Plans and Licenses: AI and Chat License Management

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Overview

The Plans & Licenses page in Thread Admin lets you view your current AI plan, monitor usage, and manage licenses for your clients. At the top of the page, you’ll find details about your active plan, including:

• Plan type — displayed as AI Essentials, AI Pro, or Legacy
• Next billing date
• Total and used licenses for AI and Chat
• Ticket credits used and refresh date
• Unlimited AI access, shown when your plan allows AI to run past your credit total

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How It Works

The Manage Licenses table lists all connected clients and their license status. Each row includes:

• Client name
• Status
• Company type
• Agreement type
• AI license and Chat license status
• AI credits used
• AI tickets in the last 30 days — a rolling count to help you spot which unlicensed clients are generating enough AI activity to justify a license

You can filter or search for clients using the bar at the top of the table.

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Setup

Use the actions menu (… ) on each client row—or the Assign AI license button—to manage access. Available actions include:

• Add / Remove AI license
• Add / Remove Chat license

Changes take effect immediately after selection.

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Ticket Credits

Ticket Credits allow AI features to run on tickets for customers who don’t have an assigned license. AI and Chat access are normally tied to licenses assigned to specific customers—meaning that if a customer has a license, all of their tickets qualify for AI automatically. However, some customers—such as occasional or “break-fix” clients—may not generate enough tickets to justify a dedicated license. To support these customers, Thread provides Ticket Credits. When an unlicensed customer creates a ticket that qualifies for AI, one ticket credit is consumed instead of blocking AI access entirely. Only the first AI action on that ticket draws a credit — every additional AI feature that runs on the same ticket is covered by the same credit. Your plan includes a set number of ticket credits, allocated with your subscription. Credits automatically refresh at the start of each billing cycle, resetting your used count to zero.

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Best Practices

• Regularly review license usage to ensure clients have the correct access.
• Remove unused licenses from inactive clients to keep totals accurate.
• Monitor ticket credit usage to plan for renewals or upgrades.
• If nearing your license or credit limits, consider upgrading your plan before the next billing cycle.