Adding 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 |
AI Assist uses message credits when it generates responses through your chat channels, including AI agent replies, Smart Reply, and AI Commands. The number of credits deducted for each AI-generated response depends on the model your AI agent uses.
If you run out of credits, you may need to purchase additional 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: When you use more credits than your available subscription and purchased balance, AI Assist tracks the additional usage as excess usage. AI Assist can continue existing conversations but won't join new conversations until you purchase more credits or your monthly subscription credits reset. Any excess usage is deducted from your next credit balance.
How AI Assist uses message credits
- AI agent replies: Each AI-generated reply deducts credits based on the cost of the model selected for that agent. The Auto model uses 3 credits per reply. Each model's credit cost appears in the model selection dropdown.
Learn more about choosing AI models with this guide:
Choosing the AI model for your AI agent
- AI Commands: AI Commands use the AI agent's selected model and its corresponding credit cost.
Learn more about AI Commands with this guide:
Using AI Commands
- AI Transcription: Transcription costs 1 credit per started minute of speech, up to a maximum of 5 credits per voice message. Partial minutes round up to the next full minute. For example, 61 seconds of speech uses 2 credits. The AI-generated reply also consumes credits based on the selected model.
Learn more about AI Transcription with this guide:
Understanding AI Transcription in tawk.to
Note: Preview and test messages in AI Assist settings don't count toward your message credits.
Purchasing additional credits
For example:
- 1,000 credits = $30 USD
- 2,000 credits = $60 USD
- 3,000 credits = $90 USD
Steps to purchase additional credits
Note: You can purchase additional message credits only with paid AI Assist plans.
2. Click Add-ons on the left navigation bar.
3. Click Settings under AI Assist.
4. Click Top Up next to Message Usage.
5. 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 message credits at $30 USD.
Your total cost updates automatically based on the number of credits you select.
6. Review your new credit balance, calculated as follows:
New credit balance = Purchased credits - Excess usage credits
For example, if you buy 1,000 credits and have 223 excess usage credits, your new balance will be 777 credits.
7. Select your Payment Method (Credit Card or PayPal) and enter your payment details.
Tip: Enable Set up auto top-up to automatically purchase more credits when your balance falls below a specified threshold.
8. Review your purchase details and click Top Up Now.
9. Once the purchase is complete, your credits will 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 left navigation bar.
2. Click Purchases and Invoices under Billing in the left submenu.
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.
AI Assist will now automatically purchase additional message credits whenever your balance falls below the threshold, helping you avoid interruptions.
Additional considerations
- Monitor your usage
Regularly check your message usage to understand how quickly your credits are being consumed.
- Consider model costs
Different AI models use different numbers of credits per reply. Check the credit cost displayed in the model selection dropdown when choosing a model for your AI agent.
- Plan for busy periods
If you expect higher chat volumes, consider purchasing additional credits in advance or enabling auto top-up.
- Review excess usage
Check your credit balance regularly so you can manage additional usage and avoid interruptions to new conversations.
Related guides
If you have feedback about this article, or if you need more help:
Click the green live chat icon
Schedule a call with us
Visit our community