# Freddy AI Agent (Freshworks)

Category: AI agents. Public reviews about the AI: 20. Profile updated 2026-10-08.

Freshworks' no-code AI agent for Freshdesk that answers customers over chat and email and runs workflows.

## What it does

Freddy AI Agent answers customer questions and takes actions in connected systems, such as processing refunds, updating orders and verifying details [1]. It comes with prebuilt agents, more than 50 agentic workflows and integrations with Shopify, Stripe, PayPal and FedEx [1]. Admins build, test, deploy and measure agents for chat and email in AI Agent Studio [2].

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 forms [2].

## Handoff

When the agent cannot resolve a query, it escalates to a human agent "preserving context" [2]; Freshworks says it transfers conversations "with full context" [1]. The exact information passed is not published [2]. If sessions run out, chats move to live agents [2].

## Controls

- Answers draw on approved knowledge sources and business policies; behavior instructions set tone, compliance language and response boundaries [2]
- Confidence-based escalation in workflows [2]
- Preview widget for testing; previewing consumes sessions whether or not the agent is published [2]
- 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 Rejected [3]
- Roll-out controls and spam detection for the Email AI Agent [1]
- Reports on topics, resolutions, escalations and drop-offs [1]

## Setup

Freshworks says "Launch AI agents in minutes" [1]. Its help center lists the steps: define the agent type and channels, add knowledge sources, instructions and workflows, test realistic scenarios, then deploy in a limited rollout [2].

## Billing

Per conversation. Freddy 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 sessions [4]. 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 session [4]. The help center gives chat sessions a 24-hour length [2].

## Vendor claims (not results)

- Freshworks says it is trusted by more than 74,000 businesses [1]

## Not found in public sources

- 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

## What reviewers say

- Does the job: 94% positive (16 of 17; 95% interval 73%–99%)
- Accuracy: 2 positive, 1 negative (too few to rate)
- Handoff to a person: 1 positive, 0 negative (too few to rate)
- Cost: 3 positive, 1 negative (too few to rate)
- Setup and upkeep: 2 positive, 2 negative (too few to rate)

> "The Freddy AI operates quite effectively when it is functioning properly." (Retail, G2 (via AWS Marketplace), 2026-09-10: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-74i5lrveck2ek)
> "So when they log in, the chatbot responds based on our FAQ, and they get serviced on the spot." (reviewer2879631, PeerSpot (via AWS Marketplace), 2026-08-09: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-74i5lrveck2ek)
> "When our human agents are busy, the AI chatbot takes over, sifting through and answering simple queries to enhance our customer engagement." (Moses K., PeerSpot (via AWS Marketplace), 2026-07-31: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-74i5lrveck2ek)
> "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." (reviewer2881437, PeerSpot (via AWS Marketplace), 2026-07-29: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-74i5lrveck2ek)
> "For example, when clients send a message, the AI is able to respond to them as soon as possible." (Stewart A., PeerSpot (via AWS Marketplace), 2026-06-23: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-zaqlgyttp4rum)
> "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." (Benjamin O., PeerSpot (via AWS Marketplace), 2026-06-17: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-zaqlgyttp4rum)
> "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." (BahatiAsher F., PeerSpot (via AWS Marketplace), 2026-06-16: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-zaqlgyttp4rum)
> "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." (Akshat K., G2 (via AWS Marketplace), 2026-06-05: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-74i5lrveck2ek)
> "FreshChat's best features include its AI chatbot, which is excellent." (Vikas K., AWS Marketplace, 2026-06-04: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-74i5lrveck2ek)
> "The AI-powered chatbots are also useful for handling routine questions right away, which helps reduce the workload on support agents." (Siddharth O., G2 (via AWS Marketplace), 2026-04-28: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-74i5lrveck2ek)
> "it also includes Freddy Agent to answer queries on demand and support customers 24/7." (Ganapathi K., G2 (via AWS Marketplace), 2026-04-23: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-h54kdzendnnkm)
> "I appreciate the AI integration through Freedly AI, which aids in chatbot automation and quick responses for basic customer handling." (Mandip P., G2 (via AWS Marketplace), 2026-04-20: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-74i5lrveck2ek)
> "It allows for less direct human contact with users by relying on automation and AI." (Information Technology and Services, G2 (via AWS Marketplace), 2026-03-06: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-h54kdzendnnkm)
> "Freshdesk Omni does it with the AI tool, hence saving cost and able to serve a lot of customers simultaneously." (Yilawah S., AWS Marketplace, 2026-02-13: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-zaqlgyttp4rum)
> "1 AI powered Chat bots, help in time saving and efficiency." (Primary/Secondary Education, G2 (via AWS Marketplace), 2026-01-21: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-74i5lrveck2ek)
> "Training AI is a little difficult and understanding the reports is a little confusing." (Vallinayagam G., G2 (via AWS Marketplace), 2025-09-17: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-74i5lrveck2ek)
> "The most valuable features of Freshdesk that I have found useful are the quick and automated customer handling that uses AI and self-service options" (Riendi P., AWS Marketplace, 2025-08-15: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-h54kdzendnnkm)
> "we want to switch as many users as possible to self serve and Freshdesk's Freddy AI has helped with that a lot." (Higher Education, G2 (via AWS Marketplace), 2025-06-18: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-h54kdzendnnkm)
> "We would greatly appreciate it if the AI chat agent could be more advanced and intelligent." (Brian K., G2 (via AWS Marketplace), 2025-01-17: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-h54kdzendnnkm)
> "Freddy AI features helped to deflect queries, boost agent and admin productivity." (Hospital & Health Care, G2 (via AWS Marketplace), 2024-10-24: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-h54kdzendnnkm)

## Sources

1. [Freddy AI Agent](https://freshworks.com/freshdesk-omni/freddy-ai-agent), Freshworks, accessed 2026-10-08
2. [Freddy AI Agent Studio: Configure, Automate, and Scale with AI](https://support.freshdesk.com/support/solutions/articles/50000011711-freddy-ai-agent-studio-configure-automate-and-scale-with-ai), Freshdesk Support, accessed 2026-10-08
3. [Evaluate and Improve Your Freddy AI Agent Responses in Freshdesk](https://support.freshdesk.com/support/solutions/articles/50000011715-evaluate-ai-agent), Freshdesk Support, accessed 2026-10-08
4. [Freshdesk pricing](https://www.freshworks.com/freshdesk/pricing/), Freshworks, accessed 2026-10-08

Canonical page: https://get-support-ai.com/products/freddy-ai-agent