Who this comparison is for
LiveConnect highlights
- Per-channel concurrency caps and sticky routing
- QA rubrics, whisper & barge for coaching
Freshdesk (Freshchat) highlights
- Simple onboarding for email + chat ticketing
Capability matrix
| Capability | LiveConnect | Freshdesk (Freshchat) | Notes |
|---|---|---|---|
| Instagram/FB DMs, WhatsApp, SMS | Full | Partial | PulseGate connectors & templates |
| SLA timers (FRT/ART) visible to agents | Native | Partial | Timers + FlowForge alerts |
| Coaching (observe/whisper/barge) | Full | Partial | Within the same session pane |
| Payments & refunds in chat | Native | Add-on | PayStream hooks + auto-tag |
| Voice escalation with shared context | Native | Add-on | VoiceLink transcript & recording |
| Data retention & redaction controls | Full | Full | Workspace compliance policies |
- Plan tiers affect social/WA coverage and automations.
Total cost of ownership
LiveConnect’s out-of-box ops features (SLA clocks, coaching, native payments/voice) reduce tool sprawl and toggling—lowering operational costs as channels scale.
Assumptions
- 6–12 agents; 3–5 channels; seasonality spikes
Migration plan
From Freshdesk · Queue-by-queue transition with connector mirroring
-
1
Replicate business hours, skills, and macros
-
2
Connect channels in PulseGate; verify webhook health
-
3
Switch widget & social entry points by brand/region
Security
- RBAC, audit logs, export API
- SecureStore for uploads with AV scan
Evidence & sources
| Claim | Value | Source |
|---|---|---|
| Routing & skills guide | Queues, skills & sticky assignment | product_docs |
| SLA & surge controls | Timers + automated deflection | product_docs |
About LiveConnect
LiveConnect brings every customer conversation into one queue—web chat, Instagram/Facebook DMs, WhatsApp/SMS, Telegram, and email handoff—so teams never miss a moment. Agents work faster with AI reply drafts, KB suggestions, and one-click ticket creation in Agent Desk. Supervisors manage skills routing, concurrency, SLAs, and wallboards. All messages, files, and actions are logged to Chronicle; attachments are virus-scanned via SecureStore. Built on Chat Core orchestration for reliable routing, triage, and guardrails.