Freddy AI is the brand for the artificial-intelligence features in Freshworks products. For Freshservice and Freshdesk, Freshworks groups them into three families. Freddy AI Copilot assists agents with replies, summaries, resolution and knowledge articles. Freddy AI Insights provides proactive and conversational analytics. Freddy AI Agent is a conversational agent that answers employees or customers directly.[11] Each family is licensed differently. Copilot is a per-agent add-on for Pro and Enterprise plans.[1] Insights is included in Freshservice Enterprise.[7] The AI Agent is metered in sessions. Freshservice Enterprise includes a yearly session allowance per licence,[4] while Freshdesk gives a one-time free allowance and then sells session packs.[8] All AI features are also governed by the AI section of the Freshworks Supplemental Terms.[10]
Editions
| Offering | Products and plans | How it is licensed |
|---|---|---|
| Freddy AI Copilot | Freshservice Pro and Enterprise; Freshservice for Business Teams (from 2025-11-19)[1]; Freshdesk and Freshdesk Omni Pro and Enterprise[8][9] | Per agent per month add-on |
| Freddy AI Insights | Included in Freshservice Enterprise[7] and Freshdesk Enterprise[8] | Plan entitlement; a Service Limits Policy applies[7] |
| Freddy AI Agent (Classic) | Included in Freshservice Enterprise[4] | 1,200 sessions per Enterprise licence per year; overage charged |
| Freddy AI Agent Studio (Freshservice) | Growth, Pro, Enterprise[6] | Promotional Free Service through 2026-09-30 |
| Freddy AI Agent (Freshdesk) | Freshdesk and Freshdesk Omni Growth, Pro, Enterprise[8][9] | First 500 sessions free once per account; then $49 per 100 sessions |
Copilot is listed at USD 29 per agent per month billed annually, or USD 35 billed monthly. Other currencies are EUR 29 or 35, GBP 23 or 28, AUD 45 or 54, and INR 2,399 or 2,879.[1] Catalog SKUs: Freddy AI Copilot add-on - annual, Freddy AI Copilot add-on - monthly, Freddy AI Agent sessions pack (100).
Metrics
- Freddy AI Copilot license. A per-agent add-on licence. It is consumed when an agent’s role includes the Access Freddy Copilot permission.[2]
- Freddy AI Agent (Classic) session. In Freshservice, “a session is counted when a unique user interacts with an AI Agent within a 24-hour window.”[4]
- Freddy AI Agent session. In Freshdesk, “a unique interaction between an end-user and an AI Agent”. A chat session lasts 24 hours from initiation, and an email session is a 72-hour window from the customer’s first email.[9]
Counting / floors
Copilot is consumed by role, one licence per agent (as retrieved 2026-09-27). Copilot access is granted through agent roles, under Admin > Roles > Permissions > Freddy AI. Selecting Access Freddy Copilot “will consume Copilot licenses for agents assigned to this particular role. One full copilot license will be consumed for access to even one feature.”[2] In accounts with several workspaces, access is set up workspace by workspace. Even so, only one Copilot licence is consumed for the same agent across workspaces.[2] So the licensed quantity follows role membership, not actual use of Copilot features. Catalog proof: One full Freddy AI Copilot licence is consumed per agent for access to even one feature; One Copilot licence per agent across multiple workspaces.
Subset purchasing. Copilot is a “flexi-add-on”. It may be bought for all agents or only some of them.[1] It is also available to Freshservice Business agents.[3] Freshdesk does not offer day passes for Copilot, so occasional agents cannot get it on a per-day basis.[8] Catalog proof: Freddy AI Copilot may be bought for a subset of agents on Pro and Enterprise; Freshdesk: no day passes for Freddy AI Copilot.
Freddy AI Insights with Copilot. Buying at least one Copilot licence gives Freddy AI Insights beta access at account level, for all agents, but only while Insights is in beta.[1] The current pricing page lists Freddy AI Insights as an Enterprise feature. It says a Service Limits Policy applies to features such as Conversational Insights.[7]
Freddy AI Agent (Classic) sessions (as retrieved 2026-09-27). Each Freshservice Enterprise licence includes 1,200 AI Agent (Classic) sessions a year. The allowance is prorated for the billing cycle, and the whole allocation for the period is available from the start of the term.[4] The introduction article adds that session limits reset at the start of each billing cycle.[5] Above the entitlement, “overage charges will apply for the additional usage” and the agent keeps running. Overage prices come from the account manager and are not published.[4] Consumption is shown under Admin Settings > Plans and Billing > Freddy AI Agent.[4] Because the allowance is per Enterprise licence, it grows with the number of Enterprise agents. For example, 50 Enterprise agents give 60,000 sessions a year; this is arithmetic on the published figure. Catalog proof: Freshservice Enterprise includes 1,200 Freddy AI Agent (Classic) sessions per licence per year; Freddy AI Agent (Classic) overage is charged and the service continues.
Freshdesk sessions (as retrieved 2026-09-27). Freshdesk and Freshdesk Omni offer 500 free Freddy AI Agent sessions on Growth, Pro and Enterprise, “limited to once per account”.[8] After that, sessions are bought in packs of 100 at $49 a pack, in any number. The packs are valid for the payment cycle, so on quarterly billing unused sessions expire quarterly.[8] For Chat AI Agents, one session covers 24 hours from initiation. For Email AI Agents, one session covers a 72-hour window from the customer’s first email, however many replies are sent.[9][8] Catalog proof: Freshdesk includes 500 free Freddy AI Agent sessions once per account; Freshdesk AI Agent sessions: 24 hours for chat, 72 hours for email; Freshdesk session packs expire with the payment cycle.
Turning AI off does not reduce fees (effective 2026-03-06). Customers may switch off AI Services at any time in the admin console. Doing so does not relieve them of the obligation to pay Fees for those services during the Subscription Term, and prepaid Fees are not refunded.[10] Catalog proof: Turning off AI Services does not reduce or refund their fees.
Legacy entitlements
Freddy features that were once included in plans have been moved into the paid add-ons in stages.
- Key dates. The Copilot pricing article says Copilot could be bought in-product from 2024-01-24 and became paid on 2024-02-05, when free beta access ended.[1] The FAQ gives 2024-02-19 as the end of the free beta offer.[3]
- Sign-up date cut-off. Customers who signed up after 2023-11-10 must buy the Copilot add-on for the ticket field suggester and similar incident suggestions. Alert grouping requires Freddy AI Insights.[1] Paid Enterprise customers who signed up before 2023-11-10 count as “existing customers”. They keep the agent-assist features already in their plan for free.[3] Existing Pro customers keep alert grouping.[3] The licence-management article gives the cut-off as 2024-11-10 instead of 2023-11-10.[2]
- Legacy features without Copilot licences. For grandfathered Enterprise customers, legacy features assigned from the Tickets permission tab do not consume Copilot licences. Licences are consumed only when access is enabled from the Freddy AI tab.[2]
- Deprecations. Solution article and canned response suggestions were deprecated in May 2024.[1] Conversational service desk actions were deprecated effective 2025-12-01.[1]
- Legacy virtual agent. Customers who enabled the legacy Freddy AI Agent (Virtual Agent) before 2024-10-18 must upgrade to the generative-AI version to keep using it.[5]
The grandfathered position is recorded as the program Legacy Freddy AI entitlements for existing customers. Catalog proof: Legacy Freddy features stay free for Enterprise customers that signed up before 2023-11-10.
Virtualization & partitioning
Not applicable. Freddy AI runs inside the Freshworks-hosted Services. It is counted per agent (Copilot) or per session (AI Agent), not per server or device.
Cloud / BYOL
Freddy AI features run in Freshworks’ cloud. Under the Supplemental Terms, Freshworks must impose on its third-party AI model providers at least the same confidentiality, privacy, security and data-ownership obligations as the Agreement.[10] No bring-your-own-model or bring-your-own-licence option appears in the retrieved documents.
AI training and opt-out (effective 2026-03-06). By using AI Services, the customer grants Freshworks a royalty-free licence to use Customer Data and AI Output for AI Training unless it opts out.[10] Customers can opt out of Collaborative Models, or of all AI Training, by contacting Freshworks support, and can turn off AI Services in the admin console.[10] The training licence ends 180 days after the customer terminates the AI Services or opts out.[10] Catalog proof: AI Training on Customer Data applies unless the customer opts out.
Programs
- Freddy AI Agent Studio promotional access. Freddy AI Agent Studio “is currently being offered as a promotional Free Service” for eligible Freshservice Growth, Pro and Enterprise customers through 2026-09-30. Pricing and packaging after that date were to be announced closer to the end of the promotion.[6] Catalog proof: Freddy AI Agent Studio is a promotional Free Service through 2026-09-30.
- Early Access Programs and Free Services (effective 2026-03-06). Beta and free features, including Freddy features in early access such as Copilot Resolution Insights,[7] are provided as-is. They may be discontinued, and Freshworks’ aggregate liability for them is limited to 100 USD.[10] Catalog proof: Free and early-access services are as-is with liability capped at 100 USD.
Out of scope
This article does not cover Freddy AI in Freshworks CRM products (Freshsales, Freshmarketer), Freshchat as a standalone product, or AI features priced inside plan bundles that are not described in the cited documents. Overage rates for Freddy AI Agent (Classic) and post-promotion prices for AI Agent Studio were not published at retrieval. Agent and plan licensing is covered in Freshservice plans and agent licensing and Freshdesk licensing.