Credits & Billing
Your plan includes a monthly allowance of message credits. The allowance is restored at the start of each billing period; credits you buy on top of it are yours to keep and are spent after the allowance.
Credits and billing
See balance, purchases, plan, and history
Check the balance or buy more credits
Your available balance is what agents can spend now. Top up before service is interrupted.
Review the current plan
Compare the monthly allowance, agent limits, seats, and billing controls for each plan.
What spends credits
| Activity | Cost |
|---|---|
| Agent reply on the Standard model | 1 credit |
| Agent reply on the Pro model | 3 credits |
| Voice call | 6 credits per minute the call is open, plus the model credits for each reply |
| Phone call | Same as a voice call. Twilio bills you separately for the carrier minutes |
A ten-minute voice call with fifteen replies on Standard costs 75 credits: 60 for the ten minutes, 15 for the replies. Voice is charged on time as well as replies because a real-time voice model bills for the session being open, not for turns taken — a caller who pauses still costs us the minute. Every started minute is charged, so a twenty-second call costs one minute.
What does not spend credits
- Knowledge retrieval, and processing the sources you add
- A reply that fails, or a turn that hands the visitor to a human — you are not billed for the product not working
- Anything a visitor says; only agent replies are charged
Running out
An agent stops replying when the balance cannot cover the next reply, and a voice call ends at the minute boundary it can no longer pay for. Top up or move up a plan on the Credits page, which also shows your balance, your plan, and every purchase, usage and adjustment on the account.