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An Agent Assist bot helps support agents deliver fast, consistent, and accurate responses by providing contextual guidance during live conversations. Without writing a single line of code, you can build a bot that integrates with your internal tools, supports multiple languages, and provides agents with real-time help—reducing dependency on supervisors and improving customer experience.

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Access the Agent Assist Bot Configuration

  1. Log in to your Freshdesk account as an Admin.
  2. Navigate to Admin settings > Freddy > Agent Assist bot > Configure. For Freshdesk Omni: Admin settings > Freddy AI and Self Service > Freddy for Ticketing > Agent Assist bot > Configure.
  3. Read through the introduction screen to understand the setup steps.
  4. Choose to either:
    1. Click Request demo to have our Sales/Support team connect with you, or
    2. Click Start to begin building your own Assist bot using templates or from scratch.

Explore and Use Prebuilt Templates

  1. After clicking Start, go to the My Bots page.
  2. Review the Demo Bot to get familiar with a sample setup.
  3. Select the Templates tab to view 58 prebuilt templates across industries like:
    • General
    • Travel
    • BFSI
    • E-commerce
    • EdTech
    • Healthcare
    • Logistics
    • Content
    • Telecom

Click on a template to:

  1. Explore conversation flows in the Build tab.
  2. Check out API libraries, custom functions, and custom properties in the Configure tab.
  3. Review QnAs under the Natural Language section.
Tip: Use the in-product Learn More link beside each feature for detailed documentation and best practices.

Click Use to clone and customize the template for your business needs.

Create a New Assist Bot from Scratch

  1. From the My Bots page, click New Bot.
  2. Enter a name and select the primary language.
  3. Choose whether to start with:
    1. Answers (for intent-based Q&A), or
    2. Flows (for guided agent journeys).
  4. Click Save to proceed.

Train the Bot Using Answers

  1. If you'd selected Answers, you'll be taken to Natural Language tab. Under the Natural Language > Train tab:
    • Create questions and their variants.
    • Map each question to an answer or an action.
    • Use the +New button in the QnA section to add training data.
  2. Under the Configure tab:
    • Enable Natural Language Detection for casual bot interactions.
    • Enable Small Talk to allow friendly conversations with agents.
    • Enable Feedback Collection to improve bot responses over time.
    • Configure Fallback Messages to handle unknown questions gracefully.
    • Add translations under Languages for multilingual support.

Build Interactive Flows to Assist Agents

If you selected Flows, you'll land on the Build tab.

  1. Explore the default Hello and Sorry flows.

  2. Add more flows to:

    • Detect agent intent.

    • Share contextual support articles.

    • Suggest next steps using decision logic.

  3. In the Configure tab:

    • Set up API libraries, custom functions, and properties.

    • Define bot variables, user variables, and account variables for dynamic flows.

    • Use Conditions to create logic-based paths.

Map Your Bot to Agent Groups

  1. Go to the Group Mapping section.

  2. Assign your bot to one or more Freshdesk groups to ensure agents receive relevant suggestions.

Monitor Conversations and Analyze Performance

  1. Under the Conversations tab:

    • View live messages exchanged between agents and the Assist bot.

    • Filter and analyze conversations to improve flows.

  2. Under the Analyse tab:

  3. Under Settings:

Preview and Publish Your Bot

  1. Use the Preview button to test your Assist bot before going live.

  2. Once satisfied, click Publish to activate the bot and start supporting agents in real time.

Trigger Agent Assist from Freshconnect

Let your agents trigger the Assist bot manually during conversations using Freshconnect for on-demand help with context-aware suggestions.


This feature is available on the Freddy AI Copilot add-on.