This article details session-related information for Freddy AI Agents (capable of responding to how-to queries using knowledge sources) and Chatbots (structured bot flows designed to guide responses and actions based on customer queries).
What is a Freddy AI Agent session?
A session is defined as all interactions between an end-user and the AI Agent or chatbot that occur within a 24-hour window.
Each session can last up to 24 hours.
How do I purchase Freddy AI Agent sessions?
Freddy AI Agent sessions can be acquired through the Billing page or by contacting your Account Manager or Customer Success Manager.
Pricing for Freddy AI Agent Session Packs
SKU | Purchase Scenario | Price and Quantity |
New SKU | First-time purchase of a Freddy AI Agent session add-on (starting November 13th, 2025) | $49 per pack of 100 sessions |
Old SKU | Available for renewals or upgrades for existing Freddy AI Agent customers (those who signed up prior to November 13, 2025) | $100 per pack of 1000 sessions |
Session packs are instantly added to your account upon purchase for the current billing cycle.
Note:
A single subscription cannot contain both the New and Old SKUs.
If you are currently on the Old SKU, you can remain on it until our billing or account team manually transitions you during the renewal process.
Do I need to purchase separate session packs for AI Agents and Chatbots?
No. Freddy AI Agent session packs are shared between both AI Agents and Chatbots configured in your Freshworks account.
Will previewing AI Agents or Chatbots consume sessions?
Yes. Previewing AI Agents or Chatbots while building them will consume sessions.
This applies whether the bot is published or unpublished.
Are there any complimentary sessions available?
These complimentary sessions are a one-time offer to help new customers explore AI Agents and Chatbots. Once used up, you can purchase Freddy AI Agent session packs as an add-on.
Existing customers (signed up before the cut-off date) will continue with their existing provisions — including any legacy contracts that include 2K, 3K, or 5K sessions per month.
What happens when sessions are exhausted?
You’ll receive notifications at 70%, 80%, 90%, and 100% usage.
When all sessions are consumed, the AI Agent or Chatbot will stop responding, and conversations will be handed over to live agents.
For self-service widgets, once sessions are exhausted, the AI Agent or Chatbot will stop functioning and will not be handed over to a live agent.
Auto-recharge thresholds:
Old SKU: Auto-recharge triggers when the balance reaches 50 sessions.
New SKU: Auto-recharge triggers when the balance reaches 50 sessions.
How can I ensure sessions get automatically added when my limit is low?
If your account uses online billing, you can enable the Auto-Recharge feature.
Auto-Recharge automatically adds one pack when the available sessions drop below the threshold:
New SKU (100-session pack): 50-session threshold
Old SKU (1000-session pack): 50-session threshold
You can activate Auto-Recharge from the Billing/Subscription page.
Note: Auto-Recharge is currently available only for online billing customers. Offline billing auto-recharge is under consideration.
What happens when a customer starts a session at 11:59 PM, which spills into the next day?
Sessions last for 24 hours. If a customer starts a session at 11:59 PM, it will count as one session until 11:58 PM the following day.
Are unused sessions carried over to the next cycle?
No. Unused sessions do not carry over to the next subscription cycle.
For example, if you’re on a quarterly billing cycle and have used 2000 out of the 3000 allowed sessions, the remaining 1000 unused sessions will expire at the end of the quarter.
How long is the validity of the sessions I purchase?
The validity of your sessions aligns with your billing cycle. For example, if you’re on a quarterly billing cycle, sessions expire quarterly.
What happens when sessions are added mid-cycle?
Sessions purchased during the billing cycle are added immediately to the current cycle and renewed with the next one.
Does session pricing change according to the chosen billing cycle?
No. Pricing remains fixed across billing cycles.
New SKU: $49 per pack (100 sessions)
Old SKU: $100 per pack (1000 sessions)
How can I keep track of how many sessions are used up?
You can view session utilization in Analytics → Freddy AI Agent Session Consumption Report.
The number of consumed and remaining sessions on both your Billing and AI Agent Studio homepage (on the top right).
How can I increase or decrease the number of session packs I have?
You can manage session packs from your Billing or Subscription page, or contact your Account Manager.
If you add packs, they’ll be available immediately in the current cycle.
If you remove packs, changes take effect in the next cycle.
A single subscription cannot have both SKUs simultaneously.
Customers on the old SKU will remain on it until renewal or manual migration.
New customers or those without an existing add-on will automatically use the new SKU.
What is the expiry for session packs?
Session packs expire at the end of the billing cycle in which they are purchased.
They are not prorated, regardless of when they were added.
To avoid being charged for unused sessions, you must explicitly reduce your pack count before the next billing cycle begins.