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Updated October 6, 2026

AI credits

Overview

AI work in AtomicX Chat is measured in AI credits. Every time the AI answers a visitor, runs a workflow step, reads your knowledge base, or analyses a conversation, it uses a few credits. How many depends on how long the conversation is and whether your agent uses the regular or the premium model: the premium model uses more credits per message.

  • Monthly credits. AI plans include a number of credits each month. They're used first, and they reset on the 1st of each month (UTC). Unused plan credits don't carry over.
  • Credit packs. When you need more, buy credit packs. Purchased credits are used after this month's plan credits, and each pack lasts 12 months from the day you buy it. The pack size and price are shown when you buy.
  • Not metered. If your plan doesn't have a monthly credit allowance yet, the AI credits page shows how many credits you've used, but credits don't limit anything and credit packs can't be bought. Your plan's monthly conversation limit applies instead.

Once an AI plan has a monthly credit allowance, credits are its only limit: there's no separate limit on conversations. Pricing pages show roughly how many conversations a plan's credits cover ("≈ 3,800 conversations/month"), based on the average across all AtomicX Chat customers. Your own number depends on how long your conversations are and whether your agents use the regular or premium model.

Scanning a website that blocks our scanner also uses credits: those pages are fetched through an external service (see Add documents and websites).

Some AI work is free: the quick routing decisions in workflows and the replays used to test improvements to your chat don't use credits.

Steps

Check your credits

  1. In the sidebar, go to Insights → AI credits. Owners and Admins can open this page.
  2. The top of the page shows your credits left, with the breakdown:
    • Plan: this month's plan credits left, and when they reset.
    • Purchased: credits left from packs, and when the next pack expires.
    • A bar shows how much of this month's plan credits you've used. It turns amber at 80% and red at 90%.
  3. Choose a date range. Click 7 Days, 30 Days, or 90 Days, or set From and To and click Apply.
  4. Review the cards:
    • Credits used in the period.
    • Per day, the average.
    • Per conversation, the average for conversations that used AI.
    • Days left, roughly how long your credits last at this rate.
  5. Scroll down for Credits per day, Credits by feature, and Credits by model. Knowledge base processing is the work of reading documents and websites into your knowledge bases. Credits by model splits credits into Regular model, Premium model, Knowledge base model (the model that reads and searches your knowledge bases) and Website fetching (pages of blocked websites fetched through an external service).
  6. The Credit packs table lists every pack you've bought or been given, with the credits used, left, and when they expire.
  7. Click Export CSV to download your usage in credits. Click Refresh to load the latest numbers.

You can also see your credits at a glance on the AI credits tile on your dashboard, and as AI credits this month in the Usage block on Plan & billing.

Buy credits

  1. On AI credits, click Buy credits. You can also click Buy credits on Plan & billing.
  2. Choose how many Packs you want, from 1 to 20. The total price is shown below.
  3. Click Continue to payment and pay on the secure checkout page.
  4. You return to Plan & billing. The credits are added straight away, and the purchase is listed under invoices as "AI credits — 10,000" (or the number of credits you bought). We also email you a receipt.

Prices exclude VAT. EU customers pay VAT on top. See Payments, invoices and account suspension.

You can't buy credits while your account is suspended for non-payment, on a plan without AI, or on a plan without a monthly credit allowance.

Turn on auto-buy

Auto-buy buys a pack for you when your credits run low, so the AI never stops answering.

  1. Make sure you have a card saved on Plan & billing. Auto-buy needs a saved card.
  2. On AI credits, find Auto-buy and alerts.
  3. Tick Auto-buy a pack when credits run low.
  4. Set Monthly maximum (packs), from 1 to 20. Auto-buy never buys more packs than this in a calendar month.
  5. Click Save.

When your credits fall below 5% of a pack, one pack is charged to your saved card and added straight away, and you get a receipt by email. If the card is declined, auto-buy turns itself off, you get an email asking you to update your card, and the reason is shown under Auto-buy and alerts. Turn it back on once your card is updated.

Choose who gets credit alerts

Owners get an email when this month's plan credits are 80% used and again at 90%. When your credits run out, Owners and Admins get an email too. Each email is sent once a month.

  1. On AI credits, under Auto-buy and alerts, enter extra addresses in Also send credit alerts to, separated by commas. For example, your finance or operations inbox.
  2. Click Save. If an address isn't valid, nothing is saved and the message names the address to fix.

What happens when credits run out

When you have no credits left and auto-buy is off (or has reached its monthly maximum), the AI stops answering. Chats keep working: each one is handed to your team and shows in Live monitor and the AtomicX mobile app as needing a person, with the reason "AI credits used up — buy credits or turn on auto-buy". The visitor sees "Thanks for your message — someone from our team will get back to you." Processing of new knowledge base content also waits until you have credits again.

As soon as you buy credits, or your plan credits reset on the 1st, the AI answers again.

See how many credits a model uses

When you edit an agent, the Which model should I use? list shows roughly how many credits the regular and premium models use per message, for example "≈ 0.6 credits per message". The regular model makes your credits last longer. See AI agents.

Tips

  • Turn on auto-buy with a small monthly maximum, such as 2 packs, so visitors are never handed off just because credits ran out on a busy day.
  • Add a shared inbox to Also send credit alerts to, so the warning doesn't depend on one person.
  • Credits by model shows how much goes to the regular, premium and knowledge base models. Moving a busy agent from the premium to the regular model is often the easiest saving.
  • Large knowledge-base updates use credits under Knowledge base processing and can cause a short spike.
  • Need more credits every month? A bigger plan includes more. See Plans and subscription.
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