BoldDesk uses AI Credits to power AI-driven features such as AI Assist and AI Agents. Both features consume credits from your organization’s shared AI Credit pool.

AI Credits are included with the following AI-enabled plans:

• Scale with AI
• Momentum with AI
• Enterprise with AI

Customers on eligible legacy plans can access AI functionality by purchasing and activating the appropriate AI add-on. Legacy plans are no longer available to new customers.

Administrators can manage AI Credits from the AI Credits page, including:

• Purchasing additional AI Credit Packs.
• Configuring Auto Recharge.
• Reviewing AI Credit purchase history.
• Downloading purchase invoices.
• Managing payment methods.

Each AI Credit Pack contains 1,000 AI Credits, which are added to the organization’s shared AI Credit pool and can be used across AI-powered features. This article explains how to purchase AI Credit Packs, configure Auto Recharge, review purchase history, manage payment methods, and troubleshoot common AI Credit management issues.

Prerequisites

Before managing AI Credits, ensure that:

• The organization has Scale with AI, Momentum with AI, Enterprise with AI, or an eligible legacy plan with an active AI add-on.
• You have administrator or billing access.
• The organization has an active BoldDesk subscription.
• A valid default payment method is available for AI Credit purchases and Auto Recharge.

Available AI Add-on Credits

BoldDesk offers a unified AI experience where both AI Assist (formerly AI Copilot) and AI Agents consume credits from a single AI credit pool. Credit purchasing and management are centralized under one AI add-on, making it easier to track and manage AI usage across your organization.

AI Credits (Usage-based Model)

• A single credit pool is shared between AI Assist and AI Agents.
• Credits are consumed based on AI request complexity, model usage, and volume.
• Provides flexibility for teams with varying support demands.
• Credit purchase, monitoring, and management are available through a unified AI add-on experience.

Example

• If an agent uses AI Assist to generate a reply, summarize a ticket, or perform another AI-powered action, credits are deducted from the shared credit balance.
• If AI Agents handle customer interactions or execute AI-driven tasks, the same shared credit balance is used.
• All AI usage across AI Assist and AI Agents is tracked against the organization’s available credits.

How to Manage AI Add-on Credits

Administrators can purchase additional AI Credit Packs, configure Auto Recharge, review purchase history, and access invoices from the AI Credits page.

1. Open Billing and Subscription

1. Sign in to the BoldDesk Agent Portal as an administrator.

2. Open the Admin Center.

3. Under General, select Billing and Subscription.
   

   
   
   

2. Open the AI Credits Page

From the Billing & Subscription page, use either of the following options:

• Select AI Credits from the left navigation menu.
• Under AI Addon Credits, click Manage AI Credits.

Both options open the Manage AI Agent Credits page.

3. Review the AI Credits Details

On the Manage AI Agent Credits page, review the AI Credits Details section.
The section displays:

• No. of Credit Packs Purchased
• Last Purchased Date
• Per Credit Pack Amount
• Credit Pack Amount

The page also includes:

• Add AI Credits +

• Enable Auto Recharge

• No. of Credit Packs for Auto Recharge

• Purchase History

• View Invoice
  

  
  
  

4. Open the Purchase AI Credits Dialog

To purchase additional AI Credits:

1. Click Add AI Credits + next to No. of Credit Packs Purchased.
2. The Purchase AI Credits dialog opens.
3. The purchase process contains two steps:

   • Configure AI Credits

   • Payment Method
     

     
     
     

5. Select the Number of Credit Packs

In the Configure AI Credits step:

1. Under No. of Credit Packs, select the number of AI Credit Packs to purchase.
2. Review the calculated amount shown below the quantity selector.
3. Confirm that the quantity and amount are correct.
   For example, if the displayed rate is $40.00 per Credit Pack:

• One Credit Pack provides 1,000 AI Credits.

• Two Credit Packs provide 2,000 AI Credits.

• Two Credit Packs cost $80.00 USD.
  

  
  
  

6. Configure Auto Recharge

Auto Recharge is optional. When enabled, BoldDesk automatically purchases the configured number of Credit Packs when the available AI Credits are depleted.
To enable Auto Recharge during the purchase:

1. Turn on Enable Auto Recharge.
2. Under No. of Credit Packs for Auto Recharge, select the number of packs to purchase automatically.
3. Review the calculated Auto Recharge amount.
4. Confirm the quantity shown in the information message.
5. Click Continue.

For example, selecting two packs configures BoldDesk to purchase two Credit Packs, which provide 2,000 AI Credits, when the available credits are depleted.

7. Continue Without Enabling Auto Recharge

To purchase AI Credits without configuring Auto Recharge:

1. Leave Enable Auto Recharge turned off.

2. Under No. of Credit Packs, select the number of Credit Packs to purchase.

3. Review the calculated purchase amount.

4. Click Continue.
   

   
   
   

Auto Recharge can be enabled later from the Manage AI Agent Credits page.

8. Review the Payment Details

After clicking Continue, BoldDesk opens the Payment Method step.
Review the following information:

• Number of AI Credit Packs being purchased.

• Cost of the selected Credit Packs.

• Subtotal excluding tax.

• Applicable tax.

• Total due today.
  

  
  
  

The default payment method associated with the BoldDesk subscription is charged for the purchase.

To review or change the payment method, click Manage Payment Method. BoldDesk redirects the administrator to Stripe to manage the default billing method securely.

9. Complete the Purchase

After verifying the payment details:

1. Confirm that the Credit Pack quantity is correct.

2. Confirm that the subtotal, tax, and Total due today are correct.

3. Click Update to complete the purchase.
   

   
   
   

Use the available actions when necessary:

• Click Back to change the number of Credit Packs or the Auto Recharge configuration.

• Click Cancel to close the dialog without completing the purchase.
  

  
  
  

10. Verify the Purchased Credit Packs

After the payment is completed:

1. Return to Billing & Subscription > AI Credits.

2. Review No. of Credit Packs Purchased.

3. Confirm that the purchase appears under Purchase History.

4. Verify that the purchase status is Paid.

5. Click View Invoice to review the corresponding invoice.
   

   
   
   

The Purchase History table displays:

• Invoice number
• Invoice date
• Credit Packs purchased
• Per Credit Pack amount
• Total Credit Pack amount
• Payment status
• Invoice link

Manage Auto Recharge After Purchase

Administrators can update Auto Recharge directly from the Manage AI Agent Credits page.
To update the configuration:

1. Go to Admin Center > Billing and Subscription > AI Credits.

2. Turn Enable Auto Recharge on or off.

3. If Auto Recharge is enabled, select the required value under No. of Credit Packs for Auto Recharge.

4. Review the informational message showing the number of credits BoldDesk will add when the available balance is depleted.
   

   
   
   

To stop automatic purchases, turn off Enable Auto Recharge.

Troubleshooting

AI Credits Option Is Not Available

1. Go to Admin Center > Billing and Subscription.
2. Check the active plan:
   • Scale with AI, Momentum with AI, or Enterprise with AI: Confirm that you have administrator or billing access, and then refresh the page.
   • Legacy plan: Confirm that the AI add-on is purchased and active.
   • Enterprise without AI: AI Credit management is unavailable. Select Change Plan to move to an AI-enabled plan.
3. Contact BoldDesk Support if the organization is eligible but AI Credits remains unavailable.

Auto Recharge Does Not Occur

Confirm that Auto Recharge is enabled, a pack quantity is selected, the credits are depleted, and the default payment method is valid.

Purchase Fails

Select Manage Payment Method, verify the default payment method through Stripe, and retry the purchase.

Purchased Credits Are Not Updated

Refresh Billing & Subscription > AI Credits and review Purchase History. If the payment status is Paid but the credits are not updated, contact BoldDesk Support.

Invoice Does Not Open

Confirm that the payment status is Paid, allow browser pop-ups for the BoldDesk Agent Portal, and retry View Invoice.

Frequently Asked Questions

1. Which plans include AI Credits?
   AI Credits are available with:

   • Scale with AI
   • Momentum with AI
   • Enterprise with AI
     Existing customers on eligible legacy plans can access AI Credits after purchasing and activating the applicable AI add-on. AI Credits are not available with Enterprise without AI.

2. How many credits are included in one Credit Pack?
   One AI Credit Pack contains 1,000 AI Credits.

3. Do AI Assist and AI Agents use separate credit balances?
   No. AI Assist and AI Agents use the same shared AI Credit pool.

4. What does Enable Auto Recharge do?
   When Enable Auto Recharge is turned on, BoldDesk purchases the configured number of Credit Packs after the available AI Credits are depleted. A valid default payment method is required.

5. Can the current purchase and Auto Recharge use different pack quantities?
   Yes. The number of packs purchased immediately can differ from the number configured for Auto Recharge.

6. Where can I review previous AI Credit purchases?
   Open Billing & Subscription > AI Credits and review the Purchase History section.

Related Articles

1. How to Manage AI Credits in BoldDesk
2. How to Monitor and Manage AI Credit Usage in BoldDesk
3. Understanding AI Credits in BoldDesk