Message expansion can greatly enhance an agent's productivity and efficiency when communicating with customers. With this feature, agents can write short notes or bullet points then use the Expand feature to elaborate on them and turn them into a full-fledged response. This can save time and effort for agents who may be juggling multiple customer inquiries at once, while also ensuring that the responses they provide are comprehensive and accurate.

Benefits of using Message Expansion:

Saves time: By using the Expand feature to turn short notes or bullet points into fully fleshed-out responses, agents can save time that would have been spent writing each response from scratch. This allows them to handle more customer inquiries in less time, increasing their productivity and efficiency.

Improves accuracy: With Message Expansion, agents can ensure that their responses are comprehensive and accurate.

Here’s how you enable Message Expansion from the admin page

1. Enable the feature from the Admin panel: On the Admin page, click on ‘Freddy’ (under the section titled ‘AI features’). On the Freddy admin panel, you’ll see a list of all Freddy features. Click on the toggle button next to ‘Ticket Content Assist’ under copilot to enable it for your account.

How to use message expansion?

  1. Type a response in the ticket reply editor: Begin typing the response in a short note or bullet point that summarizes the main points of the ticket 

  2. Select the message you have typed in the reply editor.

  3. Click on the "Expand Text" feature option.

  4. The Expand tool will then generate a full-fledged response based on the initial note or bullet point.

  5. Review the expanded message to ensure it conveys the intended meaning and tone.

  6. Click on send to reply to the intended customer.

The message expand feature delivers output in the agent's profile language for more personalized communication


This feature is currently available as an add-on for Freddy Copilot. Interested customers on Pro and Enterprise plans can reach out to their account managers or navigate to their respective billings pages to purchase the add-on.

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