This feature helps agent generate a summary of their conversation with the customer and include it while creating an internal task. This summary provides context for the next action, enabling agents to more effectively address the customer's concerns. By sharing the summary with team members, it also ensures that everyone involved in the resolution process has a clear understanding of the issue and its history. Overall, this feature can help to improve the efficiency and effectiveness of the customer support process.

Some of the benefits of these features are as follows:

1.Saves time and effort for agents, who do not have to manually summarize the conversation

2.Provides context for the next action, enabling agents to effectively address the customer's concerns

3.Enables more effective collaboration among team members by providing a clear and concise summary of the conversation


1.Go to the admin page ->general settings -> Freddy 

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

3.Choose the feature that you want to enable or disable.

4. Locate the toggle switch next to the feature you want to enable and turn it on by sliding the toggle to the right. Toggle to the left to disable the feature.

How to use L1 to L2 Summarization feature:

  1. To create an internal task, navigate to the conversation card in the inbox and click on the three dots. A dropdown menu will appear.

2. From the dropdown menu, choose the "Create an internal task" option. This will bring up a form where you can provide the necessary details to create the task. In the form, you will find the option to summarize the conversation with the customer. By clicking on the Summarize button, a summary of the conversation is generated, which is included as part of the form when creating an internal task.

3. Once the summary is generated, update the form with other information and create an internal task.

4. Once the internal task is created, the L2 agent gets all the information from the summary to solve the query effectively and on time.


This feature  is currently available on beta for customers on Enterprise plan. If you're keen on using this feature, you can request access. To do so, please reach out to your Customer Success Manager.

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