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One AI reply uses one AI response from your AI Response Balance, even when that reply appears as several message bubbles. The balance is shared by all channels in the same company, so activity on one channel reduces the balance available to the others.

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How AI replies are counted

An AI reply is one response generated for a customer message. A response can appear as multiple bubbles in the conversation, but it is still counted as one AI reply.

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When your balance reaches zero

When the AI Response Balance runs out, the AI agent stops sending replies and conversations are handed over for a human agent to pick up manually. Your account and channels stay active. Add more AI responses, enable auto top-up, or upgrade your plan before you need the AI agent to reply again.

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Auto top-up

Stripe auto top-up can add AI responses automatically when the balance runs out. You can enable it from Settings > Plan management. If auto top-up is unavailable for your account or a payment fails, add AI responses manually or contact support.

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Free-plan balance

New Free-plan accounts include 100 AI responses per month. This is the current allowance; older allowances do not apply to new accounts.

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Add more AI responses

Use How to top up AI token to add AI responses, or manage your plan to change your subscription.