# Money back if we miss

Freddy AI triages and suggests; autonomous resolution is setup-dependent, no money-back.

## Autonomous AI agents at every tier

- Freddy AI Agent bills $49 / 100 sessions; Freddy Copilot is a separate per-agent add-on.

## AI Functionality

- AI builds your brand voice + SOPs on the call.
- Triggers, macros, automations, custom fields, role permissions.

## Agent and AI Operations

- Agent and AI handle refunds, account edits, cancels, exchanges, subscription and plan changes inside the conversation. No second tab, across every connected system.
- Agents see data in the sidebar; must open a second tab to the system of record to actually take action. Native write-actions need Advanced-tier custom development per integration.

## Consolidated Workspace Features

- Returns, subscriptions, tracking, marketplaces — one workspace.
- Recharge, Loop, Smile, Klaviyo via third-party marketplace apps or middleware.

## AI Communication

- AI replies on every channel you connect.
- Voice runs through a separate Contact Center product.
- AI probes before cancel, offers stepwise discounts.

## Limitations and Customization

- No native subscription retention workflow.
- Per-brand voices, SOPs, routing. No tier upgrade.
- Multiple products/portals add setup overhead; the controls that govern them sit in higher tiers.
- No URL cap.

## Integrations

- Google Drive, Notion, Confluence via paid third-party integrations.

## AI Personalization

- Name your AI anything (Albie, Joy, whatever).
- Freshdesk AI Agent persona is templated; voice configuration is shallow.

## Quality Assurance

- Human + AI replies reviewed. SOP gaps auto-flagged.
- Conversation QA scoring needs a third-party tool (e.g. MaestroQA).

## Scheduling and Reporting

- Scheduling, forecasting, capacity in the base plan.
- Scheduling/forecasting needs a third-party workforce tool.
- No add-on, no engineer.
- Custom reporting starts at Pro; deep ecom KPIs need extra tools.
- Top intents surfaced weekly. Sentiment + intent tagging on every ticket.

## Intent Detection

- Some intent detection via Freddy; deep VoC needs third-party.
- Tickets, macros, triggers, automations, organizations, users, custom fields. Hundreds of thousands of conversations in hours.

## Additional Notes

- Switch before renewal — most brands qualify.
- Including full Freshdesk data migration.
- Mid-market Freshdesk implementations routinely take 3-6 months.