What is Freddy Copilot?


Freddy Copilot provides AI-assistance to increase agent productivity, elevate conversation quality, streamline admin responsibilities to drive consistency of service across the team.

Availability: Pro and Enterprise plans across CS Suite, Freshchat, Freshdesk and Omnichannel.


Learn more 

How do I purchase the add-on?


Here’s the buying journey across SKUs and types of billing (online/offline). 


1. Freshchat/ CS Suite  (online and offline billing customers)

Here’s how to purchase:

Navigate to the "Subscriptions" page of your account. Go to “Manage plans”, select "Freddy Copilot", and specify the number of licenses you need. Choose to buy licenses for a subset of agents or the entire team. You can also reach out to your account manager to make the purchase. 


2. Freshdesk/Freshdesk Omnichannel customers (Online Customers)

Here’s how to purchase:

Navigate to the Admin > Plan and Billings page in your account. Select Freddy Copilot and specify the number of licenses you need. Choose to buy licenses for a subset of agents or the entire team. You can also reach out to your account manager to make the purchase. 


3. Freshdesk/Freshdesk Omni/ Old Freshchat customers (Offline customers)

Here’s how to purchase:

Please reach out to your account manager to make the purchase. 


4. Old Freshchat (Online Customers)

Here’s how to purchase:

Go to the "Billings" section within your account. Choose "Edit my plan," specify the number of Copilot licenses you need, and proceed to checkout.



How do I manage add-on licenses?

Access to Freddy Copilot and Freddy Insights can be managed from within agent roles. Licenses can be assigned to agents with both default and custom roles.

How do I do it?

  1. Navigate to Admin > Roles (Under user management)

  2. You can either create a new role or edit an existing one. 

    1. Freshchat/CS Suite

      1. Click on Manage Licenses and assign the Freddy Copilot license to that specific role.

      2. Click on Manage Licenses and assign the Freddy Insights license to that specific role. 

    2. Freshdesk

      1. Under Permissions navigate to the Freddy AI section. 

      2. Select Access Freddy Copilot and proceed to add permissions for Copilot capabilities that agents assigned with that role can have access to. 

Note: Selecting this will consume Copilot licenses for agents assigned to this particular role. One full copilot license will be consumed for access to even one feature.


3. Select Access Freddy Insights to provide access to Freddy Insights for all agents assigned with this role.


For trial customers:

Starting January 24th, Freddy Copilot will be available for purchase but will be available to explore during your free trial. But access to Copilot capabilities will have to be configured from roles and permissions.



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