Our company is trialling the Freddy Bot and has a concern that continual responses are sent to the same companies over and over again relating to the same issues.

These responses are often wrong or not required. 

We have regular email contact with external couriers and suppliers and rather than have the BOT respond would rather these particular email addresses are removed from the automatic BOT responses.

For some of our affiliates this has also created issues on their end as this then creates additional tickets in their own CRM.

Example our supplier emails us to say they have cancelled an order and the BOT advises them on our cancellation policy.  This happens everytime they cancel an order.

When consulting Freshdesk, they responded that we could exlude ONE email address only.

I want to address your concerns regarding our bot's automated replies. Currently, it is not possible to limit the bot's sending of automated responses to multiple email addresses. We have implemented a feature that allows for the exclusion of a specific email address from triggering these responses. However, adding more email addresses to this exclusion list would undermine the bot's primary function, which is to streamline the process and reduce the workload on our agents by offering self-service options.

Does anyone else encounter this issue?  The decision to include the feature in their roadmap will be based on similar requests from customers on demand.