How AI Credits Work in Akili

AI credits power every action Akili performs. Each time Akili processes a message, generates a suggestion, or runs an AI-powered action, credits are deducted from your account balance.

What Consumes a Credit

One credit is deducted per AI action. Actions that consume credits include:

• Assistant responses — Akili replies to a customer message
• Copilot lookups — Akili suggests what an agent should say mid-conversation
• Reply suggestions — Akili drafts a reply for an agent to review and send
• Summarization — Akili condenses a long conversation into a quick summary
• Memories — Akili generates auto-notes about a customer from past chats
• Content gap detection — Akili identifies questions your Help Center doesn't yet answer
• Label suggestions — Akili recommends labels based on conversation content
• Workflow automations — AI steps inside automated workflows
• Audio transcription — Akili transcribes voice messages before processing

Included Credits by Plan

Each paid plan includes a monthly free credit allowance:

When your monthly allowance is used up, additional credits can be purchased at $20 per 1,000 credits.

How Credit Billing Works

Topping Up

Purchasing additional credits adds directly to your existing balance. It does not affect your monthly allowance or reset any counters.

Monthly Renewal

At the start of each billing cycle:

• If you used less than your free allowance, no credits are deducted — your balance carries over.
• If you used more than your free allowance, the overage amount is deducted from your purchased credit balance.
• If you had zero usage, your balance remains unchanged.

Plan Changes

When you upgrade or downgrade:

• Your total credit balance is adjusted based on the difference between your old and new plan's monthly free allowance.
• Your current usage counter remains unchanged — it only resets at monthly renewal.

Usage Reset

Your usage counter resets to zero only at monthly renewal. It does not reset when you:

• Top up credits
• Change your plan
• Adjust seat count

What Happens When Credits Run Out

When an AI action is triggered with insufficient credits, the action fails gracefully:

• The customer is not left hanging — fallback behaviour executes (e.g. the conversation is transferred to a human agent)
• The failed action is logged internally for auditing
• No partial credit deduction occurs for failed actions

To avoid interruptions, we recommend topping up credits before your balance reaches zero. You can monitor your usage from Settings → Akili → Credits.

Frequently Asked Questions

Does every message cost a credit? Only messages where Akili performs an AI action consume a credit. If a message is received but Akili is not active or the conversation is handled by a human agent, no credit is used.

Can unused credits roll over? Yes. Purchased credits carry over month to month. Free monthly allowance credits do not stack — they reset with each billing cycle.

Can I set a credit spending limit? Credit limit controls are on the roadmap. For now, monitor usage in Settings and top up as needed.

What if I run out mid-conversation? Akili will hand the conversation off to a human agent. The customer receives a message (if configured) letting them know a human will follow up shortly.

Related Docs

• Akili AI Agent — how Akili works
• Help Center — knowledge base Akili references
• Automation — workflows that use AI actions