We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.


The web messenger in Freshdesk Messaging, also known as the conversations widget, is used to deliver a convenient and contextual conversational messaging experience for customers. If you wish to get user consent for collecting their data or storing any cookies on Freshdesk Messaging, we recommend that you do NOT load the web messenger / conversations widget or the self-service widget (learn more about the differences here) until your users accept your policy.


We recommend you add the following privacy notice where you would like to inform your visitors and customers about processes in the context of Freshdesk Messaging (a product of Freshworks Inc) — formerly known as Freshchat.


"We use third party service providers, like Freshworks Inc ("Freshworks") to enable interaction with you on our website and/or our product. As a data processor acting on our behalf, Freshworks automatically receives and records certain information of yours like device model, IP address, the type of browser being used and usage pattern through cookies and browser settings. Freshworks performs analytics on such data on our behalf which helps us improve our service to you. You can read about the cookies Freshworks' sets in their cookie policy here."


(While we suggest you include the above in your privacy notice, please note that this is provided for informational purposes only and should not be relied upon as legal advise or to determine how GDPR might apply to you and/or your organization. We encourage you to obtain independent professional advice, before taking or refraining from any action on the basis of the information provided here.)


If a visitor or a customer on your website has “accepted” your cookie policy, you have the consent from them on collecting their data, and the Freshdesk Messaging web messenger (also referred to as the conversations widget) can be displayed on all pages of your website. In case the cookie policy has “not been accepted” or been “denied”, we recommend you don’t display the Freshchat messenger on your website.


To achieve this, we recommend you don’t use window.fcSettings to initialise the widgetconfig. Instead use window.fcWidget.init({}) to pass the widget config which allows the website / application to decide to load the widget based on whether the user accepts / declines cookies. Once the user accepts and allowed permission callwindow.fcWidget.init() method to initialize the widget.