Freshworks Freddy AI
freshworks.com
AI-powered customer engagement platform from Freshworks.
Quick Information
- Category:
- Business
- Pricing:
- Freemium
- Platforms:
- Web, iOS, Android
- API Available:
- Yes
- Last Verified:
- September 2026
What Is Freshworks Freddy AI?
Freddy AI is Freshworks' company-wide AI platform spanning its broader product suite — Freshdesk (support), Freshservice (IT service management), Freshsales (CRM), and others — rather than being specific to any single product. Its Freddy AI Copilot flexi-add-on runs $29/agent/month (annual) or $35/month (monthly billing) and can be purchased for a subset of agents rather than requiring company-wide deployment, while Freddy AI Agent (the customer-facing bot) is priced per session: $49 per 100 sessions ($0.49/session) for the email-based agent on classic Freshdesk, with the first 500 sessions included, or a notably cheaper $100 per 1,000 sessions (~$0.10/session) for Freshdesk Omni's web chat agent.
That per-channel pricing difference is genuinely significant and worth understanding before choosing a deployment: web chat sessions via Freshdesk Omni cost roughly one-fifth as much per session as email-based sessions on classic Freshdesk, meaning the channel choice materially affects total AI automation cost at scale. An "Email AI Agent session" is specifically defined as a 72-hour window from a customer's first email, with all AI responses within that window counting as a single session regardless of how many replies occur.
It's aimed at organizations using multiple Freshworks products wanting a unified AI layer across support, IT service management, and sales, with the significant per-channel pricing gap (email vs. web chat) worth factoring into deployment strategy. See our Business tools directory for the related Freshdesk Freddy AI implementation specific to the support ticketing product.
What Can You Use Freshworks Freddy AI For?
Cross-product AI deployment
Deploys AI capabilities across Freshdesk, Freshservice, Freshsales, and other Freshworks products.
Web chat customer automation
Automates web chat customer interactions via Freshdesk Omni at lower per-session cost.
Partial team AI deployment
Deploys Freddy AI Copilot for a subset of agents rather than the entire team.
Freshworks Freddy AI Features
- Cross-product AI platform — Provides a unified AI layer spanning multiple Freshworks products.
- Freddy AI Copilot flexi-add-on — Can be purchased for a subset of agents rather than requiring company-wide deployment.
- Channel-based session pricing — Prices AI Agent sessions differently by channel — email vs. web chat.
- 72-hour session window — Defines a session as a 72-hour window from first customer contact, regardless of reply count within it.
Who Is Freshworks Freddy AI For?
- Multi-product Freshworks customers — Gets a unified AI layer across support, IT service management, and sales products.
- Teams optimizing AI cost by channel — Uses the significantly cheaper web chat channel over email for AI-automated sessions.
Freshworks Freddy AI Pros & Limitations
What We Like
- Flexi-add-on structure lets teams deploy AI Copilot for a subset of agents rather than the whole team
- Web chat sessions cost roughly one-fifth as much per session as email-based sessions
- Unified platform spans multiple Freshworks products rather than requiring separate AI setups
Limitations
- Per-session pricing varies significantly by channel, requiring careful deployment strategy to manage cost
- Session definition (72-hour window) requires understanding to accurately estimate volume-based costs
- Copilot add-on requires at least Pro-tier product plans to enable
Freshworks Freddy AI Pricing
| Plan | Price | Main Features |
|---|---|---|
| Freddy AI Copilot | $29/agent/month (annual) or $35/month | Agent-assist AI, purchasable for a subset of agents |
| Freddy AI Agent (Email) | 500 sessions included, then $49/100 sessions | Email-based customer-facing bot |
| Freddy AI Agent (Web Chat/Omni) | $100/1,000 sessions | Web chat customer-facing bot, lower per-session cost |
Pricing was last verified September 2026. Check the official website for the latest pricing.
AI Listing Jungle Ranking
- Global Rank:
- #1007
- Overall Score:
- 0.0/100
- Monthly Users:
- –
- Rank Change:
- –
This ranking reflects AI Listing Jungle's own independent scoring methodology and is not an endorsement by Freshworks Freddy AI or its company. How Our Rankings Work
Frequently Asked Questions
Is Freddy AI specific to one Freshworks product?
No, it spans the broader Freshworks suite including Freshdesk, Freshservice, and Freshsales.
Is web chat cheaper than email for AI sessions?
Yes, roughly one-fifth the per-session cost — $0.10/session for web chat vs. $0.49/session for email.
Can I buy Freddy AI Copilot for just some agents?
Yes, it’s a flexi-add-on purchasable for a subset of agents rather than requiring company-wide deployment.
What counts as one AI Agent session?
A 72-hour window from the customer’s first message, with all AI responses within that window counting as one session.
Our Take
Freddy AI's channel-based pricing gap between email and web chat is a genuinely significant detail — choosing web chat over email can cut AI automation costs by roughly 80% per session.
Its flexi-add-on structure for Copilot gives teams real flexibility to deploy AI assistance selectively rather than committing company-wide.
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