms.
If you need advanced chat operations, complex bot flows, or deep workforce management, you may prefer a dedicated live chat suite. But for CRM first teams, HubSpot is efficient and cohesive.
Key Features
- Live chat inside HubSpot CRM
- Chat routing and availability settings
- Contact timeline and conversation logging
- Meeting booking and lead capture
- Marketing and service integrations
Pros and cons
Pros:
- Best CRM context for HubSpot users
- Free option to get started
- Great for inbound lead conversion
- Unified data across teams
- Easy deployment on websites
Cons:
- Limited advanced chat features
- Best value only within HubSpot
- Reporting is CRM centric
- Complex needs require upgrades
- Bot capabilities vary by tier
Tidio is a popular SMB live chat and chatbot tool designed for fast setup, ecommerce use cases, and simple automation.
Tidio is aimed at small teams that want live chat plus basic automation without a steep learning curve. It is widely used by ecommerce stores to answer product questions, recover carts, and handle shipping and returns inquiries.
You can deploy the widget quickly, create simple bot flows, and manage chats from a unified inbox. For many small businesses, the combination of ease of use and value is the main advantage.
Larger teams may hit limitations around advanced reporting, complex routing, and enterprise grade security, but as a starter live chat platform it is a strong contender.
Key Features
- Website chat widget and inbox
- Chatbot and automation templates
- Ecommerce integrations and triggers
- Mobile app for agents
- Visitor tracking and targeting
Pros and cons
Pros:
- Very quick to set up
- Good value for small teams
- Useful ecommerce oriented automation
- Simple agent experience
- Free plan available for testing
Cons:
- Limited enterprise controls
- Reporting can be basic
- Less flexible for complex routing
- Scaling seats can get pricey
- Advanced integrations may be limited
Crisp combines live chat, shared inbox, knowledge base, and simple automation in a streamlined package for small and mid sized teams.
Crisp is designed for teams that want a unified messaging workspace without managing multiple tools. In addition to live chat, it includes features like shared inbox collaboration, basic automation, and customer profiles.
It is a solid fit for SMB SaaS and agencies that want a polished chat widget, proactive messaging, and a manageable learning curve. The platform emphasizes simplicity while still covering the essentials.
If your org needs advanced enterprise security, complex routing logic, or deep analytics, you may need a more specialized platform. For many growing businesses, Crisp hits a practical sweet spot.
Key Features
- Shared inbox and conversation history
- Customizable chat widget
- Basic chatbot and automation
- Knowledge base and help content
- Proactive campaigns and triggers
Pros and cons
Pros:
- Clean UI for agents
- Good all in one feature set
- Works well for SMB support
- Quick widget customization
- Predictable plan structure
Cons:
- Limited deep enterprise features
- Automation is less advanced than leaders
- Analytics may be insufficient for large teams
- Some integrations require workarounds
- Less suited to call center workflows
Drift focuses on conversational marketing and sales, using chat to qualify leads, route to reps, and book meetings.
Drift is best known for using live chat as a revenue channel. It is designed to identify high intent visitors, ask qualification questions, and connect prospects to the right sales rep or meeting scheduler quickly.
For B2B companies with high ACV deals, Drift can help reduce form friction and speed up time to first conversation. It also pairs well with account based marketing strategies.
Because pricing is typically custom and the platform is optimized for sales workflows, it may be less attractive for teams that primarily need customer support chat.
Key Features
- Lead qualification chat playbooks
- Meeting booking and routing
- Targeting by account and intent
- Sales team inbox and alerts
- CRM and marketing integrations
Pros and cons
Pros:
- Excellent for B2B lead conversion
- Strong routing to reps and calendars
- Good ABM oriented capabilities
- Polished visitor experience
- Integrates with major CRMs
Cons:
- Custom pricing can be expensive
- Less focused on support ticketing
- Setup requires strategy and tuning
- May be overkill for SMBs
- Some features depend on higher tiers
Olark is a straightforward live chat tool for teams that want core chat functionality without heavy suites or complex setup.
Olark is built around the essentials: a website chat widget, agent console, and basic reporting. It is attractive for teams that want a stable, easy to manage chat solution and do not need advanced omnichannel features.
Because it keeps the feature set focused, Olark can be easier to deploy and maintain than broader customer service platforms. It also works for businesses that prefer a simple budget per agent approach.
If you need modern AI features, deep automation, or a unified omnichannel inbox, you may want a newer all in one tool. But for basic live chat, Olark remains a dependable option.
Key Features
- Website live chat widget
- Agent chat console and transcripts
- Canned responses and automation rules
- Basic reporting and insights
- Integrations via apps and API
Pros and cons
Pros:
- Easy to set up and use
- Clear flat per agent pricing
- Solid core chat reliability
- Works well for small teams
- Good for chat only needs
Cons:
- Limited omnichannel capabilities
- Fewer AI features than competitors
- Automation depth is limited
- Reporting is not enterprise grade
- UI feels dated for some users
Help Scout provides a clean support platform with live chat options, shared inbox workflows, and a strong focus on customer friendly support.
Help Scout is a good fit for teams that prioritize a simple, human support experience. It is known for its shared inbox approach and a UI that feels less complicated than many enterprise suites. Live chat features can be used alongside email support and knowledge base content.
It works well for SaaS support teams that want to keep operations lightweight while still gaining structure and reporting. The platform also emphasizes collaboration and consistency through saved replies and internal notes.
If you need advanced call center functionality or heavy omnichannel routing, you may prefer a more specialized solution. But for many growing teams, Help Scout is easy to adopt and scale.
Key Features
- Shared inbox workflows
- Live chat and in app messaging
- Knowledge base and self service
- Saved replies and collaboration notes
- Reporting and CSAT tools
Pros and cons
Pros:
- Very easy for agents to use
- Great for email plus chat support
- Clean customer experience
- Strong knowledge base features
- Good for small to mid teams
Cons:
- Not the deepest omnichannel suite
- Advanced automation is limited
- Enterprise controls vary by plan
- Some integrations require middleware
- May not suit large contact centers
Gorgias is built for ecommerce customer support, with deep Shopify integration and automation to handle order related questions fast.
Gorgias is designed around ecommerce workflows, especially for Shopify merchants. Agents can see order details, customer history, and take actions like refunds or edits depending on setup. Live chat becomes more effective when it is tied directly to order context.
It is a strong choice for brands that want to manage support across chat, email, and social while keeping operations aligned to ecommerce KPIs. Automation and macros can reduce repetitive requests like shipping status and returns.
If you are not an ecommerce business, you may not benefit from its strongest features. For Shopify heavy teams, it is one of the best specialized options.
Key Features
- Deep Shopify and order context
- Live chat widget for storefronts
- Macros and automation for support
- Multi channel inbox for ecommerce
- Revenue and support reporting
Pros and cons
Pros:
- Best for Shopify focused support
- Fast handling of order questions
- Good automation for common issues
- Unified view of customer and orders
- Designed for ecommerce teams
Cons:
- Less ideal outside ecommerce
- Costs can scale with volume
- Widget customization is moderate
- Complex setups need careful permissions
- Some channels require extra configuration
Chatra is an easy to use live chat app with a clean widget and team collaboration features for small businesses.
Chatra focuses on making live chat approachable for small teams. You can add a widget to your site, see visitors in real time, and reply from a shared team inbox. It is commonly used by service businesses, agencies, and small ecommerce sites.
It includes practical features like offline forms, basic automation, and multi agent collaboration. The learning curve is low and setup is quick.
If you need advanced routing, robust omnichannel support, or deep analytics, Chatra may be too lightweight. But for straightforward website chat, it is a strong budget friendly choice.
Key Features
- Customizable chat widget
- Multi agent shared inbox
- Visitor list and page tracking
- Offline forms and email follow up
- Basic automation and triggers
Pros and cons
Pros:
- Very easy to deploy
- Clean interface for agents
- Good value pricing
- Works well for small teams
- Free plan for basic needs
Cons:
- Limited advanced analytics
- Not built for enterprise requirements
- Omnichannel support is limited
- Fewer advanced integrations
- Automation depth is basic
Zoho SalesIQ blends live chat with visitor tracking and lead qualification, especially strong when paired with Zoho CRM.
Zoho SalesIQ is a compelling option for budget conscious teams that want live chat plus lead intelligence. It includes visitor tracking, routing, and automation features that support both sales and support use cases.
The biggest advantage is integration with Zoho CRM and the broader Zoho suite, which can create an end to end workflow from website chat to lead assignment and follow up.
If you are not using Zoho tools, the experience may feel less cohesive. But for Zoho users, SalesIQ offers strong capabilities at a very competitive price.
Key Features
- Website live chat and routing
- Visitor tracking and lead scoring
- Bots and automation flows
- Mobile apps for agents
- Deep Zoho CRM integration
Pros and cons
Pros:
- Excellent pricing for SMBs
- Strong visitor intelligence features
- Great fit for Zoho users
- Good mix of sales and support tools
- Flexible routing and triggers
Cons:
- UI can feel complex initially
- Best experience depends on Zoho suite
- Some integrations are less polished
- Analytics may require configuration
- Advanced enterprise controls are limited
Salesforce Service Cloud Chat is enterprise live chat tightly integrated with Salesforce CRM, cases, and customer data models.
Salesforce Service Cloud Chat is a strong choice for large organizations that already standardize on Salesforce. Live chat conversations can connect directly to cases, customer records, entitlements, and sophisticated routing models.
It is suited to complex service environments with strict governance, multiple teams, and requirements for detailed reporting and security. Admins can design structured processes and connect chat to a broader service and CRM strategy.
The tradeoff is complexity and cost. Implementation often requires Salesforce expertise, and smaller teams may find it more than they need for simple website chat.
Key Features
- Chat tied to Salesforce cases and CRM
- Advanced routing and skills based assignment
- Enterprise permissions and auditability
- Omnichannel service workflows
- Custom reporting and dashboards
Pros and cons
Pros:
- Deep Salesforce native integration
- Strong enterprise governance controls
- Powerful routing and workflows
- Scales for large service orgs
- Robust analytics options
Cons:
- High total cost of ownership
- Implementation can be lengthy
- Overkill for SMB use cases
- Requires Salesforce admin resources
- Pricing can be hard to predict
Kustomer is a customer service CRM with live chat and omnichannel messaging built around a unified customer timeline.
Kustomer is built for teams that want to manage conversations and customer history in one place across channels. It emphasizes a unified timeline so agents can see orders, past interactions, and customer attributes while chatting.
It is a strong fit for ecommerce and subscription businesses that handle complex customer journeys and want a service CRM approach rather than a ticket only model. Routing and automation can be tailored to segments and events.
Because pricing is often custom and implementation can require planning, it is typically best for mid market and enterprise teams rather than very small support groups.
Key Features
- Unified customer timeline view
- Omnichannel messaging and live chat
- Automation and routing logic
- Customer data and segmentation
- Integrations with ecommerce platforms
Pros and cons
Pros:
- Excellent customer context for agents
- Good omnichannel conversation handling
- Flexible automation and workflows
- Scales for complex support orgs
- Strong fit for ecommerce and CX teams
Cons:
- Custom pricing can be high
- Setup requires planning and admin time
- May be too much for basic chat
- Learning curve for new agents
- Some reporting needs configuration
Tawk.to is a widely used free live chat solution with basic team inbox features and optional paid add ons.
Tawk.to is one of the most popular choices for businesses that want a live chat widget with minimal budget. You can add chat to your website, manage conversations, and access core features without paying per seat fees in many cases.
It is especially useful for early stage businesses and small websites that want to offer real time help. You can also add optional upgrades depending on your needs.
The tradeoff is that it may not match paid platforms for advanced automation, deep integrations, or enterprise security controls. For basic website chat, it is hard to beat on price.
Key Features
- Free website live chat widget
- Agent inbox and chat history
- Basic triggers and shortcuts
- Mobile and desktop agent apps
- Optional add ons and services
Pros and cons
Pros:
- Free to start for many teams
- Fast deployment and easy use
- Good for simple support needs
- Works on most website platforms
- Basic reporting included
Cons:
- Limited advanced automation
- Fewer enterprise grade features
- Integrations are more limited
- Customization options can be basic
- Not ideal for complex omnichannel teams
JivoChat offers live chat plus additional channels in one app, designed for small businesses that want quick multichannel coverage.
JivoChat is positioned as a unified communications tool for SMBs, combining website chat with other messaging channels in a single interface. It is useful for teams that want to respond from one place without adopting a complex help desk.
The platform supports basic automation, team collaboration, and common integrations. It is often chosen by service businesses and small ecommerce teams that need responsiveness more than deep process controls.
If you require advanced reporting, strict permissions, or sophisticated automation, you may find limitations. But as an affordable multichannel inbox with live chat, it is a practical option.
Key Features
- Website live chat and inbox
- Multi channel messaging support
- Agent apps for desktop and mobile
- Basic automation and shortcuts
- Integrations with common tools
Pros and cons
Pros:
- Good value per agent
- Covers multiple channels in one app
- Easy for small teams to adopt
- Useful mobile support for agents
- Straightforward setup
Cons:
- Not built for enterprise compliance
- Automation is relatively basic
- Analytics can be limited
- Customization may not satisfy large brands
- Complex workflows require other tools
Userlike provides live chat and messaging with a focus on professional customer support workflows and strong European market fit.
Userlike is a good option for businesses that want live chat plus messaging features with an emphasis on professional support operations. It supports team inbox workflows, routing, and integrations that help keep conversations organized.
It is often considered by EU based companies or teams that want vendor options outside the biggest US centric suites. The platform can support multiple channels and structured support processes.
For very small teams, the pricing may be higher than simpler chat tools. For teams that value a mature messaging console and regional fit, it can be a strong candidate.
Key Features
- Live chat widget and customization
- Team inbox and routing
- Messaging channels beyond web chat
- Automation and templates
- Integrations and conversation analytics
Pros and cons
Pros:
- Strong support oriented feature set
- Good multi channel messaging options
- Professional agent console
- Suitable for mid market teams
- Good customization controls
Cons:
- Pricing can be high for SMBs
- Some setup required for best results
- Less known than top US suites
- Advanced analytics may require higher tiers
- Not ideal for chat only minimalists
Smartsupp combines live chat with visitor tracking and simple automation, popular with ecommerce and SMB websites.
Smartsupp is designed for teams that want to see what visitors are doing on the site and start conversations at the right moment. It blends live chat with visitor insights, making it useful for sales assistance and quick support.
For ecommerce, it can help agents answer product questions with more context by seeing pages viewed and behavior patterns. Setup is usually quick, and there is a free plan for basic usage.
If you need complex ticketing, enterprise controls, or advanced omnichannel workflows, Smartsupp may not be enough. But for a lightweight chat tool with visitor intelligence, it is a solid pick.
Key Features
- Live chat widget and inbox
- Visitor tracking and behavior insights
- Basic automation and triggers
- Mobile apps for agents
- Common ecommerce integrations
Pros and cons
Pros:
- Good visitor visibility for agents
- Quick setup for SMB websites
- Affordable paid plans
- Works well for ecommerce questions
- Free plan available to start
Cons:
- Not a full help desk suite
- Limited advanced automation
- Reporting is basic for large teams
- Omnichannel is limited compared to suites
- Less suitable for strict enterprise requirements
ProProfs Chat is a simple live chat tool with ticketing style features and reporting, aimed at small teams that want quick deployment.
ProProfs Chat is designed for teams that want a straightforward live chat widget paired with an operator console and practical support tools. It is often used by small businesses that want to improve response time and capture leads without adopting a complex service platform.
You can customize the widget, set up proactive invites, and track basic performance metrics. It can also fit teams already using other ProProfs products for training or knowledge management.
While it may not compete with enterprise suites on automation depth and omnichannel capabilities, it is a solid budget friendly option for core website live chat.
Key Features
- Customizable live chat widget
- Agent console with chat transcripts
- Proactive chat invitations
- Basic routing and operator controls
- Reports and conversation analytics
Pros and cons
Pros:
- Quick to deploy on most sites
- Affordable pricing for small teams
- Good core chat and reporting
- Useful proactive invite options
- Works well for basic support needs
Cons:
- Limited advanced automation and AI
- Not ideal for complex omnichannel support
- Integrations may be limited for enterprises
- Customization options can be basic
- May not scale for large contact centers
What is Live Chat Software
Live chat software lets businesses communicate with website visitors and customers in real time through a chat widget, mobile app, and often additional channels like email, social, and messaging apps. It typically includes agent consoles, routing rules, canned replies, and customer context so conversations are faster and more accurate.
Teams use live chat to reduce response times, increase customer satisfaction, and capture more revenue from high intent site traffic. Modern platforms also add AI assistance, self service flows, and integrations with CRMs and ticketing systems to keep service consistent across the customer journey.
Trends in Live Chat Software
Live chat is evolving into an AI assisted, omnichannel workspace. In 2026, buyers expect automation that is safe and configurable, unified conversation history across channels, and reporting that ties service activity to outcomes like retention and conversion.
AI copilots and guided automation
Most leading tools now offer AI drafted replies, summarization, and intent detection, plus chatbots that can resolve common questions. The key shift is governance: teams want confidence controls like knowledge source restrictions, approval modes, and audit trails so AI responses stay accurate and compliant.
Expect more workflows that blend bot and human handoff, where AI gathers context first, then routes to the right agent with a clean summary and suggested next actions.
Omnichannel inboxes with better context
Customers move between web chat, email, and messaging apps without wanting to repeat themselves. Platforms are prioritizing unified timelines, identity resolution, and CRM enrichment so agents can see purchases, plan level, and prior tickets in one view.
This trend also includes better collaboration tools, such as internal notes, @mentions, and shared macros across teams like support, success, and sales.
More measurable impact and performance analytics
Teams are moving beyond basic metrics like first response time. Leading tools emphasize conversion tracking, revenue attribution, cohort reporting, QA scoring, and agent productivity insights. This helps justify spend and improves staffing decisions.
For regulated and enterprise teams, reporting is paired with stronger security features like SSO, role based permissions, and data retention controls.
How to Choose Live Chat Software
Start by mapping your customer channels and your internal workflows. The best choice depends on whether you need a simple website chat widget, a full help desk with ticketing, or an enterprise grade messaging platform with AI and compliance.
Key Features to Look For
Look for fast and customizable widgets, routing and SLAs, macros and templates, bot and automation builders, knowledge base suggestions, conversation history, and integrations with your CRM and help desk. Admin controls like roles, permissions, and team inboxes matter as you scale.
Pricing Considerations
Live chat pricing is usually per seat per month, sometimes with add ons for AI, bots, advanced reporting, or additional channels like WhatsApp. Compare what is included in each tier, including conversation history limits, automation quotas, and API access.
Budget for growth: a low entry price can become expensive when you add seats, channels, and AI features. If you are enterprise, verify contract terms, uptime SLAs, and support coverage.
Integrations and data ownership
Integrations can make or break adoption. Confirm native connectors for Shopify, WordPress, HubSpot, Salesforce, and Zendesk, plus webhooks or APIs for custom workflows. Also check data export, retention policies, and how easy it is to migrate away later.
Security, compliance, and admin controls
If you handle sensitive data, prioritize SSO, SCIM, audit logs, encryption, and configurable retention. Verify how the vendor handles AI data usage, and ensure you can disable training on your content if required.
Even for smaller teams, solid permissions and role separation reduce mistakes and improve consistency.
Customer experience and support operations
Evaluate the customer side experience: widget speed, mobile friendliness, file sharing, localization, and accessibility. On the agent side, look for strong search, collaboration features, and a clean handoff between bot and agent.
Run a pilot and measure resolution rate, response time, and customer satisfaction before committing to a long contract.
AI quality and guardrails for live chat
Do not just check whether AI exists. Test answer quality, sources used, and whether you can restrict AI to your approved knowledge. Review features like suggested replies, summarization, and intent routing, plus controls like approvals and audit history.
Choose a tool that improves speed without risking incorrect or off brand responses.
Plan/pricing Comparison Table for Live Chat Software
| Plan Type | Average Price | Common Features |
|---|---|---|
| Free | $0 | Basic chat widget, limited seats, limited history, simple canned replies, basic inbox |
| Basic | $15-$35 per user/month | Multi inbox routing, chat transcripts, basic automations, integrations, standard reporting |
| Professional | $50-$120 per user/month | Omnichannel support, advanced workflows, bot builder or AI add ons, SLA tools, analytics, API access |
| Enterprise | Custom Pricing | SSO and SCIM, audit logs, advanced roles, data retention controls, dedicated support, SLAs and security reviews |
Live Chat Software: Frequently Asked Questions
What is the difference between live chat and a chatbot?
Live chat connects a customer to a human agent in real time. A chatbot is an automated system that answers questions or collects information using rules or AI.
Many platforms combine both: the bot handles common requests and escalates complex issues to an agent with context.
How much does live chat software cost in 2026?
Most tools are priced per agent seat per month, often starting around $15-$35 for basic plans and $50-$120 for professional tiers. Enterprise plans are usually custom.
Costs can increase with AI features, bots, extra channels like WhatsApp, and advanced analytics.
Why do businesses add live chat to their website?
Live chat reduces wait time and helps customers get answers while they are actively browsing. This often improves conversion rates and reduces cart abandonment for ecommerce.
For support teams, live chat can deflect tickets, shorten resolution times, and improve customer satisfaction.
When should you choose an omnichannel inbox instead of chat only?
Choose omnichannel if you support customers across multiple touchpoints such as email, web chat, social DMs, and messaging apps. A unified inbox prevents duplicate work and keeps history in one place.
If you only need a website chat widget and a small team inbox, a simpler chat only product can be faster to deploy and cheaper.
How do you measure live chat performance?
Common metrics include first response time, time to resolution, CSAT, chat abandonment rate, and agent utilization. Sales teams may also track conversion rate and revenue influenced.
For quality, look at conversation audits, tags by issue type, and deflection rates from self service and bots.
Can live chat software integrate with a CRM?
Yes, most leading live chat tools integrate with CRMs like HubSpot and Salesforce. This lets agents see customer context such as lifecycle stage, account owner, and previous interactions.
If a native integration is not available, check for APIs, webhooks, and Zapier support.
Do you need AI in live chat software?
You do not need AI to run effective live chat, but AI can improve speed and consistency through suggested replies, summarization, and better routing. It can also automate simple requests through bots.
The most important factor is control: you should be able to limit AI to approved knowledge and review outputs as needed.
Is live chat software secure for sensitive customer data?
It can be, but security varies by vendor and plan. Look for encryption, SSO, audit logs, role based permissions, and configurable data retention.
For regulated environments, confirm compliance documentation and how AI features handle your content and transcripts.
Which live chat software is best for small businesses?
Small businesses usually benefit from tools with fast setup, a clean agent inbox, and a reasonable per seat price. Options with free plans or low cost starter tiers can help you validate the channel before scaling.
Prioritize ease of use, basic automations, and integrations with your website platform and email.
Final Thoughts
The best live chat software in 2026 is the one that fits your channels, team structure, and required controls. Start with your top workflows, test automation and AI quality, and confirm reporting matches how you measure success.
Run a short pilot, review transcripts with your team, and choose a platform that can scale from a simple widget to an integrated customer communication hub without forcing a full rebuild later.
