AI credits

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AI credits are the currency for LLM actions in campaigns. Learn how credits work, how much they cost, and how to manage your usage.

How it works

AI credits are the units that LLM actions consume when the action calls a model. Each time a person reaches an LLM action in your campaign, the LLM runs and uses credits based on the model and complexity of the request.

 AI credits only apply to LLM actions

Only LLM actions consume AI credits in your account. Other AI features—including the Agent, segment builder, content analysis, and in-app message suggestions—don’t use AI credits.

Pricing

As part of our Q2 launch, every customer on a paid plan will receive a one-time grant of 100,000 AI credits. These credits expire 90 days after they are granted. These starter credits give you a chance to explore the power of LLMs natively in your workflows, test your use cases with different models, and better understand how AI can support your campaigns.

This one-time grant is offered between April 8 and June 30, 2026 and expires after 90 days. Only AI credits from this introductory period expire. Any AI credits you purchase separately do not expire.

  • Existing customers on a paid plan will receive 100,000 AI credits on April 8, 2026, which will expire on July 8, 2026.
  • New customers who start a paid plan between April 8, 2026 and June 30, 2026 will receive 100,000 AI credits that expire 90 days later (A plan starting mid-June would have AI credits that expire mid-September).

AI credits are applied at the account level and shared across all workspaces. So if you use up 75,000 credits in one workspace and 25,000 in another, you’ll have spent all of your AI credits and need to purchase more.

AI credits are not available to customers on Trial plans.

Purchase additional credits

You can purchase additional AI credits for $10 per 100,000 credits by contacting your Customer Success Manager (CSM). We’re also working on a self-service option. You can only purchase additional credits in increments of 100,000.

If you purchase additional AI credits during the Q2 introductory period, your account will use the introductory AI credits before applying any purchased credits.

Credit usage by model

Models consume credits at different rates. Reasoning models use more credits, while quick models use fewer.

  • Reasoning models produce higher-quality results for complex tasks but use more credits per run.
  • Quick models are faster and more cost-efficient, using fewer credits per run.

When you set up an LLM action, you choose which model to use. You’ll see which ones are considered most cost-efficient to help you make a decision. Learn more about choosing a model in LLM actions.

Previews, tests, and live campaigns use credits

Your account uses up credits in these situations:

  • When a customer reaches an LLM action during their journey through a campaign
  • When you click Preview Response to test your LLM action

The amount of credits used depends on the model you choose and the complexity of the request.

Monitor credit usage

You can monitor AI credit usage in your account’s Plans & Billing page.

Customer.io will message you when your AI credit balance is running low, and then again when it’s exhausted. Use this period to purchase more credits and review how LLM actions are performing.

Fallback values kick in when credits run out

When your account runs out of AI credits, LLM actions use their configured fallback values instead of calling the model. Your campaigns continue to run, and any conditions or messages that rely on an LLM action won’t fail because they’ll use your fallback values.

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