The AI Wallet holds your workspace’s AI credits. AI agents use these credits when they send Advanced replies. On the AI Wallet page, you can check your balance, top up, set up auto top-up, and see which agents, tests and messages used credits.

How AI credits work

Your workspace has one balance of AI credits, made up of:

• Plan credits: included in your plan and reset at the start of every billing cycle. This applies to yearly plans too. Unused plan credits expire at the reset.
• Additional credits: credits you buy and credits added by SleekFlow. They carry over between cycles and don’t expire.

For plan credit amounts and credit pack prices, see Pricing.

Basic and Advanced replies

AI agents send two types of replies:

• Basic replies: simple answers from the agent’s Knowledge. They’re unlimited and included in your plan.
• Advanced replies: any reply that needs more than Knowledge. For example, following a procedure, reading an image or file, calculating or checking a date, or taking an action. Advanced replies use credits.

The number of credits an Advanced reply uses depends on how much processing it needs. The same number of messages can use a different number of credits on different days.

Keep in mind:

• An agent without a procedure can still send Advanced replies, for example when a contact sends an image or file.

Accessing the AI Wallet page

To open it:

1. Click your profile icon in the bottom-left corner and go to “Settings”.
2. Under “Plans and billings”, select “AI Wallet”.

The page has two tabs: “Balance and top-up” and “Activity and usage”. 

Dates and daily totals use your workspace time zone, shown at the bottom of the page. If your workspace time zone isn’t set, your device’s time zone is used.

Check your balance

The “Balance and top-up” tab shows:

• “Available balance”: your total credits.
• A usage bar: how many credits you’ve used this cycle, out of the total.
• “Plan credits”: how many plan credits you’ve used and when they reset.
• “Additional credits”: how many purchased and added credits are available.
• “Top up” and the “Auto top-up” card. Both are covered in their own sections below.

Your AI agents

The “Your AI agents” table shows how many credits each agent used in the current billing cycle. It has these columns: 

• AI agent
• Status
• Messages
• Credits used
• Share of credits

Every agent is listed, including agents with no usage. A deleted agent stays in the table if it used credits in this cycle, so the shares still add up.

An agent’s status can be:

Top up credits manually

Follow the steps below to top up your AI credits manually:

1. On the “Balance and top-up” tab, click “Top up”
2. Select a credit pack. You can’t enter a custom amount.
   
3. Select the card to pay with, or click “Add card”.
4. Click “Pay”. The dialog shows your balance after the top-up.

The credits are added as soon as the payment is confirmed. Sometimes this takes a moment.

If your credits had run out, your AI agents start sending Advanced replies again from the next incoming message. You don’t need to restart agents or re-enroll contacts.

Set up auto top-up

Auto top-up buys a credit pack when your balance runs low, so your AI agents keep sending Advanced replies. It’s disabled until an admin enables it. Until then, your workspace is never charged beyond its plan.

How auto top-up works:

• One pack at a time: each auto top-up buys one credit pack. Unlike the SMS and Voice wallet, there’s no top-up amount to choose.
• When it runs: it runs when your balance drops to the level you chose. If your balance is already at or below that level when you save, a pack is bought immediately.
• No limit on the number of top-ups: auto top-up can run as many times as your monthly budget allows.
• When the budget runs out: auto top-up only buys whole packs. When the next pack would go over your monthly budget, it stops until the budget resets at the start of the next billing cycle. Your balance then runs down as usual. See “What happens when credits run out” below.
• Disabling it: you can disable auto top-up from the same card at any time. Credits already bought stay in your balance.

You need a saved card to use auto top-up. See [Plans and billing > Set a payment method as default].

To set it up:

1. On the “Auto top-up” card, click “Set up” (or “Edit” if it’s already set up).
2. In the pop-up modal, turn on “Auto top-up”.
   
3. In “When balance drops below”, select 500, 1,000, 2,500, 5,000 or 10,000 credits. The default is 1,000.
4. Enter a “Monthly budget” in USD. It must cover at least one credit pack. The field shows how many top-ups the budget allows each month.
5. Select a “Card”.
6. Click “Save”.

When an auto top-up charge fails

If an automatic charge fails (for example, because the card expired or was removed), auto top-up stops adding credits and the card shows “Charge failed”. Workspace admins get an email, and the “Activity and usage” tab shows an “Auto top-up failed” row.

To fix it, click “Edit”, choose a working card (or check the current one with your bank), and click “Save”.

Review activity and usage

The “Activity and usage” tab shows one row per day, newest first. Use the date range picker to choose a period. More days load as you scroll.

Each row shows “Date”, “Messages”, “Credits used” and “End-of-day balance”.

• Filter by “Type”: “All”, “Replies to contacts”, “Test chats”, “Batch tests” or “Credits added”.
• Expand a day to see its usage by source (“Replies to contacts”, “Test chats” and “Batch tests”), split into Basic and Advanced replies, followed by a day total. Basic replies are listed with 0 credits, so message counts still match your volume.
• How usage is counted: batch tests are counted in cases. Everything else is counted in messages.

“End-of-day balance” is your balance at the end of that day across all activity, so the “Type” filter doesn’t change it.

Balance changes

Changes to your balance appear as their own rows under the day they happened:

At each cycle reset, you’ll see two rows: the new plan credits and the expired plan credits. If your balance was below zero, the difference comes out of the new plan credits.

See the messages behind a day

To see the messages that used credits on a day:

1. Expand a day.
2. Click a line in the expanded day.

The “Messages” page opens with one row per message. For each message, you can see:

• “Time”: when the message was sent
• “Conversation”: the related contact and channel
• “Type”: what the message was, for example a reply to a contact or a test
• “Answer type”: whether the reply was basic or advanced
• “Agent”: the AI agent that sent it
• “Delivery”: the delivery status
• “Credits”: the credits it used

This page shows each message’s activity, not the message content. To see what the AI agent replied, click the contact’s name to open their contact page in a new tab.

Click a contact’s name to open their contact page in a new tab. Basic replies show “Included” in the “Credits” column.

“Delivery” can be:

• “Delivered”: the contact received the reply.
• “Not sent”: the reply was written but not sent, because the contact sent a newer message or a human agent took over. It still counts toward usage.
• “Not delivered”: the AI agent generated a reply, but the channel couldn’t deliver it to the contact. It still counts toward usage. Common causes include:
  • The contact blocked your account or can’t receive messages on that channel.
  • The channel’s messaging window closed before the reply went out. For example, WhatsApp, Facebook Messenger and Instagram only allow regular replies within 24 hours of the contact’s last message.
  • The channel is disconnected or needs to be reconnected in SleekFlow.
  • The channel’s balance is too low to send, for example your WhatsApp credit or SMS wallet.
  • The channel is temporarily unavailable.
• “Test”: a test chat or batch test reply. It was never sent to a contact.

Use “Filters” to filter by “Message type”, “Reply type”, “Delivery” and “AI agent”. If some Advanced replies in the selected period used credits but weren’t delivered, the “Activity and usage” tab shows a line with a “View replies” link that opens them.

Export a credit usage report

1. On the “Activity and usage” tab, click “Export”.
   
2. Choose a “Date range” within the last 60 days.
3. Click “Export”.

The file downloads automatically when it’s ready, even if you close the dialog. Long date ranges can take up to a minute. Your last export stays on the tab with a “Download” button until it expires.

The file has one row per AI reply, including Basic replies. It includes:

• The date and time
• Message type
• Reply type
• Credits used
• Delivery
• The AI agent
• The contact and channel, for replies to contacts

Times are in your workspace time zone. Totals in the file match the page for the same date range.

Limits:

• Each export can include up to 50,000 replies. For more, choose a shorter date range.
• A workspace can export up to 20 times an hour, one export at a time.

What happens when credits run out

• Basic replies keep working at any balance, including zero or below.
• Advanced replies stop: when a new message needs an Advanced reply and your balance is zero or below, the agent doesn’t reply. It exits the conversation through its “System error” exit and adds an internal note with a conversation summary for your team. What happens next depends on the post-exit actions set for “System error”, so set them up to hand the conversation to your team. See Test and deploy your AI agent.
• The contact isn’t told: the agent never mentions credits or billing. The contact only receives a message if your “System error” post-exit actions send one.
• No fallback to Basic: the AI agent doesn’t send a Basic reply instead of a reply that needs a procedure.
• Testing stops too: test chats don’t reply, and batch tests stop answering more cases.

Why your balance can go below zero

A reply that has already started finishes and uses its full credits, even if this takes your balance below zero. Several replies running at the same time can do the same.

Credits used beyond your balance are deducted from your next top-up or your next plan credits, whichever comes first.

Once credits are added, AI agents handle the next incoming message as usual. To avoid running out, set up auto top-up.

Testing uses credits

Test chats and batch tests use credits in the same way as replies to contacts: Basic replies are included, and Advanced replies use credits.

Each test reply shows whether it’s Basic or Advanced and how many credits it used. You can also set a credit limit for a batch test run. See Test and deploy your AI agent.

Test usage appears separately on the “Activity and usage” tab as “Test chats” and “Batch tests”, so you can tell it apart from replies to contacts.

Related articles:

• Test and deploy your AI agent
• Set up your AI agent’s behavior and knowledge
• Plans and billing
• AI Agent Analytics