Understanding billing for AI Assist
The instructions below are for desktops and laptops only.
tawk.to’s AI Assist offers a range of plans to suit different business needs. This guide explains the available plans, billing cycles, and how to upgrade or downgrade your plan.
For information on general billing, see this guide:
To learn more about getting started with AI Assist, see this guide:
The AI Assist plans
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Payments
You can pay by credit card or PayPal. tawk.to automatically charges your selected payment method according to your billing cycle.
Billing cycle
Your billing cycle begins when you activate a paid plan. For example:
Monthly plan: If you activate a monthly paid plan on 29 August, you’ll be billed immediately and the next billing date will be 29 September.
Annual plan: If you activate an annual paid plan on 29 August, you’ll be billed immediately and the next billing date will be 29 August the following year.
When you upgrade or downgrade your plan, your current plan remains active until the next billing date.
Message credits
AI Assist uses message credits when it generates responses through supported channels and features, including AI agent replies, Smart Reply, and AI Commands. The number of credits deducted depends on the feature and the AI model your agent uses.
How model choice affects credits
New AI agents use the Auto model by default. Auto costs 3 credits per reply. For other AI models, you can see the cost per reply in the Completion Model dropdown when choosing a model for your AI agent.
AI Commands also use the selected AI agent's model and its corresponding credit cost.
AI Transcription costs 1 credit per started minute of speech, up to 5 credits per voice message. The AI-generated reply that follows a transcription also uses credits based on the selected model.
Changing your AI agent's model does not change your AI Assist subscription price. However, it can affect how quickly you use your available credits.
See this guide to learn more:
Choosing the AI model for your AI agent
Types of message credits
- Subscription credits: Your plan includes these credits, and they reset at each renewal.
- Purchased credits: You can buy additional credits to increase your available balance. Purchased credits cost $30 USD per 1,000 credits, do not expire, and carry over to the next billing period.
For example:
1,000 credits = $30 USD
2,000 credits = $60 USD
3,000 credits = $90 USD
To learn how to purchase additional credits and manage overages, see this guide:
Adding AI Assist message credits
- Excess usage credits: These apply when your usage exceeds your available subscription and purchased credits. Excess usage may result in a negative balance that you can settle later.
Upgrading and downgrading with existing credits
- When you upgrade: Your new plan's message allocations and entitlements become available immediately. Your previous plan's allocations and entitlements remain available until the next billing date.
- When you downgrade: Your existing message credits remain available until the next billing date, when the new plan takes effect.
If you upgrade from one annual plan to another and want to cancel the remaining allocations from your previous plan, we may offer credit equivalent to the cost of the remaining months toward future purchases. Contact us through live chat or email support@tawk.to for assistance.
Note: Testing your chat widget in AI Assist settings does not consume message credits. You can test your AI agent's responses without using your available credits.
Upgrading your plan
Follow these steps to upgrade your AI Assist plan:
2. Click Add-ons on the left navigation bar.
3. Click Upgrade under AI Assist.
4. Select the plan you want and click Continue.
6. Select your payment method (credit card or PayPal) and enter the required details.
7. Scroll down and choose your billing cycle (monthly or annually). Then, check your details and click Activate Now.
8. Your new plan is activated instantly. You can view your billing details at Administration > Billing > Purchases and Invoices.
Downgrading your plan
Follow these steps to downgrade your plan:
1. Go to Administration > Billing > Purchases and Invoices.
2. Click Modify next to the plan you want to downgrade and follow the instructions.
Your new plan takes effect on your next billing date. Your existing message credits remain available until then.
Additional considerations
- Monitor your credit usage
Check your credit balance regularly to understand how quickly you use your available credits.
- Choose an AI model that suits your needs
Review each model's credit cost before selecting it. Models with different credit costs can affect how long your available balance lasts.
- Plan for additional usage
If you expect higher chat volumes, consider purchasing additional credits or reviewing your plan before you reach your limit.
- Review your billing details
Check your billing cycle and plan details to understand when your subscription renews and when changes take effect.
Related guides
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