Freddy AI: What Freshdesk's AI Agent and Copilot Cost
Freddy AI is the name Freshworks puts on three different things inside Freshdesk: an AI agent that answers customers, a Copilot that helps your human agents, and Insights for whoever runs the team. Each one is bought, metered and switched on differently.
The plan card says “first 500 sessions included.” The fine print says that’s once per account, not once a month.
The quick answer: Freddy AI Agent comes with every Freshdesk plan (Growth $19, Pro $55, Enterprise $89 per agent a month, billed annually) with 500 complimentary sessions that you get once. After that it’s $49 per pack of 100 sessions, and an email session covers 72 hours of one customer’s thread. Freddy AI Copilot is a $29-per-agent add-on ($35 billed monthly), sold on Pro and Enterprise only. Freddy AI Insights comes with Enterprise. In Freshdesk the AI agent works email; chat needs Freshdesk Omni, and Freshworks’ AI agent builder lists no phone agent at all. If calls and texts are where your team falls behind, Carly answers them when nobody can and hands off in one inbox, next to the Freshdesk you already use.
Freddy AI products at a glance
US list prices from Freshworks’ Freshdesk pricing page and help center, checked October 2, 2026.
| Product | What it does | Where you get it | What it costs |
|---|---|---|---|
| Freddy AI Agent (email) | Replies to inbound support email from your knowledge sources, goes back and forth, escalates to a person | Freshdesk and Freshdesk Omni, Growth and up | 500 one-time sessions, then $49 per 100 |
| Freddy AI Agent (chat) | Answers on web chat, WhatsApp, Instagram, Messenger and other messaging channels | Freshdesk Omni only | Same session packs; a chat session is 24 hours |
| Freddy AI Copilot | Drafts and rewrites replies, summarizes tickets, suggests articles and canned responses, auto triage, sentiment, live translation | Add-on on Pro and Enterprise | $29 per agent a month billed annually, $35 monthly |
| Freddy AI Insights | Proactive alerts with root cause analysis, and plain-language questions about your helpdesk data | Enterprise; one Copilot license also turns it on account-wide | Included |
| MCP actions | Metered tool calls when AI agents or connected AI tools act on Freshdesk data | Growth, Pro, Enterprise | 100, 500 or 1,000 a month included, then $15 per 1,000 |
Where Freddy sits on each Freshdesk plan
| Plan | Billed annually | Billed monthly | Freddy AI Agent | Copilot | Insights |
|---|---|---|---|---|---|
| Growth | $19 / agent / mo | $23 | Email, 500 one-time sessions | Not available | No |
| Pro | $55 / agent / mo | $66 | Email, 500 one-time sessions | $29 add-on | With a Copilot license |
| Enterprise | $89 / agent / mo | $107 | Email, 500 one-time sessions | $29 add-on | Included |
Freshdesk itself is pitched as service “over email.” If you want Freddy answering chat and messaging too, that’s Freshdesk Omni: $29, $79 and $119 per agent a month billed annually ($35, $95 and $143 monthly), with the same session packs and the same $29 Copilot. Both products start with a 14-day trial on the Enterprise feature set. Our Freshdesk pricing breakdown covers the seats, day passes and connector tasks in more detail.
How Freddy AI Agent sessions are counted and billed
A session is one customer’s run of conversation with the AI agent inside a time window, however many replies it takes:
- Email: 72 hours from the customer’s first email. Every AI reply in that window counts once.
- Chat (Omni only): 24 hours from when the conversation starts. A chat that begins at 11:59 pm is still one session until 11:58 pm the next day.
The billing rules are where small teams get caught:
- The 500 free sessions are a one-time trial allowance. Freshworks’ FAQ says it plainly: limited to once per account. A team whose AI agent handles 20 threads a day uses them up in less than a month.
- Buying your first pack wipes what’s left of the free ones. Freshworks’ sessions FAQ says complimentary sessions are removed and replaced once you purchase a pack, so top up only when the free balance is nearly gone.
- Packs follow your billing cycle. $49 per 100 sessions on any cycle, but they expire at the end of it, don’t roll over and aren’t prorated. Reducing your pack count only takes effect next cycle, so you have to cut it before renewal to stop paying for sessions you didn’t use.
- Testing costs sessions. Previewing an AI agent while you build it draws from the same balance, published or not.
- Running out switches the AI off. You get alerts at 70%, 80%, 90% and 100%. At zero, the AI agent stops replying and conversations go to your human agents; a self-service widget simply stops working. Auto-recharge adds a pack when the balance drops to 50 sessions, but only for accounts that pay online.
- AI agents that take actions draw a second meter. When an AI agent or a connected AI tool calls Freshdesk through MCP, each successful call is an MCP action, metered separately from sessions.
Older accounts may still be on legacy contracts with 2,000, 3,000 or 5,000 sessions a month. New accounts get the one-time 500.
What Freddy AI Copilot does for your agents
Copilot works inside the ticket for the human agent, not in front of the customer. In Freshdesk it includes:
- Writing assistant to draft, expand, rephrase and fix the tone of a reply
- Summary generator for handovers on long tickets
- Reply, solution article and canned response suggesters based on your knowledge base
- Auto triage that recommends priority, group and status
- Sentiment analysis to sort the ticket list by how upset customers are
- Live translate in 60+ languages, and a thank-you detector that stops “thanks!” replies from reopening tickets
- Solution article generator for turning repeat questions into help center articles
You can buy it for any number of agents rather than the whole team, and trial accounts can buy it too. Day passes don’t extend to Copilot, so an occasional helper on a $7 Pro day pass works without it.
Freddy AI Insights is the admin-side piece: proactive alerts on key metrics with root cause analysis, and a conversational mode where you ask a question and get a chart or an updated report back. It’s listed under Enterprise, and Freshdesk’s help center says buying a single Copilot license also turns Insights on for the account.
What a four-agent team pays for Freddy AI
Claire runs a four-person support team for an online furniture store. She’s on Freshdesk Pro, wants Copilot for everyone, and expects the email AI agent to pick up about 600 customer threads a month once it’s tuned.
| Line item | Monthly cost, billed annually |
|---|---|
| Freshdesk Pro, 4 agents at $55 | $220 |
| Freddy AI Copilot, 4 agents at $29 | $116 |
| 600 email sessions a month, 6 packs at $49 | $294 |
| Total | $630 |
That’s $7,560 a year. The 500 free sessions knock $245 off once, in her first month. On an annual plan the packs last the year, so she either sizes about 72 packs ($3,528) up front or adds them as she goes, and anything unused expires at renewal.
If she wants the AI answering website chat as well, the seats move to Freshdesk Omni Pro at $79, which takes that line from $220 to $316. Neither product puts AI on her phone line.
Setting up Freddy AI in Freshdesk
Freshworks’ own prerequisite is the honest one: your knowledge sources (articles, files, FAQs, workflows) have to be current and structured first, because “AI automation amplifies existing processes.”
- Buy the add-ons. As an account admin, go to Admin > Plans and Billing > Manage Subscriptions. Enable Freddy AI and enter the number of session packs, and/or enable Freddy AI Copilot and enter the number of Copilot agents. Click Update plan.
- Give agents the Copilot role. Admin > Team > Roles, then add agents to “Freddy AI Copilot User.” The role decides who uses a license.
- Switch features on. Go to Admin > Freddy and toggle the Copilot and Insights features you want.
- Build the AI agent. Open AI Agent Studio from the left nav and create an agent. Pick email or chat, add knowledge sources (solution articles, web links, files, custom Q&As, workflows), and write the persona (up to 500 characters) and additional instructions (up to 2,000).
- Test, then deploy. Preview it against real questions, remembering each preview uses sessions. Deploy an email agent to your mailboxes, support portal and web forms, or map a chat agent to its channels.
- Watch the meter. Analytics > Freddy AI Agent Session Consumption Report shows usage, and the balance sits at the top right of AI Agent Studio.
Want to work Freshdesk tickets from Claude instead? Freshworks made its MCP server generally available on September 10, 2026. Our Claude + Freshdesk guide covers that side.
Where Freddy AI falls short for a small team
- No AI on the phone. Freshworks’ AI Agent Studio documentation lists two agent types, chat and email. Phone support is a separate Freshworks product, Freshdesk Contact Center, and one Trustpilot reviewer (May 2026) described the ticketing and phone systems as “completely separate systems with separate logins.”
- Chat AI costs a product change. On plain Freshdesk the AI agent works email only. Chat needs Omni, at $10 to $30 more per agent a month billed annually.
- The cheapest Copilot seat is $84. Copilot isn’t sold on Growth, so it’s Pro at $55 plus $29, per agent, billed annually.
- Two usage meters behind the seats. Sessions for conversations, MCP actions for tool calls, each with its own packs and limits.
- Reviews are harsh. Freshdesk sits at 1.5 out of 5 on Trustpilot across 410 reviews. One Freshdesk customer wrote in June 2026 that Freddy, as Freshworks’ own support bot, “just makes stuff up,” and an August 2026 reviewer said they were “using 4 seats, forced to pay for 19” under a two-year commitment.
For a 30-agent email desk with an admin who tunes the knowledge base, Freddy’s email agent is cheap per conversation. For a four-person team whose real backlog is missed calls and texts, it solves the wrong channel. If you’re comparing helpdesk AI, our Zendesk AI breakdown prices the closest rival the same way.
Carly: AI on your support calls, texts and email, next to Freshdesk
Carly is an AI assistant built for businesses, and Carly for teams puts it on your business line. When nobody can pick up, Carly answers the call or text, works from your own FAQs, policies and documents, and recognizes the customer from your email and CRM. It books appointments on the right teammate’s real calendar while the customer is still on the line, and hands the conversation to a person when it should. Calls, texts and email all land in one team inbox, where Michael can take a thread over and hand it back.
You don’t have to leave Freshdesk to get it. Carly connects to thousands of apps, Freshdesk included, so a workflow can turn a call summary into a Freshdesk ticket and your queue stays the record. For support email, Carly can also run an AI email agent with its own address.
The Carly team sets up your number with you, either the one customers already call or a new local one, and the phone line is priced on a short call. For everything else, Carly’s pricing is free Zapier-style workflows; AI agents from $35/month. Get started with Carly and hand it the ten questions your team answers most. For the wider field, see our guides to AI answering services and the best AI agents for customer support.
FAQ
What is Freddy AI?
Freshworks’ AI layer for Freshdesk and its other products. In Freshdesk it covers Freddy AI Agent, which answers customers on email (and on chat with Freshdesk Omni); Freddy AI Copilot, which helps human agents write, summarize and triage; and Freddy AI Insights, which flags trends and answers questions about your support data.
How much does Freddy AI cost?
Freddy AI Agent comes with every Freshdesk plan and includes 500 sessions once per account, then costs $49 per 100 sessions. Freddy AI Copilot is $29 per agent a month billed annually, or $35 monthly, on Pro ($55) and Enterprise ($89). Insights is included on Enterprise.
What is a session in Freddy AI Agent?
For an email AI agent, a session is a 72-hour window starting from the customer’s first email, and every AI reply inside it counts as one. For a chat AI agent on Freshdesk Omni, it’s all interaction within 24 hours of the conversation starting. Previews during setup count too.
Is Freddy AI free in Freshdesk?
Only to try. New Growth, Pro and Enterprise accounts get 500 complimentary AI agent sessions, one time. Copilot is a paid add-on from the first agent, though trial accounts can buy it.
What is the difference between Freddy AI Agent and Freddy AI Copilot?
Freddy AI Agent talks to your customers and resolves questions on its own, billed by session. Copilot works for your agents inside each ticket, drafting replies, summarizing and suggesting next steps, billed per agent.
Can Freddy AI answer phone calls?
Freshworks’ AI Agent Studio builds chat and email agents, and phone support is a separate product. To put AI on your support line while you keep Freshdesk for tickets, Carly answers calls and texts when your team can’t, books on real calendars and hands off in one inbox. Try Carly on your own support line.
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