How AI credits are charged
Credits per model, what is free, and what happens when the balance runs out.
An AI reply is charged in credits based on its length in tokens (small chunks of text, read and written) and the model's rate per 1,000 tokens. Cheaper models cost fewer credits for the same reply. Fallback messages are free, and when the balance hits zero AI pauses and the fallback is sent instead.
Balance, top-ups and alerts are covered in AI credits. This article explains the maths behind each deduction.
The rule
- Credits for a reply = (tokens in + tokens out) divided by 1,000, times the model's credits per 1k, rounded up.
- Any reply that uses tokens costs at least 1 credit.
- Tokens in include the agent's persona and brand voice, the knowledge it used, the recent conversation and the question. Tokens out are the reply.
- If no knowledge matches and the fallback is sent, nothing is charged.
Models and providers
Models come from the providers you connect under AI & Credits: OpenAI, Anthropic, Google, or a custom self-hosted endpoint. Each model has its own credits-per-1k rate, shown next to it in the model menu. Premium models cost noticeably more per reply than fast, light ones.
Balance status
| Status | When |
|---|---|
| Active | Balance is above your low-balance threshold. |
| Low balance | Balance is above zero but at or below the threshold. |
| AI paused | Balance is zero. Agents send the fallback message until you top up. |
Every deduction is logged with the bot, the model, tokens in and out, and the balance after, so you can see exactly which agent and model spent what. You can also set spending caps per day and per bot.
Common questions
Is a reply charged if there is not enough balance for it?
No. If the balance cannot cover the reply, nothing is deducted, AI pauses and the fallback is sent.
Do credits come out of my messaging wallet?
No. AI credits are separate from the wallet that pays for WhatsApp conversations. See How conversation pricing works.
Still stuck?
Raise a ticket or chat on WhatsApp. We typically reply within 24 hours.