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Application limits for seat-based plans

Last Update: Nov 2024 • Est. Read Time: 6 MIN
To check plan availability, see the pricing page.

This article outlines the standard limits that apply to all non-sandbox organization instances. These limits may include a combination of billing plan-specific limits, limits imposed by one or more sub-processors, or other system-level protective limits to protect the system.

Notes: 

  • The information in this article only applies to our seat-based pricing plans (Business, Professional, Enterprise, or Ultimate).
  • Additional and more restrictive limits may exist for sandbox organizations. Limits apply regardless of the instance region or production point of deployment, Prod1 (US) or Prod2 (EU).
  • Professional and Business plans are legacy plans and not available to new customers.

In this article

API rate limit

API request rate limits are based on your current billing subscription plan. The rate limit is applied across all API tokens configured for your organization. The default rate limit interval is 60 seconds. The plan limits are:

Plan
Rate Limit
Professional (legacy plan)300
Business (legacy plan)500
Enterprise1000
Ultimate
2000


For additional details on API rate limits across our platform such as hook limits and object rate limits, see API rate limits.

Audit log storage limits

Kustomer audit logs are optimized to store your organization's most important data. Logs are stored for certain periods of time depending on the type of audit log. For more details, see Audit log storage limits.

Brand limits

You can support multiple brands under your Kustomer organization with Business or higher plans. The plan limits are:

Plan
Limit (including the default brand)
Professional (legacy plan)1
Business (legacy plan)5
Enterprise25
Ultimate
300


Business rules limits

Business rules help you manage common automations and allow you to trigger changes based on company, customer, conversation, and message attributes. The plan limits are:

Plan
Limit
Professional (legacy plan)25
Business (legacy plan)50
Enterprise100
Ultimate
200


For more information, see Understand business rules.

Business schedule limits

Business schedules allow your organization to specify their operating business hours for their Kustomer platform. Organizations that have access to this feature can create up to 50 individual business schedules for the various regions in which they provide customer support.

For more information, see Create business schedules.

Conversation sub status limits

Sub statuses let you add more specific details to your standard conversation statuses. You can create up to 50 custom sub statuses for any of your three main status options. To learn more, see Create custom sub statuses.

Customer merge limits

You can merge customer profiles to quickly clean up any duplicate customers you may have in your organization. To ensure system resources run efficiently, you cannot merge two customer timelines that have more than a combined 1000 conversations and custom objects. For more information, see Merge customers.

Email limits (default provider)

Kustomer comes with a default email provider so that your team can start receiving emails quickly. The message limits are:

Message Direction
Limit
OutboundTextBody and HtmlBody are up to 5 MB each.
The total message size, including attachments, is 10 MB.
Inbound
The total cumulative size for all inbound attachment files can not exceed 35 MB.


For more information, see Receive email in Kustomer.

Email template limits

You can create up to 50 custom email templates to personalize the design of your outbound emails for brands and teams. For more information, see Customize email templates.

Facebook limits

You can connect your Facebook accounts to Kustomer to respond to direct messages and public comments from directly within Kustomer. The plan limits are:

Plan
Limit (handles)
Professional (legacy plan)1
Business (legacy plan)5
Enterprise25
Ultimate
50


Instagram limits

You can connect your Instagram accounts to Kustomer to respond to direct messages and public comments from directly within Kustomer. The plan limits are:

Plan
Limit (handles)
Professional (legacy plan)1
Business (legacy plan)5
Enterprise25
Ultimate
50


Language limits

You can set up global language support in your organization to provide a better experience for your customers. The plan limits are:

Plan
Additional Language Limit
Professional (legacy plan)2
Business (legacy plan)3
Enterprise20
Ultimate
Unlimited


For more information on how to turn on additional languages, see Customize localization settings.

KIQ conversation classification limits

Conversation classification is a tool that helps you automate time-consuming tasks so that your agents can focus on support inquiries that need their attention, resulting in better and faster responses.

This feature is available to organizations on Enterprise or Ultimate plans with KIQ for Agents add-on. Customers on this plan can create up to 3 conversation models. Only one model can be active at a time. To learn more, see Conversation classification.

Knowledge base articles limit

A knowledge base provides a way to communicate with customers through articles. It helps them self-serve and find a quick solution to their inquiry without waiting to speak to an agent. 

You can create up to 1000 articles. For more information, see Create knowledge base articles.

Feature
Professional (legacy)
Business (legacy)
Enterprise
Ultimate
Internal knowledge baseNo
Yes
Yes
Yes
No
Yes
Yes
Yes
No
Yes
Yes
Yes
No
No
Yes
Yes

Outbound webhook limits

Outbound webhooks are used to send events from Kustomer to other systems. You can have up to 5 outbound webhooks configured in your Kustomer organization for Business (legacy), Enterprise, and Ultimate. For more information, see Outbound webhooks.

Permission set limits

Permission sets define what users or teams can see and do within the platform. The plan limits are:

Plan
Limit
Professional (legacy plan)-
Business (legacy plan)-
Enterprise10
Ultimate
20


For more information, see Understand permission sets.

Platform Klass limits

Klasses define the attributes associated with each object type in your platform. You can have a total of 100 Klass definitions. For more information, see Define customer attributes in Kustomer.

Platform storage limits

The Kustomer platform has storage limits which take into account various levels of resource utilization within the Kustomer platform. This includes all primary data storage, replication, multi-region backup data transfer and storage, and search indexing storage and replication.

For more information, see Platform storage limits & pricing.

Queue limits

Queues organize inbound conversations and route them to available agents. Queue routing is only available to Enterprise and Ultimate plans. The plan limits are:

Plan
Queue Limit
Enterprise3
Ultimate
10


Tip: We recommend you assign multiple queues per team for maximal routing flexibility. For more information about queue limits, see the Agent Productivity section of the billing plan comparison page.

Queue rule limits

Queue rules are how inbound conversations are assigned to a queue. You can have a total of 100 queue rules. For more information, see Create queue rules.

Reporting limits

You can generate reports within Kustomer to gain insights on conversations, team performance, and more. The length of time that you can access your reporting historical data depends on your plan:

Plan
Data Retention (months)
Professional (legacy plan)12
Business (legacy plan)12
Enterprise24
Ultimate
24


For more information about reporting limits, see the Reporting & Analytics section of the the billing plan comparison page.

Search limits

You can build customized search filters to help you organize everything from customers and companies, organize your filters into individual folders, and export current results. The limits by search area are:

Area
Limits
Exports50k rows of information
Filters
1000
Folders100

Notes: 

  • Only one export can run at a time.
  • Searches do not return results for conversation, message, and custom object data updated over two years ago. To search for this data, please use global search.

Exporting searches is only available to organizations on Enterprise or Ultimate plans.

For more information, see Use search to organize your work.

Shortcut limits

Shortcuts are pre-defined blocks of text used as canned responses. You can create up to 3000 shortcuts, see Use workspace shortcuts.

You can create up to 200 shortcut categories. For more information, see Add shortcut categories.

Skill limits

Skills are used to identify and route conversations to agents best qualified to help each customer. For more information, see Get started with skill routing

Agents can be assigned up to 10 skills, and a maximum of 3000 agents can be assigned to any one skill.

A conversation can have a maximum of 10 skills added. 

The table below shows the number of total skills that can be created for an organization. 

Plan
Organization-wide skill limit
Professional (legacy plan)-
Business (legacy plan)-
Enterprise100
Ultimate
300


Snippet category limits

You can use snippets to insert translated content into shortcuts, conversation replies, chat, and email templates. You can create up to 200 snippet categories. For more information, see Use snippets to send translated messages.

Team limits

You can create teams to group users together that match your organization's structure and unique responsibilities. You can have a maximum of 500 teams. For more information, see Create, manage, and use teams.

Twitter limits

You can connect your Twitter accounts to Kustomer to respond to direct messages, public mentions, and likes from directly within Kustomer. The plan limits are:

Plan
Limit (handles)
Professional (legacy plan)1
Business (legacy plan)5
Enterprise7
Ultimate
10


For more information, see Integrate with Twitter.

User limits

You can add different types of users to Kustomer, based on your business needs. Full-time users have full access to Kustomer. Your specific plan determines how many full-time annual seats you have for your organization. You can increase these seats from the Manage Subscription page.

Collaborators are internal users who don't need full access to Kustomer and mostly need access to consult on conversations and support agents. The plan limits for Collaborator seats are: 

Plan
Limit
Professional (legacy plan)-
Business (legacy plan)5 collaborators
Enterprise1 collaborator for every full-time user
Ultimate
Unlimited


For more information, see Add Collaborators.

Workflow limits

Workflows help you automate processes that eliminate tedious manual tasks and add custom business logic to take full advantage of the Kustomer platform. The plan limits for custom workflows are:

Plan
Limit (active workflows)
Professional (legacy plan)-
Business (legacy plan)25
Enterprise100
Ultimate
150


For more information about workflow limits, see the Workflow & Automation section of the billing plan comparison page.

Callable workflows

Enterprise and Ultimate plans have unlimited callable workflows. These workflows are limited to 1000 runs per 15 minutes across all callable workflows within an organization. Additional executions beyond the 1000 limit will continue to queue, but will not run until the 15-minute window has elapsed. We recommend tuning your conditions in the callable workflows to ensure it is scheduled only when needed.

For more information, see Scheduled Workflows (Time-based).