Message expansion can greatly enhance an agent's productivity and efficiency when communicating with customers. With this feature, agents can write short notes or bullet points then use the Expand feature to elaborate on them and turn them into a fully-fledged response. This can save time and effort for agents who may be juggling multiple customer inquiries at once, while also ensuring that the responses they provide are comprehensive and accurate.

Benefits of using Message Expansion:

Saves time: By using the Expand feature to turn short notes or bullet points into fully fleshed-out responses, agents can save time that would have been spent writing out each response from scratch. This allows them to handle more customer inquiries in less time, increasing their productivity and efficiency.

Improves accuracy: With Message Expansion, agents can ensure that their responses are comprehensive and accurate.


1. Go to the admin settings ->chat settings -> Freddy

2. Click on the "Freddy" icon to open the AI features page.

3. Choose "Expand Text" under Copilot.

4. Locate the toggle switch and enable the message expansion feature.


  1. Type a short note or bullet point in the reply editor that summarizes the main points of your response.

  2. Select the message you have typed in the reply editor.

  3. Click on the "Expand" feature option.

  4. The Expand tool will then generate a full-fledged response based on the initial note or bullet point.

  5. Review the expanded message to ensure it conveys the intended meaning and tone.

  6. Click on "Accept" if you are satisfied with the expanded message, or "Reject" if you want to revert to the original message.

  7. If you click on "Accept," the expanded text will replace the original input.

  8. If you click on "Reject," the original input will be restored.

  9. Once you have accepted the expanded message, send the reply to the intended customer.

Important Note:

This feature  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.