How to top up AI Assist message credits
The instructions below are for desktops and laptops only.
The tawk.to AI Assist add-on includes a limited number of message credits, which vary based on your selected plan:
| AI Assist plan | Message credits |
|---|---|
| Hobby | 100 |
| Growth | 1,000 |
| Business | 5,000 |
| Enterprise | 20,000 |
These message credits are used whenever AI Assist sends a message in channels. This includes responses from Smart Reply and AI Commands. Each AI Assist message counts as 1 credit and is deducted from your monthly allocation.
Once you've used all your subscription message credits, AI Assist will stop responding until your credits reset with the next monthly billing cycle.
Note: Messages sent while previewing or testing in AI Assist’s Settings do not count against your monthly allocation.
If you're on the Growth, Business, or Enterprise plan, you can purchase additional message credits to increase your quota and better support high chat volumes.
For example:
If you’re reaching the monthly 1,000-message limit with the Growth plan, you can purchase an additional 1000 messages for $0.03 per message).
Understanding message credits
Message credits come in three types:
Subscription credits
These are credits you get automatically when you sign up for an AI Assist plan. They reset every time you renew your subscription, so you start fresh each time.
Purchased credits
These are extra credits that you can buy in addition to your subscription credits. Unlike subscription credits, these do not expire and will carry over to your next subscription period.Excess usage credits
These are credits that you use when you go over your subscription and purchased credits. When you run out of subscription and purchased credits, you may still be able to use the service, but you’ll start accumulating a negative balance, which you’ll need to pay off later.
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.
6. On the Purchase message credits page, enter the number of credits you want in Purchase quantity. You can buy a minimum of 1000 credits, in increments of 1000.
New credit balance = Purchase quantity - Excess usage credits
For example, if you buy 1,000 new credits, and if you have 223 excess usage credits, your new balance will be 777 message credits.
Next, select your Payment Method; you can pay via credit card or PayPal.
If you’re paying with a credit card, enter your card details.
Double-check everything, and click Top Up Now.
Keeping an eye on your message credit usage helps you avoid service interruptions and ensures AI Assist delivers fast, intelligent responses when your team needs it most.
You can track your remaining credits and usage history directly under Message Usage. If you're managing high chat volumes or anticipate spikes in traffic, consider topping up in advance to stay covered.
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