The Freshchat AI chatbot is Freddy AI Agent, the customer-facing part of Freshworks’ Freddy AI. Freshchat is Freshworks’ “AI-powered omnichannel messaging platform” for live chat, messaging and bots. Freddy AI Agent is set up without code in AI Agent Studio, learns from the websites and documents you point it at, takes actions such as refunds, and is billed per session.
This guide is for the support lead or store owner who runs Freshchat or Freshdesk, or is weighing them. It covers what the bot is, how it works, what it costs and what to check first. Searches for “freshdesk chatbot” and “freddy ai freshdesk” land on the same product, which works in both Freshchat and Freshdesk. For the wider suite, see the Freshworks family.
What is the Freshchat AI chatbot?
The Freshchat AI chatbot is Freddy AI Agent. Freshchat is the Freshworks product for live chat and messaging, and its bot is the same Freddy AI Agent that Freshdesk offers. As of October 2026, Freshworks calls Freshchat “an AI-powered omnichannel messaging platform” with live chat and chatbot solutions.
The Freshchat product page talks about “AI-driven bots” across website, app and messaging channels without naming Freddy. The Freshchat pricing page names the bot: Freddy AI Agent, listed from the Growth plan up and not on Free. Freshworks’ own Freddy agent page presents it as a no-code AI agent, with ready-made agents such as an order management agent for e-commerce.
For the upgrade path from Freshchat, see Freshdesk Omni.
What is Freddy AI in Freshdesk and Freshchat?
Freddy AI is Freshworks’ built-in AI, in three parts: an AI Agent that talks to customers, a Copilot that helps your agents and Insights for support leaders. A separate Email AI Agent handles email tickets. As of October 2026, Freshworks describes the three parts on its Freddy AI page (Freddy AI page).
| Part | What it does | Who uses it | Where it sits and how it is priced |
|---|---|---|---|
| Freddy AI Agent | Talks to customers, resolves queries and takes actions | Your customers | Freshchat and Freshdesk, Growth plan up, priced per session |
| Freddy AI Copilot | Suggests replies, summarises conversations, translates messages | Your support agents | Paid add-on on Pro and Enterprise, see the cost section |
| Freddy AI Insights | Proactive alerts with root-cause analysis | Support leaders | Listed as an Enterprise feature on Freshdesk pricing |
| Email AI Agent | Works email tickets, with roll-out controls and spam detection | Your customers, by email | Freshdesk, priced per 72-hour session |
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. Freddy AI Agent arrived in 2024 as an AI layer for Freshworks’ ticketing and messaging products.
How does the Freshdesk chatbot work?
The Freshdesk chatbot, Freddy AI Agent, works without code. You point it at websites and documents, it learns from them, and you build and manage it in AI Agent Studio. It can also take real-time actions in connected systems, so it is more than an FAQ bot.
Freshworks’ October 2024 press release says teams deploy it “without needing to code or train models”, and that it crawls the resources you give it. The Freddy AI Agent page (Freddy agent page) adds the rest of the picture, 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.
- Vertical AI Agents: ready-to-launch agents with “50+ Agentic Workflows”, such as update subscription, cancel order and check stock availability, with integrations including Shopify, Stripe, PayPal and FedEx.
- Real-time actions: by connecting to backend systems it can process refunds, update orders and verify details.
- Languages and channels: 60+ languages, across email, webchat, WhatsApp and social.
- Hand-off: conversations transfer to a human with full context.
Freshworks also lists “self-improves” as a feature. Its copy describes performance views across topics, resolutions, escalations and drop-offs, and guidance for admins to close knowledge gaps. 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.
What does Freshworks say Freddy resolves?
Freshworks quotes several resolution figures across its pages. They come from different pages, dates and contexts. Each is its own claim.
| Claim | Where Freshworks says it |
|---|---|
| Up to 80% of queries resolved | Freddy AI page and Freshdesk page |
| An average of 45% of customer support service requests, in its beta | October 2024, press release |
| Up to 70% ticket deflection, in instances | June 2025, launch post |
| Deflects up to 86% of customer requests | Freshchat pricing page |
| Helped more than 5,000 organisations since 2023 | June 2025, launch post |
What does the Freshchat AI chatbot cost?
As of October 2026, Freddy AI Agent comes with 500 free sessions on Freshchat’s Growth, Pro and Enterprise plans, then $49 per 100. A session is not a single message: on chat it covers all of a customer’s interactions within 24 hours of the start, and for the Email AI Agent it is a 72-hour window from the customer’s first email. Figures are from Freshworks, fetched 16 October 2026.
| Item | Freshchat | Freshdesk |
|---|---|---|
| Plans with Freddy AI Agent | Growth, Pro, Enterprise (not Free) | Growth, Pro, Enterprise |
| Free sessions | First 500, once per account | First 500 included |
| Extra sessions | $49 per 100 | $49 per 100 |
| What one session is | On chat, all interactions within 24 hours of the start | For the Email AI Agent, a 72-hour window from the customer’s first email |
| Freddy AI Copilot add-on | $29 per agent per month, billed annually, on Pro and Enterprise | Same add-on, see the Freshchat column |
The sources are the Freshchat pricing page and the Freshdesk pricing page. Freshworks says the Copilot can be assigned to any number of agents, per the same pricing pages.
Per-agent plan prices are in the Freshdesk overview on the hub.
What should a store check before relying on Freddy AI Agent?
Freshworks markets Freddy AI Agent as an agent that acts, not only a chatbot that answers; the full difference is in our AI agent guide, and a shortlist of e-commerce chatbots is there too. Check five things before you rely on any AI agent: which order actions it covers out of the box, how many conversations you expect, which channels you run, how hand-offs reach your team, and how it behaves on your own questions. They are the points where stores differ.
- Order actions: which jobs the pre-built Shopify skills cover, and what you would build in the no-code builder.
- Volume: how many conversations a month you expect.
- Channels: which you run in Freshchat and which in Freshdesk, such as chat on one and email on the other.
- Hand-offs: how a ticket reaches your team, and what they see when it does.
- Your own questions: test it on real customer questions before go-live.
Freshworks lists Vertical AI Agents with workflows such as update subscription, cancel order and check stock availability, connected to apps including Shopify and Stripe, on its Freddy agent page, and a no-code builder for anything custom. Engaige ships native Shopify actions you enable, with 50+ native integrations and vetted, plug-and-play actions, and connects to any system you run. See also how a Freshdesk ticket holds the order.
Where does Engaige fit?
Engaige (that’s us) is the e-commerce-native AI support agent that plugs into your Freshdesk in place of the built-in Freddy AI Agent, working on your existing tickets with no migration. Keep your helpdesk. Replace the AI. Engaige takes the action, such as a refund, replacement or address change, replies to the customer and closes the ticket, and your team steps in only where your policy says so. The Freshdesk integration has the setup.
Engaige is the agent that resolves your tickets. Engaige AI configures it in plain language and proposes improvements you approve. At MR MARVIS, Engaige handles over 120,000 questions a year, resolving over 60% of the conversations it’s involved in.
The angle is answering from the live order and showing why. Before it answers, Engaige reads the order and catalogue and the other connected systems. On Shopify, Engaige combines live Admin API data, pricing across markets and SKUs, inventory, orders and customers, with the marketing content from your storefront. So it has both the exact commerce facts and your brand’s voice.
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 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.
That visible reasoning helps the team improve the agent. When an answer is wrong or thin, the reasoning shows where information is missing or unclear, so you fix the policy or the content rather than guess.
Within the AI we can see the reasoning, and how it comes to a response. That shows us where information is missing or unclear, and helps us improve our workflow.
You can start in Agent Assist, live in Agent Assist in hours, where your team checks each draft, or launch autonomous from day one.
Every reply your team sends is one of Engaige AI’s training signals: it compares what your team said with what the agent suggested, learns from the difference and proposes changes you approve, and keeps learning once autonomous, from emerging trends and the tickets handed back to your team. Brands that move quickly are autonomous in about a week, and Engaige automates up to 90% of supported tickets.
Engaige is text-first by design: email, chat, WhatsApp, SMS and social DMs. Text gives the AI time to read the order, check your policy and act, so resolution quality is higher than on a live call. Pricing is a flat monthly fee tied to your ticket volume, predictable as you scale.
Frequently asked questions
Is Freddy AI Agent the same as the Freshchat chatbot?
Yes. As of October 2026, Freshchat’s pricing page names its bot Freddy AI Agent, listed from the Growth plan up. Freshdesk offers the same Freddy AI Agent, set up in AI Agent Studio, so searches for the Freshchat chatbot and the Freshdesk chatbot describe one product.
Is there a Freshdesk AI chatbot?
Yes. Freddy AI Agent is the Freshdesk AI chatbot. It learns from websites and documents you point it at, takes actions through skills and workflows, and hands off to a human with full context. The Email AI Agent is the separate part for email tickets.
Is Freddy AI Agent included in the Freshchat Free plan?
No. Freshchat’s pricing page lists Freddy AI Agent from the Growth plan up, with 500 free sessions on Growth, Pro and Enterprise, once per account. Check the pricing page for the current terms.
What counts as a Freddy AI Agent session?
As of October 2026, a chat session covers all of a customer’s interactions with the AI agent within 24 hours of the start, and an Email AI Agent session is a 72-hour window from the customer’s first email. Billing is per session, not per message.
What is the difference between Freddy AI Agent and Freddy AI Copilot?
The AI Agent talks to your customers and resolves queries. The Copilot works alongside your team, suggesting replies, summarising conversations and translating messages. They are priced differently: sessions for the agent, a per-agent add-on for the Copilot.
Can Freddy 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 teams can build a custom AI agent in AI Agent Studio’s no-code builder. Check which actions the skills cover for your store before go-live.
How does Freddy AI Agent improve over time?
Freshworks lists “self-improves” as a feature and describes performance views and admin guidance to close knowledge gaps. It does not describe the mechanism further on these pages (as of October 2026).
How does Engaige improve over time?
Engaige AI compares what your team sent with what the agent suggested, learns from the difference and proposes changes you approve. Engaige keeps learning once autonomous, from emerging trends and the tickets handed back to your team.
Does Engaige work inside Freshdesk?
Yes. You keep Freshdesk and Engaige is the AI layer: it takes the action, replies and closes the ticket, with your team stepping in where your policy says so. See the Freshdesk integration. Readers weighing a full switch can read our alternatives guide.
How does Engaige show why it answered?
Every answer and action comes with its full reasoning, and a hand-off leaves a reasoning summary as an internal note, as described above.
