Message and AI credits
What credits pay for, your monthly allowance, how to buy more or set up auto-replenish, and what happens when you run out.
Credits pay for the messages Lilo sends your clients and for Lilo AI. Your plan includes some of each every month. If you need more, the account owner can buy them.
What uses credits
- Email credits: emails Lilo sends your clients about appointments, forms and marketing use 1 credit each. Emails to you and your team are free.
- AI credits: Lilo AI uses them as it works on your requests. Bigger requests and longer conversations use more. Everyone on your team shares one balance.
- SMS credits: every text Lilo sends uses 1 credit, or 2 if it's long. A text up to 160 characters uses 1 credit. Emoji and some special characters lower that limit to 70. Appointment texts to clients and your team use them.
App notifications on your team's phones are free.
See your balance
- Go to Settings → Credits.
- Find the card for the credit type you want.
Each card shows:
- Included: what's left of this month's allowance.
- Purchased: credits you've bought. They never expire.
- Total Available: the two together.
- Credits used: how much you've used this month, and when your included credits reset.
- Auto-Replenish: whether Lilo tops you up on its own.
The AI Credits card also shows Usage by team member, so you can see who used how much this month.
To estimate what you'll need each month, select the calculator icon on a card. Answer a few questions about your business, and it compares the estimate with what your plan includes.
In the Lilo app, go to More → Business Settings → Credits to see your balances. You buy credits and set up auto-replenish on the web.
Owners
Buy credits
- Go to Settings → Credits.
- On the card you need, select Buy Credits.
- Choose a pack. Each one shows its price and the cost per credit.
- If you have a card on file, Lilo charges it. To pay with another card, select Use a different card.
- Select the Pay button. If you're using a new card, enter it and select Pay Now.
Lilo adds the credits as soon as the payment goes through, and tells you how many you bought.
Set up auto-replenish
Auto-replenish buys a pack for you when a balance runs low, so you don't run out.
- Go to Settings → Credits.
- On the card you want, select Auto-Replenish.
- Turn on Enable Auto-Replenish.
- Under Payment Method, keep your card on file or choose Use a different card. With no card on file, a card form opens when you turn auto-replenish on. Enter your card and select Save Card.
- Under Replenish when balance drops below, choose when to buy. Under Credits to purchase, choose the pack.
- Select Save Settings. You'll see Auto-replenish settings saved.
To turn it off, select Auto-Replenish again, turn off Enable Auto-Replenish and select Save Settings.
What happens when you run out
- Email: Lilo keeps sending appointment emails, and your balance goes below zero. Lilo takes what you owe from your next purchase or your next monthly allowance. An email campaign needs enough credits for everyone on its list. If you're short and auto-replenish can't top you up, Lilo doesn't send it. Add credits, then send it again.
- AI: Lilo AI stops answering until you add credits or your allowance resets. Owners and admins see their balance and an Add credits link instead of an answer. A request already underway can take you a little below zero, and Lilo takes that from your next purchase or monthly allowance.
- SMS: Lilo stops sending texts until your included credits reset or you buy more. Emails keep going, so clients still get email confirmations and reminders.
How it works
- Your included credits reset every month, and each card shows when. Included credits you don't use don't carry over.
- Lilo uses your included credits first, then purchased ones. Purchased credits never expire.
- Your plan sets your monthly allowance. Lilo Pro's is bigger than Lilo Booth's. Your free trial has its own limits for emails and AI credits. See Plans, trial, and billing basics.
- When you subscribe, Lilo gives you your plan's full email and AI allowance right away.
- Only the account owner can buy credits or set up auto-replenish. Admins can see the balances.
- With auto-replenish on, Lilo charges your card for the pack you chose whenever the balance drops below your amount. It emails the account owner each time. If the card is declined, Lilo turns auto-replenish off and emails the account owner.
- With auto-replenish off, Lilo emails the account owner when credits run low, and again when they run out. Running low means a fifth of your monthly allowance or less.
- The account owner also sees a warning on the home screen, on the web and in the Lilo app, with a link to your credits. Closing it hides it until the credits run out or the next month starts.
Common questions
Do unused credits roll over?
Purchased credits do. They never expire. Included credits don't. Each month you start again with your plan's allowance.
Why is my balance below zero?
Lilo kept sending emails after you ran out, or Lilo AI finished a request. Lilo takes what you owe from your next purchase or monthly allowance. When you buy credits, the purchase box shows how many go to settling it first.
Why can't I buy credits?
Only the account owner can buy credits or set up auto-replenish. Admins can see the Credits tab, but not those buttons. In the Lilo app, nobody can buy credits. Use Lilo on the web.
Do emails to my team use credits?
No. Only emails to clients use credits. App notifications are free.
Why are my SMS credits going so fast?
A long text, or one with emoji, uses 2 credits. Each client can get a confirmation and two reminders, plus a note if the appointment moves or is cancelled. The calculator on the SMS Credits card estimates what you need. Auto-replenish keeps you from running out.
Get a business texting number
Set up your own toll-free number for texting clients, what it costs, how Twilio's review works, and what to do if it needs changes.
Email campaigns
Create an email campaign for an audience, design it, send it now or schedule it, and find out why it reached fewer clients than you expected.