AI Agent Assist for Freshdesk enables your support agents to seamlessly interact with AI agents trained on your organization’s knowledge resources—directly within the Ticket Details Page. With a simple widget setup, agents can instantly access relevant responses, improve resolution times, and enhance customer satisfaction. AI agents or chatbots can be deployed in a Freshchat widget, which needs to be fetched from your Freshchat account. You can add specific topics to the Freshchat widget—each linked to a chatbot or AI agent—and assign tags to them. In the app settings, you’ll see a list of agent groups from your Freshdesk account. You can map these groups to the tags you’ve added to the topics. This setup ensures that only agents in a mapped group can view and interact with the relevant topics and their corresponding AI agents. Please note that sessions are consumed when your agents interact with AI agents or chatbots in a ticket. A session starts when an agent first interacts with the AI agent in a ticket and remains active for 24 hours. During this time, the agent can engage with the AI agent across multiple tickets, all within the same session. After 24 hours, a new session is automatically consumed when the agent interacts with the AI agent again. More on session consumption here: https://crmsupport.freshworks.com/en/support/solutions/articles/50000004664-ai-agent-and-chatbot-sessions-faqs.