Your AI agents use credits every time they reply. This guide explains how many you have, how we let you know when they are running low and what happens if they run out. Most importantly: your customers never see an error or find out that you have run out of credits.
What AI credits are
- Every time an AI agent replies, it uses credits. How many depends on how long the conversation is.
- In the panel and on the plans you will also see it as “≈ AI replies”. A reply is one question from your customer and the AI’s answer; a conversation usually has several. It is an estimate: long replies or replies that use tools (calendar, tickets…) use a bit more.
- Paid plans include a number of credits every month. They renew on the 1st of each month; unused credits from the month do not carry over.
- On the Free plan they do not renew. When you sign up you get a trial balance to try the AI without giving any details. When you complete your billing details (no card needed) we give you more, once. We do it this way to stop accounts created for spam. When they run out, you can buy more.
- Without credits you can keep using the plan as usual: your channels and website chatbot still receive messages and your team can reply from the inbox.
- Credits you buy separately are added to your balance and do not expire when the month changes.
- Your balance, buying credits, usage and movements are under Plan and usage → “AI credits” tab (also from your account menu, top right → Billing → AI credits).
- Conversations handled by your team do not use credits and have no limit. Credits are used by the replies the AI writes and by these AI helpers: the inbox assistant (summarise, draft and security check, only when you click it) and, on channels with AI turned on, sorting leads in the sales funnel, filtering emails before replying and reading images and audio.
- In AI credits → Usage by month, the “By feature” column shows where your credits go, and every movement in the history shows its origin.
How much each thing uses (approximate)
Credits are not counted per conversation or per message, but by the amount of text the AI reads and writes. That is why a long conversation or thread uses more than a short one. These are guide figures and are the same on every plan:
| What the AI does | Approx. credits |
|---|---|
| Replying to a customer (information, opening hours, prices…) | 20 – 90, depending on the agent |
| Replying while carrying out a task (booking, cancelling, opening a ticket…) | ~150 |
| Inbox assistant: summarising a short conversation | ~20 |
| Inbox assistant: summarising a long email thread | ~70 |
| Inbox assistant: drafting a reply | ~35 |
| Inbox assistant: checking a message’s security | ~25 (viewing a saved check again: 0) |
| Reading an image, audio or document sent by the customer | ~5 – 10 |
| Sorting a lead in the sales funnel or filtering an email before replying | 1 |
Panel helpers (inbox assistant, sorting and reading files) are priced lower than replies, so you can use them without worrying. Sorting leads and reading images or audio only use credits on channels with AI turned on.
See each month’s usage
- In AI credits → Usage by month, with the ← → arrows or the drop-down, you can see any previous month: credits used, the daily usage chart and the movements.
- Below it you will see who uses the most: by channel (WhatsApp, Instagram, Messenger, Telegram, email, website chatbot), by website chatbot and by AI agent, with the number of replies and each one’s share.
- In Plan and usage → Current usage → Activity this month you also have, by month, new conversations, how many the AI answered, your customers’ messages and the replies from the AI and from your team, by channel.
Prices and currency
Plan and credit pack prices are in US dollars (USD) and are always charged in dollars. If you are in Europe, you will see them in euros by default as an approximate price (≈); you can switch between USD and EUR with the currency selector. Your bank converts at the day’s rate.
We let you know by email
| Notice | When it arrives |
|---|---|
| Credits running low | When 20% or less of your credits are left. |
| Credits have run out | When the balance reaches 0. |
- They go to the organisation’s owner and the admins of its workspaces, each in their account language.
- Each notice arrives only once a month. If you buy credits and run low again, we let you know again.
- The email tells you what your options are and, if you have channels or website chatbots with AI, how many are affected.
Turning off the low-credits email
If you do not want it, go to bell → View all → Preferences and, under Account emails, turn off “AI credits running low”. There is also a link at the bottom of the email itself. Each person decides for themselves: if you turn it off, the other admins still receive it.
The credits-exhausted email is always sent: without credits your AI agents stop replying, and it is important that you know as soon as possible.
What happens if they run out
- Your AI agents stop replying until you have credits again.
- No message is lost: everything still reaches your inbox and your team can reply manually as usual.
- Your customers do not see any error. They get a neutral notice in their language that does not mention credits: “I can't reply right now. Your message has been received and the team will review it as soon as possible.”
- That notice is sent at most once every 30 minutes per conversation, and never if someone from your team is handling the conversation.
- It works the same on WhatsApp, Instagram, Messenger, Telegram, Email and website chatbot, in any of these languages: Spanish, English, Catalan, French, German, Italian, Portuguese, Galician and Basque.
The same notice is used if the AI cannot reply for another reason, for example a one-off failure at the model provider.
Add a backup contact
You can make that notice include an email address or phone number so your customers can reach you. Go to Management → AI Agents → Edit and, in the If the AI cannot reply section, fill in the contact email and/or phone (both optional). You can see right there how the message will look. With a contact, the notice ends like this:
“… If you need help sooner, you can contact us at hello@yourcompany.com · +44 7700 900000.”
It is set per agent, so each one can have its own contact (for example, one per shop or department).
How to get credits again
- Buy more credits: on AI credits, press “Buy more credits” and choose a pack. They are added to your balance as soon as the payment is confirmed. Available on every plan, including Free.
- Change plan: in Billing → Plans, to one with more monthly credits.
- Wait for the 1st: on paid plans, the plan’s credits renew automatically.