Organizations and workspaces
Credits and billing for an organization
One balance for every workspace, who can buy credits, monthly credit limits per workspace and what happens when one is reached (402 WORKSPACE_CREDIT_LIMIT), who gets the billing emails.
Concept2 min readUpdated 1 November 2026
An organization has one credit balance, and every workspace in it spends from it: agent replies, knowledge, workflow steps, evaluations and Insights reports, whichever workspace they happen in. Packs, auto top-up, the card, history and receipts are under Settings → Organization → Billing, which Add credits at the bottom of the left menu and Billing in the account menu also open.
Who does what
| Owner and admin | Billing | Member | |
|---|---|---|---|
| Buy packs, set auto top-up, change the card | Yes | Yes | No: they see the balance and who to ask |
| See history and receipts | Yes | Yes | No |
| Set a workspace's monthly credit limit | Yes | Yes | No |
| See usage reports | Yes | Yes | No |
The shared demo account can't buy credits.
Monthly credit limits per workspace
- Set one under Settings → Organization → Workspaces (Edit in the Monthly limit column) or on the workspace's own Settings → Workspace → General. A whole number of credits; empty means no limit.
- It counts what the workspace spends in the calendar month, in UTC, and starts again on the 1st. A meter shows how much of it is used.
- When it's reached, that workspace stops spending: its agents answer
402 WORKSPACE_CREDIT_LIMITon the API ("This workspace has reached its monthly credit limit. An organization admin can raise the limit in SentientOne."), widget and chat link visitors read "unavailable right now", and knowledge, workflow steps and evaluations that cost credits are refused. Nothing is charged, and the organization's other workspaces carry on. - An owner, admin or billing member raises or removes the limit to let it carry on before the month ends.
Email alerts
The low balance, out of credits, receipt and auto top-up emails are about the organization's balance, so they go to the organization's owner and to the admins of its Default workspace, once each time. They're listed under Email alerts on the Billing page and are always on.
Seeing where credits went
- Billing → History: everything added to the balance, and what the open workspace spent, grouped by day (UTC).
- Settings → Organization → Usage: every workspace's spend over a date range, by day, type and agent. See Usage reports.
- Settings → Organization → Workspaces: each workspace's credits this month beside its limit.
A second organization has its own balance and starts at zero: the 200 free credits come once, with a person's first account. See Create another organization.
Can a workspace have its own balance?
No. Credits belong to the organization. Use a monthly limit to cap a workspace, or a separate organization for separate billing.
Who gets the receipt?
The receipt email goes to the organization's owner and the Default workspace's admins. Stripe's receipt and the invoice PDF are under Receipts on the Billing page.
A workspace is at its limit but we have credits
That's the limit doing its job. Raise or remove it on the Workspaces page, or wait for the 1st of the month (UTC).
Still stuck?
Email us with what you tried and any request id. A person replies.