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Credits and top-ups

What a credit is, what consumes credits, the burn alerts at 50/80/100%, how one-time top-up packs work, and what happens when you run out.

A credit is the unit of AI usage, mapped to real provider cost. Paid plans grant a monthly credit allowance; usage draws it down. Plan credit is use-it-or-lose-it — the month's unspent allowance does not roll into the next month.

What consumes credits

  • Answering a visitor's question — including retrieval, re-ranking, and classification, not only the final reply.
  • Voice calls, which debit a per-minute rate on top of the per-turn cost, billed in six-second increments when the call ends. See Voice.
  • Actions the agent runs.
  • Copilot drafts and summaries.
  • Topic clustering and eval runs.
  • Embedding your knowledge sources when they are processed.

Human replies in the inbox cost nothing.

The ledger

The billing page shows your balance, live usage bars, and a recent ledger of grants and debits. At each renewal the ledger carries an Expired unused credits row — the previous month's leftover plan credit forfeited just before the new month is granted. Credit figures on Analytics count a wider population than the billing ledger — see Analytics overview for why the two differ.

Burn alerts

The workspace owner is emailed at 50%, 80%, and 100% of the cycle's credit allowance — once per threshold per cycle. Adding a top-up re-arms the ladder, so you are warned again on the new balance rather than going quiet. A renewal resets the cycle too, so the ladder starts fresh against the new month's allowance.

Credit balance and recent ledger on the billing page
Credit balance and recent ledger on the billing page

Top-up packs

One-time credit packs are bought self-serve from the billing page; Stripe Checkout opens in a new tab, and the billing page refreshes when you come back. What to know:

  • They never expire.
  • They need no plan change — a busy month does not have to become a bigger subscription.
  • They are the only credit that survives a renewal. When a renewal forfeits the previous month's unspent plan credit, your purchased packs are left untouched (and an in-flight AI turn's reserved credit is held back from the forfeit too).
  • They may be limited per month. The platform can cap how many packs an account buys per calendar month (UTC). When a limit applies, the billing page shows how many are left this month; at zero the packs are disabled until the 1st, and a checkout attempt is refused with the reset date.

Reselling? Your organisation buys packs straight into its shared pool instead of onto one workspace — see Pooled credits and caps.

Running out

Exhaustion is handled gracefully rather than as an error:

  • Visitors get a friendly "assistant is unavailable" reply, not a billing message.
  • The voice agent says the equivalent.
  • The owner sees a clear "you're out — top up or upgrade" banner.
  • Human handoff keeps working, so your team can still answer.

Programmatically, a request refused for exhausted budget is USAGE_LIMIT_REACHED with HTTP 402.

Where to go next

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