Freddy AI is Freshworks’ built-in AI for customer service, which Freshworks calls “the no-code AI”. It has three parts: Freddy AI Agent talks to customers and takes actions, Freddy AI Copilot helps your support agents, and Freddy AI Insights alerts support leaders. It works across Freshdesk and Freshchat, and the AI Agent is billed per session.
This guide is for the support lead or store owner who runs Freshdesk or Freshchat, or is weighing them. It covers what each part of Freddy AI does, what it can do for an online store, what it costs and where an e-commerce team needs more. Facts are from Freshworks’ own pages, as of October 2026. For the wider suite, start at our Freshworks hub.
What is Freddy AI?
Freddy AI is the AI layer of Freshworks’ customer service products. Freshworks describes it as “the built-in AI solution for automated customer support”: an AI agent that resolves customer queries, a copilot for your team and insights for leaders. Searches for “Freshdesk AI” land on the same thing, because Freddy is the AI inside Freshdesk.
Freshworks’ Freddy page presents it as no-code AI that “goes live in minutes” to resolve queries, assist your team and share insights. Freshworks also uses the Freddy name in Freshservice, its IT service desk, and in its CRM (CRM page). This guide covers Freddy for customer service.
What are Freddy AI Agent, Copilot and Insights?
Freddy AI has three parts, each for a different person. Freddy AI Agent talks to your customers and takes actions. Freddy AI Copilot works next to your support agents, suggesting replies, summarising and translating. Freddy AI Insights gives support leaders proactive alerts with root-cause analysis. A separate Email AI Agent works email tickets.
| Part | What it does | Who uses it | Where it sits and how it is priced |
|---|---|---|---|
| Freddy AI Agent | Resolves customer queries and takes actions such as refunds | Your customers | Freshdesk and Freshchat, Growth plan up, priced per session |
| Freddy AI Copilot | Suggests replies, summarises conversations, translates messages | Your support agents | Add-on on Pro and Enterprise, priced per agent |
| Freddy AI Insights | Proactive alerts with root-cause analysis, answers questions on request | Support leaders | Enterprise plan on Freshdesk |
| Email AI Agent | Works email tickets | Your customers, by email | Freshdesk, priced per 72-hour session |
The descriptions come from Freshworks’ Freddy page and the plan placement from the Freshdesk pricing page, as of October 2026. The Agent and the Copilot are priced differently: sessions for the Agent, a seat add-on for the Copilot.
Is the Freshchat AI chatbot the same as Freddy AI?
Yes. The Freshchat AI chatbot is Freddy AI Agent, the same customer-facing agent Freshdesk offers. Freshchat is Freshworks’ product for live chat and messaging, and its pricing page lists Freddy AI Agent from the Growth plan up, not on Free. So the Freshchat chatbot and the Freshdesk chatbot are one product.
Freshchat’s own page talks about “AI-driven bots” across website, app and messaging channels, and its pricing page names them: Freddy AI Agent. On chat, a session covers all of a customer’s interactions with the AI agent within 24 hours. Freshworks’ Freddy agent page presents it as a no-code agent with ready-made agents, such as an order management agent for e-commerce.
For the upgrade path from Freshchat to chat inside the ticket inbox, see Freshdesk Omni.
How does Freddy AI work in Freshdesk?
In Freshdesk, Freddy AI Agent is set up without code in AI Agent Studio. You point it at websites, documents and your help centre, it learns from them, and you add skills and workflows so it can act in connected systems. It answers in 60+ languages across email, webchat, WhatsApp and social, and hands off to a person with context.
Freshworks’ October 2024 press release says teams deploy it “without needing to code or train models”. The agent page adds the rest, as of October 2026:
- Skills Library: pre-built Shopify and Stripe skills for tasks such as order tracking or refund processing, per the June 2025 launch post.
- Real-time actions: connected to backend systems, it can process refunds, update orders and verify details.
- AI Agent Studio: a no-code builder for custom agents and actions beyond the pre-built ones.
- Self-improves: Freshworks lists it as a feature, with performance views across topics, resolutions, escalations and drop-offs.
On self-improvement, Freshworks does not describe the mechanism further on these pages (as of October 2026). Its help article on testing describes admin-led testing in AI Agent Studio, with test queries, ratings and added Q&As. For how a Freshdesk ticket holds the order your agents and Freddy work from, see our Freshdesk ticketing guide.
Where did Freddy come from?
Freddy arrived in stages. Generative AI launched in June 2023 as Freddy Self Service, Freddy Copilot and Freddy Insights. Freddy AI Agent followed in October 2024 as the successor to Freddy Self Service, and the Skills Library and AI Agent Studio reached general availability in June 2025.
| Date | What Freshworks announced |
|---|---|
| June 2023 | Freddy Self Service, Freddy Copilot and Freddy Insights, the generative AI launch |
| 23 October 2024 | Freddy AI Agent announced as the successor to Freddy Self Service, with a beta sign-up |
| 11 June 2025 | Skills Library (Shopify and Stripe) and AI Agent Studio, generally available |
The dates come from Freshworks’ October 2024 press release and its June 2025 launch post. So Freddy AI Agent arrived in 2024 as an AI layer on top of Freshworks’ ticketing and messaging products.
What can Freddy AI do for an online store?
For an online store, Freddy AI Agent can answer order questions and take actions in connected systems. Freshworks lists ready-to-launch Vertical AI Agents with “50+ Agentic Workflows”, such as update subscription, cancel order and check stock availability, and integrations with Shopify, Stripe, PayPal and FedEx. Freshworks markets resolution of up to 80% of queries.
| Store job | What Freshworks lists for Freddy AI Agent (October 2026) |
|---|---|
| Where is my order | Order tracking skill for Shopify; FedEx among the listed integrations |
| Refund | Refund processing skill for Shopify and Stripe; refunds through connected systems |
| Cancellation | Cancel order workflow in the Vertical AI Agents |
| Subscription change | Update subscription workflow; changing subscription plans |
| Stock question | Check stock availability workflow |
| Payment question | Stripe and PayPal among the listed integrations |
The workflows and integrations are on the agent page, and the subscription and refund actions on the Freddy page. Anything beyond the pre-built set, you build in AI Agent Studio. For the store job that fills most inboxes, see our WISMO use case.
What results does Freshworks quote?
Freshworks quotes “up to 80%” resolution on its Freshdesk page, next to named customer results such as iPostal1 at 54% of queries resolved with AI and the UK craft retailer Hobbycraft at 30% of queries handled by AI. Its figures come from different pages, dates and contexts, so each is its own claim.
| Claim | Where Freshworks says it |
|---|---|
| Up to 80% resolution | Freshdesk page and Freddy page |
| iPostal1: 54% of queries resolved with AI | Freshdesk page |
| Hobbycraft: 30% of queries handled by AI | Freshdesk page |
| Woolacombe Bay: 69% reduction in average resolution time | Freshdesk page |
| Customer support users: an average of 45% of service requests resolved autonomously | October 2024, press release |
| Deflects up to 86% of customer requests | Freshchat pricing |
| More than 5,000 organisations helped since 2023 | June 2025, launch post |
All of these are Freshworks’ own figures, across industries. Treat the headline as a ceiling to test against your own tickets, not a forecast for your store.
What does Freddy AI cost?
As of October 2026, Freddy AI Agent is on Freshdesk’s Growth, Pro and Enterprise plans with the first 500 sessions included, once per account, then $49 per 100 sessions. Freddy AI Copilot is a $29 per agent per month add-on, billed annually, on Pro and Enterprise. Freddy AI Insights is on Enterprise. All prices are in USD from freshworks.com.
A session is a time window, not a message: 72 hours from the customer’s first email for the Email AI Agent, and 24 hours from the start of a chat. On Freshchat, Freddy AI Agent has the same 500 sessions once per account and $49 per 100, with paid plans at $19, $49 and $79 per agent per month, billed annually, per the Freshchat pricing page.
Plan prices, session packs, Copilot and worked examples at 1,000, 5,000 and 10,000 tickets a month are in our Freshdesk pricing guide.
Where does an e-commerce team need more than Freddy AI?
An e-commerce team needs the agent to think in orders, returns and subscriptions, and to keep getting better on its own tickets. Freddy AI is built for every industry: Freshdesk is a general-purpose help desk, and e-commerce is one vertical among several, reached through skills and workflows. That is where a store feels the gap.
- Order depth is something you assemble. The pre-built skills and Vertical AI Agents cover common jobs; anything beyond them is built by your team in AI Agent Studio, so the action depth depends on what you build and maintain.
- Several systems in one answer. A store’s answer often needs the order, the carrier, the returns app and the subscription app together. Check how many of yours Freddy reads in one reply.
- How it learns. Freshworks says Freddy “self-improves”, but its pages do not describe what it learns from or whether you approve changes (as of October 2026). Ask before you rely on it.
- Your own tickets. Test it on real customer questions before go-live.
Our view: Freddy is AI bolted onto a general-purpose help desk, added to ticketing in 2023 and 2024. It is capable, it takes actions and it ships Shopify skills. But the store logic reaches only as far as the skills and workflows you configured. The difference between a bot that answers and an agent that acts is in our agent guide.
How does Engaige work inside Freshdesk?
Engaige (that’s us) isn’t a help desk and isn’t Freddy: it is the e-commerce-native AI support agent that plugs into your Freshdesk in place of Freddy AI Agent. Keep your helpdesk. Replace the AI. Engaige AI, the part you talk to in plain language, configures the agent and learns from your team. At MR MARVIS, Engaige handles over 120,000 questions a year, resolving over 60% of the conversations it’s involved in.
Keep Freshdesk, no migration. Engaige works on your existing Freshdesk tickets, macros and history, and is live in Agent Assist in hours. It can take chosen ticket types while Freddy AI Agent keeps the rest, so you compare both on your own tickets before you switch. The Freshdesk integration has the setup.
Built for e-commerce, deepest on Shopify. Engaige reasons in the order lifecycle: WISMO, refunds and returns, cancellations, address changes and subscription changes. On Shopify it combines live Admin API data, pricing across markets and SKUs, inventory, orders and customers, with the marketing content from your storefront. It ships 50+ native integrations with vetted, plug-and-play actions you enable, and connects to any system you run.
Learns from your team’s normal work. In Agent Assist, every reply your team sends is compared with what the agent suggested, one of the signals Engaige AI learns from, next to the conversations, your inputs, hand-offs and emerging trends. Engaige AI proposes each change with its reasoning and you approve it before it goes live. It keeps learning once autonomous, from emerging trends and the tickets handed back to your team.
Reasoning you can open. Open any conversation in Engaige and you see the full reasoning behind every answer and action. When the agent hands a ticket to your team, it leaves a summary of its reasoning as an internal note in the Freshdesk ticket.
Hi, where is my order? It's been eight days and the tracking hasn't moved.
Shopify
Order 48219 · fulfilled
Picqer
Still processing Contradicts Shopify
DHL
Returned to depot · 3 delivery attempts
Settles it: the parcel is not with the customer
Reasoning…
Not deliverable. Reship to a confirmed address, booked in Picqer.
Suggested reply
Your parcel went back to the depot after three delivery attempts, so it will not arrive. I have booked a reshipment to the address you confirmed, arriving Thursday.
Control per step. You decide per step whether the agent acts on its own or drafts for your team, and you can set thresholds, such as sending refunds above a certain amount to a person first. Once a ticket type is autonomous, Engaige takes the action, replies to the customer and closes the ticket.
Engaige offered control, flexibility, and the ability to really incorporate AI in a more human way.
Ticket types go autonomous one at a time, most brands in about a week, up to 90% of supported tickets; autonomous from day one is also supported. Engaige is text-first by design: email, chat, WhatsApp, SMS and social DMs. Pricing is a flat monthly fee tied to your ticket volume, predictable as you scale.
If you are weighing a move away from Freshdesk altogether, our Freshdesk alternatives guide covers the wider field, and Freshdesk vs Zendesk weighs the two help desks. If you ever change help desk, your Engaige setup comes with you.
Frequently asked questions
Is Freddy AI free in Freshdesk?
Not beyond a trial allowance. Freddy AI Agent comes with the first 500 sessions included once per account on Growth, Pro and Enterprise, then $49 per 100 sessions. Freddy AI Copilot is a paid add-on at $29 per agent per month, billed annually, as of October 2026.
What is Freshchat AI?
Freshchat AI is Freddy AI in Freshchat, Freshworks’ live chat and messaging product. Its AI chatbot is Freddy AI Agent, on the Growth plan and up, with the first 500 sessions included once per account, then $49 per 100 sessions, as of October 2026. Freddy AI Copilot is an add-on for your agents on Pro and Enterprise.
Is there a Freshdesk AI chatbot?
Yes. Freddy AI Agent is the Freshdesk AI chatbot, and the same agent runs in Freshchat. It learns from the websites and documents you point it at, takes actions through skills and workflows, and hands off to a person with context.
What counts as an AI Agent session in Freshdesk?
On chat, a session covers all of a customer’s interactions with the AI agent within 24 hours. For the Email AI Agent, a session is a 72-hour window from the customer’s first email. Billing is per session, not per message.
What is the difference between the AI Agent and Copilot in Freshdesk?
The AI Agent talks to your customers and resolves their queries. The Copilot works next to your team, suggesting replies, summarising conversations and translating messages. The Agent is priced per session; the Copilot is a per-agent add-on.
Can Freshdesk’s AI agent process Shopify refunds?
Freshworks says it can. The Skills Library has pre-built Shopify and Stripe skills for tasks such as order tracking or refund processing, and Vertical AI Agents list workflows such as cancel order. Anything beyond the pre-built set is built in AI Agent Studio.
Does Freddy learn over time?
Freshworks lists “self-improves” as a feature and describes performance views across topics, resolutions, escalations and drop-offs. Its pages do not describe the mechanism further, as of October 2026.
Do I have to leave Freshdesk to use a different AI agent?
No. Engaige plugs into the Freshdesk you run in place of Freddy AI Agent, with no migration. It can take chosen ticket types next to Freddy, so you compare both on your own tickets. See the Freshdesk integration.
How is Engaige different from Freddy AI?
Engaige is built for e-commerce: it reasons in the order lifecycle and ships vetted store actions you enable, rather than skills you assemble. Once a ticket type is autonomous, it takes the action, replies and closes the ticket. Engaige AI learns from your team’s replies in Agent Assist, and you approve every change before it goes live.
