A complete guide to Freddy AI message expansion (2026)

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 a leading option in this space, with a "message expansion" feature that helps agents write faster and more professionally. But how can it best serve your team? Let's dig into what Freddy AI message expansion really does, its pricing structure, and how to get the most out of it in 2026.

What is Freddy AI message expansion?

First, let's place this feature on the map. Freddy AI is the brand name for the impressive suite of AI tools built by Freshworks, which are designed to enhance both customer and employee experiences across their product line.

Within that ecosystem, Freddy AI message expansion is a specific tool found in the "Freddy Copilot" suite. Its job is highly effective: it takes an agent’s short notes or bullet points and expands them into a full, polished response.

The goal is to empower your agents by reducing manual typing and 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 provide a professional draft. This leads to more consistent messaging and gives agents more time to focus on complex customer needs.

Key features of Freddy AI message expansion

Message expansion is part of a robust toolkit of writing features designed to help agents perfect their communication. Here’s a look at what else is included.

Expanding notes into full replies

This is a core strength. 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 very helpful feature for agents managing multiple tickets or chats. It ensures standard replies are professional and warm without requiring the agent to type every word.

Rephrasing text for better clarity

The "Rephrase" function acts as a built-in assistant for clarity. It helps agents polish their drafts, ensuring their writing is clear and professional. It's a great way to ensure high-quality communication across the entire team.

It's especially valuable for onboarding new agents or helping teams with diverse linguistic backgrounds feel confident that their grammar and phrasing are consistently excellent.

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 refine their message to be more formal or casual, depending on the conversation's context. The AI can help rewrite a message to sound particularly patient or empathetic when needed.

This is a great tool for maintaining a professional image. It helps ensure that whether the conversation is casual or requires a more formal corporate tone, the agent always has the right words at their fingertips.

Understanding Freddy AI message expansion pricing and setup

Freddy AI message expansion is available as an enhancement to the standard Freshdesk experience. These features are part of the Freddy Copilot add-on, which provides a range of advanced AI capabilities.

According to Freshworks' pricing in 2026, this add-on starts at $29 per agent, per month on an annual plan. For teams preferring flexibility, the monthly price is $35 per agent. This add-on is designed for teams using Freshdesk's Pro or Enterprise plans who want to give their agents an extra edge.

Setting it up is simple and managed directly within the Freshdesk admin portal. Once the add-on is purchased, admins can assign licenses to their team and enable the "Writing Assistant" feature in the settings.

Here's a quick look at the pricing structure:

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

Considerations for your Freddy AI message expansion setup

While Freddy's message expansion is an excellent tool for writing, it’s helpful to understand its specific focus so you can decide if you want to pair it with other complementary tools.

Focused on the Freshdesk environment

Freddy AI is expertly designed to work within the Freshdesk ecosystem. It draws from your Freshdesk knowledge base articles and past tickets. This ensures that the AI is highly specialized in your Freshdesk data. If your team also relies heavily on external docs like Confluence, Slack, or Google Docs, you might look at complementary tools that can bridge those different apps.

A dedicated agent assistance tool

Message expansion is primarily designed for agent assistance. It is a specialized tool that helps agents communicate more effectively once they've reviewed a ticket. It's an excellent way to speed up manual drafting, while true autonomous resolution can be added by pairing Freddy with other automation-focused platforms.

graph TD subgraph Freddy AI Agent Assistance A[Ticket Arrives] --> B{Agent Reviews Ticket}; B --> C[Agent Writes Notes]; C --> D[AI Expands Text]; D --> E[Agent Sends Reply]; end subgraph Automation Integration (eesel AI) F[Ticket Arrives] --> G{AI Processes & Resolves}; G --> H[AI Sends Reply]; H --> I[Ticket Closed]; end

Tailored per-agent pricing

The per-agent pricing model allows you to be very specific about which team members receive these advanced AI tools. This ensures you only pay for the licenses your team actually uses. For very large teams with varying needs, this allows for a modular approach to support costs.

Streamlined writing focus

Freddy’s writing assistant is highly optimized for text generation and tone. It is a focused tool built for communication. For teams that need more complex custom workflows - like checking live order statuses in Shopify or logging Jira reports automatically within the AI interaction - there are complementary options available to add that functionality.

A complementary option for Freshdesk: Unifying knowledge with eesel AI

If you love the capabilities of Freshdesk but want to expand your AI's reach even further, you might consider a platform like eesel AI. It is designed to work as a powerful partner to your Freshdesk setup, filling in gaps where you might need to access data from many different sources.

Instead of being limited to one platform, eesel AI connects to your entire company knowledge base. It integrates seamlessly with Freshdesk while also pulling information from over 100 other sources, including Confluence, Google Docs, Notion, and Slack. This gives your support ecosystem the full picture.

By using eesel AI alongside Freshdesk, you can move toward full automation. The AI Agent can handle many common tickets from start to finish. This allows Freshdesk to remain your primary source of truth while eesel AI helps deflect standard queries, freeing up your agents to use Freddy's message expansion on the more complex, high-touch cases.

eesel AI Agent working alongside a ticketing system to automatically answer and resolve tickets.

You also gain additional flexibility in how the AI behaves. With a robust prompt editor, you can set specific rules for when a ticket should be escalated to a human agent in Freshdesk, ensuring your customers always get the best experience possible.

Finally, eesel AI’s usage-based pricing model can be a great fit for growing teams. Instead of per-agent fees, it’s based on the number of AI interactions, which can keep costs predictable as your human team grows. It’s a flexible way to add more power to your existing Freshdesk environment.

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

Here is how these two tools can work together or be chosen based on your team's specific needs.

Feature	Freddy AI message expansion	eesel AI
Knowledge Sources	Deeply integrated Freshdesk knowledge	Connects to 100+ sources (Freshdesk, Confluence, Google Docs, Slack, etc.)
Primary Function	Agent Assistance: Expertly expands and polishes text	Automation & Assistance: Full automation and agent support
Custom Actions	Specialized for professional text generation	Can triage tickets and make API calls (e.g., check Shopify orders)
Pricing Model	Per-agent, per-month license	Usage-based (AI interactions)
Setup & Onboarding	Simple admin setup within Freshdesk	Self-serve and can go live in minutes
Testing	Standard Freshdesk testing	Simulation mode to test against historical data

Expanding your support capabilities with AI

A tool like Freddy AI message expansion is a fantastic asset for any team using Freshdesk. It helps agents save time, keeps the company voice consistent, and ensures a high standard of professional communication.

When you're ready to take your support to the next level, remember that the best results often come from a combination of great tools. Freshdesk provides a world-class foundation, and by adding specialized AI capabilities - whether through Freddy or complementary partners like eesel AI - you can build a support system that is truly efficient, scalable, and customer-centric in 2026.

Ready to see how an integrated AI support agent can enhance your Freshdesk workflow? Try eesel AI for free and see how it works with your existing tools.