One credit = one conversation your agent actually resolves.
A resolved conversation is one where the agent answered the question with citations and the session ended without needing a person. A ten-message back-and-forth in a single session is still one credit.
What never costs a credit
- Escalations. If the visitor is handed to a human, you don't pay.
- Spam and bot traffic.
- Questions the agent couldn't answer. A failure isn't a charge.
- Replies held for your review.
The principle is that you pay for delivered value. If your agent didn't resolve it, it isn't billed.
Running out
Your plan price is the cap. Overage isn't billed today, on any plan, so a busy month can't produce a charge you didn't expect.
When you reach your monthly credits, the widget keeps working in search mode and visitors can still escalate to you. AI resolution resumes when credits reset at the start of the next month — or immediately if you upgrade.
Credits reset each billing month and don't roll over.
Where to see your usage
Open Billing in your dashboard.
Note that the dashboard currently reports usage as AI searches and AI chats rather than a single credit balance, while credit-based billing is rolled out. If you're comparing the two: your plan's credit allowance is the number of resolved conversations included, and the search and chat counters show the underlying activity that produces them.
If the numbers don't line up the way you expect, get in touch and we'll walk through your account.
Reducing consumption
Credits track resolved conversations, so the goal isn't to use fewer — a resolved conversation is one your team didn't handle. But if you want more value per credit:
- Improve your help center so people self-serve without opening the widget
- Use page rules to pin the right articles where visitors need them, resolving questions in one turn
Lifetime deal customers
AppSumo accounts run on their own limits and don't use credits. See AppSumo lifetime deals.