Summary
Planhat has a range of different AI features: AI steps in Automations using Planhat's LLMs, Writing Assistant, Conversation Summaries, and processing of Conversation Sentiment and Categorization
Usage of AI features in Planhat are charged by AI credits
The amount of AI credits that are consumed for usage depends on the size of the task, and the pricing of the LLM model. E.g. Claude 3 Opus consumes more credits than Gemini Flash
AI credits are shared within a customer organization and tracked on a rolling 30-day basis
All plans include AI credits to get you started building our your AI features in Planhat
Different AI features are covered by different permissions
Who is this article for?
Users who use AI features in Planhat, and want to understand AI credits
Planhat Admins who need to enable features for their team members
Series
Planhat AI: Credits and Permissions ⬅️ You are here
Content
Introduction
Planhat empowers your team to turn customer data into action, and with built-in AI capabilities, you can automate repetitive tasks, surface insights faster, and create tailored content at scale. By combining your structured Planhat data with the capabilities of Large Language Models (LLMs), you unlock more intelligent, efficient, and scalable customer engagement.
All features using Planhat AI consume AI credits, and every customer instance receives 10,000 AI credits per month that can be used to access these features, shared across users. All customers and users who have access to build automations will get access to the AI step and Planhat's managed LLMs, as well as the option to connect your own LLM.
AI steps in Automations: Supercharge your Custom Automations by connecting to Planhat's LLMs. Read more here.
Sentiment and Conversation Classification: Analyzes sentiment and classifies incoming emails, support tickets and call transcripts. See aggregated sentiment across Companies, End Users and Users. Read more here.
Writing Assistant: Use the Writing Assistant to translate text, extract action points, summarize text or improve writing in Planhat. Use custom prompts to unlock even more use cases. Read more here.
Conversation Summaries: Summarize entire conversations with one click. Read more here.
📌 Note: If you connect to your own LLM, by setting up connections to AI integrations, and use these models in your Automations, no Planhat AI credits will be charged.
What are AI credits?
An AI credit is a unit that measures usage of Planhat's AI-powered features. Each time you summarize a conversation, run an AI step in an Automation, use the Writing Assistant, or conversations are classified, credits are used.
The number of AI credits that are used for each action depends on:
The size of the request, e.g. summarizing an email thread with 20 emails consumes more credits than translating one sentence from English to French
And for "Use AI" steps in Automations:
What model is used, e.g. Claude 3 Opus consumes more credits than Gemini Flash. Read about which models are tailored for different use cases here: Antropic models and Google Cloud models
Example
With 100 AI credits you can summarise ~25 accounts
With 1,000 AI credits you can analyze sentiment and classify ~7,000 email
Usage and limits
AI credit usage can be tracked in the "Settings" Global Tool, in the Account Setup part. The usage will reset monthly on a rolling basis.
When you've reached your limit, the AI features can no longer be used. You will be notified through an in-app banner in the App Center. If you would like to add more credits, we tell you how next!
How do I purchase more AI credits?
To purchase more AI credit, and to get additional features, contact your Planhat CSM. When choosing to upgrade for more AI credits, additional features are included as well, such as:
Ability to add custom classifications for conversations (coming soon)
More LLMs models available in AI steps
Access to our MCP server
Prompt audit logs
Provisioned computing: response and request time is instant
Settings and permissions
To use Planhat's AI features, the Planhat AI Terms of Service must be accepted in Settings / Account Setup. Once these are accepted, Planhat's LLMs will be available as connections in the "Use AI" step type in Custom Automations.
You (as a Planhat Admin) can control AI credit usage by enabling permissions for different features.
To start using the features below, turn on the following permissions in the "Settings" Global Tool:
Conversation Sentiment and Categorization:
Navigate to "Account Setup", and enable "Conversation sentiment and categorisation". Once this is turned on, all incoming conversations will be analyzed.
Writing Assistant:
You (as a Planhat Admin) can choose which Users have this permission enabled via Roles, which you find in the "Users & Roles" part of the Settings Global Tool, and again going to the "Workflow" tab of each Role to view/edit the "Planhat AI writing assistant" permission
Conversation Summary:
You (as a Planhat Admin) can choose which Users have this permission enabled via Roles, which you find in the "Users & Roles" part of the Settings Global Tool, and again going to the "Workflow" tab of each Role to view/edit the "Planhat AI conversation summary" permission
