Running low and running out

Callivox warns you before your credits run out, and tells you clearly when they have. Nothing is silently queued or lost — but AI work does stop, so it is worth knowing exactly what to expect.

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The warnings you get

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The low-credit email

When your balance falls below 10% of your monthly allowance, Callivox emails you. The subject line is “Low credits — N credits remaining”, and the email links straight to Settings → Billing.

• It is sent once per billing cycle, so a low balance will not fill your inbox.
• It is not sent when auto-recharge is on — there is nothing for you to do, because credits are bought for you automatically.
• It is not sent on plans with no monthly allowance (the Free plan), and not to workspaces billed by an account manager.

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In the app

The moment something is refused for lack of credits, everyone using the app sees it:

• A toast appears: “Insufficient credits — available, needed. Top up $ to continue.” with a Top up button that takes Admins to Settings → Billing.
• A banner sits at the top of the app: “Out of credits — top up to send more messages.” It clears by itself once your balance is above zero again.

Members see the warning too, because it explains why their messages are not going out — but only Admins can act on it. Workspaces billed by an account manager see the warning without a Top up button, alongside the line “Billing is managed by your account manager.”

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What stops when the balance hits zero

Two things worth stressing:

• Nothing is held for later. There is no queue that drains once you top up. Failed messages stay failed until someone sends them again.
• Your inbox keeps working. Inbound messages still arrive, and human replies are free, so your team can keep serving customers by hand while the balance is empty.

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Check for held credits

If your balance looks like it should be enough but work is still being refused, check Held for in-flight on the Credits card. Your spendable amount is balance minus held, and held credits are reserved for work already in progress. They release on their own.

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Automation runs are a separate quota

Automation runs are not paid for with credits. Each plan includes a number of runs per billing period — 10,000 on Starter, 50,000 on Growth, 250,000 on Business, unlimited on Enterprise, none on Free. When the included runs are used up:

• New runs do not start until the next billing period begins.
• Runs already in progress finish normally.
• Your credit balance is untouched, and everything else — inbox, AI replies, voice — keeps working.

Unlike credits, unused automation runs do not roll over; the count resets each period. Check your usage under Automations — see Runs and troubleshooting. If you are regularly running out, move up a plan.

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Overdraft, for account-managed workspaces

Enterprise workspaces billed by an account manager can be given an agreed overdraft: an amount the balance is allowed to go below zero before metering stops. This keeps service running while an invoice is settled.

• Within the overdraft, AI work continues and the balance shows as negative.
• Once the overdraft is used up, the same stops described above apply.
• Your account manager is alerted automatically as the overdraft is consumed, and when an outstanding balance approaches your agreed limit.

Standard workspaces have no overdraft — they stop at zero.

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Getting running again

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Next steps