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Freddy AI's Expand Text feature enables support agents to convert brief notes into detailed responses, improving communication efficiency and accuracy. This feature is especially useful for agents handling multiple inquiries simultaneously, enabling them to save time and deliver top-notch customer service. Discover how adopting this feature can lead to significant improvements in your team's efficiency and service quality.

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Benefits of using Expand Text

  • Save Time: Simplify your workflow by converting short notes into comprehensive responses, allowing you to manage a higher volume of customer inquiries efficiently.
  • Improve Accuracy: Ensure that your responses are detailed and accurate, minimizing the risk of miscommunication and enhancing customer satisfaction.
  • Personalized Communication: The expanded messages are automatically generated in the agent's profile language, ensuring consistent and personalized customer interactions.

Important considerations for using Expand Text

  • Profile Language Adaptation: Expand Text tailors the expanded text to match the agent's profile language. Make sure your language settings align with your audience's needs.
  • Feature Accessibility: This is a Freddy AI Copilot add-on, accessible to Pro and Enterprise plans through your account manager or visit our pricing page.
  • Content Verification: Always review the expanded message before sending it to ensure it accurately conveys the intended meaning and maintains the appropriate tone.

Enable or disable the feature

  1. Go to Admin settings.
  2. Click the Freddy icon. For FresCustomer Service Suite(CSS) account, go to Self Service and AI > Freddy for Tickets.
  3. Navigate to Ticket content assist feature under Freddy AI Copilot.
  4. Toggle the switch to the right to enable the feature or to the left to disable it.

Use Expand Text

  1. Select the message: Start by choosing the message you have composed in the reply editor. Highlight the sentence, paragraph, or entire message you wish to enhance.
  2. Click on Expand Text: Click the Freddy icon from the reply editor toolbar and select Expand Text.
  3. Review the expanded message: This will automatically generate a comprehensive response based on your initial note. Review the expanded text to ensure it conveys the intended meaning and tone.
  4. Send the reply: Once you are satisfied with the expanded message, send it to the customer.
The enablement of optional functionality is subject to certain feature-specific terms and conditions set forth in the Freshworks Supplemental Terms.