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Everything in these docs is quoted in dollars, and dollars are what you are charged. Credits are the internal unit those dollars draw from, and the two never diverge. They exist so that resolutions, channel usage and everything else draw down one balance instead of several.
The peg is fixed, not a floating conversion. Your invoice reconciles either way — the dollar figure and the credit figure are the same number. There is no exchange rate to watch and no way for the value of a credit to move underneath you.

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What a credit is worth

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What draws down your balance

  • Resolutions — the orchestration fee, at the class rate above.
  • LLM cost on Tied-supplied keys, at provider rate with zero markup. On BYOK this never touches your Tied balance at all, because you pay the provider directly.
  • Channel usage — carrier passthrough and platform fees. See Channel fees.
  • Tied Teammate usage.
Assisted routing does not draw anything: if the agent hands off to a human, there is no charge. Neither does a conversation that produced no billable resolution. What tops up the prepaid credit balance, what draws it down, and how a voided resolution posts back. What tops up the prepaid credit balance, what draws it down, and how a voided resolution posts back.

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Included monthly credits

Every plan includes a monthly credit allowance that scales with your seat count. Three things to know about them:
1

They are pooled org-wide

Included credits scale with your seat count but are not assigned per user. A five-seat Business account has 1,500 credits available to the whole organisation, not 300 locked to each person.
2

They reset monthly

Unused included credits do not roll over.
3

They apply to AI usage

Resolutions and Tied Teammate. Usage beyond the included allowance draws from purchased credits.

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Top-ups and auto-recharge

When included credits run out, usage draws from your purchased credit balance. You can add credits manually at any time, or set an auto-recharge threshold so a top-up triggers automatically before the balance reaches zero.

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Credits from voided resolutions

A billed resolution can be voided after the fact — if the same issue reopens within 30 days, or if the customer ever leaves negative feedback on it. When that happens the credit posts automatically: you do not file anything, open a ticket, or argue a case. The credit is created within 24 hours of the signal and netted against your next invoice, with its own line and the reason attached in the in-app view. It covers that resolution’s orchestration fee plus its own model-cost lines. A guarantee you have to chase is not a guarantee. See The money-back guarantee for exactly what triggers a credit, and What counts as a resolution.

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Next

Billing and invoices

Seats, proration, payment methods and reading an invoice.

Channel fees

What channel usage costs, and how it is separated from resolutions.