Support Agent Billing & Credit Consumption
Last updated: October 29, 2026
Support Agent uses AI credits to perform work. Credit consumption varies with the work the agent does, including the reasoning and tools needed to handle a request. There is no fixed credit charge per resolved issue.
Your contract determines your credit price, included or committed credits, and any pay-as-you-go terms. Use your order form and the Billing page for your workspace’s commercial details.
What consumes credits?
Activity | Billing treatment |
|---|---|
Full Support | ✅ Consumes credits for the agent’s work on customer issues. Usage varies by request. |
Backtesting | ✅ Consumes credits. Budget for the cases and variations you run, including reruns. |
Internal QA Mode | ⛔ Automatically generated QA responses are non-billable. This lets you evaluate responses before enabling Full Support. |
Improvements | ⛔ Non-billable. Recommended improvements to Guidances, Skills and Knowledge Base articles generated from the Agent do not consume credits. |
Standalone conversations in the agent’s Test playground | ⛔ Non-billable. This is different from running a batch backtest. Tests executed as part of another billable workflow retain that workflow’s billing treatment. |
The complexity of an issue will affect how many credits an interaction consume. Things such as Skills and tool calls can affect how much work a request requires.
Review your Support Agent usage
Open Settings → Billing → Usage. You need permission to view billing information.
Choose the billing cycle you want to review.
In Daily usage, open All workflows and select Support Agent.
Use Credits to review consumption and Runs to understand activity. These measure different things: a run is not necessarily one issue or one resolution.
Review Usage by workflow for the period. Where agent-level breakdowns are available, expand Support Agent to compare individual agents.
If your workspace has billing sessions enabled, select View Sessions for the workflow or View All Sessions to investigate individual sessions and their credit usage. Session details can help connect usage to an issue.
Billing sessions and detailed breakdowns depend on availability in your workspace.
Backtesting is billed as a separate workflow. A Support Agent-only filter may therefore omit your backtesting spend. Review the backtesting workflow as well when calculating the total cost of evaluating and operating an agent.
Understand credits, limits, and charges
These values answer different questions:
Credits used: How much work consumed credits during the selected billing period.
Credit balance: The committed, purchased, or promotional credits available under your agreement. A monthly usage view resetting does not necessarily mean your contract credit balance resets.
Monthly workspace limit: A control for monthly credit usage across the workspace. It is separate from your remaining credit balance.
Charges and invoices: The monetary amounts owed under your contract, including any applicable pay-as-you-go usage.
A credit is a unit of usage, not a universal dollar amount. Avoid converting credits into dollars using another workspace’s rate or an old pricing example.