Freddy Copilot has officially transitioned into general availability, marking the end of the beta phase. Starting at USD 29/agent/month the add-on is now available for purchase.
Along with the Freddy Copilot add-on, you'll also get free access to Freddy Insights which continues to be in beta. To get uninterrupted access to both, buy the Freddy Copilot add-on at the earliest.
Freddy is available as a flexi-add-on, that is, you can choose to purchase the add-on for a subset of agents. Learn more about purchasing and managing licenses.
Note: The Freddy Copilot pricing applies to the CS Suite, Freshchat, Freshdesk, and Freshdesk Omnichannel.
Feature availability:
Here's the Freddy AI feature available in Freshworks Customer Service Products
List of Freddy Copilot features | ||||
| Freshdesk | Freshchat | Freshdesk Omni | Freshdesk Omnichannel | |
| Conversation summarizer | NA | Yes | Yes | Yes |
| Ticket summarizer | Yes | NA | Yes | Yes |
| Email conversation summarizer | NA | Yes | Yes | NA |
Conversation to Ticket Summarization (formerly L1 to L2 Summarization) | NA | Yes | Yes | NA |
Voice Transcript Summarization | NA | Yes | Yes | NA |
| Rephrase | Yes | Yes | Yes | Yes |
| Auto-complete | NA | Yes | Yes | NA |
| Solution Article Generator | Yes | Yes | Yes | Yes |
| Message Expansion | Yes | Yes | Yes | Yes |
| Draft Email Generator | Yes | Yes | Yes | Yes |
| Tone Enhancer | Yes | Yes | Yes | Yes |
| Agent Assist | Yes | NA | Yes | Yes |
| Auto Triage | Yes | NA | Yes | Yes |
| Article Suggester | Yes | NA | Yes | Yes |
| Canned Response Suggester | Yes | NA | Yes | Yes |
Conversational Knowledge Base (formerly Ask KB) | NA | Yes | Yes | NA |
| Proactive Quality Coach | NA | Yes | Yes | NA |
| Post Resolution Quality Coach | NA | Yes | Yes | NA |
Conversational Actions (formerly Prompt-based Agent Management) | NA | Yes | Yes | NA |
Sentiment Analysis | Yes | Yes | Yes | Yes |
| Freddy Copilot Usage Reports | Yes | Yes | Yes | Yes |
| Live Translate | NA | Yes | Yes | NA |
List of Freddy Insights (Beta) features | ||||
| Freshdesk | Freshchat | Freshdesk Omni | Freshdesk Omnichannel | |
| Conversational analytics (formerly Prompt-based Analytics) | NA | Yes | Yes | NA |
| Proactive Insights | NA | Yes | Yes | NA |
| Thank You Detector | Yes | NA | Yes | Yes |
List of Freddy Self Service features | ||||
| Freshdesk | Freshchat | Freshdesk Omni | Freshdesk Omnichannel | |
| Bot conversation summarizer | NA | Yes | Yes | NA |
| Autogenerating answers from suggested solution articles | NA | Yes | Yes | NA |
| Intent detection in bot flows | NA | Yes | Yes | NA |
| Automatically suggest variants while building bots | NA | Yes | Yes | NA |
Conversational Actions to build bots | NA | Yes | Yes | NA |
| Rephrase, expand, and enhance tone of bot dialogs | NA | Yes | Yes | NA |
| Small talk for bots | NA | Yes | Yes | NA |
| QnA/ FAQ bots | NA | Yes | Yes | NA |
| Email bot | Yes | NA | Yes | Yes |
About Freddy Insights
When you purchase at least 1 Freddy copilot add-on license, you will get access to Freddy Insights beta at the account level (for all agents). The Admin can still control access to Insights from the Admin page.
*The enablement of optional functionality is subject to certain feature-specific terms and conditions set forth in the Freshworks Supplemental Terms.