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Credits and AI answers

Your plan comes with AI credits every month. One credit is one AI answer to a customer. Here is what else uses them, and what happens when they run low.

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What each plan includes

Starter
500 AI answers a month
Growth
3,000 AI answers a month
Pro
9,000 AI answers a month

The allowance renews every month: on a monthly plan when that month’s payment goes through, on an annual plan each month from the day it started. What’s left of it doesn’t roll over. Extra seats add people, not credits.

What uses credits

A chat answer
The AI replying to a customer once: 1 credit.
A chat becomes a ticket
Its subject and summary, written on their own: 2 credits.
AI drafts for your team
Generate with AI or Instruct AI: 2 credits. Improving or summarizing a reply: 1 credit.
Translation
Sending a translated reply: 1 credit. Reading a customer’s message in your language: free.
Your website
Scanning it into your knowledge base: free.

Voice notes, the AI Playground and knowledge briefing calls have their own costs. The full list is on the pricing page, under How credits work, and in the app under Settings › Billing. There is never a fee per resolved conversation.

The hourly and daily limit

So one busy hour can’t use up a month, the AI has a limit on every plan:

Starter
42 credits an hour, 250 a day
Growth
250 credits an hour, 1,500 a day
Pro
750 credits an hour, 4,500 a day

When a limit is reached, the AI pauses until the next hour starts, or for the daily limit until midnight UTC. Knowledge briefing calls don’t count toward it.

When credits run low or run out

  • We email the Owners at 50%, 75%, 90% and 100% of your allowance. If one jump passes several, you get one email, for the highest.
  • At 0, the AI pauses until the allowance renews. Your inbox, tickets, live chat and email keep working, and your team keeps replying.
  • A customer who writes in the chat meanwhile is told the AI assistant is temporarily unavailable, and Retily opens a ticket for your team. It asks for their email address first if it doesn’t have one.

Buy more credits

Top ups are 1,000 AI answers, $15, on every plan. Bought credits are used after the monthly allowance and never expire.

  1. In the app, go to Settings › Billing. By default, only the Owner can buy.
  2. Under AI credits, in Buy credits, pick an amount.
  3. Click Preview to see the tax and the total, then Pay. It’s charged to your default card.

Auto top-up

In the same place, tick Buy credits automatically when they run low, choose the threshold, how many credits to buy each time and how many times a month at most, then click Save auto top-up. If your bank asks to confirm a payment, auto top-up pauses and we email the Owners.

See where credits went

Settings › Billing shows this month’s use and a forecast, by action, by teammate and by day, and the conversations that used the most.

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Still stuck?

Write to support@retily.com with your support email address and what you tried. Or see all help pages.