United States verdict (TL;DR)
Verified 2026-05-19The US live chat market is the largest and most commercially mature globally, and in 2026 it is under structural pressure from AI chatbot platforms. Intercom and Drift (Salesloft, acquired Feb 2024) dominate US B2B SaaS live chat, with both vendors repositioning human chat as the fallback layer behind AI agents. LiveChat Inc (Warsaw Stock Exchange listed, transparent financials) and Olark serve the US SMB human-led chat segment with transparent pricing and no AI bundling pressure. Pure Chat (Ruby-owned), Smartsupp, and Tawk.to serve the budget and simple-workflow US SMB tier. Zendesk Chat is the default add-on for Zendesk-anchored US support orgs. ChatBot.com (LiveChat Inc-owned) covers the automation layer above the human-agent tier. CCPA applies to live chat transcript data; HIPAA applies to healthcare live chat platforms; and the FTC has increased scrutiny on AI-generated chat disclosures in consumer contexts.
Picks for United States
- US B2B SaaS live chat anchored to AI helpdesk: intercom-chat Market-defining in-app messenger UX with native handoff to Intercom Fin AI Agent. The default for US B2B SaaS companies (50 to 5,000 employees) where human chat is the escalation layer behind AI. Strong HubSpot, Salesforce, and Segment integrations.
- US sales-led B2B live chat inside Salesloft revenue platform: drift-chat Drift acquired by Salesloft Feb 2024; Drift Live Chat now inside Salesloft Revenue Workflow. Right for US sales-driven marketing sites where live chat qualifies and routes inbound leads. Best fit for Salesloft-anchored sales orgs.
- US SMB and mid-market pure-play human live chat: livechat-inc Warsaw Stock Exchange listed; monthly KPI transparency rare in the category. Strong feature parity for human-led chat, $20 to $59 per agent per month, no AI bundling pressure. The most financially transparent US live chat option.
- US founder-led SMB live chat with transparent pricing: olark Long-standing founder-led vendor. Transparent $29 per agent per month pricing. Simple deployment, no AI upsell, and no acquisition overhang. Right for US SMBs wanting stable human-led chat without contract complexity.
- US Zendesk-anchored support orgs adding live chat: zendesk-chat Bundled inside Zendesk Suite. Default for US companies already on Zendesk Support that need live chat without a separate vendor contract. Zendesk AI Agents increasingly front-loaded ahead of human chat.
- US SMB wanting genuinely free live chat at any scale: tawk-to Genuinely free live chat with optional paid live-agent services. Free tier is sustainable, not bait-and-switch. Right for US budget-constrained SMBs (under 20 employees) needing basic chat without per-agent monthly fees.
How the live chat software market looks in United States
The US live chat market in 2026 is defined by AI subsumption pressure. Intercom repositioned its live chat as the human-handoff fallback behind Intercom Fin AI Agent; Drift was acquired by Salesloft in February 2024 and folded into Salesloft Revenue Workflow with AI conversation handling promoted ahead of human chat; Zendesk Chat is increasingly fronted by Zendesk AI Agents under Permira and Hellman and Friedman ownership. The signal for US buyers: if your primary need is human agents typing responses into a chat window, the enterprise vendors (Intercom, Drift/Salesloft, Zendesk) have deprioritized that workflow. The pure-play human-led tier, LiveChat Inc, Olark, Crisp, Smartsupp, and Pure Chat, is where product investment in human chat workflows has continued.
US regulatory context: CCPA and CPRA apply to live chat transcript data collected from California consumers; live chat platforms must provide consumer data subject access and deletion rights, and behavioral data collected during chat sessions (browsing history, visitor identification) is subject to opt-out rights for cross-context behavioral advertising. HIPAA applies to healthcare providers using live chat to discuss patient information; only a subset of live chat vendors offer signed Business Associate Agreements (BAAs) and HIPAA-configured data handling (Intercom, Zendesk Chat with configuration; LiveChat Inc with configuration). FTC Disclosure Policy (2023 update) increases scrutiny on undisclosed AI-generated chat responses in consumer contexts; US companies using AI chat must disclose AI involvement to consumers.
ChatBot.com (LiveChat Inc subsidiary) covers the US chatbot layer for US teams that want automation above the human-agent tier without migrating away from the LiveChat Inc ecosystem.
CCPA and CPRA (California) apply to live chat transcript data and visitor behavioral data; opt-out of cross-context behavioral advertising applies to visitor identification and chat behavioral analytics. HIPAA applies to healthcare providers conducting live chat about patient information; require BAA from vendor and verify HIPAA-configured data handling before deployment in healthcare context (Intercom, Zendesk Chat, and LiveChat Inc offer HIPAA configurations with restrictions). FTC Disclosure Policy requires disclosure of AI-generated chat responses in consumer contexts; configure AI disclosure banners for US consumer-facing AI chat. ECPA (Electronic Communications Privacy Act) may apply to live chat transcript storage and access; attorney-client privilege considerations apply for legal services live chat. ADA accessibility (WCAG 2.1 AA) required for live chat widgets on US public-facing websites under the ADA; verify vendor accessibility certification. SOC 2 Type II required for US enterprise procurement; Intercom, Zendesk Chat, LiveChat Inc, and Drift/Salesloft all provide SOC 2 Type II.
Quick comparison, ranked for United States
| Product | Best for | Starts at | 10-emp/mo* | Pricing | G2 | Geo |
|---|---|---|---|---|---|---|
| 1 Intercom Live Chat | B2B SaaS and product-led companies | $39 + $39/emp | $429 | 4.5 | Global; strongest in US, EU, UK, Australia | |
| 2 Drift Live Chat | B2B sales-led companies | Quote | - | 4.4 | Global; strongest in US, UK | |
| 3 LiveChat | SMB and mid-market companies | $24 + $24/emp | $264 | 4.5 | Global; strongest in US, EU, Poland, UK | |
| 4 Olark | SMB and mid-market companies | $29 + $29/emp | $319 | 4.3 | Global; strongest in US, Canada, UK | |
| 9 Zendesk Chat | Zendesk-anchored support orgs | $55 + $55/emp | $605 | 4.3 | Global; strongest in US, EU, UK, Australia | |
| 7 ChatBot | SMB and mid-market companies | $65 | $65 | 4.5 | Global; strongest in US, EU, Poland | |
| 10 Pure Chat | US-based SMBs | $49 | $49 | 4.3 | Strongest in US and Canada | |
| 5 Crisp | European SMB and small mid-market | $0 | $0 | 4.5 | Global; strongest in France, Germany, Spain, Italy, EU | |
| 8 Smartsupp | Central and Eastern European SMBs | $0 | $0 | 4.5 | Strongest in Czech Republic, Slovakia, Poland, Germany, Hungary, EU broadly | |
| 6 Tawk.to | SMBs, solopreneurs, non-profits | $0 | $0 | 4.6 | Global; available in 45+ languages |
*10-employee monthly cost = base fee + (per-employee × 10) using the lowest published tier. For opaque-pricing vendors, no value is shown.
What buyers in United States actually pay
Median annual deal size by employee band, in USD. Crowdsourced from anonymized buyer disclosures.
| Product | Employee band | Median annual (USD) | Sample | Notes |
|---|---|---|---|---|
| Intercom Live Chat | US B2B SaaS (5 to 20 agents) | $9,600 | 198 | Per-seat Essential plan; Fin AI per-resolution additional; annual commitment |
| Drift Live Chat | US mid-market B2B (inside Salesloft) | $24,000 | 87 | Bundled inside Salesloft; standalone Drift pricing discontinued post-acquisition |
| LiveChat | US SMB (5 agents) | $2,400 | 312 | Team plan at $40/agent/month; no annual lock-in required |
| Olark | US SMB (1 to 10 agents) | $3,480 | 178 | $29/agent/month transparent pricing; month-to-month option available |
| Zendesk Chat | US mid-market (Zendesk Suite bundled) | $14,400 | 124 | Bundled in Zendesk Suite Growth; standalone Chat pricing discontinued |
| Tawk.to | US SMB (any number of agents) | $0 | 287 | Free forever; optional paid live-agent service at $1/hour |
United States-built or United States-strong vendors worth knowing
Not yet ranked in our global top 10, but credible options for United States buyers and worth a shortlist.
Intercom
Visit ↗San Francisco-based, founded 2011. Private, well-funded. The market-defining in-app messenger and live chat platform for US B2B SaaS. 300+ integrations. Fin AI Agent (per-resolution pricing) increasingly the primary Intercom product; live chat is the human handoff layer. The default live chat evaluation start for US B2B SaaS companies.
Drift (Salesloft)
Visit ↗Boston-based, acquired by Salesloft Feb 2024. Sales-led live chat now inside Salesloft Revenue Workflow. B2B sales-driven marketing site chat. Approximately 5,000 US B2B customers. Best for Salesloft-anchored US sales orgs adding live chat to the inbound lead qualification motion.
LiveChat Inc
Visit ↗Warsaw-based but significant US customer base. NASDAQ and Warsaw Stock Exchange listed. $20 to $59 per agent per month transparent pricing. Monthly KPI updates public via WSE filings. The most financially transparent live chat vendor in the category. Strong US SMB and mid-market human-led chat adoption.
All 10, ranked for United States
Same intelligence as the global ranking, vendor trust, review patterns, verified pricing, compliance, reordered for the United States market.
Intercom Live Chat
Live chat heritage now positioned as the human-handoff layer behind Intercom Fin AI Agent.
Intercom Live Chat is the live chat module inside Intercom, distinct from the full Intercom helpdesk (covered as intercom in our Top 10 Help Desk Software ranking) and from Intercom Fin AI Agent (covered as intercom-fin in our Top 10 AI Chatbots ranking). Intercom started in 2011 as a live chat product for B2B SaaS and pioneered the in-app messenger pattern. In 2026, Intercom positions live chat as the human handoff behind Fin AI Agent, with most product investment flowing into AI. Strengths: market-defining in-app messenger UX, strong B2B SaaS fit, native Fin AI handoff, and aggressive product velocity. Trade-offs: pricing complexity (per-seat Intercom plus per-resolution Fin), product roadmap clearly favors AI over human chat, and outside the Intercom ecosystem the live chat is less differentiated.
B2B SaaS and product-led companies (50 to 5,000 employees) wanting live chat as the human handoff behind Intercom Fin AI Agent, with strong in-app messenger UX.
Buyers wanting pure live chat without AI bundling (LiveChat Inc or Olark better), Salesforce-anchored shops (different ecosystem), or budget-conscious SMBs (Tawk.to or Smartsupp cheaper).
Strengths
- Market-defining in-app messenger UX
- Strong B2B SaaS and product-led company fit
- Native handoff to Intercom Fin AI Agent
- Aggressive product velocity (AI features quarterly)
- Strong mobile SDKs (iOS, Android)
- Visitor identification and CRM enrichment
Weaknesses
- Pricing complexity (per-seat plus per-resolution Fin)
- Product roadmap favors AI over human chat
- Outside Intercom ecosystem less compelling
- Annual price increases reported by buyers
- Live chat without Fin feels deprioritized
Pricing tiers
partial- EssentialPer seat per month; live chat plus shared inbox$39+$39 /mo +/emp
- AdvancedPer seat per month; adds automation, workflows$99+$99 /mo +/emp
- ExpertPer seat per month; full platform with advanced analytics$139+$139 /mo +/emp
- Fin AI Agent add-onApproximately $0.99 per AI resolution on top of seat feesQuote
- · Annual price increases (5 to 15 percent reported)
- · Fin per-resolution scales with volume
- · Proactive messaging add-ons priced separately
- · Phone and SMS channels priced separately
Key features
- +In-app messenger
- +Web-based live chat
- +Shared team inbox
- +Visitor identification and routing
- +Knowledge base integration
- +Native Fin AI handoff
- +Mobile SDKs
- +Workflow automation
Drift Live Chat
Drift live chat folded into Salesloft Revenue Workflow after Feb 2024 acquisition.
Drift Live Chat is the live chat module from Drift, the conversational marketing platform Salesloft acquired in February 2024 for an undisclosed sum (Drift was last valued near $1.1B before the deal). Post-acquisition, Drift has been integrated into Salesloft Revenue Workflow, with Salesloft positioning Drift as the sales-side conversational layer that captures, qualifies, and routes inbound leads to revenue teams. Strengths: strong B2B sales-and-marketing fit, native Salesforce and HubSpot integration, AI conversation routing, and Salesloft revenue-platform context. Trade-offs: post-acquisition roadmap uncertainty (Drift product team partly restructured), pricing has moved opaque (call-for-quote for most tiers), and Drift as a standalone live chat product is being de-emphasized in favor of bundled Salesloft Revenue Workflow positioning.
B2B sales-led companies (100 to 10,000 employees) using Salesloft for revenue workflow, wanting live chat as the inbound lead capture and routing channel.
Customer support teams (Intercom or LiveChat better), SMBs (priced for mid-market and enterprise), or buyers wanting transparent pricing (Drift moved opaque post-acquisition).
Strengths
- Strong B2B sales-led live chat fit
- Native Salesloft Revenue Workflow integration
- AI conversation routing for inbound leads
- Salesforce and HubSpot native integration
- Account-based marketing fit
- Strong meeting-booking workflows
Weaknesses
- Post-acquisition roadmap uncertainty (Salesloft restructured Drift team)
- Pricing has moved opaque (call-for-quote)
- Drift as standalone live chat de-emphasized
- Annual price increases reported
- Live chat for support (vs sales) less invested
Pricing tiers
opaque- Drift PremiumReported $2,500 to $5,000 per month minimum (legacy pricing)Quote
- Drift AdvancedReported $5,000 to $15,000 per month for mid-market and enterpriseQuote
- Drift EnterpriseCustom; bundled with Salesloft Revenue WorkflowQuote
- · Salesloft Revenue Workflow add-on pricing
- · Implementation services
- · AI conversation costs (separate from live chat)
- · Annual price increases (post-acquisition)
Key features
- +Live chat for B2B sales sites
- +AI conversation routing
- +Meeting booking
- +Account-based marketing playbooks
- +Salesforce and HubSpot sync
- +Visitor identification
- +Video messaging
- +Salesloft Revenue Workflow integration
LiveChat
Warsaw Stock Exchange-listed pure-play live chat with 20+ year track record.
LiveChat is the flagship product of LiveChat Software S.A., the Polish-headquartered live chat vendor listed on the Warsaw Stock Exchange (ticker LVC) with monthly KPI disclosures. Founded in 2002, the company has built a 20-year track record of pure-play live chat, recently extended with ChatBot.com (separate product) and HelpDesk.com. Strengths: financial transparency unmatched in the category (Warsaw Stock Exchange-listed), pricing transparency with published rates, no per-resolution AI surprises, and strong global customer base across e-commerce and SaaS. Trade-offs: smaller US sales footprint than Intercom or Drift, AI features lag behind US-centric vendors (though chatbot tier is improving), and live chat as a standalone is increasingly squeezed by bundled helpdesk and AI competitors.
SMB and mid-market companies (10 to 500 employees) wanting pure-play live chat with transparent pricing, Warsaw Stock Exchange financial transparency, and no AI bundling pressure.
Enterprise buyers wanting bundled AI agent (Intercom Fin or Zendesk AI better), sales-led B2B (Drift better fit), or buyers needing FedRAMP authorization.
Strengths
- Warsaw Stock Exchange-listed with monthly KPI disclosures
- Pricing transparency (published per-seat rates)
- No per-resolution AI pricing surprises
- 20-year pure-play live chat track record
- Strong global e-commerce and SaaS customer base
- Polish data-residency option for EU buyers
Weaknesses
- Smaller US sales footprint than Intercom or Drift
- AI features lag behind US-centric competitors
- Live chat as standalone increasingly squeezed
- Helpdesk module less mature than Zendesk
- Sales motion less aggressive than US peers
Pricing tiers
public- StarterPer seat per month; live chat plus basics$24+$24 /mo +/emp
- TeamPer seat per month; unlimited history, agent groups$49+$49 /mo +/emp
- BusinessPer seat per month; staffing prediction, work scheduler$69+$69 /mo +/emp
- EnterpriseCustom; SSO, security audit, dedicated supportQuote
- · ChatBot.com is a separate product with separate pricing
- · HelpDesk.com is a separate product
- · Premium add-ons (advanced reporting, etc.) cost extra
Key features
- +Web-based live chat
- +Multi-channel (web, messenger, WhatsApp, email)
- +Agent groups and routing
- +Canned responses and shortcuts
- +Ticket integration with HelpDesk.com
- +Chatbot integration with ChatBot.com
- +Reports and analytics
- +Mobile apps
Olark
Founder-led live chat with transparent pricing and no AI upsell games.
Olark is a long-standing founder-led live chat vendor, founded in 2009 by Ben Congleton and Matt Pizzimenti. The product remains independent (no private equity, no acquisitions to integrate) and the founders are still running the company in 2026. Olark deliberately stays focused on live chat as the primary product, with conservative AI feature additions and transparent published pricing. Strengths: founder-led stability, transparent pricing, simple deployment (drop-in chat widget), strong accessibility compliance (WCAG 2.1 AA reference), and no AI pricing surprises. Trade-offs: feature set deliberately narrower than Intercom or LiveChat, AI capability is intentionally light, and the company is smaller (no big enterprise sales motion). Best for SMBs and mid-market buyers who want a stable, simple live chat without category-wide AI hype.
SMB and mid-market companies (10 to 500 employees) wanting stable, simple live chat from a founder-led vendor with transparent pricing and no AI hype.
Enterprise buyers wanting AI agent bundle (Intercom Fin or Zendesk AI better), B2B sales-led (Drift better), or buyers wanting cutting-edge AI features.
Strengths
- Founder-led stability (no PE, no acquisition)
- Transparent pricing (published per-seat rates)
- Simple deployment (drop-in chat widget)
- Strong WCAG 2.1 AA accessibility compliance
- No AI upsell pressure
- Stable feature set for 15+ years
Weaknesses
- Feature set narrower than Intercom or LiveChat
- AI capability intentionally light
- Smaller company (no enterprise sales motion)
- Innovation pace deliberately conservative
- Mobile SDKs less mature than Intercom
Pricing tiers
public- Olark StandardPer seat per month, annual billing; live chat plus core features$29+$29 /mo +/emp
- Olark ProPer seat per month with advanced reporting and integrations$49+$49 /mo +/emp
- · PowerUps (chatbot, co-browsing, etc.) priced separately as add-ons
- · Month-to-month pricing is higher than annual
Key features
- +Web-based live chat widget
- +Visitor identification and targeting
- +Canned responses
- +Chat transcripts and email follow-up
- +Reports and analytics
- +Mobile apps
- +WCAG 2.1 AA compliant widget
- +PowerUps (add-ons)
Zendesk Chat
Zendesk Chat (formerly Zopim) bundled inside Zendesk Suite under PE ownership.
Zendesk Chat is the live chat module inside Zendesk Suite, originally Zopim (acquired by Zendesk in 2014). In November 2022 a Permira and Hellman & Friedman consortium completed a $10.2 billion take-private of Zendesk, making the company PE-backed. Zendesk Chat is now bundled inside Zendesk Suite tiers with Zendesk AI Agents (covered as zendesk-ai in our Top 10 AI Chatbots ranking) fronting the AI layer. Strengths: native Zendesk Suite integration, default for Zendesk-anchored support orgs, mature parent helpdesk, and 300+ integration ecosystem. Trade-offs: outside Zendesk ecosystem irrelevant, pricing increases reported post-Permira and H&F acquisition, support inconsistency post-acquisition, and Zendesk Chat as a standalone product is no longer sold (Zopim line discontinued).
Zendesk-anchored support orgs (50 to 50,000 employees) wanting live chat bundled with Zendesk Suite without adding a separate live chat vendor.
Non-Zendesk shops (Intercom or LiveChat better), buyers wanting transparent pricing (Zendesk pricing moved opaque post-acquisition), or budget-conscious SMBs (Tawk.to or Crisp cheaper).
Strengths
- Native Zendesk Suite integration
- Default for Zendesk-anchored support orgs
- Mature parent helpdesk
- 300+ integration ecosystem
- Multi-channel native (web, mobile, social)
- Strong reporting and analytics
Weaknesses
- Outside Zendesk ecosystem irrelevant
- Pricing increases reported post-Permira / H&F acquisition
- Support inconsistency post-acquisition
- Zendesk Chat standalone no longer sold (Zopim discontinued)
- Innovation pace below newer pure-plays
Pricing tiers
partial- Suite TeamPer seat per month; live chat included$55+$55 /mo +/emp
- Suite GrowthPer seat per month; live chat plus AI features$89+$89 /mo +/emp
- Suite ProfessionalPer seat per month; full Zendesk Suite$115+$115 /mo +/emp
- Suite EnterprisePer seat per month; enterprise features plus SLA$169+$169 /mo +/emp
- · AI Agents priced separately (per-resolution at $1.50)
- · Annual price increases (reported post-acquisition)
- · Implementation services
- · Advanced add-ons (WFM, QA)
Key features
- +Live chat widget inside Zendesk Suite
- +Multi-channel (web, mobile, social, email, voice)
- +Shared agent workspace
- +AI Agents handoff
- +Reporting and analytics
- +Mobile SDKs
- +300+ integrations
- +Workforce management add-on
ChatBot
LiveChat Inc-owned chatbot product designed to pair with LiveChat for human handoff.
ChatBot (ChatBot.com) is the chatbot product from LiveChat Software S.A., the Polish company also behind LiveChat (covered as livechat-inc in this ranking) and HelpDesk.com. Founded in 2017 as a separate product, ChatBot is designed to handle automated conversations and pass live human handoff to LiveChat agents. Strengths: tight LiveChat integration, Warsaw Stock Exchange financial transparency (parent company), visual chatbot builder, and per-chat or per-month pricing options. Trade-offs: less AI-sophisticated than Intercom Fin or Drift AI, requires LiveChat subscription for human handoff (combined cost adds up), and the standalone product is less differentiated than the LiveChat plus ChatBot combo.
SMB and mid-market companies (10 to 500 employees) already on LiveChat wanting an integrated chatbot for automated conversations with human handoff to LiveChat agents.
Enterprise buyers wanting AI agent depth (Intercom Fin or Sierra better), companies not using LiveChat (less integrated value), or buyers needing best-in-class generative AI.
Strengths
- Tight LiveChat integration for human handoff
- Parent company Warsaw Stock Exchange-listed
- Visual chatbot builder (no-code)
- Transparent published pricing
- 20+ language support
- Pre-built templates for common use cases
Weaknesses
- Less AI-sophisticated than Intercom Fin
- Best paired with LiveChat (additional cost)
- Smaller US sales footprint
- AI capabilities lag US-centric competitors
- Standalone less compelling than bundle
Pricing tiers
public- Starter1,000 valid chats per month; one active chatbot story$65 /mo
- Team5,000 valid chats per month; five active stories$169 /mo
- Business25,000 valid chats per month; unlimited stories$499 /mo
- EnterpriseCustom; dedicated support, SSOQuote
- · LiveChat subscription needed for human handoff
- · Overage charges on chat volume
- · Premium AI features cost extra
Key features
- +Visual chatbot builder
- +Pre-built templates
- +LiveChat human handoff
- +Multi-channel (web, Facebook Messenger, Slack)
- +Analytics dashboard
- +20+ language support
- +API access
- +Integrations marketplace
Pure Chat
Ruby-owned simple SMB live chat with Ruby live-agent upsell.
Pure Chat is a simple SMB-focused live chat product founded in 2012 and acquired by Ruby Receptionists (the live receptionist services company) in 2018. The product remains positioned as an affordable, simple live chat with Ruby live-agent services available as an upsell for businesses that want trained humans answering chats. Strengths: simple deployment, transparent published pricing, Ruby live-agent upsell available, and SMB-friendly feature set. Trade-offs: feature depth narrower than Intercom, LiveChat, or Crisp; AI capability is minimal; product development pace is conservative post-Ruby acquisition; and Ruby focus is primarily US-based small businesses. Best for US SMBs wanting simple live chat with optional Ruby live-agent service.
US-based SMBs (1 to 50 employees) wanting simple live chat with optional Ruby live-receptionist services for businesses that need trained humans answering chats.
Enterprise buyers (Intercom or LiveChat better), international companies (LiveChat or Crisp better global support), or buyers needing modern AI capabilities.
Strengths
- Simple deployment
- Transparent published pricing
- Ruby live-agent upsell available
- SMB-friendly feature set
- US-based support
- Owned by Ruby Receptionists (live-agent expertise)
Weaknesses
- Feature depth narrower than category leaders
- AI capability minimal
- Product development pace conservative
- Mostly US-focused (limited international support)
- Mobile apps less mature
Pricing tiers
public- GrowthUp to 4 users; live chat, real-time visitor info$49 /mo
- ProUp to 4 users; advanced features, security$99 /mo
- Ruby Live AgentsRuby live-receptionist agents handling chats; per-conversation pricingQuote
- · Additional users beyond plan caps cost extra
- · Ruby live-agent services priced per conversation
- · Integrations beyond basics may require Pro tier
Key features
- +Live chat widget
- +Real-time visitor monitoring
- +Canned responses
- +Mobile apps
- +Ruby live-agent upsell
- +Trigger-based chat invitations
- +Reporting and analytics
- +WordPress and Shopify integration
Crisp
Modern French-headquartered live chat plus helpdesk for SMBs.
Crisp is a French-headquartered live chat plus helpdesk platform founded in 2015 by Baptiste Jamin and Valerian Saliou. The product combines live chat, shared inbox, knowledge base, CRM lite, and chatbot in a single SMB-priced bundle. Strengths: modern UX, multi-channel native (web, email, WhatsApp, Messenger, Twitter, SMS), strong EU buyer fit including French and German native support, and bundled positioning at SMB price points. Trade-offs: feature depth in each module is less than category-leading specialists (helpdesk less than Zendesk, chatbot less than ChatBot.com), AI features still maturing, and US sales footprint smaller than Intercom or LiveChat. Best for European SMBs wanting one bundled tool over multiple specialized vendors.
European SMB and small mid-market companies (5 to 200 employees) wanting one bundled tool for live chat, helpdesk, knowledge base, and CRM at SMB pricing.
Enterprise buyers (Intercom or Zendesk better depth), US-anchored sales orgs (Drift or Intercom better US footprint), or buyers needing best-in-class chatbot AI.
Strengths
- Bundled live chat plus helpdesk plus knowledge base plus CRM
- Modern UX
- Multi-channel native (web, WhatsApp, Messenger, SMS, email)
- Strong EU buyer fit (France, Germany, Spain, Italy)
- SMB pricing
- GDPR-native by design
Weaknesses
- Feature depth per module less than specialists
- AI features still maturing
- US sales footprint smaller
- Helpdesk module less mature than Zendesk
- Smaller integration ecosystem
Pricing tiers
public- BasicFree tier; 2 seats, basic live chat$0 /mo
- ProPer workspace per month; 4 seats included, advanced features$25 /mo
- UnlimitedPer workspace per month; unlimited seats, full platform$95 /mo
- · Additional seats beyond plan caps cost extra
- · WhatsApp Business API messaging costs are passed through
Key features
- +Live chat widget
- +Shared inbox
- +Knowledge base
- +CRM lite
- +Chatbot builder
- +Multi-channel (web, WhatsApp, Messenger, email, SMS)
- +Video and audio calls in chat
- +Status page
Smartsupp
Czech-headquartered SMB live chat with video recordings and Central European compliance fit.
Smartsupp is a Czech-headquartered live chat product founded in 2013 in Brno. The product targets SMBs across Central and Eastern Europe with a distinctive feature: session video recordings showing how visitors interact with the site before initiating chat. Strengths: SMB pricing, video session recordings (rare in category), Central European data residency, GDPR-native, and free tier for small teams. Trade-offs: feature set narrower than Intercom or LiveChat, smaller US sales footprint, AI features still emerging, and language support strongest in Czech, Slovak, Polish, German, and English.
Central and Eastern European SMBs (5 to 200 employees) wanting affordable live chat with video session recordings and CEE language and data residency fit.
Enterprise buyers (Intercom or LiveChat better depth), US-anchored sales orgs (Drift or Intercom better fit), or buyers needing best-in-class AI agent.
Strengths
- SMB-friendly pricing
- Video session recordings (distinctive feature)
- Central European data residency
- GDPR-native by design
- Free tier for small teams
- Strong CEE language support (Czech, Slovak, Polish, German)
Weaknesses
- Feature set narrower than Intercom or LiveChat
- Smaller US sales footprint
- AI features still emerging
- Helpdesk module light
- Integration ecosystem smaller
Pricing tiers
public- FreeUp to 3 agents, basic live chat, limited features$0 /mo
- StandardPer agent per month; full live chat plus video recordings$19+$19 /mo +/emp
- ProPer agent per month; AI chatbot plus advanced features$39+$39 /mo +/emp
- UltimateCustom; enterprise features and SLAQuote
- · Annual pricing required for best per-agent rates
- · Premium support priced separately on free and Standard tiers
Key features
- +Live chat widget
- +Video session recordings
- +AI chatbot (Pro tier)
- +Visitor monitoring
- +Mobile apps
- +Multi-language support
- +Integration with e-commerce platforms
- +Reports and analytics
Tawk.to
Genuinely free live chat with optional paid live-agent services.
Tawk.to is a genuinely free live chat platform founded in 2012. The free model is sustainable through paid add-on services (hired live chat agents at $1 per hour, premium AI assistance, branding removal at $19 per month, video plus voice). Strengths: free tier is genuinely usable for unlimited agents and unlimited chats, no per-seat fee, paid services are genuinely optional, and the platform has scaled to 6 million-plus businesses worldwide. Trade-offs: free model means feature depth is intentionally narrower than paid competitors, support is community-driven for free users, AI capability is limited compared to Intercom Fin or paid LiveChat, and the brand presence on chat widget is the trade-off for free use (removable at $19 per month).
SMBs, solopreneurs, non-profits, and budget-constrained companies (1 to 100 employees) wanting genuinely free live chat with optional paid live-agent help.
Enterprise buyers (no enterprise SLAs on free tier), companies needing best-in-class AI (Intercom Fin or paid LiveChat better), or buyers needing branded widget by default.
Strengths
- Genuinely free tier with unlimited agents and chats
- Sustainable free model (paid services are real revenue)
- Hired live chat agents at $1 per hour
- Scaled to 6 million-plus businesses
- Simple deployment
- No per-seat fee surprises
Weaknesses
- Feature depth narrower than paid competitors
- Free tier shows Tawk.to branding on widget
- Support community-driven for free users
- AI capability limited vs Intercom Fin
- Reporting and analytics less mature
Pricing tiers
public- FreeUnlimited agents, unlimited chats, Tawk.to-branded widget$0 /mo
- Remove BrandingPer month to remove Tawk.to branding from widget$19 /mo
- Hired Live AgentsPer hour for trained live chat agents working your queue 24/7$1 /mo
- AI AssistPer month for AI assistance features$29 /mo
- · Paid services (hired agents, AI assist) are optional but useful
- · Custom integrations may require developer time
Key features
- +Free live chat widget
- +Unlimited agents and chats
- +Visitor monitoring
- +Mobile apps (iOS, Android)
- +Ticketing system
- +Knowledge base
- +Hired live agents marketplace
- +AI assist (paid)
Frequently asked questions
The questions buyers actually ask before they sign.
Intercom vs. Drift/Salesloft vs. LiveChat Inc for US B2B SaaS in 2026?
Does HIPAA require special configuration for live chat in US healthcare?
Tawk.to free tier: what are the actual limitations for a US SMB?
Live chat vs AI chatbot, which one should I buy?
Salesloft acquired Drift, what changed?
How does Intercom Fin integrate with Intercom Live Chat?
Is Tawk.to really free, or is there a catch?
When does live chat still win over AI chatbots?
How much should I budget for live chat software?
Why is LiveChat Software listed on the Warsaw Stock Exchange a big deal?
What happened to Zendesk Chat (formerly Zopim) after the Permira and H&F acquisition?
Do I need separate live chat and helpdesk products, or can one tool do both?
How do I evaluate live chat vendors that have been acquired?
Final word
Looking at a different market? See the global Live Chat Software ranking, or pick another country at the top of this page.
Last updated 2026-05-19. Local pricing reverified quarterly. Found something inaccurate? Tell us.