The Freddy’s deal insights feature is powered by Freddy, Freshworks’ AI-powered sales assistant. Freddy uses Machine Learning (ML) algorithms to learn from data stored in your account and continuously builds understanding to report duplicate records and deliver deal insights. 

Freddy tracks the activity on all deals in your account, predicts its outcomes, assigns tags to them, and displays them on the Freddy view. The Freddy view plots all Freddy-tagged Deals as colored bubbles on an Age/Deal score graph.

Note: Freddy Deal Insights works on the basis of an ML model. The model is updated once every 30 minutes.


Understanding and interpreting the deal insights card


The deal insights card gives an overview of the recent performance of a deal. Here’s everything you can do with the deal insights card:

  • Determine how the deal is faring: The deal insights card displays the tag assigned to your deal by Freddy to quickly show how your deal is performing.

  • Understand why the deal is trending: The deal card displays the best performing activity for your deal and its current trend. The card also displays the upward or downward trend of a deal’s Freddy score. If a deal is performing desirably, the graph reflects the same with an upward pointing arrow and the percentage increase in the deal score. This graph is displayed only for deals that are ‘Likely to close’ or ‘Trending.’

  • Track the number of sales activities in the last 30 days: 

    The deal insights card's activity chart shows the activities that happened over the last 30 days. Hover on the chart to understand the types of activities that have been happening on the deal. Hover on the chart to understand the types of activities that have been happening on the deal.

  • Take the next best action on the deal: Based on past deal characteristics, Freddy suggests the next best action for a particular deal. This action–an email, a phone call, or meeting– helps the deal move forward and improves conversion probability.

Note: Based on the accuracy of predictions, you can give a thumbs up or thumbs down. Freddy uses this information as a part of its feedback loop and improves the accuracy of its prediction.


Understanding the Freddy View:

The Freddy view contains the following elements: 

  • Deal bubble: A deal is represented as a bubble and the size of the bubble indicates the deal value–bigger the deal value, the bigger the bubble.

  • Deal color/tag: The color of the bubble depends on the tag assigned to the deal. Based on predictions, Freddy assigns one of the following tags to deals:

    Deals that have a high probability of closing
    Deals that have seen a spike in activity in the last one week and are likely to proceed towards closure if more attention is paid.
    Deals that have seen a dip in activity in the last one week and are at risk of being lost unless corrective action is taken.
    Deals that are unresponsive and have a low chance of revival.

  • Filter legend: Customize the Freddy view to retain Deal bubbles belonging to a particular deal tag. For example, if you want to view only the bubbles of deals that are ‘Likely to close’, click all other tags to disable them.

  • Filters: Apply filters to the Freddy view to narrow down on a list of deals.

Deal insights card: Click the deal bubble to open the deal insights card. The card gives an overview on the recent performance of the deal and shows how the deal is performing, sales activities performed on the deal in the last 30 days, and suggests the next best action that can be carried out on the deal.