Conversational Actions, powered by Generative AI, streamlines administrative tasks by enabling admins to quickly and effectively handle agent-related functions using natural language prompts.It also helps perform operations management tasks, like configuring business hours and establishing SLA policies, through natural language prompts.

Here are some of the benefits of using this feature:

  1. Efficiency: Freddy AI streamlines agent management tasks, enabling users to perform these functions quickly and efficiently through natural language prompts.

  1. Time Savings: By automating agent management processes, Freddy frees up admins from routine tasks, allowing them to focus on critical and strategic responsibilities.

  1. Task Handling: Freddy can efficiently handle various tasks, such as adding new agents and creating agent groups, ensuring that the agent workforce is well-organized and responsive to operational needs.


How to enable or disable the Freddy AI feature from admin page?

  1. Go to the admin settings and locate the Chat settings.

  2. Scroll down to find the Freddy icon.

  3. Click on the Freddy icon to open the list of AI features available.

  4. Choose "Freddy Copilot", under Copilot section.

  5. Toggle the switch to the right to enable the feature.

How to use Conversational Actions?

1. Access Freddy: Begin by clicking on Freddy icon located on the left side of your Freshchat account dashboard.

2. Enter Prompts: Enter your prompts or requests for administrative tasks into the conversational interface. Freddy will effortlessly handle and process these administrative tasks for you.

Here are some examples of prompts that you can use for effortless agent management.

  • Please add “agent’s name’, “email id of the agent” to the “group xyz”
  • Please add a few more agents (name and email) to the same group. 
  • Make “agent email” into a support admin
  • Can you change “agent email” to be a support admin?
  • Create a new agent
  • Deactivate an agent
  • Create a new agent with the name Peter Parker and email as


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.