How to read your credits and your WhatsApp messages

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AI and credits shows how much of your plan is left, and how many WhatsApp messages we sent for you. These are two different things, and the page keeps them apart on purpose.

⚠️ The WhatsApp block is off today. It waits on the wa_credits_card feature flag. The metering IS running, so the day it is turned on you see real history rather than zeros.

A superadmin turns it on under Platform → Operations → Feature flags. Until then, everything in this guide is correct except the messages section.

Steps

1. Open Settings → AI and credits.
2. At the top you see what your plan includes: AI credits, Sarai conversations and Video seconds. Each one is spent, and refills when your plan renews.
3. Below the divider Your WhatsApp account, not your plan, you see Messages sent and Estimated cost, with the per-category breakdown under them.
4. Under Packs you can buy extra credits if your plan’s run out.

When you pay for a pack we send a confirmation email to your organization’s administrator. If your organization has no administrator yet, it goes to the email you entered at checkout.

WhatsApp messages do not come out of your plan

This number is a count, not a balance. It cannot run out and you cannot top it up, because it is not ours.

Your practice connects its own WhatsApp Business account. Meta bills those messages directly against that account. We never see that invoice and we do not charge you for them.

What it counts, and what it misses

• It counts the messages we send for you: the ones Sarai answers, and the ones sent from the inbox.
• It misses the ones you type yourself on your phone, in the WhatsApp Business app. Meta does bill those, but we cannot see them.

Why the breakdown matters more than the total

Meta does not charge the same for every message. In Colombia a marketing message costs about 15 times a utility one. That is why the table separates the four categories: you can send few marketing messages and still find they are most of your bill.

The money figure is an estimate, not your invoice. It counts only what we sent, and Meta also bills the replies you type on your own phone. Your real bill is never lower than this number.

If a unclassified messages notice appears, those were sent before we began recording the category. We count them but never price them: charging them at the cheapest rate would hide part of your bill.

⚠️ Meta changes its rates on 1 October 2026. Today service messages — your replies inside the 24-hour window — are free, which is why that row reads Free until 1 October. From that date they cost the same as utility messages. If you send a lot over WhatsApp, check your Meta account before then.

If your billing period crosses that date, you are charged only for the service messages sent from 1 October onward; the ones before it stay free. That is why, in that month, the row can show a peso figure instead of Free until 1 October.

The date on the count

Under the number it says what date it counts from. That is the start of your billing period — the same one that resets your credits. On a yearly plan the count uses the calendar month instead, so the number always describes a month.

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