Your plan includes a number of message credits each month. A credit is spent when your AI produces a reply.
That is the whole rule. What matters is the AI answering, not how many messages a customer sends.
What spends credits
Your AI agent replying to a customer, on any channel
Your AI Page answering a visitor
The internal co-pilot drafting a suggestion for your team
What does not
Messages your customers send. A customer writing five messages before your agent answers costs the same as one.
Replies your team writes by hand. Human replies are free, however many you send.
AI Search. Search queries do not draw on message credits at all.
Your help center and newsroom. People reading your published articles costs nothing.
Every reply costs the same
Each AI reply uses 1 credit, on every plan. Co-pilot suggestions use 1 credit each. Each MCP tool call uses 1 credit on top of the reply. Voice calls use 5 credits a minute, on the Business and Scale plans.
When the count resets
Credits are a monthly allowance, whether you pay monthly or yearly.
On a paid plan the month runs from the day your subscription started. A subscription that began on the 16th resets on the 16th of every month. During the 30-day free trial you have 1,000 credits in total.
Paying yearly does not give you a year of credits up front. You get the same monthly allowance, twelve times.
If you run out
Your AI stops replying and tells the customer it is temporarily paused. Your inbox keeps working and your team can still reply by hand, so conversations are not lost.
You can buy extra credits as an add-on, which top up on top of your plan allowance, or upgrade.
Frequently asked questions
Does a long conversation cost more?
Only in the sense that it contains more AI replies. Each reply is what counts.
Do unused credits roll over?
No. The monthly allowance starts fresh each month.
Does testing in the playground use credits?
Anything that produces a real AI reply draws on your allowance, so test deliberately rather than idly.