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LIMITED RISK — Article 50 transparency required
Deadline: 2 August 2026. Article 50 has NOT been deferred by the Digital Omnibus. You need a disclosure on your Freshchat chatbot before this date. Fine for non-compliance: up to €15M or 3% of turnover.

Freshchat EU AI Act Compliance: Freddy AI Disclosure Requirements 2026

Using Freshchat's Freddy AI for customer support? Article 50 of the EU AI Act requires a clear AI disclosure at the start of every chat interaction with EU users. Here is exactly what to add and where.

Good news: Freshchat with Freddy AI is limited risk — not high-risk. You need one disclosure at the start of bot-driven interactions. No documentation, no conformity assessment. This applies from 2 August 2026. The fine for missing it is up to €15M or 3% of turnover.

What you need to do — step by step

  1. In your Freshchat dashboard, open the Bot flow builder for your Freddy AI bot
  2. Add a "Send message" step as the very first node — before any greeting question or menu
  3. Paste your disclosure text (use the examples below)
  4. If Freddy is configured with a custom persona name, update the bot profile or ensure the disclosure makes clear it is AI
  5. For Freshdesk integration: apply the same disclosure to any Freddy AI-powered ticket bot or messaging widget
  6. Update your support portal's privacy policy to mention AI chatbot use

Ready-to-use disclosure text for Freshchat

Copy one of these into your Freshchat bot's opening message:

Hi! I'm Freddy, an AI assistant. I can resolve most questions instantly — or connect you with a support agent if needed.
Welcome to support! You're chatting with an AI. Type agent at any time to reach a human team member.
Hello! This chat is powered by AI. I'll do my best to help. A human agent is available if you prefer — just ask.

Need this in French, German, Spanish, Dutch, Polish, Italian?

The Chatbot Compliance Pack includes 7 language variants, a T&C clause template, a privacy policy AI section, and the Article 50(2) machine-readable marking guide.

Get Chatbot Compliance Pack — €49 →
Or use the free disclosure generator →

Freshchat, Freddy AI and the EU AI Act: full analysis

Why Freshchat Freddy AI falls under Article 50

Freshchat's Freddy AI is a conversational AI system that directly interacts with customers — squarely within the scope of Article 50(1) of the EU AI Act. The regulation requires that users are informed they are communicating with AI "at the latest at the time of the first interaction." This applies to the entire Freshworks messaging ecosystem, including Freshchat standalone and Freshdesk-integrated messaging.

The limited risk classification applies to standard customer support scenarios. Freddy AI escalates to high-risk only if configured for employment decisions, credit assessments, or similar sensitive functions — atypical for customer support deployments.

Freshworks ecosystem: which products are affected

Freshworks has multiple products that may involve AI interaction with end users. Freshchat (messaging/chatbot) is the primary Article 50 concern. Freshdesk's Freddy AI for ticket response suggestions is generally internal-facing (agents see suggestions, customers do not see raw AI output directly) — lower Article 50 exposure. Freshservice's AI for IT helpdesk chatbots: if employees interact with a Freddy AI bot directly, Article 50 still applies (internal users are still "natural persons").

August 2026 is the firm deadline

Article 50 has not been deferred by the Digital Omnibus proposal. Any Freshchat deployment interacting with EU users — regardless of where your company is based — must have the disclosure in place by 2 August 2026. This is particularly important for Freshworks customers in the US and India with EU-based customer bases.

Frequently asked questions

Does Freshchat with Freddy AI need to comply with the EU AI Act?
Yes. Freshchat's Freddy AI chatbot interacts directly with users, placing it under Article 50 transparency obligations from 2 August 2026. The obligation applies to your company as the deployer — you must add the AI disclosure to Freddy's opening message, regardless of what Freshworks does as the provider.
Does Article 50 apply to Freddy AI used for internal IT helpdesk (Freshservice)?
Yes. Article 50(1) applies to AI systems that "interact directly with natural persons" — this includes employees using an internal IT helpdesk chatbot, not just external customers. Internal Freddy AI bots also need the disclosure, though enforcement priority and practical stakes are lower for internal tools.
We use Freshdesk and the AI suggests reply text to our agents, not directly to customers. Does Article 50 apply?
AI-suggested replies that agents review and send are not the same as AI directly responding to customers. If the customer never sees AI-generated content without human review, Article 50(1) does not apply to that specific flow. However, if Freddy auto-responds to customers, Article 50 fully applies.
We are a company based in India with EU customers. Does the EU AI Act apply?
Yes. The EU AI Act applies wherever the output of an AI system affects users in the EU. If your Freshchat deployment serves customers in EU member states, Article 50 applies to you as the deployer, regardless of where Freshworks or your company is headquartered.