AI credits
How AI credits work
Every Helply plan includes AI credits, pooled across the whole team. This page covers what uses them, what never does, and how many a team like yours needs.
One simple AI action, like triaging, summarizing or translating a conversation.
Bigger work uses more. Investigating across tools or resolving a conversation end to end costs more, and one conversation never uses more than 15 credits.
Credits are shared across the team, with usage alerts and limits so spend never surprises anyone.
What each action costs
The Assist Agent and Support Agent draw from the pool each time they do something. Simple actions cost one credit; work that touches several tools costs more.
| Action | Credits |
|---|---|
| TriageTag, prioritize and route a conversation | 1 |
| SummarizeSummarize a conversation for a teammate | 1 |
| TranslateTranslate a message in either direction | 1 |
| QA scoreScore a conversation against your guidelines | 1 |
| Draft a replyWrite a reply for a teammate to review and send | 2 |
| Answer in SlackAnswer a teammate’s question in Slack | 2 |
| Take an actionIssue a refund, update an order, create an issue | 2 |
| BacktestReplay the AI on a past conversation | 2 |
| Answer from the knowledge baseReply to a customer using your help articles | 3 |
| Write an articleDraft a new knowledge base article | 5 |
| InvestigateLook across Stripe, HubSpot, logs and other tools | 6 |
| Resolve end to endHandle a customer conversation from start to finish | 10 |
One customer conversation never uses more than 15 credits, however many steps it takes.
Estimate your credits
Move the sliders to match your team. The estimate updates as you go and shows which plans cover it.
- StarterUp to 3 seatsNot enough
- Team15,000 creditsCovers it
- Pro50,000 creditsCovers it
- Growth100,000 creditsCovers it
Estimates use the per-action costs above. Your real usage depends on your conversations, and usage alerts tell you well before you reach your limit.
Background agents
Background agents watch customer accounts rather than single conversations. They use credits for each active account they follow and for each report or alert they send.
| Action | Credits |
|---|---|
| Follow an accountBackground analysis for each active customer account | 1 |
| Report or alertEach churn, revenue or feature-request report or alert | 10 |
What never uses credits
Helply is a complete help desk on its own. AI only uses credits when it does something.
- Your help desk with AI turned off
- Spam, notifications and auto-replies
- Handoffs to a person after an AI attempt
- Testing in the Playground
When you need more
Usage alerts let the team know well before the pool runs low.
- Starter and Team
- AI pauses at the limit. Top up in the app or move up a plan.
- Pro and Growth
- Choose a hard cap, or go over at a rate agreed at signup.
- Enterprise
- Custom credits and seats.
Start with a 14-day free trial.
Helply is the complete AI-native support platform: everything you expect from Zendesk, rebuilt around AI agents that investigate, resolve, and act.
AI credits pooled across your workspace. Book a demo →