Platform allowance and usage limits
Appricity runs your agents' conversations on its platform. This page explains how platform conversations are counted, how to cap them, and the other limits that protect your workspace from runaway use.
How are platform conversations counted?
A conversation counts once, however long it runs and however many messages it takes. Every workspace includes 200 platform conversations a month.
Operations → Automation shows Used this month against your cap.
How do I cap usage?
Set the Monthly cap on the Automation page. When the cap is reached:
- new conversations aren't started on the platform; they wait and show as unanswered, with the reason Monthly platform allowance used up;
- conversations already under way carry on;
- an alert appears on Swarm.
You can always lower the cap. Raising it above the included allowance means contacting Appricity.
What other limits are there?
Each limit has a recommended value and a reason. Settings → Usage limits lists them for admins.
| Limit | Recommended |
|---|---|
| Website chat: requests per website per hour | 200 |
| Website chat: messages per visitor session | 40 |
| Website chat: new conversations per day | 300 |
| Voice minutes per month | 300 |
| Platform conversations per month | 200 |
| New conversations from one sender per day | 5 |
| Messages from one sender per hour | 30 |
The website chat and voice limits can be lowered per embed or voice deployment. The per-sender limits protect against one person, or one script, flooding an agent. If they're reached, the message is recorded as unanswered with the reason One sender sent too much.
Playing a voice sample ("hear this voice") is limited to 100 new samples a day per workspace, on every plan. Replaying a voice and phrase you've already heard doesn't count. If you reach the limit, the voice picker says so, and new samples are available again the next day.
Is there a limit on AI spend?
Yes. Each workspace has a daily AI spend limit, set by Appricity. If a workspace reaches it, agents switch to a faster, lighter model for the rest of the day. If spend keeps climbing well past the limit:
- incoming messages get a short, polite acknowledgement and are recorded as unanswered, so your team can follow up;
- outreach to new leads is deferred, never dropped.
What limits apply to channels?
Channel limits are set where the channel is configured:
- on each connection's Answer incoming messages settings: replies per conversation, new conversations per day and time to first reply;
- on a linked WhatsApp number: new conversations per day;
- in Governance: workspace-wide message limits per day, per hour and per person.
What about uploads?
Files you upload as knowledge can be up to 50 MB each by default. Larger files are refused before they're sent, with a suggestion to split them or export a smaller copy.