AI credits and usage

AI features run on prepaid credits. A credit balance is kept per workspace and is spent by actions that call an AI model. This keeps costs predictable: when credits run out, AI pauses instead of billing you extra.

What uses credits

• Reading new feedback and finding signals.
• Re-running analysis, classifying product areas and proposing solutions.
• Analyst questions.
• Scanning product context sources.
• Translating text for display, when it is not already cached.

Capturing, browsing, reviewing and recording decisions are free. Cached results cost nothing, and the public demo never spends credits.

Where credits come from

• Welcome credit. A new workspace gets $2 that expires after 30 days.
• Subscription credits. A paid plan adds credits each billing period. They expire at the end of the period.
• Top-ups. One-time credit purchases that do not expire.

Credits are used up in order of earliest expiry first, so credits that expire soon go first.

How spending works

Before an AI action starts, CustomerSaid checks that your balance covers it and reserves the amount. When it finishes, the real cost is settled and any unused portion returns to your balance. If the work fails, the reservation is released. Cost depends on the model and the amount of text.

When credits run out

AI actions are blocked until you renew or top up. Your data is safe: new feedback is still saved, it just waits unanalyzed in Feedback. After adding credits, retry processing on any item that failed.

Check and add credits

Who can do this: people who can manage billing (Owner and Admin).

Open Settings › Billing to see your balance, subscribe, buy a top-up or open the Stripe portal. See Plans and billing.

Tips

• Use the welcome credit to try one real import and a few Analyst questions.
• Import with analysis turned off first if you want to check a file's mapping before spending credits.
• Large backfills, such as a Zendesk or Gong history import, show an estimated AI cost before you confirm.

Troubleshooting

An item says processing failed for credits. Add credits, then retry processing on the item.

My balance is lower than I expected. Expired welcome or subscription credits are removed at expiry. Top-ups stay.