Plans, AI credits and the USD wallet
Understand shared balances, voice reservations, Stripe top-ups and separate provider charges.
Open Manage → Billing and payment in the selected organisation. All its members and assistants share the organisation's balances, including personal chat used within that organisation.
Three separate parts
| Part | Purpose | How it is funded |
|---|---|---|
| Workspace plan | Access, concurrent call lines, members, assistants, widgets, storage and other limits. | Your subscription or applicable plan purchase. |
| AI Credits | Model input/output usage across chat, widgets, WhatsApp and voice, subject to trial exemptions. | Stripe credit packages, including any displayed bonus. |
| Usage wallet in USD | Voice runtime at the organisation's configured per-minute rate. | Stripe wallet top-ups. |
Buying a subscription does not automatically refill either balance. Credits are Sigsen service units, not dollars or a provider invoice estimate. Model, transcription, synthesis, carrier and Meta account invoices remain separate.
What consumes AI credits?
Model work includes customer replies and supporting requests: checked answers, translation, tool selection, prompt generation, builder work, evaluations and post-call analysis. A conversational turn can involve more than one model request.
Requests reserve estimated input and bounded output before generation, then settle reported usage once. When successful generation lacks reported token counts, an estimate is used. Available credits exclude active reservations. Usage exceeding an estimate can leave a negative balance and block new paid requests until replenished.
Transcription and speech synthesis observations do not independently debit AI credits. Their providers can still charge your connected accounts.
How voice runtime is charged
Paid tenants use their configured runtime rate, inherited from the published plan unless an explicit rate applies. Trial plans and subscriptions in a trial have free runtime while trial limits still apply. Plans without configured runtime pricing can have a zero inherited rate; check your actual billing display.
A paid call reserves enough USD for its maximum permitted duration and settles elapsed runtime at the rate frozen when it began. Unused funds are released. At $0.03/minute, a five-minute maximum reserves $0.15; a 30-second call settles approximately $0.015. Shorter duration limits reduce required reservations.
Browser, phone, API and incoming WhatsApp calls use this same runtime policy. Voice notes and text replies have no live-call runtime charge.
Recharge and control spending
Use the AI Credits tab to buy a package, or Usage wallet to add $10–$5,000 through Stripe Checkout. Only owners and organisation administrators can fund the balances. Funds appear after confirmed payment processing; an abandoned or pending checkout adds nothing.
Set the wallet's monthly cap and low-balance threshold. A blank cap is unlimited; zero prevents new paid runtime reservations. Low-balance notifications go to owners/admins. Automatic reload is not currently available.
Refunds reverse funded amounts, including proportional credit-package bonuses. Refunding spent funds can create debt that must be repaid before further funded usage. Check the ledger and payment status if a top-up or refund is still pending.