What actually uses my credit, and what is included for free?
Texting, calling and conversations all keep working with no cap, they draw from two separate balances once your plan's free amount runs out: an AI balance that refills every period, and a wallet you top up yourself.
Every plan gives you unlimited texting, calling and conversations, none of these are hard-capped or ever simply switched off. What changes is which balance pays for them once your plan's included amount for the period runs out.
The two balances
- AI tokens. This refills automatically at the start of every billing period as part of your plan, and pays for the AI actually thinking and replying.
- SMS & Voice wallet. This is money you add yourself, see How do I top up my credit? Texts and calls draw from it once your plan's free allowance for the period is used up.
Both balances are shown on your Billing page, along with roughly how many tokens, texts or voice minutes each one covers at current rates.
What is included, and what draws from a balance
- Conversations have a free monthly quota included in your plan. After that quota is used, conversations keep going exactly as before, the extra ones are simply billed from your wallet, nothing pauses or blocks.
- SMS and voice minutes work the same way: your plan's free allowance covers the ordinary case, anything beyond it comes out of your wallet.
- AI replying draws from your AI token balance, which is refilled by your plan every billing period rather than something you top up by hand.
- Monthly active contacts, on plans that have an allowance for this, is the one thing that is not paid from either balance directly, going over is added to the end of your invoice in blocks, see Where do I see how much I have used this period?
- Team seats are the one part of your account that stays a hard plan limit rather than something a balance pays for, see What happens when I run out of seats?
Nothing stops when you go over
If you use more texts, calls or AI replies than your plan's free amount in a period, your account keeps working exactly as before, the difference is simply taken from the relevant balance. The one thing that can interrupt service is running a balance all the way to zero with no card on file to top it up, see How do I top up my credit? for how to set up automatic top-ups so that never happens by surprise.
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More in Reports and usage
The other guides people read alongside this one.
- What do my reports actually show me?
Messages, response and conversion rates, AI containment, customer satisfaction, a daily activity chart, and how each channel is performing, over whatever date range you pick.
- Where do I see how much I have used this period?
Your Usage page shows SMS sent, voice minutes, conversations against your free monthly quota, team seats, and your monthly active contacts against your plan's allowance.
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