Lobbi vs Freshdesk
Lobbi.ai is an AI-first contact center platform with real-time voice AI, chat, email, SMS and WhatsApp in one plan with unlimited users.
Voice, chat, email, SMS and WhatsApp in one plan — users and usage included.
Freshdesk and Freshdesk Omni are priced per agent, with Freddy AI Copilot as a per-agent add-on, Freddy AI Agent sessions billed beyond the included amount, and phone minutes charged through Freshcaller. Lobbi plans include unlimited users, a conversation volume with all Twilio and AI usage, and white-glove onboarding.
Why teams choose Lobbi over Freshdesk
Voice, chat, email, SMS and WhatsApp in one plan
Unlimited users on every plan — no per-agent pricing
All Twilio and AI usage included in the plan price
Bot versioning with visual diff and instant rollback
Twilio Flex for enterprise agent desktop
Real-time wallboards shareable to a TV screen without login
White-glove implementation included
CSAT quality controls with low-score reasons
Feature-by-feature comparison
| Feature | Lobbi | Freshdesk |
|---|---|---|
| Voice AI (real-time) | ||
| Unified platform | Limited | |
| Text chatbot | ||
| Omnichannel | ||
| RAG knowledge base | ||
| AI guardrails | ||
| IVR builder | ||
| Agent copilot | ||
| Bot versioning | Limited | |
| Built-in surveys | ||
| No per-agent pricing | — | |
| Twilio Flex native | — | |
| Free tier | — | Limited |
| Marketplace / apps | — | |
| Voice transcription & sentiment | ||
| AI safety (jailbreak & injection detection) | ||
| SLA tracking synced to agent desktop | ||
| After Call Work & disposition codes | ||
| Analytics Hub (role-based landing page) | Limited | |
| Real-time Wallboard with public share link | Limited | |
| Queue callbacks with retry tracking | Limited | |
| AI email routing rules (sentiment, escalation, intent) | ||
| Guided flows with conditional branching | ||
| Post-call keypad survey after agent calls | ||
| CSAT quality controls and low-score reasons | Limited | |
| First contact resolution report per agent | ||
| SLA escalation policies and priority rules | ||
| Blocklist across all channels | Limited | |
| No-code API integration builder for AI actions | ||
| Deterministic quick routes alongside AI | ||
| Telephony and AI usage included in plan price | Limited | |
| White-glove setup | Limited |