AI credits
How Pengo Intelligence is billed in AI credits, what your plan includes each month, how to add more with a monthly add-on, and how to cap a website.
On this page
Pengo Intelligence is included on Starter, Team and Business with monthly AI credits. Every AI feature draws from the same credits. This page explains what’s included, what uses credits, how to add more and how to cap a website.
#AI credits by plan
| Plan | AI credits each month |
|---|---|
| Free | Not included |
| Starter | 3,000, plus 500 for each extra person |
| Team | 6,000, plus 500 for each extra person |
| Business | 12,000, plus 500 for each extra person |
| Plus | None: runs on your own AI key |
| Enterprise | Agreed in your contract |
| Team trial | 2,000 for the trial |
Your credits refresh every month, also on annual plans. Unused credits don’t roll over.
On Plus, Pengo Intelligence runs on your own OpenAI, Claude or Gemini key and your provider bills you directly. Intelligence stays off until you connect a key. See Bring your own AI key.
#What uses AI credits
AI replies and features use credits for the real cost of the AI behind them, at what the AI provider charges, with no markup. A short answer uses fewer credits than a long, multi-step one.
- Replies: a standard Intelligence reply uses about 1 AI credit. With Advanced answer quality, a reply uses about 4.
- Copilot: reply suggestions, rewrites, summaries and translation for your team.
- Automations: auto-tagging, summaries, sentiment, insights, lead follow-ups and AI steps in workflows.
- Knowledge: indexing your content and searching it when answering.
Pengo Actions are the exception: each use costs a flat number of credits, whatever the AI provider charges. Credits are charged only when an action actually runs, never when it fails, is rejected or expires. On Plus, runs are free and suggestions use your own key. See Pengo Actions.
| What runs | For example | AI credits |
|---|---|---|
| Lookups | Order status, billing summary, CRM contact | Free |
| Changes inside Pengo | Tags, priority, notes, leads, handover | Free |
| Low-risk changes | Order notes, tickets | 2 |
| Medium-risk changes | Skip, pause or resume a subscription, retry a payment | 5 |
| High-risk changes | Cancel an order or subscription, custom connectors | 10 |
| Suggested actions for your team | Each time Pengo ranks the next best actions | 2 |
All your websites share one pool of credits. Automations stop when 5% of the month’s credits are left, so what’s left goes to answering visitors.
#Check your AI credits
Open Account menu Billing . The AI credits card shows:
- How many AI credits left this month, and when they refresh
- What’s Included in your plan, and any AI credit add-ons
Under Where AI credits go, you’ll see:
- By feature: replies, copilot, automations and knowledge this month
- By website · spend controls: what each website used, with its cap
- What uses AI credits: the typical credits for each feature
For history, scroll to the History card. It shows your AI credits by month and every monthly grant, add-on and expiry.
Pengo also emails the workspace owner when 80% of the month’s credits are used, and again if they run out.
#Add more AI credits
An AI credit add-on adds 5,000 AI credits every month for $10 a month, or $100 a year on annual billing. Add as many as you need.
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Open Account menu Billing .
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On the AI credits card, click Add AI credits (or Change AI credits add-on if you already have one).
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Choose how many add-ons you want with Add one and Remove one.
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Click Add and pay now. The extra credits are yours straight away for this month.
To have fewer add-ons, open the same dialog, lower the number and click Save. You keep this month’s credits, and the lower amount applies from the next month. Set it to 0 and click Remove add-on to stop it.
#When your AI credits run out
When your credits reach zero:
- Pengo Intelligence stops answering new conversations. Intelligence shows Out of AI credits.
- New conversations go to your team instead. See Handoff to your team.
- Nothing is charged automatically. There are no overage fees.
Intelligence starts answering again as soon as you add an add-on or your credits refresh.
#Cap AI credits per website
If one website uses more than its share, the workspace owner can cap it. In Account menu Billing , under By website · spend controls, click Set a cap next to the website and enter the most AI credits it may use each month. When a website reaches its cap, its new conversations go to your team until the 1st of the next month. Click Change or Remove cap to adjust it.
#Plan changes and AI credits
- Upgrade, add people or add an add-on mid-month: Pengo adds the difference right away.
- Downgrade or remove people mid-month: you keep this month’s credits; the lower amount applies from the next month.
- Cancel or move to Free: your monthly AI credits end with your plan.
Common questions
Do unused AI credits roll over?
No. Your AI credits refresh every month, also on annual plans, and anything left from the previous month expires.
How do I get more AI credits?
Add an AI credit add-on in Billing. Each one adds 5,000 AI credits a month for $10 a month ($100 a year), and you can stack as many as you need. There are no one-time packs.
What happens when my AI credits run out?
Pengo Intelligence hands new conversations to your team until your credits refresh or you add more. Your team can keep chatting as usual.
Is there an overage charge?
No. Pengo never charges for AI beyond your credits. Nothing is charged automatically; more credits only come from an add-on you choose.
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