HubSpot Live Chat Review: Features, Pricing, & Alternatives

Our Verdict

Considering HubSpot live chat for your business? Read on to learn more about its features, ratings, and other alternatives.

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HubSpot Live Chat HubSpot Live Chat
Software Type: Live chat software
Best For: Startups, freelancers, companies looking to scale their businesses with marketing
Pricing: Free - $90/user/mo
  • Free forever plan
  • Library of integrations
  • Automated customer support
  • Access to HubSpot product suite
  • Steep learning curve
  • Higher pricing for better features

HubSpot Live Chat is a module offered within HubSpot CRM that enhances customer experience, satisfaction, sales, engagement, and lead creation by enabling customers to conveniently contact you. 

It offers a free option for you to get started with, along with scalable pricing plans. 

In this review, we’ll explore HubSpot to learn how it benefits businesses and see if it’s the best option for you.

SMB Guide’s Verdict for HubSpot

SMB Guide’s Verdict for HubSpot

SMB Guide applies a wide range of assessment standards to the products we review. If you want more information, visit the SMB Guide Evaluation Criteria page.

SMB Guide’s overall rating for HubSpot is 8.5 out of 10.

Here’s the detailed breakdown of the scoring for each factor:

FactorRating (out of 10)
Pricing & Plans7.5
Real-Time Messaging & Canned responses8
Live Chat AI & Natural Language Processing (NLP)9
Customizable Chat Widgets9
Visitor Tracking and Analytics9
User Interface and User Experience8.5
Integrations and Compatibility9.5
Customer Support9
SMB Guide Rating8.5

HubSpot is a great choice for managing both small and large organizations. Along with live chat, this software provides contact management and sales automation, making it a simple, all-in-one solution for improving client relationships. 

Its interface is simple to use, the features are comprehensive, and the pricing options are flexible enough to meet the needs of all businesses.

Pricing & Plans

The HubSpot pricing varies based on the hub you register for. HubSpot offers a free plan to all its users. With the free plan, you can create forms, integrate Facebook Messenger and WhatsApp, add a live chat feature to your website, and add up to 1000 contacts on ten email lists.

Email campaigns can also be designed and integrated.

HubSpot Live Chat pricing

Additionally, you can make pop-ups and landing pages with the free plan. However, you will be stuck with HubSpot branding throughout your campaigns if you don’t upgrade your subscription.

For companies whose main priority is selling their goods or services, The Marketing Hub is the best option. It includes three plans: Starter, Professional, and Enterprise.

With this hub, you can use live chat to interact with customers and develop landing pages, emails, and more. You can also create multi-channel campaigns, incorporate social media, and receive SEO assistance.

Free Plan

The free plan offers you basic tools to get started.


  • Free


  • Marketing tools
  • Sales tools
  • Service tools
  • CMS tools
  • Operations tools
  • Commerce tools

Who it’s for: Solopreneurs, freelancers, and small businesses looking for free powerful tools for CRM.

Starter Plan

The starter plan comes with basic tools for operations, sales, customer service, content management systems (CMS), and marketing.


  • $18 per month (billed annually)
  • $20 per month (billed monthly)


  • Marketing Hub Starter with 1,000 marketing contacts
  • Sales Hub Starter with 2 paid users
  • Service Hub Starter with 2 paid users
  • CMS Hub Starter
  • Operations Hub Starter
  • Commerce Hub

Who it’s for: Small businesses, start-ups looking for CRM solutions

Professional Plan

This plan comes with full tools for operations, sales, marketing, and customer service.


  • $1,600 per month (billed annually)
  • $1,780 per month (billed monthly)


  • Everything included in the Starter Plan, plus:
  • Marketing Hub Professional with 2,000 marketing contacts
  • Sales Hub Professional with 5 paid users
  • Service Hub Professional with 5 paid users
  • CMS Hub Professional
  • Operations Hub Professional
  • Commerce Hub

Who it’s for: Businesses looking for professional CRM solutions or digital marketing platforms

Enterprise Plan

This plan comes with the most advanced tools for operations, sales, customer service, marketing, and CMS.


  • $5,000 per month (billed annually & monthly)


  • Everything in Professional Plan
  • Marketing Hub Enterprise with 10,000 marketing contacts
  • Sales Hub Enterprise with10 paid users
  • Service Hub Enterprise with 10 paid users
  • CMS Hub Enterprise
  • Operations Hub Enterprise
  • Commerce Hub

Who it’s for: Enterprises looking for advanced digital marketing and CRM solutions

HubSpot Live Chat

Connect with your website visitors in real time to convert new leads, close more deals, and provide better support to your customers.

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Real-Time Messaging & Canned Responses

With HubSpot, you can embed the live chat widget into your website and social media channels and avail many options for customizing live chat and the widget to best match your needs.

HubSpot chatflows

You can create a chatflow that allows visitors to speak with your representatives directly. Visitors can click the live chat widget to initiate a real-time chat with a member of your staff on any page of your website.

You can also develop a bot if you want to set up a chatflow with a bot that sends automated responses to the visitors to your website.

HubSpot also features snippets which are basically text templates. It helps live chat agents save time by responding with these pre-written replies and they come in particularly handy when responding to commonly requested queries.

You can also save these brief, reusable text blocks to use in emails and discussions. Another feature offered by HubSpot is chat labels.

By adding labels to a chat, your team can quickly identify the contact. For example, you can designate a lead as a “strong potential or a “deal secured.”

Live Chat AI & NLP

HubSpot’s Live Chat feature helps you to guide visitors around your website and respond to inquiries in real-time, allowing you to engage your audience promptly.

HubSpot chatbot builder

A chatbot builder is part of the HubSpot live chat platform. You can use the chatbot to initiate the first interaction with your visitors to get some information about their queries.

They can then be directed to a live chat agent based on the information the bot collects. HubSpot also offers email writing powered by AI that lets you create engaging email content with ease using HubSpot CRM’s AI Email Writer.

You can save a ton of time and effort by using this program, which uses artificial intelligence to generate email text automatically.

Customizable Chat Widgets

You can have live chats on your website with prospects and customers using HubSpot’s Live Chat widget.

HubSpot Live Chat widget

HubSpot also allows you to modify the widget’s appearance and behavior to suit your needs, allowing you to provide visitors with a better user experience.

The chat heading, chat widget behavior, and chat widget triggers can all be customized in the Display tab of the live chat.  

You can also alter the chat widget’s appearance in your email settings to change the accent color and location of the live chat on the page.

HubSpot lets you create a welcome message for your visitors and modify the functionality of the chat widget. With the HubSpot API, you can also personalize your live chat or incorporate a chat widget into your single-page application.

This includes customizing the live chat widget’s appearance on your website pages and the live chat widget can be shown based on pre-existing visitor data or when a visitor lands on a certain page URL.

Additionally, you can mix and match the targeting options to provide your site’s visitors with a customized, personalized experience.

Visitor Tracking and Analytics

HubSpot offers real-time tracking and analysis of sales activity.  It helps you keep tabs on current discussions, track the status of deals, and monitor to ensure the completion of assignments.

You can easily maintain your competitive edge in sales with the help of this function.

HubSpot Live Chat analytics

The Reporting Tab gives information on the performance of marketing, sales, and service activities.

You can generate reports to evaluate key indicators, set targets, and assess the performance of your campaigns. It can help develop plans and make well-informed judgments.

With HubSpot, you can monitor the traffic and understand the source and countries of your visitors, the exploring behavior of visitors, and track how customers react to blogs, emails and more.

The Custom Reports option is also available if you’re looking for reports of a specific type. Another great Reports feature is that you can restore any deleted reports within 14 days.

HubSpot helps nurture prospects and turn them into loyal customers. It offers lead Management and tracking with simple management and tracking of leads at every stage of the sales process, guaranteeing that no opportunities are lost.

User Interface and User Experience

HubSpot’s platform is simple to use, even with its complicated modular pricing system. Even with the free plan, it’s no trouble getting about the software.

The hundreds of features in the software are expertly made accessible and user-friendly by the creators.

HubSpot Live Chat interface

The program doesn’t compromise intuitiveness to gain power. The software has an intuitive interface that is carefully designed for simple navigation.

Its user-friendly interface reduces the learning curve for both novice and experienced users, enabling you to handle contacts and transactions quickly and easily.

It gathers all client information into a single location. A comprehensive picture of all of your contacts, interactions, and communication history makes it simple to maintain organization and improve the understanding of client connections.

It also offers comprehensive step-by-step guides for easy onboarding.

Integrations and Compatibility

HubSpot’s popularity stems from its user-friendly interface and easy integrations with other third-party tools for sales, marketing, and customer support.

The platform offers 100+ integrations and provides complimentary resources to enhance customer relationship management.

Some of the integrations offered by HubSpot include:

  • Live chat with Facebook Messenger, WhatsApp Business, Intercom and more
  • Advertising with Facebook Ads, Google Ads, LinkedIn Ads and more
  • CMS with Canva, Wix App, CoSchedule and more
  • Email marketing with MailChimp, NeverBounce, Kickbox and more
  • Lead generation with Typeform, Gravity Forms, Jotform and more
  • SMS with Sakari SMS, Salesmsg SMS, SMS Factor and more
  • Video support with Google Meet, Vimeo, Webex and more
  • CRM with Salesforce, Clearbit, Pipedrive and more
  • Survey with SurveyMonkey, Survicate, SurveySparrow and more

HubSpot also offers API integrations and works perfectly on Windows, MacOS and Linux. It also has dedicated Android and iOS apps.

Customer Support

One of HubSpot’s most notable features is the quality of its customer service. You can reach the support staff through phone, email, or live chat, depending on the plan you select.

HubSpot help center

Extra services offered by HubSpot go beyond basic assistance and include comprehensive onboarding strategies, interactive training, 1:1 consultation, and more.

Even though these support options are only available with subscription plans, the free version still provides users with access to a comprehensive online knowledge base and community.

The knowledge base includes comprehensive guides, blogs, and articles. You can also avail of training to gain a better understanding of HubSpot tools.

Moreover, HubSpot Support is available on social media and networking platforms including YouTube, Instagram, and X (formerly Twitter) where they share tips and tricks.

HubSpot Live Chat — Unique Features

HubSpot offers a lot of innovative features as part of its CRM suite of tools.

Here are two of the best up for grabs within its Live Chat feature.

Writing tools powered by AI

You can get the newest AI writing tools with HubSpot. This feature’s ability to learn both you and your audience is its most appealing aspect.

HubSpot AI writing tool

With increasingly complex segments, artificial intelligence (AI) can be used to adjust the message’s tone and make sure all the recipients are listed correctly.

Integrated tools for video marketing

You can easily include and embed videos in your email campaigns and landing pages with HubSpot to enhance your marketing with modern visual strategies.

HubSpot video marketing tool

Additionally, HubSpot offers sophisticated video analytics so you can assess the effectiveness of your video marketing campaigns.

Video analytics allow you to monitor metrics like views, interaction, and exit points to see how effective your video is.

What the Experts Say About HubSpot

HubSpot has a 4.4 rating on G2 with 10,710 reviews and a 4.5 rating on Capterra with 5,847 reviews. It is praised for its customer service and integrations.

Jess W., a freelance marketer, event & content producer reviewed it on the G2 platform and calls HubSpot “a powerful tool that’s easy to use with lots of features.” She adds, “I really like the simple interface to design email templates, and the ability to track required data. We use this monthly at a minimum.” She also praises the easy integration of different content styles into email communications.

Another user called Fikru, a project manager in Ethiopia, gives 4 stars to HubSpot on Capterra and calls it easy to use. but dislikes its pricing. He also notes some cons including the following, “The more awful thing with HubSpot is its cost and when you arrive at limits for adding contacts inside HubSpot – you are accused of a gigantic measure of cash.

HubSpot Live Chat Alternatives

While HubSpot is an industry leader, it is not a one-size-fits-all solution. Companies can look for alternatives for various reasons, including affordability, specialization, and feature preferences.

Let’s look at the top alternatives to HubSpot Live Chat to help you find the platform that best fits your business needs.

Free - $499/mo
$25/user/mo - $149/user/mo
$39/user/mo - $139/user/mo
Free - $499/mo
$25/user/mo - $149/user/mo
$39/user/mo - $139/user/mo


tidio homepage

Tidio is a business-focused live chat platform that combines email, Messenger, and live chat. Its major purpose is to automate the many stages of client engagement that take place on the website.

Tidio offers free capabilities, making it an excellent choice if you’re looking for advanced chatbots and automation. The free plan allows for a maximum of three agents, and Tidio’s subscription plan begins at $29 per month.

It is ideal for small and medium-sized enterprises because it includes all of the chat capabilities they need to communicate with their clients.

Get started with Tidio for free!


Zendesk homepage

Zendesk is a cloud-based help desk management solution that includes capabilities for building online communities, knowledge bases, and customer support portals.

The basic plan called the Suite Team of Zendesk starts at $69 per month, or $55 per month if paid annually. 

Zendesk is an excellent alternative for firms seeking more advanced and extensive statistics to evaluate client needs. Despite its costly subscription prices, it attempts to provide a higher ROI.


Intercom homepage

Intercom is a Conversational Relationship Platform that improves client connections by providing live chat, chatbots, and help desk services. It has an intuitive interface, built-in AI and NLP, built-in live chat, and over 100 direct connectors.

The starting plan called the Essential plan starts at $39 per month.

This software is perfect for SaaS organizations, but it can also be used by any online merchant that wants to respond to visitor questions.

Getting Started with HubSpot Live Chat

HubSpot is a well-established platform that provides a comprehensive suite of tools for marketing, sales, and customer service.

This platform is a popular choice for organizations because of its comprehensive feature set, which facilitates customer interactions, lead nurturing, and conversion.

With an impressive array of customization options and hundreds of integrations, HubSpot offers a robust feature set across all of its plans.

If you’re looking for a sophisticated, flexible, AI-powered platform for live chat, marketing, and sales, then this is an excellent option.

Try HubSpot Live Chat for free today!

Other options: Best HubSpot Live Chat alternatives


What is HubSpot’s primary feature?

HubSpot assists companies in managing client contacts, capturing and converting leads, automating workflows, and closing deals.

It also offers content generation tools that can help you grow your inbound marketing activities.

What assistance does HubSpot offer to free users?

HubSpot provides free users with access to a variety of support options:

– HubSpot Academy allows free users to improve their skills.
– Knowledge Base offers professional guidance on HubSpot technologies. 
– HubSpot Community allows free users to chat with other software users.

HubSpot also supports many languages including English, French, German, Japanese, and Portuguese, are also supported by HubSpot.

How can you access HubSpot Live Chat?

Select Conversations > Inbox from within your HubSpot account. To open a chat conversation, click on it in the left sidebar.

Related reading:

HubSpot Live Chat

Connect with your website visitors in real time to convert new leads, close more deals, and provide better support to your customers.

Get started free
We earn a commission if you make a purchase, at no additional cost to you.
HubSpot Live Chat

Adding HubSpot's free live chat widget to your website will help you engage more website visitors, provide better support, and close more deals.

Product Brand: HubSpot

Editor's Rating:

Beatrice is a seasoned productivity writer with a knack for uncovering game-changing productivity hacks that simplify life routines. Armed with a triple major in Commerce, Accounting, and Insurance, she also runs her own digital consulting firm. You'll usually find her immersed in crafting captivating literary novels and traveling the world.