Agents will need access to the solution articles most relevant to the conversation they are handling at that moment. Agents often waste time switching tabs to find the appropriate solution articles and then finding the right answers from the article. 

With Freddy, agents will be able to find the right solution articles and extract the right answer from the articles without moving away from the conversation.

  • Navigate to Admin > Freddy AI > and toggle on Freddy Copilot. As long as the agent has access via the Freddy add-on, this feature will be available for use.

  • Now, when your agents are faced with a customer question, they need to look up in the knowledge base, they just need to open the Freddy slider from the Team Inbox directly.

  • Agents can type in their questions to receive an instant response from Freddy.

  • Freddy will generate the answer using the most relevant solution articles. Freddy generates these answers only from FAQs/solution articles that the agent can access.

  • Agents will be able to go through the AI-generated answer or open the respective FAQs/solution articles to read more in detail.

  • Agents can then share the complete answer, a part of it, or include the article links with the customer.

  • Since these are displayed right within the Freddy slider, your agents do not need to switch between multiple tabs to get the right responses.


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.