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You launch a support agent on Monday, it handles a quiet week, and then a product launch sends a wave of visitors at it. A2V2.ai keeps answering through the rush — as long as you understand the one thing that powers every answer: credits. Credits are how A2V2.ai meters usage. Instead of counting messages, models, and documents separately, everything draws from a single balance you can watch and top up. This page explains where credits come from, what spends them, and what happens at zero. You can see your balance any time under Billing in your organization settings, and track spending over time on the Usage and Analytics pages.

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Your two credit pools

Every organization has two separate pools of credits. They’re spent in order — plan credits first, then top-up credits — so your purchased credits are only touched once the plan allowance runs low.
PoolShown asHow you get itResets each period?
Plan creditsMessage CreditsIncluded with your subscription every billing periodYes — refilled at the start of each period
Top-up creditsTop-up Credits (“Remaining from recharges”)Bought via auto-recharge or a manual top-upNo — they carry over
Because top-up credits don’t reset, anything you buy is never lost at the period boundary. Plan credits, on the other hand, refill — they don’t roll over, so there’s no benefit to “saving” them.
Billing usage panel showing Credits Used, Message Credits, and Top-up Credits

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What spends credits

Credits are consumed by the work an agent actually does:
ActivityWhen it happensNotes
Message generationEvery time an agent answers a visitorCost depends on the model powering the agent — premium models cost more per message than standard ones.
Document processingWhen a source is added to a knowledge base and indexedA one-time cost as the content is read and made searchable.
Voice transcriptionWhen a visitor sends a voice message that’s transcribedCharged per recording.
Agent tools / skillsWhen an agent runs a tool to complete a taskCharged per tool run, on top of the message.
The exact credit cost of each model is shown in the Sandbox model selector as “Credits cost:” when you pick a model, so you can compare before committing an agent to a premium model.
If a high-traffic agent is burning through credits faster than you’d like, check which model it uses on Model & settings. A lighter model can cut your per-message cost substantially while still answering well from a strong knowledge base.
Testing in the Playground is free — internal test messages there don’t draw from your credit balance. Costs apply to your live, embedded agents and the sources you process.

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What happens at zero balance

Credits are checked at the moment an agent tries to act, not before:
  • When the balance reaches 0, an agent stops generating new answers. Visitors see a notice that there aren’t enough credits to respond.
  • Voice messages show “Insufficient credits to transcribe this recording.”
  • Your existing agents, knowledge bases, contacts, and settings are untouched — nothing is deleted. Only new AI work pauses.
Answering resumes the moment credits are available again, which happens when:
  1. Your plan credits refill at the start of the next billing period, or
  2. You top up — either manually or automatically via auto-recharge.
For agents that customers rely on, leaving the balance to hit zero means real visitors get turned away. Turn on auto-recharge so a busy spell can’t take your agents offline.

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Troubleshooting

Your credit balance most likely reached zero. Open Billing to check, then either wait for your plan period to reset or top up your credits. Turning on auto-recharge prevents this from happening again.
A premium model costs more per message than a standard one, and high traffic multiplies that. Review the model on Model & settings and compare costs in the Sandbox model selector. Document processing and voice transcription also draw credits.
Use Refresh Usage on the Billing page to pull the latest figures. Top-up credits appear under Top-up Credits (“Remaining from recharges”), separate from your monthly plan credits.

Plans

What each plan includes and how much credit it gives you.

Auto-recharge

Top up automatically so agents never stop answering.

Checkout & billing portal

Subscribe and manage your payment method.

Core concepts

How credits fit with agents, knowledge, and RAG.