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 will help you understand 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:
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Payments can be made via credit card or PayPal. Charges are applied automatically based on your selected 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 upgrading or downgrading, your current plan remains active until the next billing date.
AI Assist uses message credits whenever it sends a message through channels, including Smart Reply and AI Commands. Each message counts as one credit deducted from your plan’s monthly allocation.
There are three types of message credits:
Subscription credits
Automatically provided with your plan and reset at each renewal.
Purchased credits
Additional credits you can buy; these do not expire and carry over to the next period. For detailed steps on purchasing message credits (overages), see this guide: How to top up AI Assist message credits
Excess usage credits
Used when you exceed your subscription and purchased credits. This may result in a negative balance, which you can settle later.
When you upgrade your plan, your existing plan’s credits will be added to the new plan.
When you downgrade your plan, your existing plan’s credits will remain until the next billing date.
Testing your chat widget in AI Assist's settings does not consume message credits, allowing for uninterrupted testing even when credits are depleted.
Follow these steps to upgrade your AI Assist plan:
3. Click Add-ons on the top menu.
4. Click Upgrade under AI Assist.
5. 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 and your billing details are available at Administration > Billing > Purchases and Invoices.
Note:
- Upgrading adds the new plan's message allocations and entitlements right away. Your previous plan’s message allocations and entitlements will remain until the next billing date.
If you’re upgrading from one annual plan to another, and you’d like to cancel the remainder of your previous plan’s allocations, we can offer credit (equivalent to the cost of the remaining months) toward future purchases. Contact us via live chat or email us at support@tawk.to, and we’ll help you further.
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.
The new plan will take effect on your next billing date, and your existing message credits will remain active until then.
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