AI tokens: balance, top-up and alerts

Why it matters

All of Genuka's AI features draw from a single wallet of AI tokens. When it is empty, the Inbox agent stops answering your customers and the assistant stops. Knowing how to read this balance, top it up and receive the alerts in time avoids this cut-off.

Summary

The balance shows in Inbox Settings, AI tokens tab, and in the assistant's header. You top up by buying a pack, paid online. The tokens are credited when the payment is confirmed. There is no automatic top-up: administrators are warned on WhatsApp when the balance goes down.

What uses AI tokens

• the Genuka assistant, in the dashboard and on WhatsApp (including reading a photo and transcribing a voice note);
• the Genuka AI agents of the Inbox, on each automatic reply or when they are mentioned in an internal note;
• the transcription of voice notes in the Inbox;
• the AI recap of a customer conversation, requested from the Genuka Workspace app (asking again with no new message uses nothing);
• the Website Builder and AI content generation;
• the AI steps of workflows and the AI analyses of reports.

AI tokens are separate from messaging credits, which pay for sending WhatsApp messages. An agent reply on WhatsApp only uses AI tokens: it goes out within 24 hours of the customer's message, a window WhatsApp does not charge for. Only template messages use messaging credits.

Prerequisites

• To see the balance and the packs: the agent.access permission (granted to everyone by default).
• To buy a pack: subscription.manage or inbox.*.

Steps

1. Read the balance and the history

1. Open Menu › Communication › Inbox, then the Inbox Settings icon.
2. Click the AI tokens tab.
3. Current balance gives your balance. Recent activity lists the movements: Recharge or Usage, with the number of Tokens and the Balance after each movement.

The balance also shows at the top of the assistant panel (… tokens).

2. Top up

1. In the AI tokens tab, click Recharge.
2. In Buy AI tokens (your current balance is shown under the title), pick a row of the list: 5,000, 15,000 or 50,000 F, with the tokens you receive next to it (5, 15 or 50 million). For another amount, pick Other amount and type it: in steps of 1,000 F, from 5,000 F; the tokens you receive show below it.
3. Click Pay followed by the amount: the payment page opens in a new tab. On a phone, the window rises from the bottom of the screen.
4. The tokens reach the balance as soon as the payment is confirmed.

From the assistant, the Recharge button in the header opens Recharge AI tokens, with the same list. If the screen still offers packs, pick one.

3. Be warned before the cut-off

• In the dashboard: the AI tokens tab shows "Your balance is running low" when it falls below 50,000 tokens, and the Inbox conversation list shows a banner Low AI token balance or AI token balance empty — your AI agents have stopped replying.
• In the assistant: when the balance gets low, an answer ends with a warning and a Recharge button, at most once a day.
• On WhatsApp: when the balance crosses a threshold downwards, the company's administrators who have a phone number receive a message with a top-up link. The default thresholds are 300,000, 100,000 and 10,000 tokens. Each threshold is announced only once, until a top-up brings the balance back up.

Fields and options

Edge cases and common mistakes

• "You are not allowed to top up." Your role has neither subscription.manage nor inbox.*. Ask an administrator to top up.
• The Recharge button doesn't appear in the AI tokens tab although you have subscription.manage: the tab only shows it with inbox.*. Use the assistant's Recharge button.
• Paid, but the balance didn't move. Tokens are credited when the payment is confirmed. A payment left pending credits nothing.
• The Inbox agent no longer answers. With a zero balance, it stays silent without warning the customer. Top up: it resumes on the next messages.
• No automatic top-up. Genuka never charges your payment method by itself. Watch the alerts and top up by hand.
• No WhatsApp alert received. It only goes to administrators who have a phone number on their account.
• "No packs available. Please contact support." No pack is offered at the moment: contact support.

FAQ

Are tokens per user or per company? Per company. All members and all agents draw from the same balance.

Do I have tokens at the start? Yes, a welcome gift of AI tokens is credited when the company is created.

Do tokens expire? Nothing in Genuka makes them expire.

What is the difference with messaging credits? Messaging credits pay for sending WhatsApp template messages. AI tokens pay for the work of the AI. They are two separate balances.

See also

• Set up an AI agent in the Inbox
• Ask the Genuka assistant
• Messaging credits