AB Support meters two separate things every month: customer transactions (messages coming in) and AI credits (answers the AI writes). They run down independently, and running out of one doesn’t mean you’ve run out of the other.
The two meters
Customer transactions
One inbound customer message or email. A chat where someone asks three questions spends three.
Your agents’ replies never cost a transaction.
AI credits
One credit per answer the AI writes. Questions it escalates instead of answering don’t spend one.
A reply you write yourself is free.
What you get
| Per month | Free | Each Usage Pack |
|---|---|---|
| Customer transactions | 500 | +1,000 |
| AI credits | 50 | +200 |
| Stackable | — | Yes — two packs means 2,000 transactions and 400 credits every month |
Where to see what’s left
When they show, there are two bars headed either Monthly allowance (if you have a subscription) or Free plan (if you don’t), with an Add a pack or Get Usage Packs button beside them.
What actually happens at the limit
| Runs out | What stops | What keeps working |
|---|---|---|
| Transactions | Replying — by anyone, on any channel. | Messages still arrive and still become tickets. Nothing is dropped. |
| AI credits | Only the AI. It stops answering. | Everything else. Your agents reply as normal. |
Either meter recovers on its own when the month resets, or immediately if you add a pack. AB Support’s free credits reset every month — unlike AB Sales, where the free credits are a one-time grant, so don’t assume the two behave alike.
Sizing it, roughly
Count inbound messages, not conversations, and not customers. A support inbox taking around 25 customer messages a working day is already near the free 500. If most of your questions are routine and your knowledge sources are good, the AI will answer more of them — that spends credits faster than transactions, which is usually the cheaper trade.
If you cancel
You drop back to the Free plan’s 500 transactions a month. Nothing is deleted — your tickets, customers, and settings all stay exactly where they were.
Watch the transaction meter, because that’s the one that stops you answering. The credit meter only decides how much of the answering the AI does for you.