Freddy AI's Enhance Tone feature enables you to effortlessly tailor the style and sentiment of your messages to align perfectly with the context of each customer interaction. This ensures that your communication is always on point, whether you need to adopt a professional, casual, or friendly approach to elevate customer satisfaction.


This article contains:

  1. Benefits of using Enhance Tone
  2. Important considerations for using Enhance Tone
  3. Enable or disable the feature
  4. Use Enhance Tone
  5. See More

Benefits of using Enhance Tone

  • Automatically refine the tone of your messages for improved customer engagement.
  • Saves time by providing quick tone adjustments without rewriting content.
  • Offers flexibility with tone options like Professional, Casual, and Friendly.
  • Enhances personalized communication by delivering enhanced text in the agent's profile language.

Important considerations for using Enhance Tone

  • Profile Language: Tone Enhancer adapts to the agent's profile language, ensuring personalized communication. Verify language settings align with your support strategy.
  • Feature availability: Enhance Tone is a Freddy AI Copilot add-on, accessible to Pro and Enterprise plans through your account manager or visit our pricing page.
  • Tone selection: Based on the conversation context, choose professional, casual, or friendly tones to maintain consistent and effective communication.
  • Check adjustments: Review automated tone adjustments before sending to ensure they accurately reflect your brand's voice and intended sentiment.
  • Customer experience impact: Use tone adjustments thoughtfully to positively influence customer perceptions and enhance relationships.

Enable or disable the feature

  1. Go to Admin settings.
  2. Click the Freddy icon. For Freshdesk Omni(formerly CSS) account, go to Self Service and AI > Freddy for Tickets.
  3. Navigate to Ticket content assist feature under Freddy AI Copilot.
  4. Toggle the switch to the right to enable the feature or to the left to disable it.

Use Enhance Tone

  1. Select the message: Start by choosing the message you have composed in the reply editor. Highlight the sentence, paragraph, or entire message you wish to enhance.
  2. Choose a tone: Click the Freddy icon from the reply editor toolbar and hover over Enhance Tone. Depending on the conversation context, select from three tone options: Professional, Casual, or Friendly.
  3. Review and refine: The selected text is instantly adjusted to reflect the chosen tone. Ensure the enhanced message conveys the intended meaning and tone.
  4. Accept and send: Once satisfied, send the reply to the customer.
The enablement of optional functionality is subject to certain feature-specific terms and conditions set forth in the Freshworks Supplemental Terms.