Freshdesk Omni Expert Needed to Set Up AI-Powered Omnichannel Customer Support

**Freshdesk Omni Expert Needed to Set Up AI-Powered Omnichannel Customer Support** We are looking for an experienced Freshdesk Omni specialist to set up and deploy an AI-powered customer support system for Jalebi, a mobile social and dating app. Our current support volume is relatively low, approximately: * 30 customer support emails per month * 30 Instagram DMs per month * 10 WhatsApp conversations per month We want to unify these channels into one Freshdesk Omni inbox and use Freddy AI to draft and eventually answer routine customer questions. ### Scope of Work The selected freelancer will: * Set up our Freshdesk Omni account * Connect our support email address, `info@jalebi.me` * Connect Instagram Direct Messages * Connect WhatsApp Business * Configure a unified support inbox * Set up Freddy AI Copilot for reply drafting * Set up Freddy AI Agent for automated responses * Create ticket categories, tags, priorities and routing rules * Configure escalation rules for sensitive or high-risk issues * Help us organize our existing support knowledge * Review previous customer support responses and extract reusable policies and answers * Create or upload an initial Freshdesk knowledge base * Train and test the AI using historical customer questions * Configure the AI to escalate when it is uncertain * Test the experience across email, Instagram and WhatsApp * Train our internal team on how to manage, review and improve the system * Provide documentation for maintaining the setup after launch ### Key Support Topics The knowledge base and AI should be trained to handle common questions related to: * Login and verification issues * Profile editing * Photo approval or rejection * Subscription and payment questions * Account cancellation and deletion * Technical problems * Blocking and reporting users * Suspensions and appeals * Privacy and data requests * General app usage ### Safety and Escalation Requirements The AI should not independently make decisions involving: * Harassment or threats * Underage-user reports * Blackmail or impersonation * Account bans or suspension appeals * Refund exceptions * Legal or privacy complaints * Chargebacks * Serious safety concerns These cases should be automatically tagged, prioritized and escalated to a human. ### Deliverables * Fully configured Freshdesk Omni workspace * Connected email, Instagram and WhatsApp channels * Freddy AI Copilot configuration * Freddy AI Agent configuration * Initial knowledge base * Automation, tagging, routing and escalation workflows * Testing using sample and historical support questions * Team training session * Written setup and maintenance documentation * Post-launch support for resolving configuration issues ### Required Experience Please apply only if you have direct experience with: * Freshdesk Omni * Freddy AI Copilot * Freddy AI Agent * WhatsApp Business integration * Instagram messaging integration * Email support-channel configuration * Knowledge-base design * AI-agent testing and optimization * Customer-support automation and escalation workflows Experience with social, community, dating or consumer mobile apps is preferred. ### Application Questions Please include the following in your proposal: 1. Examples of Freshdesk Omni implementations you have completed. 2. Your experience setting up Freddy AI Agent and Copilot. 3. Whether you have connected WhatsApp and Instagram to Freshdesk Omni. 4. How you would convert our historical support replies into an approved knowledge base. 5. How you would prevent the AI from mishandling safety, moderation, refund or privacy issues. 6. Your proposed timeline and fixed-price quote. 7. What information or access you would need from us. We prefer a fixed-price engagement with clear milestones. **Suggested milestones:** 1. Freshdesk Omni setup and channel integrations 2. Knowledge-base creation and AI configuration 3. Automation, escalation and testing 4. Team training, documentation and launch support