Credits and usage
What AI credits are, how many a single bot message consumes, and where to check your current usage.
AI credits are the internal unit Fibly uses to measure your account's AI consumption. Each plan includes a set allowance of credits that renews every month.
The rate
One AI-generated message consumes 10 credits. The rule is the same regardless of the length of the message or the topic of the conversation.
This makes it easy to convert your plan's credit allowance into a number of messages:
| Credit allowance | AI messages per month |
|---|---|
| 5,000 (Starter) | 500 |
| 20,000 (Professional) | 2,000 |
| 1,000 (add-on) | 100 |
| 5,000 (add-on) | 500 |
| 10,000 (add-on) | 1,000 |
You will find a full comparison of plans and add-ons in the Plans article.
What consumes credits
Credits are consumed by every operation in which the bot consults the language model:
- a bot reply to a customer in chat: 10 credits per message,
- AI assist for an agent: generating a draft reply also consumes 10 credits.
What does not consume credits
- messages an agent types manually to a customer,
- semantic search across the knowledge base and indexing of articles,
- automatic conversation classifications used by the Control Center,
- opening and viewing conversations in the dashboard,
- changing settings or editing knowledge base articles in visual mode,
- managing your team and billing.
Where to check your usage
In Settings, Billing you will find two charts:
- Usage in the current period: how many credits you have already used since the start of the current billing cycle, relative to your plan's limit.
- 12-month history: how you have used credits in previous periods. This helps you spot seasonality and predict whether your plan is the right fit.
What happens when you exceed your limit
When your plan's credits run out:
- the bot still replies to customers if you have purchased additional credits (each further reply consumes credits from the purchased allowance),
- if your additional credits also run out, chat keeps working, but
the bot no longer generates its own replies and goes straight to
escalation:
- with human support enabled, the conversation is sent to your team in the Live support section,
- with human support disabled, Fibly immediately sends an email with a summary of the conversation to your team.
- you will receive an email notification that your limit is close (usually at 80% and 100% usage).
Tip: if you notice that your credit allowance regularly runs out before the end of the period, instead of buying additional credits, consider changing your plan to a higher one. It usually works out cheaper.
Credit renewal
Your credit allowance renews on the first day of each billing period. Unused credits from the previous period do not carry over to the next.
What's next
To increase your credit allowance, change your plan to a higher one or buy additional credits (see Plans). In both cases, email us, as configuration changes are currently handled by our team.