Freddy AI Agent
Freshworks' no-code AI agent for Freshdesk that answers customers over chat and email and runs workflows. By Freshworks.
94% of reviewers who mention it are positive on “resolves customer questions on its own” (16 of 17; 95% interval 73%–99%). 1 review reports wrong or invented answers.
What reviewers say
20 public reviews about the AI, from G2 (via AWS Marketplace), PeerSpot (via AWS Marketplace), AWS Marketplace. Each share counts the reviews that mention the point.
Does the job
94%73%–99%16 of 17
Accuracy
2 of 3too few to rateHandoff to a person
1 of 1too few to rateCost
3 of 4too few to rateSetup and upkeep
2 of 4too few to ratePraise
“The Freddy AI operates quite effectively when it is functioning properly.”
“So when they log in, the chatbot responds based on our FAQ, and they get serviced on the spot.”
“When our human agents are busy, the AI chatbot takes over, sifting through and answering simple queries to enhance our customer engagement.”
“FreshChat has positively impacted my organization by decreasing the amount of emails that the CSM has to get involved in because the AI is able to either answer or triage more effectively.”
“For example, when clients send a message, the AI is able to respond to them as soon as possible.”
“the cost has been saved because of using fewer employees to respond to tickets and using AI to send auto-responses that are solutions to technical questions clients ask.”
Complaints
“The Freddy AI operates quite effectively when it is functioning properly.”
“Regarding the accuracy and reliability of Freshdesk Omni's AI output, as I mentioned earlier, it is not very accurate, and sometimes it generates content that is out of context.”
“The LLMs provided have very few AI units. It should offer a better limit for each agent call, or reduce the AI units required per call.”
“Training AI is a little difficult and understanding the reports is a little confusing.”
“We would greatly appreciate it if the AI chat agent could be more advanced and intelligent.”
What it does
Freddy AI Agent answers customer questions and takes actions in connected systems, such as processing refunds, updating orders and verifying details1. It comes with prebuilt agents, more than 50 agentic workflows and integrations with Shopify, Stripe, PayPal and FedEx1. Admins build, test, deploy and measure agents for chat and email in AI Agent Studio2.
- Channels
- Chat, Email, WhatsApp, Instagram, Messenger, LINE
- Works with
- Runs in Freshdesk: chat agents on the web widget and Freshchat channels, email agents on Freshdesk mailboxes, support portals and web forms2.
Handing a conversation to a person
As Freshworks documents it. Reviewers' experience of handoffs is in the shares above.
Controls
Safety and review features, as Freshworks documents them.
- Answers draw on approved knowledge sources and business policies; behavior instructions set tone, compliance language and response boundaries2
- Confidence-based escalation in workflows2
- Preview widget for testing; previewing consumes sessions whether or not the agent is published2
- Bulk evaluation runs of up to 100 test queries, typed in or generated by Freddy AI, with each answer marked Answered or Unanswered and Accepted or Rejected3
- Roll-out controls and spam detection for the Email AI Agent1
- Reports on topics, resolutions, escalations and drop-offs1
Setup
What Freshworks claims
The vendor's own figures. Shown as claims; never used in a result.
- Freshworks says it is trusted by more than 74,000 businesses1
Not found in public sources
We looked for these and could not find them.
- A voice channel for Freddy AI Agent in Freshdesk
- What a human agent receives at handoff
- Approval or versioning of agent changes
- A published resolution rate
Billing
Per conversationFreddy AI Agent is billed in sessions: the first 500 are included once per account on Freshdesk Growth, Pro and Enterprise, then $49 per 100 additional sessions4.
What counts: "A session is a unique interaction between an end-user and an AI Agent"; for email, all AI replies within 72 hours of the customer's first message count as one session4. The help center gives chat sessions a 24-hour length2.
You pay even when the AI hands the customer to a person.
Reviews found
- About the AI
- 20
- Sources
- 3
- Collected
- Oct 8, 2026
Where we looked
- AWS Marketplace review pages for Freshdesk, Freshdesk Omni and Freshchat (G2 and PeerSpot reviews syndicated in full, plus AWS reviews): 684 reviews dated 2024-10-01 or later read; 20 describe the customer-facing AI agent or AI chatbot by name or by what it does
- Rule-based chatbot or flow mentions without AI, partner/consultant reviews and reviews about Freddy in Freshsales (CRM) excluded
- G2: 403
- Capterra, Software Advice, GetApp: 403
- TrustRadius: 403
- Trustpilot freshworks.com: no Freddy-specific reviews on page 1 (full text not readable)
- Reddit: login wall, no threads readable
- Shopify App Store: no Freshdesk or Freshchat listing (404)
Also in AI agents
Markdown copy: freddy-ai-agent.md. Something wrong? See corrections. Get Support AI is not affiliated with Freshworks.