Note: Freddy Copilot and Freddy Insights are currently available in BETA on all the PRO and ENTERPRISE plans. They will be charged as individual add-ons with the Pro and Enterprise plans after the beta phase (Feb 5, 2024).


TABLE OF CONTENTS


Summary

Get GenAI fuelled Freddy Copilot to help you write better. Freddy Copilot enables you to communicate clearly, professionally, and empathetically, but without spending any extra time and effort through functionalities such as:

  • Text enhancer

  • Text rephraser

  • Tone enhancer


The modules where these functionalities can currently be used are:

  • Tickets: Create replies and add notes

  • Status Page: 

    • Create incident description and add updates

    • Create scheduled maintenance description and add updates

  • Knowledge base articles: Create and edit knowledge based articles


Let’s understand each of these in detail.


Capabilities of Freddy Copilot as your Writing Assistant


Text Enhancer (Expand Text)

With this feature, agents can write short notes or bullet points, and then use the Expand feature to elaborate on them and turn them into a fully-fledged response. This can save time and effort for agents who may be juggling multiple employee requests at once, while also ensuring that the responses they provide are comprehensive and accurate.


Text Rephraser (Rephrase Text)

Agents typically address a broad range of employee queries and concerns. Plus, they often need to handle large volumes of requests within a tight timeline. ‘Rephrase text’ enables agents to provide quick and efficient support, by improving the grammar, punctuation, clarity and effectiveness of their communication.


Tone Enhancer (Enhance Tone)

This feature allows agents to empathize better with the requester by matching the tone of their messages. They can choose from three different tones – casual, friendly, and professional – to respond appropriately to a requester and hence establish a positive relationsh    ip. 


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How to set up ‘Writing Assistant’:

  1. Go to the Admin > Freddy AI > Freddy

  2. Scroll down to Freddy Copilot, and enable the Writing Assistant toggle. 

  3. Next, you can either enable the Writing Assistant for a particular role, or give access to a few agents by assigning them the Freddy Copilot role




Provide Writing Assistant access to a particular Agent Role

  1. Head back to Admin and then to Roles

  2. Select the roles that you want to provide Writing Assistant for

  3. Navigate to Permissions

  1. Scroll down to Freddy Copilot tab and ensure that Writing Assistant is selected for that agent role



Provide Writing Assistant access to specific agents

Freddy Copilot has been defined as a role. If you want to provide Freddy Copilot access to only specific agents, associate them with the Freddy Copilot role.

  1. Head to Admin > Agents and select the agent who needs access to Writing Assistant 

  2. Select the Permissions tab

  3. Enter edit mode for Roles

  4. Add the Freddy Copilot role


 


You can do the same while adding an agent to a workspace. Just assign them the Freddy Copilot role along with all the other roles they are expected to fulfil. 




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How to use the Writing Assistant?

You can use the Writing Assistant to craft accurate, empathetic, and succinct communication for Tickets, Status Page, and Knowledge Base. Let’s explore the capabilities in the Writing Assistant:


Tickets

Expand Text

  1. Type a short note or bullet point in the reply editor that summarizes the main points of your response.

  2. Select the message you have typed in the reply editor.

  3. Click on the Expand text option.

  4. The Expand tool will then generate a full-fledged response based on the initial note or bullet point.

  5. Review the expanded message and repeat the above actions until you are satisfied with the response

  6. Once you have accepted the expanded message, Send the reply to the intended customer.


Rephrase Text

  1. Enter the phrase/ text  you wish to rephrase into the reply editor.

  2. Select the text that you wish to rephrase and click on the Rephrase Text icon

  3. The system will automatically generate a rephrased response.

  4. Review the response and repeat the above actions until you are satisfied with the response

  5. Click Send icon to send it  to the intended recipient


Enhance Tone

  1. Select the message you have typed in the reply editor.

  2. Click on the Enhance Tone option.

  3. Choose one of the three tone options: Professional, Casual, or Friendly.

  4. Once you select the desired tone, the message will be automatically enhanced with that tone.

  5. Send the reply to the intended customer.



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Status Page

You can use the Writing Assistant for crafting succinct, accurate, and empathetic Status Page updates during scheduled maintenance or incidents.


Expand Text
  1. Type a short note or bullet point in the reply editor that summarizes the main points of your update.
  2. Select the message you have typed in the reply editor.
  3. Click on the Expand text feature option.
  4. The Expand tool will then generate a full-fledged response based on the initial note or bullet point.
  5. Review the expanded message and repeat the above actions until you are satisfied with the response
  6. Once you have accepted the expanded message, Submit the update.



Rephrase Text
  1. Enter the phrase/ text in the Status Page incident/maintenance description
  2. Select the text that you wish to rephrase and click on the Rephrase text icon
  3. The system will automatically generate a rephrased response.
  4. Review the response and repeat the above actions until you are satisfied with the response
  5. Click Submit to publish the update


Enhance Tone
  1. Select the message you have typed in the description box
  2. Click on the Enhance tone option
  3. Choose one of the three tone options: Professional, Casual, or Friendly
  4. Once you select the desired tone, the message will be automatically enhanced with that tone
  5. Submit to publish the update



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Knowledge Base

Use the Writing Assistant to craft accurate, succinct, & compelling knowledge base articles. 


Expand Text
  1. Type a short note or bullet points in the text editor that lists the main points of your update.
  2. Select the text you have typed in the reply editor.
  3. Click on the Expand text feature option.
  4. The Expand tool will then generate a full-fledged response based on the initial note or bullet point.
  5. Review the expanded message and repeat the above actions until you are satisfied with the response
  6. Once you have accepted the expanded text, Save the article.



Rephrase Text
  1. Enter the phrase/ text in the text editor
  2. Select the text that you wish to rephrase and click on the Rephrase text icon
  3. The system will automatically generate a rephrased response.
  4. Review the expanded message and repeat the above actions until you are satisfied with the response
  5. Click Save to publish the update


Enhance Tone
  1. Select the message you have typed in the text editor
  2. Click on the Enhance tone option
  3. Choose one of the three tone options: Professional, Casual, or Friendly
  4. Once you select the desired tone, the message will be automatically enhanced with that tone
  5. Save the updated article