Context-Aware Freddy Bot for Supporting End Users of Freshworks products

Ideas
1

Allow Freshchat Widget to Access Page Context Inside Freshdesk or any FW Products’ Admin for Proactive Troubleshooting

Summary:
Enable our Freddy AI to read contextual information from within any of our FW products, e.g., Freshdesk admin page (like Automation, Ticket List, Ticket Details, etc.) using the Freshchat widget. This would allow the bot to provide intelligent, real-time assistance based on the exact page, configuration, or error the user is facing.

Problem:
Currently, users face challenges configuring features like Email, Automations, SLA Policies, or Workflows in Freshdesk. When they reach out for help through Freddy, the bot does not know what the user is working on or what errors they might be seeing. This results in the bot asking irrelevant questions or being unable to assist effectively.

Proposed Solution:
Allow the Freshchat widget (Freddy AI) to:

  1. Access the current page the user is on within Freshdesk admin.
  2. Read relevant configuration data or error messages from the page (with user consent).
  3. Pass that data to Freddy AI to analyze and provide immediate, relevant assistance.

Security and Privacy Considerations:

  • Data should only be captured with explicit user consent.
  • Only non-sensitive configuration data (like form values or rule definitions) will be accessed.
  • No ticket content or user PII will be accessed unless explicitly allowed. Or we can redact PII using Guardian service and then allow them.

Implementation Options:
Option 1: Provide a JavaScript API within Freshdesk admin to expose current page metadata and configurations.
Option 2: Use structured events emitted by Admin pages that Freshchat can subscribe to.
Option 3: For advanced use cases, offer an optional browser extension to collect page context and pass it to the bot. (Like a virtual technician extension that can be installed with user consent and allow the bot to read the metadata.)

Expected Benefits:

  • Improved bot deflection and self-service success rate.
  • Faster troubleshooting and setup assistance.
  • Reduced manual effort for support teams.
  • Better in-product experience, with Freddy acting as a real-time assistant rather than a generic support bot.