Wallet credits are used for different things depending on whether you are on a Business Plan or Agency Plan. Agency accounts pay for usage as they go, allowing them to re-bill this usage. Business accounts pre-pay for usage as part of their subscription (at a cheaper rate).

Businesses pre-select their plan type based on estimated knowledge base upload, user seat and message volume usage. If you do go over your message limit for your plan, you are charged from your wallet at 2x the standard usage rate.

For example, this business plan has chosen to have a limit of 1,000 messages per month. This comes out to $0.04/message if they utilize all of their messages. If they go over that amount and have enabled overage protection, they will be billed $0.08/message (2x the standard rate). This is deducted from your wallet.

Agency accounts, unlike business accounts, pay as they go. This allows them to re-bill as they go as well. Agency plans pay slightly more in usage than business plans, but do get the advantage of only paying for what they use.

Each hour, usage for knowledge base uploads, user seats and message volume is calculated and subtracted from your agency wallet and from the wallets of your clients.

CloseBot's wallet system is built for both businesses and agencies, but used for different things for each account. This article explained the differences in what wallet funds are used for.