Plans and limits

What each number on a plan actually means, and what a visitor sees when you reach it.

The two kinds of limit

Some limits are about how much you have — agents, documents, seats. You meet those while setting things up, and the dashboard refuses the action with a clear reason.

The rest are about how hard your agents are being used. You meet those in the middle of a busy day, and a visitor is on the other end, so what happens matters.

What you have

Agents	Separate chat windows, each with its own documents, tools and personality.
Documents	Files or URLs an agent can answer from. One thorough handbook beats fifty thin pages and costs one slot.
File size	The largest single upload. A longer document is not a problem; a single enormous file is.
Seats	People who can sign in to your account, including you. A member sees only what you permit.
Tool level and count	Which kinds of tool you may use, and how many one agent may have at once. See Tools.

How hard they are used

These three are the ones worth understanding before a launch, because each behaves differently at the ceiling.

Messages per minute	A rolling window, not a clock minute — the last sixty seconds, measured continuously. Past it, a visitor is told “too many messages right now, try again in N seconds” with the real number of seconds. Nothing is lost; the next message goes through.
Messages per month	Counted from the day your subscription started, not from the first of the month. At the ceiling the agent stops answering for the rest of the period and says so. This is the one to watch, because it does not clear on its own until the term rolls over.
Conversations at once	How many visitors can be mid-conversation simultaneously — not how many people have the page open. A visitor arriving above the ceiling is asked to try again shortly, and a slot frees the moment any conversation finishes.

"500 concurrent" is not "500 visitors a day"

Concurrency counts conversations happening at the same moment. A conversation lasting a couple of minutes means one slot serves roughly twenty to thirty visitors an hour. A plan allowing 500 at once is not a plan for 500 people a day — it is a plan for a few thousand, depending on how long your conversations run. The usage page shows your real peak hour, which is a better guide than any estimate here.

Zero means unlimited, not blocked

A limit set to 0 is not enforced. Older subscriptions predate these limits and carry zeros, which is deliberate — introducing a ceiling on an account that was never told about one would throttle a paying customer without warning.

Reaching a limit

You are notified in the dashboard when an account limit is hit, once per hour rather than once per blocked message. Nothing is silently dropped: every refusal has a reason, the visitor sees a sentence explaining it rather than an error, and the agent resumes on its own as soon as there is room.

Changing plan

Your terms are frozen when a subscription starts. If we edit a plan, the change reaches you at your next term, never in the middle of one — so an agent cannot lose a tool or gain a ceiling halfway through a month you have already paid for.

Human handoff — when the agent steps aside