A complete guide to Freddy AI message expansion (2025)

Kenneth Pangan
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Kenneth Pangan

Stanley Nicholas
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Stanley Nicholas

Last edited October 15, 2025

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If you're running a support team, you know the daily tightrope walk: you need to be fast, but you also need to be accurate and personal. Lean too hard one way, and the other starts to wobble. Speed up too much, and quality can take a nosedive. Spend too much time crafting the perfect reply for one customer, and everyone else is left waiting.

It's no surprise that many teams are looking at AI writing assistants to help them find a better balance.

Freshworks' Freddy AI is one of the options out there, with a "message expansion" feature that promises to help agents write faster. But is it the right tool for your team? Let's dig into what Freddy AI message expansion really does, how much it costs, and a few key limitations you should be aware of before you sign up.

What is Freddy AI message expansion?

First, let's place this feature on the map. Freddy AI is the brand name for all of Freshworks' AI tools, which pop up across their products to help both customers and employees.

Within that world, Freddy AI message expansion is a specific tool you'll find in what they call the "Freddy Copilot" or "Writing Assistant" suite. Its job is pretty straightforward: it takes an agent’s short notes or bullet points and spins them into a full, polished response.

The idea is to save your agents time and a bit of mental fatigue. Instead of typing out a similar reply for the fifth time today, an agent can just jot down the key points and let the AI do the heavy lifting. This should, in theory, lead to more consistent messaging and give agents more brainpower to focus on trickier customer problems.

Key features of Freddy AI message expansion

Message expansion doesn't work alone. It's part of a small toolkit of writing features designed to help agents clean up their communication. Here’s a look at what else is in the box.

Expanding notes into full replies

This is the main event. An agent types a quick shorthand note like "refund done, 5-7 days" into the reply box. With a click, the AI turns it into a customer-ready message: "Your refund has been successfully processed. You should see the funds back in your account within 5-7 business days. Please let us know if you have any other questions!"

This is a handy little feature for agents who are juggling a bunch of tickets or chats at once. It helps them get standard replies out the door without having to type every single word, which is a definite plus in a high-volume queue.

Rephrasing text for better clarity

The "Rephrase" function is basically a built-in proofreader. It helps agents fix typos, smooth out awkward sentences, and just generally make sure their writing is clear and professional. Think of it as a safety net to catch clumsy phrasing before it reaches a customer.

It's especially helpful when you're onboarding new agents who are still getting the hang of your company's tone of voice. It’s also great for teams with non-native English speakers, giving them an extra layer of confidence that their grammar is spot on.

Adjusting the tone of a message

How you say something is often as important as what you say. The "Enhance Tone" feature allows agents to tweak their message to be more formal or casual, depending on the vibe of the conversation. If a customer is clearly upset, the AI can help rewrite the message to sound more patient and empathetic.

This comes in clutch for de-escalating tense situations. A simple change in tone can show a frustrated customer that you're on their side. On the other end of the spectrum, it can help maintain a more formal, professional tone for corporate clients or official communications.

Understanding Freddy AI message expansion pricing and setup

Now for the important part: the price tag. These AI writing tools, message expansion included, are typically not part of the standard Freshdesk plans. They come bundled in the Freddy Copilot add-on, which costs extra.

According to Freshworks' pricing, this add-on starts at $29 per agent, per month if you commit to a year. If you'd rather go month-to-month, that price bumps up to $35 per agent. The catch is that this is an additional cost on top of your regular Freshdesk subscription, and it's only available if you're on the Pro or Enterprise plans.

Getting it set up is all done inside Freshdesk. An admin has to buy the add-on, assign licenses to the agents who need it, and then enable the "Writing Assistant" feature in the settings.

Here's a quick look at what that add-on costs:

Billing CyclePrice per Agent/Month (USD)Price per Agent/Month (EUR)
Annual$29€29
Monthly$35€35

The hidden limitations of Freddy AI message expansion

A writing assistant sounds good in theory, but it’s worth thinking about the bigger picture. If you're trying to build a support system that can scale for the long haul, tools like Freddy’s message expansion have some pretty big blind spots.

Limited to the Freshdesk ecosystem

Freddy AI is designed to work exclusively within the Freshdesk environment. It learns from your Freshdesk knowledge base articles and past tickets, which is fine as far as it goes. But what about all the other places your company knowledge lives? What about the in-depth technical guides in Confluence, the latest product updates in a Slack channel, or the pricing details in a Google Doc?

If the answer isn't in Freshdesk, Freddy can't find it. This means the AI could expand an agent's notes into a message that sounds great but is missing key information or is just plain wrong. An AI is only as smart as the data it can access, and locking it into one system is a serious handicap.

It's a reactive tool, not a proactive one

At its core, message expansion is reactive. An agent still has to read the ticket, figure out the problem, and know what the solution is. All the AI does is help type up the final message. It might make an agent a bit faster at writing, but it does absolutely nothing to reduce the number of tickets that hit their queue in the first place. This is agent assistance, not true automation. It doesn't actually solve anything on its own.

The per-agent pricing gets expensive fast

The per-agent pricing model seems simple enough, but it can become a real headache as your team expands. Every time you hire a new agent, you have to tack on another recurring monthly fee for their AI license. This model actually makes it more expensive to grow your team and adds a layer of unpredictability to your support costs. A busy month won't change your bill, but hiring more people will.

Limited customization and control

Freddy's writing assistant helps with words, and that’s pretty much it. You can adjust the tone, but you can't build custom workflows or teach it to perform specific actions. What if you wanted an AI that could check a live order status in Shopify before drafting a reply? Or one that could automatically log a bug report in Jira? With a tool that only handles text, you're stuck.

A better alternative to Freddy AI message expansion: Unifying knowledge with eesel AI

If these limitations are starting to sound a little too familiar, you're probably ready for a more robust solution. This is where a platform like eesel AI comes into the picture. It’s built to solve the very problems that basic writing assistants can't.

Instead of being locked into one app, eesel AI connects to all your company knowledge, no matter where it's stored. It integrates with Freshdesk, of course, but it also pulls information from over 100 other sources, including Confluence, Google Docs, Notion, Slack, and your past ticket history. This gives your AI the full picture, so it can provide answers that are not just well-written, but actually correct and complete.

More importantly, eesel AI lets you graduate from simple assistance to full automation. The AI Agent can handle tickets from start to finish on its own, without a human ever touching them. It can do more than just write a response; it can triage new tickets, add the right tags, and even perform custom actions. The goal shifts from making agents type a little faster to deflecting tickets entirely, freeing them up for more complex work.

You also get complete control over the AI's behavior. A powerful prompt editor and a flexible workflow builder let you define your AI's personality, set rules for when it should escalate a ticket, and teach it how to perform actions, like calling an external API to check on an order.

Finally, eesel AI’s pricing model is built for growing teams. It’s based on usage (the number of AI interactions), not how many agents you have. This keeps your costs predictable and means you don't get penalized for expanding your team. You can even start on a simple monthly plan and cancel anytime, giving you the flexibility to grow at your own pace.

Freddy AI message expansion vs. eesel AI: A direct comparison

Let's put them head-to-head to see how a simple writing assistant compares to a full AI automation platform.

FeatureFreddy AI message expansioneesel AI
Knowledge SourcesLimited to the Freshdesk ecosystemConnects to 100+ sources (Freshdesk, Confluence, Google Docs, Slack, past tickets, etc.)
Primary FunctionReactive: Agent assistance (expands text)Proactive: Full automation (resolves tickets) & agent assistance
Custom ActionsNo, limited to text generationYes, can triage tickets, make API calls (e.g., check Shopify orders), and run custom workflows
Pricing ModelPer-agent, per-month add-on feeUsage-based (AI interactions), no per-agent fees
Setup & OnboardingRequires admin setup within FreshdeskRadically self-serve, can go live in minutes without a sales call
TestingNo advanced simulation capabilities mentionedPowerful simulation mode to test on historical tickets and forecast performance before going live

Move beyond text expansion to true AI automation

So, where does that leave us? A tool like Freddy AI message expansion is a decent starting point for teams just beginning to explore AI. It can definitely save agents a few seconds here and there and help keep your company's voice consistent.

But if you're looking for real, meaningful improvements in efficiency and customer satisfaction, you have to think bigger. The future of AI in customer support isn't about helping people type faster; it's about building smart, autonomous systems that can solve problems on their own. And that requires a solution that can tap into all of your company's knowledge and go beyond simple text generation to deliver end-to-end automation.

Ready to see what a fully integrated AI support agent can do for your team? Try eesel AI for free and you can be up and running in just a few minutes.

Frequently asked questions

Freddy AI message expansion is a tool within Freshworks' Freddy Copilot that takes short notes or bullet points from an agent and turns them into full, polished customer responses. It aims to save agents time and improve message consistency by automating the writing of standard replies.

Freddy AI message expansion is an add-on called "Freddy Copilot" and costs $29/month per agent (annual commitment) or $35/month (monthly). It requires teams to be on Freshdesk's Pro or Enterprise plans as an additional subscription.

Key limitations include its reliance solely on Freshdesk knowledge, its reactive nature (only assisting agents, not deflecting tickets), its per-agent pricing model which scales expensively, and limited customization beyond text generation.

No, Freddy AI message expansion is designed to work exclusively within the Freshdesk environment. It learns from Freshdesk knowledge base articles and past tickets, but cannot access information from external sources like Confluence, Slack, or Google Docs.

Freddy AI message expansion is primarily an agent assistance tool, meaning it helps agents type faster and rephrase messages, but doesn't autonomously resolve tickets. It is reactive, requiring an agent to understand the problem before the AI helps craft the response.

The per-agent pricing model for Freddy AI message expansion can become expensive and unpredictable as your team expands. Every new agent requires an additional recurring monthly fee for an AI license, making team growth more costly.

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Kenneth Pangan

Writer and marketer for over ten years, Kenneth Pangan splits his time between history, politics, and art with plenty of interruptions from his dogs demanding attention.