Product update · Billing
Know before your credits run out, and when they do
Studio warns you once as credits run low, emails you if they run out, and your visitors see a polite note instead of a broken chat.
· 3 min read
- Shipped
- Area
- Billing
- Available on
- Every plan
Running out of credits should never be something you find out from a customer. Before, the warnings in Studio could be stale or repeat themselves, and if your balance hit zero while you weren't logged in, nothing told you that your chatbot had gone quiet. Now Studio warns you clearly as credits run low, emails you if they run out, and visitors get a clear message instead of a chat that seems broken.
What's new
Clearer warnings in Studio. When your balance drops below about a fifth of this period's credits, Studio shows a Low Credits Warning. Below about 5% it shows Critical: Credits Running Low. Each warning now appears once, not once for every part of the screen that tracks credits. Studio no longer warns about a balance you haven't started using. After you buy credits or change plan, the balance updates straight away, so you won't see a warning for credits you already topped up.
An email when credits run out. If your chatbot has to skip a reply because the balance is at zero, the account owner gets an email saying so, with an Add credits button. It covers every channel: website chat, WhatsApp, Instagram DM and Messenger. While the balance stays at zero, the email repeats at most once a week, so a busy day of visitors won't flood your inbox.
Replies pause instead of running on. When credits run out, your chatbot stops answering until you add more. This check now runs before every website chat reply, the same way it already did for your other channels.
What your visitors see
- On your website, the chat stays on the page and visitors can still open it. If they send a message, they see: "This assistant can't reply right now. Please try again later, or use the other contact options on this page." There's no retry button, and nothing about billing or credits is shown to them.
- On WhatsApp, Instagram DM and Messenger, the AI doesn't send a reply until credits are back.
As soon as you add credits or upgrade, the chatbot starts replying again. You don't need to republish anything.
How to top up
- Click Add credits in the email, or open Billing in Studio.
- Click Buy Credits on the Overview tab, or Top Up Now on the low-credit banner, and choose a credit pack.
- Your balance updates and replies resume. The Credits tab shows your balance and every grant.
Credit packs cost $12 per 1,000 credits and are available on every plan. If you run out often, a larger plan may suit you better. Compare them on the pricing page, and see credit costs and credit packs for how credits are counted.
Good to know
- The email goes to the account owner. It's sent to the owner of the organization that pays for the credits.
- Once a week at most. If your balance is still at zero a week later, you'll get one more email.
- Your chatbot stays installed. Nothing is removed from your website or channels. It simply waits until credits are back.
- Warnings are for your team only. Visitors never see your balance or any mention of credits.