BoldDesk AI Agent helps teams deliver faster, smarter support. This guide explains how AI credits work—what they are, how they’re consumed, how to buy more, how auto‑purchase works, and how to monitor usage.

Purpose of AI Credits

AI credits are usage units consumed by the BoldDesk AI Agent when generating responses. Each AI‑generated message deducts credits based on:

• Query complexity
• Length, detail, and depth of the AI response

AI credits enable predictable, consumption‑based pricing for organizations using AI‑powered support automation.

What are AI credits?

AI credits are usage units that the BoldDesk AI Agent consumes when it generates responses. Consumption varies with the complexity of the question and the length/detail of the AI output.

How AI Credits Are Used

AI credits are the usage units consumed whenever the BoldDesk AI Agent generates a response. Credit usage depends on:

• The complexity of the query
• The length and detail of the AI-generated response

Examples of Credit Usage

This usage-based model ensures predictable pricing and flexibility for businesses.

Trial Accounts AI Credits

Trial customers receive a one‑time allocation of 100 AI credits under the Enterprise team‑based plan. These credits do not reset during the trial period.

AI Add‑On Availability

The AI Agent and AI Copilot are purchasable as add‑ons. To purchase the AI Add‑on (AI Copilot and AI Agent), explore:

• How to Purchase AI Agent Credits in BoldDesk Active Subscription
• How to Purchase AI Agent Credits in BoldDesk Active Subscription

Paid Subscription and Credit Packs

Once you move to a paid plan, AI credits are allocated as follows:

For step‑by‑step purchasing, see:

• How to Purchase AI Add‑ons When Upgrading From a Trial Subscription
• How to Purchase AI Agent Credits in BoldDesk Active Subscription

AI Credit Packs (Paid Credits)

• 1 pack = 1,000 AI credits
• Credits never expire
• Credits can be purchased anytime
• Credits apply across all agents, channels, and AI actions
• AI credit packs are not discountable
• Credits are consumed in real time

For additional information regarding the payment of AI Credits, please consult this reference How to Purchase, Manage, and Monitor AI Credits in BoldDesk.

When Do Credits Reset?

Paid AI credits do not expire and therefore do not require resets. Replenishment only occurs when:

• A user manually purchases credits, or
• Auto-purchase buys a pack automatically

How Auto-Purchase Works

Auto-purchase ensures your AI Agent continues responding when your credit balance is low or depleted.
When enabled:

• The system automatically purchases an additional credit pack
• AI responses continue without interruption
• You retain control through configurable spending limits and thresholds

AI Credits for Offer Accounts

BoldDesk offers One‑Time AI Credit Allocations for the offer accounts on the Enterprise Team‑Based plan.

Usage Notifications & Threshold Alerts

You receive alerts when AI credit consumption reaches:

• 50%
• 60%
• 70%
• 80%
• 90%
• 100% (mandatory alert)

You may set one custom threshold in addition to the default 100%.

Behavior After Credit Depletion (100%)

When credits reach 100% consumption:

What Stops

• AI responses pause immediately.

What Continues

• Manual ticketing
• Non‑AI workflows

When AI Resumes

AI features resume when:

• You renew your monthly BoldDesk subscription, or
• You purchase additional paid credits

You can monitor usage under AI Usage & Alerts in your BoldDesk portal.

Learn more on How to Monitor and Manage AI Credit Usage in BoldDesk.

Frequently Asked Questions

1. What is the price and size of a BoldDesk AI credit pack?
   Each pack contains 1,000 credits. Packs do not expire and cannot be discounted.

2. Can I cap spending when Auto‑Purchase is enabled?
   Yes. In AI Agent Usage & Alerts, set the trigger threshold and spending controls for your tenant to prevent unexpected charges.

3. Do paid AI credits ever reset or expire?
   No. Paid AI credits never expire and therefore do not reset.

4. What happens when my credits are fully consumed?
   AI responses pause at 100% consumption. Manual ticketing continues. AI resumes after you purchase additional packs from AI Credits.

5. Do offer accounts support removing “Powered by BoldDesk”?
   No. For offer tenants, Powered by BoldDesk cannot be turned off.

6. How many questions can be asked with a given number of AI credits (e.g., 500 credits)?
   The number of questions you can ask with 500 AI credits depends on the complexity of each query, as credit usage is not fixed per question:

   • Simple questions typically use 1 credit.
   • Moderate or multi‑step questions may use 2–3 credits.
   • Highly complex requests that require deeper processing may use more than 3 credits. Because each query consumes credits differently, the total number of questions you can ask with 500 credits will vary based on the complexity of the queries you submit.

7. How to Reduce AI Credit Consumption?
   AI credit consumption in BoldDesk is automatically determined based on the complexity of the query and the length and depth of the AI-generated response. Since this process is system-driven, the exact number of credits used per response cannot be manually controlled. However, you can optimize and reduce credit usage by following these best practices

   • Keep queries concise and specific to avoid generating unnecessarily long responses
   • Optimize your knowledge base content so the AI can provide accurate answers with minimal output
   • Avoid overly complex or multi-part questions in a single query
   • Monitor usage trends using the AI Credits Consumption dashboard to identify high-usage patterns
   • Use AI for relevant scenarios only, and rely on manual responses where appropriate

Related Articles

• How to Create and Configure BoldDesk AI Agent
• How to Purchase, Manage, and Monitor AI Credits in BoldDesk
• How to Monitor and Manage AI Credit Usage in BoldDesk
• Overview of AI Credits Consumption & Balance Dashboard
• Overview of AI Credits Usage Dashboard