How to top up AI Assist message credits
The instructions below are for desktops and laptops only.
AI Assist plans come with a set number of message credits each month:
| AI Assist plan | Message credits |
|---|---|
| Hobby | 100 |
| Growth | 1,000 |
| Business | 5,000 |
| Enterprise | 20,000 |
These credits are used whenever AI Assist sends messages in your chat channels, including Smart Reply and AI Commands. If you run out of credits, you will need extra message credits to maintain uninterrupted support.
Understanding message credits
AI Assist message credits come in three types:
Subscription credits: Included with your plan and reset each month.
Purchased credits: Extra credits you buy to increase your monthly limit. These don’t expire and roll over to the next period.
Excess usage credits: These are used when you go over your subscription or purchased credits. AI Assist will continue ongoing chats even if you run out of credits. It will go into excess usage credits (and stop joining new chats). When you top up or your plan resets, any overage will be deducted.
Credits are used whenever AI Assist sends a message. Each AI Assist message deducts 1 credit.
Tip: Preview or test messages in AI Assist settings do not count toward your monthly credits.
Steps to purchase additional credits
Note: Message credit purchases are available only with paid AI Assist plans.
3. Click Add-ons on the top menu.
4. Click Settings under AI Assist.
5. Click Top Up under Message Usage on the right of the dashboard.
6. Enter the number of credits you want to buy in Purchase quantity. Credits are sold in increments of 1,000, with a minimum of 1,000.
7. Your new balance will be calculated as:
New credit balance = Purchased credits - Excess usage credits
Example: If you buy 1,000 credits and have 223 excess usage credits, your new balance is 777 credits.
8. Select your Payment Method (Credit Card or PayPal) and enter your payment details.
Tip: Turn Set up auto top-up on to ensure you never run out of credits. When your balance falls below a set threshold, more message credits will be added automatically.
9. Review your purchase and click Top Up Now.
10. Once completed, your credits appear under Top Up in the Credit Breakdown.
Setting up auto top-up
Auto top-up helps prevent AI Assist from running out of credits during busy periods.
1. Click Administration in the top menu.
2. Click Purchases and Invoices under Billing in the left menu.
3. Under AI Assist, click Modify next to Auto Top Up.
4. Enable the toggle, set your minimum credit threshold and top-up amount, and add your payment method.
5. Click Save.
Now, AI Assist will automatically purchase credits whenever your balance falls below the threshold, keeping your support running smoothly.
Additional considerations
Regularly check your message usage to avoid interruptions.
If you expect high chat volumes, consider purchasing extra credits ahead of time.
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