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API rate limits

Last Update: Nov 2024 • Est. Read Time: 2 MIN
To check plan availability, see the pricing page.

To ensure quality service and to prevent abuse, Kustomer limits the number of API requests that can be made in a short period of time. API rate limits differ by pricing tier. In the response header of most APIs your current rate limit (x-ratelimit-limit) and remaining calls (x-ratelimit-remaining) will show. You can also see your rate limit and usage in the Kustomer platform. 

Who can access this feature?
User typesAdmins can access the Platform Limits page.


In this article:

View API usage and rate limit

You can track your API call usage in the Kustomer platform by going to Settings> Platform > Platform Limits and selecting the Rate Limits tab.

You can view API usage in ranges from the past 30 minutes, 60 minutes, 24 hours, or 7 days. Or, by clicking in the date field next to the calendar icon, you can input a custom range to view. The toggle to the right allows you to view usage by API key or by endpoint. 

The dropdown on the right within the chart allows you adjust the y-axis of the chart to break down data anywhere from minute to weekly. 

The red line on the chart shows where your rate limit is. If your organization has lower API usage, click the Rate Limit key at the bottom left of the chart to zoom in. 

 

The API rate limit is applied across all API tokens configured for your organization. The default rate limit interval is 60 seconds.

Rate limit details

Visit the pricing page to view the rate limits for your plan.

Standard API limits

  • This limit is counted against the sum of requests through the API across the entire platform, regardless of the endpoint or target object.
  • This limit is for API keys such as backend integrations and includes requests that pass through the API like bulk requests, paginated requests, and agent actions.
  • This limit does not apply to workflows and business rules, which do not pass through the API.
  • Non-machine (human) users using the app have a limit of 1,000 rpm.
  • Data services like Kinesis do not count toward your API rate limit.

Webhooks / form hooks

  • Webhooks and form hooks have an independent rate limit of 1,000 rpm.
  • Webhooks have a body size limit of 400kb, including whitespace.

Standard integrations

  • Standard integrations that we offer for inbound/outbound message processing (such as Postmark for email, Twilio for SMS, Facebook Messenger, or Twitter) are not rate-limited by organization.
  • However, some of these integrations are limited in other ways. For example, Postmark limits the number of inbound emails from the same email address to 20 per hour to prevent an auto-reply loop.

Object-specific rate limits

  • Any conversation/company/message object record can be updated 100 times in 10 minutes. This also applies to internal updates to a single customer record (such as via workflow).
    • Customer via API is the only exception to this rule. A single customer can be updated via the API 600 times in 10 minutes.
  • A single request has the potential to incur a count against both the standard API limit and object-specific rate limit thresholds, such as an API request to update an object.

Workflow executions

  • Workflow executions are limited to 1,000 requests per 30 second per event type (for example, Conversation update). This is to prevent infinitely looping workflows.

Learn more about rate limiting and using our API in the Kustomer Developer Portal.