AI customer service agent · Freshworks Inc.

Freddy AI Agent

Name: Freddy AI Agent
Price: 19 USD

Freshdesk's built-in AI agent for email and chat, billed in packs of sessions.

61/100

#4 of 11 AI customer service agents
Facts checked 9 Oct 2026

In short

Extra sessions cost $49 per 100, so 500 sessions a month is $245 before the agent seat¹.
The agent is a feature of Freshdesk Growth ($19 per agent a month, billed annually), Pro and Enterprise¹.
Each paid plan includes the first 500 sessions, limited to once per account¹.
Email agents count a 72-hour window from the customer's first email as one session¹.
G2's Customer Experience evaluations page lists FreshChat at 52, marked as a partner benchmark (Swept)⁸. Its General CX leaderboard lists Freshworks eighth of 9 agents, with 105 points, 72% accuracy and 70% policy compliance⁹.

Freddy AI Agent suits teams that already use or plan to use Freshdesk, since it is sold as a feature of Growth, Pro and Enterprise plans^1,4. Extra sessions cost $49 per 100, and the docs describe draft and active states, testing and handover with context^1,2,4. The catch: it is not sold alone, and SMS and voice are not mentioned as channels in the docs^1,2.

Best for: Teams on Freshdesk who want an AI agent inside their help desk.

Where the points come from

Price9 of 18

Channels and integrations9 of 18

What it learns from4 of 6

Actions and control21 of 24

Data protection8 of 14

Independent testing10 of 20

Price 9 of 18 points

Rule	What is published	Points
Free plan or free trial	none500 free sessions once per account; the page does not state that no card is needed, and paying by card is required to continue¹.	0 / 3
Cost of 500 AI resolutions a month	$264/mo5 × $49 per 100 sessions = $245, plus one Growth seat at $19 a month the agent needs¹.	9 / 12
Pay only for resolved conversations	NoPricing is per session, a unique interaction, not per resolved conversation¹.	0 / 3

Channels and integrations 9 of 18 points

Rule	What is published	Points
Channels the agent answers on	Email, Live chat, WhatsApp, Facebook Messenger or InstagramEmail agents; chat agents on web chat, WhatsApp, Facebook, Instagram and Messenger. SMS and voice are not mentioned².	8 / 12
Sold without the vendor’s own help desk	NoListed only as a feature of Freshdesk Growth, Pro and Enterprise; the agent works in the Freshdesk inbox^1,4.	0 / 2
Works with named help desks	FreshdeskThe agent runs in Freshdesk's own ticket inbox; Zendesk, Salesforce and HubSpot are not named⁴.	1 / 4

What it learns from 4 of 6 points

Rule	What is published	Points
What it learns from	Help centre or website, Uploaded filesPublished solution articles and public website URLs such as help centres³. Text-based PDF, DOCX and TXT files³. Not published on the vendor's knowledge-sources article³.	4 / 6

Actions and control 21 of 24 points

Rule	What is published	Points
Takes actions in connected systems	YesWorkflows can use Actions Library integrations and reusable API actions; no beta label shown².	7 / 7
Hands over to a human	Not publishedDocs say agents escalate to a human agent, preserving context; passing the conversation history is not stated².	0 / 3
Guardrails on answers	YesInstructions set response boundaries and topics to avoid; confidence threshold and daily limits apply^2,4.	3 / 3
Test before going live	YesPreview uses the draft setup; Evaluate runs bulk tests of up to 50 queries⁴.	5 / 5
Versioning or approval of changes	YesNew agents start in Draft and deployment moves them to Active, a draft-and-publish flow⁴.	3 / 3
Reporting on the agent	YesAnalyze stage covers metrics and logs; Session Usage Summary Report tracks sessions².	3 / 3

Data protection 8 of 14 points

Rule	What is published	Points
SOC 2 Type II or ISO 27001	YesTrust Center lists SOC 2 Type 2 reports and ISO/IEC 27001:2022 certificates⁵.	6 / 6
HIPAA agreement	Not publishedFreshworks signs a BAA for Freshdesk, but the guide does not mention AI features⁶.	0 / 2
GDPR data processing agreement	YesTrust Center lists a Data Processing Agreement as available⁵.	2 / 2
Choice of data region	Not publishedNot published on the vendor's security page⁷.	0 / 2
Customer data not used to train models	Not publishedNot published on the vendor's Trust Center or security page; Trust Center only names AI model providers in subprocessors^5,7.	0 / 2

Independent testing 10 of 20 points

Rule	What is published	Points
G2 AI CX evaluation	105 of 200G2, October 2026: 105 of 200 (Freshworks).¹⁰	10 / 20

The rule behind each line: how we score AI customer service agents.

Plans and prices

As the vendor lists them, before tax. Prices are in US dollars unless the plan shows euros; the points use US dollars, with euros converted at the ECB rate.

Plan	Price as listed	Per month	Notes
Freshdesk GrowthPer agent	$19 per agent a month, billed annually¹	$19	Includes Freddy AI Agent and the first 500 sessions
Freshdesk ProPer agent	$55 per agent a month, billed annually¹	$55	Includes Freddy AI Agent and the first 500 sessions
Freshdesk EnterprisePer agent	$89 per agent a month, billed annually¹	$89	Includes Freddy AI Agent and the first 500 sessions
Additional AI Agent sessionsAdd-on	$49 per 100 sessions¹	–	Session packs are valid for your payment cycle

The pricing page shows plan prices billed annually and no monthly figure for Growth¹. The $49 session pack is read as a monthly cost; the page says packs are valid for the payment cycle¹.

Strengths

Sessions cost $49 per 100 on top of the plan¹.
Learns from solution articles, public URLs and PDF, DOCX or TXT files³.
New agents start in Draft and move to Active on deployment; preview and bulk evaluation run before launch⁴.
Hands over to a human agent while preserving context².
Names SOC 2 Type 2 and ISO/IEC 27001:2022, plus a Data Processing Agreement⁵.

Limits

Sold only with Freshdesk Growth, Pro or Enterprise^1,4.
The 500 free sessions are a one-time allowance for each account¹.
Chat and email agents are documented; SMS and voice are not mentioned in the docs².
Docs describe no version history for agent changes⁴.
Previewing consumes sessions².

Other AI customer service agents

1
Lyro AI AgentSmall stores that want a priced-by-conversation AI agent
71/100
$291.67/mocost of 500 AI resolutions a month
2
Fini AITeams that want per-resolution billing and the agent working inside their existing help desk
65/100
$370.83/mocost of 500 AI resolutions a month
3
Fin AI AgentTeams that already run a help desk and want to pay per outcome
62/100
$495/mocost of 500 AI resolutions a month
5
Kommunicate AI AgentsSmall teams that want a low-cost agent with a 30-day trial and no card
58/100
$37.75/mocost of 500 AI resolutions a month

All 11 AI customer service agents

Sources

Freshdesk pricing, Freshworks. Accessed 9 Oct 2026.
Introduction to AI Agent Studio, Freshdesk Support. Accessed 9 Oct 2026.
Build and curate knowledge for AI agents, Freshdesk Support. Accessed 9 Oct 2026.
Email AI Agent setup and configuration, Freshdesk Support. Accessed 9 Oct 2026.
Freshworks Trust Center, Freshworks. Accessed 9 Oct 2026.
HIPAA Configuration Guide, Freshdesk Support. Accessed 9 Oct 2026.
Freshworks security, Freshworks. Accessed 9 Oct 2026.
Customer Experience agent evaluations, G2. Accessed 8 Oct 2026.
AI CX Agent Evaluations: General CX leaderboard, G2. Accessed 8 Oct 2026.
AI CX Agent Evaluations, General CX leaderboard, G2. Accessed 8 Oct 2026.

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