Credits & the Billing Role

An organization shares one pool of credit that pays for everything its agents do. This page explains how that shared credit works, who the special Billing role belongs to, and how to hand that role to someone else safely.

Looking for how to buy credits, manage a subscription, or add a payment method? Those live in the dedicated Billing & Credits section. This page only covers the organization side: the shared pool and the Billing role.

How organization credit works

Credit is the shared balance that pays for agent usage across the whole organization. Every conversation an agent has, and every other kind of usage, draws from the organization's credit — not from any individual's personal balance.

A few consequences worth remembering:

• It does not matter who created an agent or who is chatting with it — usage always comes out of the organization's pool.
• When the pool runs low, every agent in the organization is affected, so keeping an eye on the balance matters.
• To stop one team from draining the pool, you cap teams with Budget Groups.

The Billing role

Billing is a special role. Whoever holds it can view the organization's billing and credits.

It is different from the everyday roles in two important ways:

Because Billing is handed over by a transfer rather than edited like the others, it always has a single, clear holder. For the full picture of the other roles, see Roles & Permissions.

Viewing usage

The My Credit page shows credit usage. If you belong to several organizations, it includes an organization selector dropdown so you can switch which organization's usage you are looking at.

Tip: If a number looks surprising, check the organization selector first — you may be looking at the wrong organization's usage.

To control how much each team can spend, set up Budget Groups.

Transferring the Billing role

The Billing role moves from one person to another through a request-and-response flow. Here is the full sequence.

Who can start a transfer: an Owner who currently holds the Billing role.

1. The Owner clicks Transfer Billing Role.
2. A dialog opens with a Member dropdown. Only eligible members appear: members who are not the current user and who do not already hold the Billing role.
3. The Owner picks a recipient and clicks Send Request.
4. The chosen recipient must respond:
   • Accept — the Billing role moves to them.
   • Decline — nothing changes; the role stays where it was.
5. Before the request is accepted, the initiating Owner can Cancel it.

Important: Only one pending billing transfer can exist at a time. Finish or cancel the current request before starting another.

You cannot leave while you hold Billing

If you hold the Billing role, you cannot leave the organization until you transfer it to someone else first. Hand it over using the steps above, then you are free to leave. See Members & Invitations for how leaving works.

Worked example

Goal: Dina holds the Billing role but wants Sari from finance to watch the credit balance.

1. Dina clicks Transfer Billing Role.
2. In the dialog she selects Sari from the Member dropdown and clicks Send Request.
3. Sari sees the pending request and clicks Accept.
4. The Billing role is now Sari's — she can open My Credit, pick the organization, and keep an eye on usage.

Next step

Learn how to trace every change to an agent in the Audit Trail, or return to the Overview.