Usage and billing

12.1What are credits in Kolio?

A credit is Kolio's billing unit. Every plan includes a set number of credits per billing period, and every agent event deducts a fixed number of credits from the price table — not tokens, not minutes of some model.

Kolio credit is a unit of usage with which Kolio bills AI agent events at a fixed price list. Credits belong to the plan's billing period: unused credits do not carry over to the next period, and purchased credits are valid until the end of the same period.

• Credit balance = credits included in the plan + purchased in this period − used. The Credits meter on the Usage page shows the formula in exactly this form.
• The billing period for a subscription is the month ending on the renewal day (credits renew monthly on the same day of the month even on a yearly subscription); during the trial it runs from account creation to the end of the trial.
• Calls, chats and emails are not limited by count — billing runs exclusively on credits. The conversation counts on the Usage page are informational only.
• Softphone (a conversation between two people over the web phone), conversation summaries, the call and web simulators and background work use no credits.

12.2How many credits does each event use?

Event prices are fixed: a phone call costs 20 credits on pickup plus 30 credits per minute (billed by the second), a web chat 15 credits per conversation, an email reply 15 credits per customer message, a blog post 100 credits, and a knowledge base build 50 credits per every 10 sources started.

price = 20 + ceil(duration_in_seconds / 60 × 30)

 12 s  →   0 credits  (under 15 s is free)
 32 s  →  36 credits  (20 + 16)
 60 s  →  50 credits  (20 + 30)
180 s  → 110 credits  (20 + 90)

12.3Which plans exist and what do they include?

Kolio has four plans: the free 7-day trial, Starter (€49 per month), Growth (€149 per month) and Custom (by agreement). Plans differ in included credits, storage, data retention, top-up options and features; the Starter plan allows up to 3 users, Growth and Custom do not limit them.

Free trial (7 days)

At sign-up every new account gets a 7-day trial with 250 credits, 500 MB of storage and every Growth feature, with no payment card. The remaining trial days are shown in the Free trial: N days left banner at the top of the app with an Activate subscription button.

• The trial's billing period runs from account creation to the end of the trial; 250 credits equal roughly 20 one-minute calls.
• Credit top-ups are not available during the trial (Credit top-ups are not available during the trial — choose the Starter or Growth plan.); once credits are used up, the agent switches to limited mode (see below).
• You can activate a subscription at any time during the trial on the Subscription page; from then on the credits and limits of the chosen plan apply.
• After the trial expires, the app shows a red banner Your trial has expired. Activate a subscription to continue. and the Subscription page offers the plan selection. From then on there are no included credits (0): the agent switches to limited mode and only takes calls, chats and email as messages for your team — it does not go silent. Your data stays in the account.

12.4What does the Usage page show?

The Usage page (permission Subscription and billing) shows three meters for the current billing period — credits, storage and conversation counts — plus a list of every billed event with time, type, description and credits. No tokens, models or dollar prices: this is the simplified customer view.

12.5How do I activate, change or cancel the subscription?

You manage your Kolio subscription on the Subscription page; payments are processed by LemonSqueezy, which also issues the invoice. The page shows the status (Trial, Active subscription, Past due, Paused, Cancelled), the current plan with its included items and the next renewal date.

12.6How do I buy extra credits?

You buy credits in the Buy credits section of the Subscription page in packs of 1,000 credits: €15 on the Starter plan (up to 2 top-ups per period), €10 on the Growth plan (no limit). Purchased credits are valid until the end of the current billing period and do not carry over.

• Starter: once two top-ups in the period are used, the button reads You have reached the maximum of 2 top-ups this month — switch to the Growth plan for more.
• Trial: top-ups are not available — choose a plan.
• Custom: extra credits by agreement (write to us at info@kolio.si).
• There is no automatic top-up — you trigger every top-up yourself. The alert emails at 80% and 100% usage have a Buy credits button that leads to this section.

12.7What happens when credits run out?

When credits run out, Kolio does not cut the service at once: the agent keeps working fully up to 10% of the plan's included credits above all available credits (soft stop), then switches to limited mode, in which it only takes calls, chats and emails and records a message for your team.

Limited mode per channel

• Phone: the agent answers but only says it is currently taking messages. It collects full name, contact and a short message and creates a task (and a contact if needed) for your team. It does not answer about the offer, prices, opening hours or appointments and does not book or reschedule — no knowledge base, no service list, no MCP tools.
• Web chat and email: the same rule — the agent takes the message and records it as a task; the reply to the customer only confirms that the message is recorded and that the team will get back to them.
• Knowledge base build and blog post generation: are refused with the code quota_credits until you buy credits or a new period starts.
• Softphone, simulators, summaries: keep working because they use no credits.
• Customer messages are not lost: every conversation in limited mode stays in Conversations and as a task in the CRM.
• An inactive subscription (expired trial, past-due payment, paused or expired subscription) means the same limited mode: included credits are 0, top-ups are not possible, only credits purchased earlier in the current period can be used. The meter on the Usage page shows Subscription is not active.

12.8Storage and data retention

Plan storage (500 MB, 2 GB or 10 GB) covers files in storage (attachments to email, tasks, chat and contacts, blog images, knowledge base PDFs) plus a nightly estimate of your data in the database; plan retention (30, 180 or 720 days) sets how long Kolio keeps conversations (calls and web chats) with transcripts and email with attachments. In Settings → GDPR you can shorten retention (your own period applies only if shorter than the plan's); you cannot extend it.

• A single file is limited to 10 MB (attachments) or 4 MB for a visitor's web chat upload and blog images — these limits apply regardless of plan.
• The database estimate is calculated once a night and is marked estimate as of … on the meter; until it is calculated the meter reads estimate not yet calculated.
• Retention runs as a daily automatic job (at night): conversations (calls and web chats) older than the effective period are deleted together with transcripts, summaries and attachments, as is all email (inbound, outbound and drafts) with attachments. Contacts, tasks and appointments are not deleted by it.
• Your own retention period is set in Settings → GDPR: the page shows what the plan allows and what is in effect; the entered period applies only if shorter than the plan's (min(plan, your period) applies). The Run cleanup now button performs the same job as the nightly run.
• Export and deletion at a customer's request (GDPR) are on Settings → GDPR & privacy and described in the CRM and tasks chapter.