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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
A banner at the top of the page highlights recent changes to how licenses and credits behave.
If you are on a Legacy plan, contact your Customer Success Manager (CSM) to move to a current AI Essentials or AI Pro plan.

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
  • Total AI tickets: the number of AI tickets that client has generated in the current billing cycle, regardless of license status. Hover the column header for a tooltip explaining that only tickets from unlicensed clients count against the credit pool shown at the top of the page.
Sort or filter by Total AI tickets to see who is driving activity:
  • Filter to unlicensed clients to see who is consuming credits.
  • Filter to licensed clients to see tickets that are covered by a license.
The Client name, Status, Company type, and Agreement type fields are synced directly from your PSA, ensuring that information stays consistent and accurate.
You can filter or search for clients using the bar at the top of the table.

Setup

AI licenses are always assigned automatically. You can’t add or remove an AI license by hand. See Automatic AI license assignment. Chat licenses are assigned manually. Use the actions menu (…) on each client row to select Add Chat license or Remove Chat license. Changes take effect immediately after selection. To limit a client’s use of AI tickets, manage that client’s access in AI feature settings instead of removing a license.

Automatic AI License Assignment

Thread always assigns AI licenses automatically. Every night, Thread assigns AI licenses to the client companies using the most AI tickets, up to your plan’s license limit. AI tickets from the remaining unlicensed clients count against your credit pool. Auto-assignment covers AI licenses only, and it runs on both AI Essentials and AI Pro. Chat licenses are always assigned manually. Thread never adds, removes, or swaps a Chat license for you. When it runs
  • Every night at 00:00 UTC, Thread assigns AI licenses to the clients with the most AI tickets.
  • At the start of each billing cycle, Thread reallocates AI licenses if needed. If an unlicensed client used more AI tickets in the prior cycle than a licensed client, Thread swaps them so the highest-usage clients hold the seats.
Priority order When there are more clients than available seats, Thread prioritizes client companies with the most AI tickets in the current billing cycle. Auto-assignment continues down the list until the seat pool is exhausted. Limiting a client’s AI use You can’t assign or remove AI licenses manually, and you can’t opt a client out of auto-assignment by removing their license. To limit a specific client’s use of AI tickets, manage client access in AI feature settings.

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. How credits are counted
  • One AI ticket costs exactly one credit. Every additional AI feature that runs on the same ticket is covered by the same credit, so concurrent features never double-count.
  • Only tickets from unlicensed clients draw from the credit pool. Tickets from licensed clients are covered by the license.
License changes mid-cycle
  • When a client gains a license mid-cycle, their month-to-date AI tickets move out of the credit pool.
  • When a client loses a license mid-cycle, their month-to-date AI tickets move back into the credit pool.
A license only covers a client while it is assigned. If a client held a license last cycle but not this one, their tickets draw from the credit pool for the whole of this cycle. When credits reset
  • Credits reset on the 1st of every month at 00:00 UTC for every contract, monthly or annual, regardless of your billing date.
  • Cancelled contracts continue to track usage until the end of their paid period.

How your license and credit totals are calculated

The totals at the top of the page come from your Thread contract. Two contract shapes affect what you should expect to see:
  • Ramped contracts. A ramped contract is one where your license count steps up on a planned schedule across the term — for example, 50 licenses in year one, 75 in year two, and 100 in year three. Thread shows the final step as your entitled license count, not the sum of every step. In that example you would see 100, not 225.
  • Annual contracts. An annual contract still carries monthly credit and Chat allotments. They refresh on the same monthly schedule as a monthly contract, so being billed once a year does not mean your credits arrive once a year.
If your totals still look wrong after checking them against those two rules, contact your CSM.

Best Practices

  • Regularly review license usage to ensure clients have the correct access.
  • Remove Chat licenses from inactive clients to keep totals accurate.
  • Use AI feature settings to limit AI access for clients that shouldn’t consume AI tickets.
  • 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.

FAQ

No. The Plans & Licenses page currently covers AI and Chat licenses only. Voice AI licensing is managed separately.If a client is enabled for Voice AI and a call creates an AI ticket, that ticket does count toward the client’s Total AI tickets on this page just like any other AI ticket, and draws from your credit pool if the client is unlicensed.
No. Thread assigns AI licenses automatically every night to the clients using the most AI tickets, up to your plan’s limit. To limit a client’s use of AI tickets, manage client access in AI feature settings.
No. Auto-assignment covers AI licenses only. Chat is a separate add-on license, and Thread never assigns, removes, or swaps one on your behalf.To give a client Chat access, assign it yourself from the actions menu (…) on their row in the Manage Licenses table. Remove it the same way.
Both. Automatic AI license assignment runs the same way on AI Essentials and AI Pro, allocating whatever unused AI licenses your plan includes.
No. One AI ticket costs exactly one credit. Any additional AI features that run on the same ticket are covered by the same credit, so concurrent features do not double-count.
When a client gains a license mid-cycle, their month-to-date AI tickets move out of the credit pool. When a client loses a license mid-cycle, those tickets move back into the credit pool. Your credit usage at the top of the page updates to reflect the change.
Credits reset on the 1st of every month at 00:00 UTC for every contract, monthly or annual, regardless of your billing date.
No. Cancelled contracts continue to track AI ticket usage until the end of the paid period.
If you are on a ramped contract — one where your license count steps up on a planned schedule, such as 50 in year one, 75 in year two, and 100 in year three — Thread shows the final step as your entitled license count rather than the sum of every step. In that example you would see 100, not 225.Annual contracts also carry monthly credit and Chat allotments, which refresh on the same monthly schedule as a monthly contract.If the totals still look wrong after checking against your final step, contact your CSM.