Login
Support home ›

Resources

Community › Video Library › Agent Training ›

Products

Freshservice › Freshdesk › Freshchat › Freshcaller › Freshsales › Freshteam › Freshworks Neo › Freshsurvey ›
Solution home Freddy AI for Ticketing Freddy AI Agent Studio

Configure Advanced Settings for AI Agents

Modified on: Mon, 1 Dec, 2025 at 10:10 AM

TABLE OF CONTENTS

Once you’ve configured your AI Agent with the Knowledge Sources or Workflows, you can enhance its performance by configuring additional settings. These settings help automate resolution, manage after-hours interactions, personalize user engagement, and ensure your AI Agent delivers consistent, human-like support around the clock.


Configure settings

To configure settings for AI Agent:

  1. Log in to your account.
  2. From the left navigation pane, click AI Agents.
  3. On the AI Agent Studio page, click on the AI Agent.
  4. Click Configure > Settings. You can configure the following settings:
    1. Auto-resolve conversation due to inactivity
    2. Externally share AI Agent preview
    3. Agent handoff experience outside business hours
    4. Collect user details


Auto-resolve conversation due to inactivity

Automatically close conversations that are inactive for a specified period. This keeps your inbox clean and ensures that unattended tickets are automatically closed after a set duration.

  1. On the AI Agent page, click Configure > Settings. 
  2. Click Auto-resolve conversation due to inactivity.
  3. Enter the duration of inactivity in hours and minutes.
  4. Click Save.

Create a shareable preview link for your AI Agent so that internal teams or stakeholders without agent licenses can test and provide feedback.


Note: Before generating the preview, ensure that you configure your AI Agent by defining its responses and flows.


To generate the preview link:

  1. On the AI Agent page, click Configure > Settings. 
  2. Click Enable Externally shareable preview.
  3. Copy the generated link and share it with the stakeholders. 


Using the preview button

Once you enable this option, the Preview button will be active. You can use this to preview the AI Agent as you configure it or view it in a new tab.

Note: In the preview mode, Agent transfers will not be done for unanswered queries or if human agent support was requested.

Configure agent handoff experience outside business hours

Define how your AI Agent handles conversations when customers contact after your business hours. This ensures smooth and personalized interactions, even when your team is unavailable.

Benefits:

  1. Seamless Customer Experience: Configure automated actions and custom responses to manage after-hours queries effectively.
  2. Flexible Actions: Choose to respond to the query, transfer to a specific agent, or transfer to a group for better handling.
  3. Quick Setup: Enable and manage away experience settings with just a few simple steps for instant functionality.
  4. Multilingual Support: Automatically detect and respond in the customer’s language for a global user base.

To configure:

  1. On the AI Agent page, click Configure > Settings.
  2. Enable Agent handoff experience outside business hours.
  3. Perform the following actions:
    • Select Business Hours: Choose the business hours your AI Agent will follow. The default business hours are pre-selected.
      Note: To view or edit your existing business hours, click the Business hours link.
    • Execute this action: Select the action to execute during out-of-business hours:
      • Send a message and resolve: Automatically send a message to address the query and close it.
      • Make available for assignment: Make it available for assignment to agents.
      • Transfer conversation to group: Assign the conversation to a designated group and select the group to handle the conversation.
    • Enter the message the AI Agent should send to the customer. You can also format the content, add hyperlinks and emojis, if necessary.
  4. Add supported languages from the right pane. The AI Agent will detect the customer’s language and respond accordingly.
  5. Click Save.

Collect user details

Collect essential customer information, such as, name, email, or location to personalize conversations and make agent handoffs smoother. You can collect up to five custom properties.


User details are collected as part of the AI Agent’s initial greeting. This will be triggered in the following scenarios:

  • When queries are unanswered
  • When the user explicitly requests an agent
  • When negative feedback is received
  • When a user’s query falls under sensitive topics

Note: Properties are not collected if a conversation is transferred to agents through Workflows.


To collect user details:

  1. On the AI Agent page, click Configure > Settings > Collect user details.
  2. On the Collect user details pane, specify the following:
    1. Collect the user details during the Introduction as part of the AI Agent’s initial greeting (this is auto-filled).
    2. Add Properties that AI Agent should Collect
      • Choose from available text, paragraph, or number fields.
      • Add description to provide additional context, if needed.
      • You can mark the fields as Required. Properties that are not marked as Required can be skipped if the customer denies them or requests other information.

         
    3. Click Save.
      A toggle will appear next to Collect user details to indicate the feature is active.
    4. Click Sync fields to automatically refresh contact fields when properties are added or removed.


Note: Collecting unique identifiers like email or phone numbers could have security implications. Please ensure compliance with your organization's data policies.


Manage and remove fields

  1. To stop collecting user details, turn off the Collect user details toggle. 
  2. To remove any property, click on the minus icon and click Save. 


Note: If a selected property is deleted from your contact fields, you will see the following error next to that field:

“This property was removed from contact fields or ticket properties. Select a different property or remove it to proceed.”

To resolve this, either choose a new property or delete the invalid one from your configuration.