AI Credits

The Credits page is available to Owners only.

Purpose: AI Credits power Sure Send's built-in AI features. Knowing what uses them, and how much, helps you plan your monthly allocation.

Path: Settings > Credits

How AI Credits work

The number of credits each use takes depends on how much text the AI reads and writes. A short request uses less than a long one, and every use costs at least one credit.

Uses AI Credits

• AI assistant chat, in the web app and the mobile app. Each reply is sized on the conversation so far, so replies later in a long conversation use more credits than early ones.
• AI Summary in the dialer, the summary you can pull up before a call.
• Call analysis after a call: a summary, the sentiment, and suggested next steps. Each analyzed call uses at least 3 credits, one for each of those three parts, and longer calls can use more.
• Smart lists built from a plain-English description.
• CMA narratives written by AI in Connect.

Does not use AI Credits

• Live call transcripts. Calls are transcribed live whether or not your team has AI Credits.
• AI agents and the website chat widget. They are billed separately and do not draw from AI Credits.
• Texts and emails you send. Those use SMS credits or Email Credits where they apply.

Turning call analysis on or off

Call analysis is controlled under Settings > Voice & Recording Settings, in the Conversational Intelligence (AI) section. Turn it off if you don't want calls to use AI Credits. Live transcripts keep working either way.

If your AI Credits run out

AI features stop and ask you to add credits. Nothing is queued or retried. Once you add credits, the next request works.

• AI chat: you'll see Insufficient AI credits. Please purchase more credits. In the web app, a Purchase AI Credits button appears with it.
• Smart lists: team members who are not Owners see a note to contact their team admin to purchase more credits.
• CMA narratives: you'll see You're out of AI credits, with the option to write the copy yourself.
• Call analysis: pauses quietly, with no message on the call. Live transcripts keep working. Calls made while you are out of credits are not analyzed later.

Refunds

Credits are used only after the AI finishes a request, so a request that fails does not use credits.

Plan credits, purchased credits, and expiration

Paid Sure Send plans include a monthly amount of AI Credits, added on your plan's renewal date. The amount grows with each additional user on your team, and a user added partway through the month counts from the next renewal.

Plan credits are always used before purchased credits. Any plan credits left at renewal expire, so they do not roll over. AI Credits you buy on the Credits page do not expire.

AI Credits on your Credits page

• Credits Breakdown: the AI Credits card shows how many credits you have available, split into Included (from your plan) and Purchased.
  • Monthly allocation shows what your next renewal will add, based on your current number of users. If users were added since your last renewal, it can be higher than what you received this month.
  • Remaining this period shows what is left of this month's plan credits.
• Your Credit Types: the AI Credits card shows the cost per credit, your current balance, and the Buy Credits and Auto Top-up buttons. The card always shows a credits-expiring-soon notice for your plan credits, because they renew every month. That is normal.
• Recent Transactions: each use shows the AI feature and the AI model that handled it, for example AI chat_completion: gemini-2.5-flash.