topic Re: Ask Us Anything about HubSpot Credits | June 2-5, 2025 in Ask Me Anything and Panel Discussions

[Closed AMA] Ask Us Anything about HubSpot Credits | June 2-5, 2025

dschwarz — Tue, 16 Sep 2025 08:06:43 GMT

Hi HubSpot Community,

My name is Deanna Schwarz and I work on the Product Strategy team at HubSpot. I’m hosting this AMA along with a group of product experts to answer all of your questions about HubSpot Credits. We look forward to answering your questions.

Why did we decide to launch HubSpot Credits?

Businesses today need flexible, scalable solutions. By introducing HubSpot Credits, we’re giving companies the ability to start with included value and scale AI usage as they grow—helping them drive better customer engagement without needing upfront commitments or fixed costs:

Start for free: All Professional and Enterprise subscriptions include a set of included credits to use Customer Agent immediately, along with Breeze Intelligence. Starter subscriptions receive a set allotment of credits for Breeze Intelligence.
Pay as you scale: Customers can purchase additional credits as needed.
Flexibility: HubSpot Credits are universal across Customer Agent & Breeze Intelligence, so you can use one credit system across multiple features– no more tracking additional line items and capacity
Copilot & embedded AI in Your Subscription: Copilot & embedded AI features remain included with every subscription, no credits required.

🗓 Our AMA will be open for questions from Monday, June 2nd to Thursday, June 5th.

Drop your questions and feedback about HubSpot credits in this thread, and we'll answer them!

Re: Ask Us Anything about HubSpot Credits | June 2-5, 2025

OParkes — Tue, 03 Jun 2025 01:54:00 GMT

Hello, We are currently using the customer agent AI on our chat for Germany. From Aug 4th onwards, what does 5000 credits equate to in terms of number of chats?

How do we predict how many credits we'll need each month?

Assuming the credits are applied across all instances of breeze AI within Hubspot so with the introduction of other agents eg a Knowledge base agent, will this usage also work from the same pool of credits?

The biggest unknown is the understanding of how the credits are calculated as such and how can we plan for purchasing enough future credits to cover our business needs?

Re: Ask Us Anything about HubSpot Credits | June 2-5, 2025

dschwarz — Tue, 03 Jun 2025 14:21:50 GMT

Hi @OParkes !

If you have an Enterprise Hub of any kind, you have these 5000 credits now, but you are correct that they will not have any impact until August 4th. You will be able to see an estimation of how many credits you will use when you assign an agent to a channel, and we are working to release a credits calculator for general use ASAP!
5000 credits = 500 conversations, more details can be found here.
Currently only Customer Agent and Breeze Intellgience are being monetized, but you are correct in assuming when more Agents shift to HubSpot Credits, they will all work from the same 'pool' of credits.

Re: Ask Us Anything about HubSpot Credits | June 2-5, 2025

kwilhelme — Tue, 03 Jun 2025 14:52:44 GMT

Hello,

Is it possible to set up Customer Agent on a Knowledge Base if that KB is restricted to a list membership?

Also, to help control HubSpot Credit usage from getting out of hand with spam chats, is it possible to set up logic in Customer Agent so that it only appears for contacts on a certain list (say your Customer list) or in a certain IP Country, like you can with Smart Content currently? Thanks!

Re: Ask Us Anything about HubSpot Credits | June 2-5, 2025

vvadlamani — Tue, 03 Jun 2025 17:05:00 GMT

Hello -- This is Vijay from the Customer Agent product team.

Yes, you can setup the agent in specific web pages or specific list via the targeting feature in chatflows. You can find more details here https://knowledge.hubspot.com/chatflows/create-a-live-chat#target

Re: Ask Us Anything about HubSpot Credits | June 2-5, 2025

CCRyan — Wed, 04 Jun 2025 00:36:42 GMT

If the intent is to move more of the AI-powered functions to a credit based model, then are there any plans to offer the ability to customize underlying LLMs used to power different AI experiences (and have different credit multipliers based on the selected LLM)?

For example, using OpenAI o3 might have a very different multiple from OpenAI GPT-4o-mini which in turn might have a very different model from Gemini 2.5 Flash. I could easily see wanting to balance cost and capability on a sliding scale depending on the use case.

Re: Ask Us Anything about HubSpot Credits | June 2-5, 2025

CB52 — Wed, 04 Jun 2025 16:54:52 GMT

I was told that 100 credits = 1 conversation and 1 conversation was 1 dollar - and that you offer monthly credits in packages of 100 (1 conversation), 1000 (10 conversation), or 10,000 (100 conversations). One is all that accurate? and two, I was told you will not be automatically billing upwards currently, but that may change. If you do bill automatically, since you do with everything else I assume this is headed that way too, what is above 10,000 credits/month?

Re: Ask Us Anything about HubSpot Credits | June 2-5, 2025

dschwarz — Wed, 04 Jun 2025 16:59:53 GMT

Hi @CB52 !

You are correct; 100 credits = 1 conversation = $1. You can purchase additional credit packs in quantities of 1000 credits ($10USD/pack) at any time.

You will only be autoupgraded into another $10 committment if you purchase more than the included volume of credits in your portal. If you do trigger an autoupgrade, it will just be consistent to the band of 1000 credits you hit.

If you have 5000 credits and you consumed 5500, you would be charged for 6000, in increments of $10.

Re: Ask Us Anything about HubSpot Credits | June 2-5, 2025

BHoy — Thu, 05 Jun 2025 19:14:13 GMT

Hey 👋🏼 -- Bryan here from the Pricing Strategy Team. Thanks for the question! This may be something we explore in the future, but we have no concrete plans or timeline for it right now.

Re: [Closed] Ask Us Anything about HubSpot Credits | June 2-5, 2025

IWhite8 — Fri, 25 Jul 2025 13:23:29 GMT

@dschwarz I hope this note finds you well. I saw your comment above on the number of conversations that can be held with 5,000 credits. I believe that 100 credits are needed per conversation with the customer agent. Therefore, 5,000 credits would be used in 50 conversations. Thanks for clarifying!