Support agents often have to write summaries before passing on conversations to their team members for next action. With Summarize, agents don't have to draft summaries but instead  generate a summary of the entire conversation automatically and share it across teams for any use-case of collaboration. It helps in summarising the content of a conversation into a shorter, more concise form instead of agents drafting it themselves. It is a strong offering when combined our upcoming enhancement of Freshchat new threading logic and L1<>L2 handoff

Why summarise text with Freddy in Freshchat ?

Time-saving: By summarising conversations with ChatGPT, agents can save a considerable amount of time. Rather than going through lengthy conversations and drafting the summary by the agent themselves, they can automate and get a summary of the discussions in just a few sentences.

Increased productivity:  By sharing a summary of the conversation, team members can quickly understand what was discussed and what action items need to be completed, reducing the time spent catching up on missed information.

How to enable Summarizer in Freshchat?

1. Go to admin settings-> and click on Freddy AI

2Enable the toggle for the "Summarize conversation", under Freddy Copilot

How to start using Summarizer?

1. After setting up the generative AI-powered features  in Freshchat, you can start using the Summarize feature in your conversations.

2. To automatically Summarise conversations between agent and the customer, agent will need to click "Summarize" button in the reply editor. Once done, a summary of the conversation is displayed. presented. Agent has an option to  modify the summary if required.

3. Once you are satisfied with the summary, click the "Send" button to share it with other teams or the next agent for further action.


Summarize is currently available as an add-on for Freddy Copilot. Interested customers on Pro and Enterprise plans can reach out to their account managers or navigate to their respective billings pages to purchase the add-on.

*The enablement of optional functionality is subject to certain feature-specific terms and conditions set forth in the Freshworks Supplemental Terms.