# HubSpot Live Chat review

> What HubSpot Live Chat's free plan documents, what the paid plans cost as you add people, how its AI is billed and where your data is hosted. Scored on a published rubric, with every figure sourced.

Published: 18 September 2026 · Updated: 18 September 2026 · Prices and limits verified: 18 September 2026 · By the live-chat.reviews team

This page was researched and drafted with AI assistance from the sources listed on it. We have not installed or tested these products ourselves. Method: [How we review](https://live-chat.reviews/en-gb/how-we-review)

HubSpot Live Chat is the chat widget and shared inbox that come with HubSpot's free CRM, for up to 2 users at no charge. Removing the HubSpot branding, routing chats and adding the AI customer agent all require paid Service Hub seats, billed per seat, with the agent's resolutions billed in HubSpot Credits on top. It suits small teams that already use, or plan to use, HubSpot as their CRM.

**Bottom line**

- **Best for:** Two-person teams already on HubSpot CRM
- **Not for:** HubSpot Live Chat is a poor fit for teams that want the AI agent cheaply, because the customer agent needs Service Hub Professional and its mandatory onboarding fee.
- **Paid plans from:** US$20 per seat per month, billed monthly
- **The catch:** The widget keeps HubSpot's branding until you buy a paid seat, and HubSpot's own pages list three different Starter prices: US$7, US$10 and US$20 a seat a month.

## Score breakdown

**Score: 7.7/10**

| Criterion | Weight | Level | What it means |
| --- | --- | --- | --- |
| Free-plan usability | 25% | 4/5 | A free plan with no documented cap on conversations and at least two seats, but with branding that stays or a short chat history. |
| Cost as you add agents | 25% | 4/5 | More than 50 and up to 125 a month. |
| AI billing clarity | 20% | 4/5 | Price and unit are public and defined in writing, including the edge cases, but no allowance is included in any plan, or the AI is only sold in a separate product or a higher tier. |
| Channels and integrations | 15% | 3/5 | Website chat, email and at least one of Messenger, Instagram or WhatsApp, with WordPress and one major ecommerce platform. |
| Data location and compliance | 15% | 4/5 | EU hosting for a self-serve customer on every paid plan, plus the vendor's own SOC 2 or ISO 27001. |

> **Scored on a public rubric, from pages you can open.** Every score on this site comes from five published criteria: free-plan usability, cost as you add agents, AI billing clarity, channels and integrations, and data location and compliance. Each price and limit is stored once, links to its source, and shows the same value on every page. Rubric v1.0 · We have not installed or speed-tested these widgets yet, and no page here claims we did. [Read the full method](https://live-chat.reviews/en-gb/how-we-review)

## Key facts

- **Vendor:** [HubSpot](https://www.hubspot.com/products/crm/live-chat)
- **Headquarters:** Boston, MA, USA · founded 2006
- **Pricing model:** Seats plus AI usage
- **Paid plans from:** US$20 per seat per month, billed monthly
- **Prices published in:** USD
- **Free plan:** Yes — Free tools
- **AI chatbot:** Customer agent — billed per resolution
- **Channels:** Website chat, Email, Messenger, WhatsApp, Voice
- **Languages:** Not documented · German: Yes · Spanish: Yes
- **EU data hosting:** Yes
- **Compliance:** SOC 2 Type II, SOC 3, GDPR DPA
- **Integrations:** WordPress, Shopify, Salesforce, Slack, Jira, SurveyMonkey

**Strengths**

- The **Free tools** edition documents 2 users and no published conversation cap; HubSpot's live chat page markets "unlimited, personalised conversations".
- Every chat is stored against a contact record in HubSpot's free CRM, and the free shared inbox also takes team email and Facebook Messenger.
- The customer agent's price is written down precisely: 50 HubSpot Credits per resolved conversation, which HubSpot prices at US$0.50.
- An EU data centre in Germany is available, and any Starter, Professional or Enterprise account can move to it, according to HubSpot's hosting FAQ.
- HubSpot documents a mobile chat SDK for iOS and Android apps on all plans, including the free one.

**Weaknesses**

- HubSpot branding cannot be removed on the free edition; it takes at least one paid Starter seat.
- A free account is capped at 1,000 contacts, and chats can only be routed automatically to users with a paid Sales or Service seat.
- The AI customer agent is only on Service Hub Professional and Enterprise, and Professional carries a mandatory one-off onboarding fee of US$1,500.
- The 500 monthly credits included with Starter cannot be spent on the customer agent, because the agent is not available on Starter.
- HubSpot states that it is not itself ISO 27001 certified; it relies on the certification held by AWS, its hosting provider.

## What the free plan allows

| Free plan | Free plan | Source |
| --- | --- | --- |
| Free seats | 2 — capped | [Source](https://legal.hubspot.com/hubspot-product-and-services-catalog) |
| Conversations | Unlimited — no practical limit | [Source](https://www.hubspot.com/products/crm/live-chat) |
| Chat history | Not documented — the vendor does not document this | — |
| Remove branding | No — blocked or missing | [Source](https://legal.hubspot.com/hubspot-product-and-services-catalog) |
| AI on the free plan | No — blocked or missing | [Source](https://legal.hubspot.com/hubspot-product-and-services-catalog) |
| Beyond website chat | Yes — no practical limit | [Source](https://legal.hubspot.com/hubspot-product-and-services-catalog) |

HubSpot's **Free tools** edition documents 2 users, live chat with HubSpot branding, 1 shared inbox, 3 canned snippets, 10 dashboards of up to 50 reports each, and team email and Facebook Messenger in the inbox. It stops at 1,000 contacts per account, a limit in HubSpot's Product & Services Catalogue that matters more than any chat cap, since no conversation cap is published. Chatbots on the free edition are limited to ticket creation, lead qualification and meeting booking, with no custom branching, and there is no AI agent. Automatic routing is not available, because HubSpot routes chats only to users with a paid seat. HubSpot does not document how long chat history is kept on the free edition. A 14-day Service Hub trial lets you try the paid features before paying.

[Free-plan audit: does your team fit a free live chat plan?](https://live-chat.reviews/en-gb/tools/free-plan-audit) · [Is a free live chat plan enough for your team?](https://live-chat.reviews/en-gb/guides/is-a-free-live-chat-plan-enough)

## Published prices

| Plan | Price | Source |
| --- | --- | --- |
| Service Hub Starter (list price) | US$20 per seat per month, billed monthly | [Source](https://legal.hubspot.com/hubspot-product-and-services-catalog) |
| Service Hub Starter (new-customer offer) | US$7 per seat per month, billed annually | [Source](https://blog.hubspot.com/service/hubspot-service-hub-pricing) |
| Service Hub Professional | US$90 per seat per month, billed annually | [Source](https://blog.hubspot.com/service/hubspot-service-hub-pricing) |
| Service Hub Professional | US$100 per seat per month, billed monthly | [Source](https://blog.hubspot.com/service/hubspot-service-hub-pricing) |
| Professional Onboarding (one-off, required) | US$1,500 | [Source](https://www.hubspot.com/pricing/service) |
| Service Hub Enterprise | US$150 per seat per month, billed annually | [Source](https://legal.hubspot.com/hubspot-product-and-services-catalog) |
| Enterprise Onboarding (one-off, required) | US$3,500 | [Source](https://legal.hubspot.com/hubspot-product-and-services-catalog) |
| Customer agent (Professional, Enterprise) | US$0.50 per resolution | [Source](https://www.hubspot.com/products/artificial-intelligence/ai-customer-service-agent) |
| HubSpot Credits, pay-as-you-go | US$0.01 per credit | [Source](https://legal.hubspot.com/hubspot-product-and-services-catalog) |

_Verified against the vendor's pages: 2026-09-18 · Prices published in: USD_

HubSpot Live Chat is free for up to 2 users; after that, every person who answers chats needs a paid Service Hub seat. HubSpot's own pages disagree on what the entry seat costs: the pricing page and HubSpot's blog say Service Hub Starter "starts at" US$7 a seat a month billed annually, the Service Hub product page shows US$10 struck against US$20 as a limited-time offer for new customers, and the legal Product & Services Catalogue lists US$20 a seat a month. We could not verify whether the lowest figure requires annual prepayment or only lasts for a first term, so every cost figure on this site uses the US$20 list price. On that basis a team of 2 fits the free edition if it can live with the branding, a team of 5 pays five times the Starter list price, and a team of 10 pays ten times it. Service Hub Professional costs US$100 a seat billed monthly or US$90 billed annually, plus the US$1,500 one-off onboarding fee, and Enterprise is US$150 a seat billed annually plus US$3,500 onboarding; see [how per-seat and per-workspace pricing compare](https://live-chat.reviews/en-gb/guides/per-seat-vs-per-workspace-pricing).

[HubSpot Live Chat pricing explained](https://live-chat.reviews/en-gb/pricing/hubspot-live-chat)

## How the AI is billed

HubSpot bills its customer agent per resolved conversation: 50 HubSpot Credits each, which HubSpot's agent page prices at US$0.50. HubSpot's knowledge base counts a conversation as resolved when the agent sent at least one reply that shared a content source or performed an action, and the visitor did not trigger a qualifying handoff to a human within 72 hours of their last message; marking a lead as qualified or not qualified is also billed as a resolution, immediately. The catch is in the handoff rule: a visitor who simply goes quiet still counts as resolved, and a takeover by your own team, including assignment through a workflow, is not a qualifying handoff, so that conversation is billed too. The agent requires Service Hub Professional, which includes 3,000 credits a month, about 60 resolutions; credits reset monthly and do not roll over. Beyond that, the catalogue charges US$0.01 per credit pay-as-you-go, invoiced in blocks of 10, or US$10 per pack of 1,000 credits, while the pricing page quotes US$9 per pack when paid annually. Voice, in beta, costs US$0.50 a minute. HubSpot claims a 70% average resolution rate; that is the vendor's figure. Our [guide to how vendors bill for AI](https://live-chat.reviews/en-gb/guides/how-live-chat-vendors-bill-for-ai) compares this unit with others. [Source](https://knowledge.hubspot.com/customer-agent/understand-the-customer-agent)

## Data hosting and languages

HubSpot hosts its product on AWS in the United States (East and West), Canada, Australia and the European Union (Germany). The data centre is assigned from your IP address at sign-up; accounts on Starter, Professional or Enterprise can change it, while a free account has to upgrade first. HubSpot notes that some sub-processors handle data outside the hosting region, and it lists no UK region. HubSpot publishes a SOC 3 report, holds a SOC 2 Type 2 report available under confidentiality, and offers a DPA that relies on the EU-US Data Privacy Framework and Standard Contractual Clauses; it states it is not ISO 27001 certified itself. HubSpot's help article on language offerings was unavailable when this review was researched, so no widget language count is given here; German and Spanish are supported across HubSpot's localised sites, which is weaker evidence than a widget language list. The [EU-hosted live chat list](https://live-chat.reviews/en-gb/best/eu-hosted-live-chat) and the [guide to live chat and the law](https://live-chat.reviews/en-gb/guides/live-chat-privacy-and-the-law) cover what the region choice means.

> **For buyers in the United Kingdom** Under [PECR regulation 6](https://www.legislation.gov.uk/uksi/2003/2426/regulation/6), as replaced on 5 February 2026, a chat widget must not store or read anything on a visitor's device without consent unless a listed exception applies, and none of the exceptions names live chat. The practical reading is to load the widget's non-essential cookies and local storage only after consent, or when the visitor clicks to open the chat. If the vendor is in the US, the UK-US data bridge covers the transfer only when the vendor's Data Privacy Framework certification includes the **UK Extension**; otherwise you need the IDTA or the UK Addendum. This is general information, not legal advice. [Live chat, privacy and the law in the United Kingdom](https://live-chat.reviews/en-gb/guides/live-chat-privacy-and-the-law)

## Verdict

HubSpot Live Chat is the obvious choice for a team of one or two that already keeps its contacts in HubSpot: the chat is free, every conversation lands on a CRM record, and paying later means buying seats in a system you already use. It is a weaker deal once the team grows or wants AI, because every extra person needs a seat, the entry price depends on which HubSpot page you read, and the customer agent sits behind Professional and a US$1,500 onboarding fee. Teams without a HubSpot CRM that want a larger free plan should compare [Freshchat](https://live-chat.reviews/en-gb/reviews/freshchat) and the [best free live chat tools](https://live-chat.reviews/en-gb/best/free-live-chat-software); teams that want a chat widget priced per workspace rather than per seat can look at [Crisp](https://live-chat.reviews/en-gb/reviews/crisp).

## Related pages

- [HubSpot Live Chat pricing explained](https://live-chat.reviews/en-gb/pricing/hubspot-live-chat)
- [Best live chat software in 2026](https://live-chat.reviews/en-gb/best/live-chat-software)

## Frequently asked questions

### Is HubSpot live chat really free?

Yes. HubSpot's free tools include live chat for up to 2 users, and HubSpot publishes no cap on conversations. The widget shows HubSpot branding, the account is limited to 1,000 contacts, and chats cannot be routed automatically. The AI customer agent is not included.

### How much does HubSpot Service Hub Starter cost?

It depends on which HubSpot page you read. The pricing page and HubSpot's blog say it starts at US$7 a seat a month billed annually, the Service Hub product page shows a new-customer offer of US$10, and HubSpot's legal catalogue lists US$20 a seat a month. This site uses the US$20 list price for its [cost arithmetic](https://live-chat.reviews/en-gb/pricing/hubspot-live-chat).

### How do I remove the HubSpot logo from the chat widget?

Buy at least one paid seat. HubSpot's Product & Services Catalogue lists branding removal on Service Hub Starter, Professional and Enterprise, and not on the free tools. Starter is the cheapest route.

### How much does HubSpot's AI customer agent cost?

HubSpot charges 50 HubSpot Credits per resolved conversation, which it prices at US$0.50. The agent is only available on Service Hub Professional and Enterprise, and Professional includes 3,000 credits a month. A conversation counts as resolved unless the visitor asks for a human within 72 hours, so silent visitors are billed.

### Can HubSpot store my chat data in the EU?

Yes. HubSpot runs an EU data centre in Germany on AWS. New accounts are assigned a data centre from their IP address, and accounts with a Starter, Professional or Enterprise subscription can switch; a free account has to upgrade to move.

## Sources

- [Shopify integration](https://apps.shopify.com/hubspot-2) — HubSpot · 18 September 2026
- [WordPress plugin](https://wordpress.org/plugins/leadin/) — HubSpot · 18 September 2026
- [Service Hub pricing](https://www.hubspot.com/pricing/service) — HubSpot · 18 September 2026
- [Service Hub Preise (hubspot.de)](https://www.hubspot.de/pricing/service) — HubSpot · 18 September 2026
- [HubSpot Product & Services Catalog](https://legal.hubspot.com/hubspot-product-and-services-catalog) — HubSpot · 18 September 2026
- [Service Hub pricing (HubSpot blog)](https://blog.hubspot.com/service/hubspot-service-hub-pricing) — HubSpot · 18 September 2026
- [Service Hub product page](https://www.hubspot.com/products/service) — HubSpot · 18 September 2026
- [HubSpot live chat](https://www.hubspot.com/products/crm/live-chat) — HubSpot · 18 September 2026
- [AI customer service agent](https://www.hubspot.com/products/artificial-intelligence/ai-customer-service-agent) — HubSpot · 18 September 2026
- [Understand the customer agent](https://knowledge.hubspot.com/customer-agent/understand-the-customer-agent) — HubSpot · 18 September 2026
- [HubSpot cloud infrastructure and data hosting FAQ](https://knowledge.hubspot.com/account-security/hubspot-cloud-infrastructure-and-data-hosting-frequently-asked-questions) — HubSpot · 18 September 2026
- [HubSpot security](https://legal.hubspot.com/security) — HubSpot · 18 September 2026
- [Create and customize a mobile chatflow](https://knowledge.hubspot.com/chatflows/create-and-customize-a-mobile-chatflow) — HubSpot · 18 September 2026
- [Our story](https://www.hubspot.com/our-story) — HubSpot · 18 September 2026

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Canonical: https://live-chat.reviews/en-gb/reviews/hubspot-live-chat