This article details session-related information for 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). 


  1. What is a Freddy AI Agent session?
    A session is defined as all interactions between an end-user and the AI agent or chatbot occurring within a 24-hour window. Each session can last a maximum of 24 hours.


    Note: AI agents are currently in Beta for all customers and do not require sessions to respond to queries. This feature will transition from Beta to General Availability (GA)on February 11, 2025, after which it will begin consuming sessions.

  2. How do I purchase Freddy AI Agent sessions?
    Freddy AI Agent sessions can be purchased by buying Freddy AI Agent Session packs from your billing page or by reaching out to your Customer Success Manager. Each Freddy AI Agent session pack costs $100 and each pack contains 1000 sessions. If you’re purchasing session packs, they will instantly be added to your account for the current billing cycle.

  3. Do I need to purchase separate session packs for AI agent and Chatbots? 
    Freddy AI Agent Session packs added to your account can power both AI agents and Chatbots.

  4. Will previewing AI agent or Chatbots consume sessions?
    You can preview your AI agents or Chatbots as you build them, ensuring a well-crafted customer experience. Please be aware that previewing will consume sessions.
    Previewing chatbots will consume sessions, regardless of whether the chatbot is published or unpublished.

  5. Are there any complimentary sessions available?
    For customers who signed up after September 2023, 
    Free
    		Growth
    		Pro
    		Enterprise
    No free sessions.*
    		500 one-time complimentary Freddy AI Agent sessions.
            Customers can build AI agents or Chatbots but will need to purchase session packs to deploy them.

These 500 complimentary sessions are a one-time offer to try out the AI agent & Chatbot experience. Once exhausted, you can buy  Freddy AI agent session packs as an add-on.
Note: The one-time complimentary sessions will be forfeited if sessions are purchased.


  1. What happens when sessions are exhausted?
    You will be notified via email when you consume 70%, 80%, 90%, and 100% of your sessions. If you consume 100% of your sessions, the AI agent or Chatbot will stop responding to customer queries, and chats will be handed over to live agents.
    If you have deployed your AI agent or Chatbot using the self-service widget, please note that the Chatbot or AI agent will stop working, and it won’t be handed over to a live chat agent.

  2. How can I ensure that Freddy AI Agent sessions get automatically added to my account when the available limit is low?
    If your account uses online billing, you can enable the Auto-Recharge feature. This automatically adds one session pack to your account when the available sessions drop below 400. You can activate this feature from the Billing/Subscription page.

           Note: The Auto-Recharge feature is not available for accounts with offline billing.

  1. What happens when my customer starts a session at 11:59 PM, which spills into the next day? Will this be counted as two sessions?
    Sessions last for 24 hours. If a customer starts a session at 11:59 PM, it is counted as 1 session till 11.58 PM of the following day.
     
  2. Are unused sessions carried over to the next cycle?
    Unused sessions are not carried over to the next subscription cycle.
    For example, if you’re on the quarterly billing cycle and use 2000 out of 3000 sessions in a quarter, the remaining 1000 sessions will not be carried over to the next quarter.

  3. How long is the validity of the sessions that I purchase last?
    The validity of the sessions purchased aligns with your payment cycle. For example, if you have a quarterly payment cycle, sessions expire quarterly.

  4. What happens when sessions are added in between the billing cycle?
    Sessions are automatically added to the current billing cycle and renewed for the next billing cycle.

  5. Does session pricing change according to the chosen billing cycle (Monthly, Quarterly, Half-yearly, Annual)?
    No. The pricing remains the same, regardless of the billing cycle you choose.

  6. How can I keep track of how many sessions are used up?
    Session utilization details can be found in Analytics under Freddy AI Agent Session Consumption Report. The number of consumed and available Freddy AI Agent sessions will also be available on the billing page.

  7. How can I increase or decrease the number of session packs that I have?
    You can increase or decrease session packs based on your usage or support volume from the Billing or Subscription page, or you can reach out to your Customer Success Manager to have them added to your account.
    If you need to add additional session packs, they will be added to the current billing cycle. However, if you choose to remove session packs, they will come into effect only in the next billing cycle.

  8. What is the expiry for session packs?
    Session packs expire within the billing cycle in which you purchase them. They are not prorated and do not depend on when you add them. They will continue to be added for subsequent billing cycles to ensure that you don't miss out on your requirements during the next cycle.
    You must explicitly reduce the session packs during the next billing cycle to avoid getting charged.

  9. Is there any limitation on how I can use my sessions within the billing cycle?
    No, there isn’t. If you’re on the quarterly billing cycle and purchased  3000 Freddy AI Agent sessions or 3 Packs, these can be used flexibly across the quarter. For example, you can use 2000 sessions in the first month and the remaining 1000 over the next two months.