TABLE OF CONTENTS

• Purchase add-ons
  • Assign Freddy AI roles to agents
  • Auto-recharge Freddy AI Sessions

Freddy AI add-ons empower your support teams with powerful AI-driven tools to boost productivity, improve response quality, and simplify everyday support tasks.

You can purchase and manage Freddy AI Copilot and Freddy AI Agent add-ons directly within Freshdesk to help agents resolve tickets faster and deliver consistent, high-quality customer service.

Freshdesk provides the following add-ons to access Freddy AI capabilities:

• Freddy AI Copilot add-on
  The Freddy Copilot add-on gives agents access to Freddy AI Copilot and Freddy AI Insights (Beta) features. It helps agents write more effective responses, generate ticket summaries and solution articles, and more. For a detailed feature list, see Overview of Freddy AI.
  • When you purchase at least 1 Freddy Copilot add-on license, you will get access to Freddy Insights beta at the account level (for all agents). 
  • Admins can manage Insights access from the Admin page.
• Freddy AI Agent add-on
  The Freddy AI Agent add-on enables you to deploy AI Agents that provide instant, contextual assistance to customers. Each session includes all interactions between an end-user and the AI agent within a 24-hour window. A single pack contains 100 sessions and costs $100.
  • Sessions are automatically added to your account for the current billing cycle upon purchase.
  • You can buy additional packs at any time based on usage or traffic.
    
    

Note: For new customers, we provide a one-time complimentary 500 Freddy AI Agent sessions with the purchase of Growth, Pro, or Enterprise plan. Once exhausted, you can purchase Freddy AI Agent session packs as an add-on.

For more information, see Freddy AI Session Packs.

Purchase add-ons

1. Log in as an admin and go to Admin > Plans and Billing.
2. Click Manage Subscriptions.
3. To purchase Freddy AI Agent Add-on: 
   • Enable Freddy AI
   • Enter the number of packs (1 pack = 100 sessions)
4. To purchase Freddy AI Copilot Add-on:
   • Enable Freddy AI Copilot
   • Add the number of Copilot agents.
5. Review the total cost and click Update plan.
   
   

For trial customers:

Freddy Copilot will be available for purchase and can be explored during trial period. However, you can access Freddy AI Copilot capabilities from roles and permissions.

Assign Freddy AI roles to agents

After purchasing Freddy AI add-ons, you can assign Freddy Copilot or Freddy Insights roles to agents so they can access the respective AI features. Roles determine which agents consume Freddy licenses and what AI capabilities they can use. 

You can assign roles to individual agents or perform a bulk action. For instructions, see Assign Freddy Roles to Agents.

Auto-recharge Freddy AI Sessions

To prevent service interruption, you can enable auto-recharge for Freddy AI sessions. When your remaining session packs fall below the set threshold (default: 50 sessions), the packs will be automatically added to your account.

• Default auto-recharge volume: 1 pack = 50 sessions
• You can adjust the number of packs or disable this feature at any time.

To enable auto-recharge

1. Go to Admin > Account > Plans & Billing.
2. Click Manage Subscriptions.
3. Enable the Freddy AI Agent add-on.
4. Select Auto-recharge.
   
5. Enter the number of packs to be auto-recharged.
   
   

Note: Auto-recharge is available to customers with online payment methods.