Your rules
You control every decision.
When a conversation escalates, to whom it's routed, and exactly what your agents receive. Every rule is yours.
When it escalates
Define triggers by topic, sentiment, channel, or time of day.
Who receives it
Route to the right team or agent based on skill, language, or workload.
What gets passed
Choose exactly which data travels: transcript, tags, customer records, order history.
Or automate fully
Add internal notes for agents, pre-fill responses, or resolve end to end with no human.
See it in action
A routing decision, in real time.
Watch how an incoming conversation is analysed, classified, and routed to the right outcome in milliseconds.
How it works
Three steps.Zero duplication.
Step 1
Resolve or escalate
Every query hits Certainly first. FAQs, order status, and returns are resolved instantly. Everything else routes to your Freshdesk agents with full context.
Step 2
Live chat handover
Urgent conversations transfer into Freshdesk's live chat queue. Your agent picks up with the transcript, tags, and AI summary already in place.
Step 3
Unified reporting
AI-resolved and human-resolved conversations appear side by side in your Freshdesk dashboards. One source of truth.
The integration
Your helpdesk.Your AI. One workflow.
Shopify-native actions
Refunds, order modifications, subscription changes, and return labels. Certainly executes these autonomously via your store, not just answering questions about them.
Every ticket, accounted for
Resolved queries log as closed tickets. Escalated queries arrive as open tickets with full context. Your Freshdesk reporting stays complete.
Pre-populated context
Every escalation includes the full transcript, AI-generated summary, detected intent, language, sentiment tags, and any customer data pulled during the conversation.
Channel-agnostic
Web, WhatsApp, Instagram, Messenger, email, SMS. Certainly handles the first touch on any channel. Freshdesk receives the outcome.
The economics
Why pay euros per ticket
when it costs cents?
Every ticket Freshdesk processes costs you. Certainly resolves conversations for a fraction of that price before they ever become a ticket.
Without Certainly
€1–5
per Freshdesk ticket
With Certainly first
cents
per resolved conversation
Your savings
80%+
fewer paid tickets
Certainly sits in front of Freshdesk and resolves the routine queries that drive up your per-ticket costs. You only pay Freshdesk rates for the conversations that genuinely need your team.
What your agents receive
Every ticket arrives complete.
Closed tickets feed your reporting. Open tickets give your agents a head start. Nothing falls through the cracks.
Why Certainly
What a specialistadds to Freshdesk.
Resolves, not suggests
Certainly processes refunds, updates shipping, and modifies accounts without agent involvement. AI as a core competency, not an add-on.
80%
autonomous resolution
Cents, not euros
Freshdesk charges per resolution for Freddy AI. Certainly resolves conversations for a fraction of that cost before they ever reach your queue.
Cents
per AI resolution
Any LLM, your choice
GPT, Claude, Gemini, or any model via OpenRouter. Optimise for speed, accuracy, or cost per query type.
200+
models available
Every channel, one agent
WhatsApp, Instagram, Messenger, email, web chat. All conversations feed back into Freshdesk as structured tickets.
6
channels supported
8 years of AI expertise
Building conversational AI since 2017. Each platform does what it was built to do.
2017
founded
A partner, not a plugin
We configure your agent, tune it to your brand voice, and evolve it as your needs change. Dedicated support, not a help centre link.
Dedicated
team alongside yours
The numbers behind the integration.
80%
queries resolved without a human
100%
conversations logged as tickets
Days
to go live, not months
Questions