The following features are available for use in English, German, Dutch, French, Spanish (EU), and Spanish (LATAM), Portuguese (BR):

  • Voice Transcript Summarization
  • Solution Article Suggester
  • Reply Suggester
  • Canned Response Suggester
  • Thank You Detector
  • Automatically Suggest Variants
  • Auto Generate Answer from Suggested Solution Article
  • Conversational Actions for Bots (formerly Prompt-based bot builder)
  • Enhance Bot Dialog Content
  • Intent Detection in Bots flows
  • Small Talk for Bots
  • QnA/ FAQ Bots
  • Exceptions: 
    • Agent Assist (these languages except for Portuguese (BR))

The following features are available for use in Russian, Italian, Polish, Turkish, Czech, Danish, Flemish, Finnish, Norwegian, Japanese, Korean, Chinese (simplified), Chinese (traditional), Thai, Vietnamese, Spanish (ES), English, German, Dutch, French, Spanish (EU), Spanish (LATAM), and Portuguese (BR):

  • Conversation Summarizer
  • Ticket Summarization
  • Rephrase
  • Auto-complete
  • Solution Article Generator
  • Tone Enhancer
  • Message Expansion
  • Email Conversation Summarizer
  • Conversation to Ticket Summarization (formerly L1 to L2 Summarization)
  • Draft Email Generator
  • Conversational Actions (formerly Prompt-Based Agent Management)
  • Post Resolution Quality Coach
  • Conversation Analytics (formerly Prompt-based Analytics)
  • Live Translation
  • Sentiment Analysis
  • Email AI Agent (also supports Swedish in addition to the above list of languages)
  • Exception: 
    Conversation Analytics (formerly Prompt-based Analytics) is available in English, Russian, Italian, Polish, Turkish, Czech, Danish, Flemish, Finnish, Norwegian, Japanese, Korean, Chinese (simplified), Chinese (traditional), Thai, Vietnamese, and Spanish (ES)


The following features are available for use in English only

  • Proactive Insights
  • Bot Conversation Summarization
  • Proactive Quality Coach
  • Conversational Knowledge base (formerly Ask KB)

Note:
1) Primary account language: The language you set as the primary language in Admin > Helpdesk Settings > Languages > Manage Languages acts as the default or fallback whenever a conversation does not match any of the supported languages.
2) Conversation language: When conversations are initiated, Freddy determines the working language based on both the user’s language and the agent’s language preferences. This ensures that replies, translations, and AI suggestions are relevant to the actual participants rather than defaulting blindly to the account language.