The Freddy’s deal insights feature is powered by Freddy, Freshworks’ AI-powered sales assistant. Freddy uses Machine Learning (ML) algorithms to learn from data stored in your account and continuously builds understanding to deliver deal insights. Freddy tracks the activity on all deals in your account, predicts its outcomes, and assigns tags to them. 

Note: Freddy Deal insights works on the basis of an ML model and is not enabled by default. Accounts that match the eligibility criteria specified below will have the feature enabled automatically.


How can I get Freddy Deal Insights enabled on my account?

Freddy requires sufficient data to be present in the account to start providing accurate predictions. For accounts that match the below eligibility criteria, Freddy evaluates the quality of the data for

a) a good number of closed-won deals and 

b) a good win ratio 

The accounts which pass both criteria are automatically enabled with Deal insights. The tags will be based on both the account information and the general learning model available to Freddy.

Freddy assigns one of the following tags to each deal:

Likely to Close

Deals that have a high probability of closing


Deals that have seen a spike in activity in the last one week and are likely to proceed towards closure if more attention is paid.

At Risk

Deals that have seen a dip in activity in the last one week and are at risk of being lost unless corrective action is taken.

Gone Cold

Deals that are unresponsive and have a low chance of revival.


Deals that are neither trending or at risk


Deals that are marked as closed won


Deals that are marked as closed lost

Accessing and interpreting the deal insights card

You can access Freddy deal insights card from the following places on the CRM:

  1. On the pipeline view in the deals module, click on the deal tag card.

  2. In the Freddy AI view, all deals are grouped by the deal insight tag. To view the deal insight card, click on the deal name. This opens up the deal pane where you can click on the Freddy icon to view the deal insight card. Learn more about Freddy AI view.

  3. On the deal landing page, you can access the Freddy insights card from the Freddy icon on the right side of the screen.It is also available as an additional column named “Deal prediction” in the list view. 

  4. In the new Freddy AI view, your deals are grouped by deal predictions. To learn more, click here.

  • Determine how the deal is faring:

The deal insights card displays the tag assigned to your deal by Freddy to quickly show how your deal is performing.

  • Understand the score and trend of the deal: 

The deal card displays the score for your deal and the upward or downward trend of a deal’s Freddy score. If a deal is performing desirably, the graph reflects the same with an upward pointing arrow and the percentage increase in the deal score. This graph is displayed only for deals that are ‘Likely to close’ or ‘Trending.’  When the deal is not performing well, the graph shows a downward arrow with the percentage decrease in the deal score. This is mostly observed when deals are ‘At risk.’

  • Understand the reason for prediction and take the next best action on the deal:

The deal card shows the top signal that contributed to the prediction. Based on past deal characteristics, Freddy suggests the next best action for a particular deal. This action–an email, a phone call, or meeting– helps the deal move forward and improves conversion probability.

Note: You can mark “yes” or “no” to confirm if the assigned deal tag is accurate. Freddy uses this information as a part of its feedback loop and improves the accuracy of its prediction.
  • View a graph of sales activities completed in the last 30 days: 

The deal insights card's activity chart shows the activities that happened over the last 30 days. Hover on the chart to understand the types of activities that have been happening on the deal.

We are introducing Deal Insights Lite with which accounts with a lesser number of deals can also get Freddy insights.