# General platform limits for seat-based plans > This article outlines the standard limits that apply to all non-sandbox organization instances. Source: https://help.kustomer.com/en_us/general-platform-limits-SkaxdnHLu Last updated: 2025-10-13T17:10:24.923Z 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_Limit) * [Audit log storage limits](#AuditLog_Limit) * [Brand limits](#brand) * [Business rules limits](#business-rule-limit) * [Business schedule limits](#business-schedule-limit) * [Conversation sub-status limits](#sub-status-limit) * [Conversation tag limits](#tags) * [Customer merge limits](#merge-limit) * [Email limits (default provider)](#email-limit) * [Email template limits](#template-limit) * [Facebook limits](#facebook-limit) * [Instagram limits](#instagram-limit) * [Language limits](#language-limit) * [KIQ conversation classification limits](#kiq-limit) * [Knowledge base article limits](#article-limit) * [Outbound webhook limits](#outbound-limit) * [Permission set limits](#permission-set-limit) * [Platform Klass limits](#klass-limit) * [Platform storage limits](#storage-limit) * [Queue limits](#queue-limit) * [Queue rule limits](#queue-rule-limit) * [Reporting limits](#reporting-limit) * [Search limits](#search-limit) * [Shortcut category limits](#shortcut-limit) * [Skill limits](#skill-limit) * [Snippet category limits](#snippet-limit) * [Team limits](#team-limit) * [Timeline limits](#timeline) * [User limits](#user-limit) * [Workflow limits](#workflow-limit) ### 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 Enterprise 1000 Ultimate 2000 For additional details on API rate limits across our platform such as hook limits and object rate limits, see [API rate limits](https://help.kustomer.com/api-rate-limits-Sk2xoQgYX). ### 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](https://help.kustomer.com/audit-log-storage-limits-ByGmsAcWd). ### 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 Enterprise 25 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 Enterprise 100 Ultimate 200 For more information, see [Understand business rules](https://help.kustomer.com/business-rules-BJ9ru6qFm). ### 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](https://help.kustomer.com/business-schedules-SJj3ZxD1E). ### 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](https://help.kustomer.com/conversation-sub-statuses-SJPuFIGPI). ### Conversation tag limits Use tags to help identify your conversations more quickly. We do not support tags in excess of 3000. For more information, see [Create custom conversation tags](https://help.kustomer.com/conversations-tags-H1c4iVrIb). ### 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](https://help.kustomer.com/merge-customers-SksSuFLaZ). ### 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** Outbound TextBody 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](https://help.kustomer.com/receive-email-in-kustomer-rJWnIhva). ### 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](https://help.kustomer.com/customize-email-templates-r1DrjNITb). ### 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 Enterprise 25 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 Enterprise 25 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 Enterprise 20 Ultimate Unlimited For more information on how to turn on additional languages, see [Customize localization settings](https://help.kustomer.com/localization-settings-rJm0Mtpx7). ### 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](https://help.kustomer.com/conversation-classification-H1vqCj7v8). ### 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](https://help.kustomer.com/knowledge-base-articles-r1lSia9SS). **Feature** **Professional** **(legacy)** **Business (legacy)** **Enterprise** **Ultimate** [Internal knowledge base](https://help.kustomer.com/en_us/internal-knowledge-base-SJZC2rQCG) No Yes Yes Yes [External knowledge base](https://help.kustomer.com/en_us/configuring-knowledge-base-HJcpdeZx8) No Yes Yes Yes [Multilingual](https://help.kustomer.com/multilingual-knowledge-base-BJJPSoKcM) No Yes Yes Yes [Portal](https://help.kustomer.com/portal-BJJ4Rc4TK) No No Yes Yes ### Outbound webhook limits Outbound webhooks are used to send events from Kustomer to other systems. Plan limits are: **Plan** **Limit** Professional (legacy plan) \- Business (legacy plan) \- Enterprise 2 Ultimate 5 For more information, see [Outbound webhooks](https://help.kustomer.com/outbound-webhooks-rkUQvela8). ### 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) \- Enterprise 10 Ultimate 20 For more information, see [Understand permission sets](https://help.kustomer.com/understanding-permission-sets-SkEWJiLpH). ### 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 custom attributes in Kustomer](https://help.kustomer.com/define-attributes-Skr924HI). ### Platform storage limits The Kustomer platform has storage limits that 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](https://help.kustomer.com/platform-storage-limits-pricing-rkqoG3Hlq). ### 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** Enterprise 3 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](https://www.kustomer.com/pricing/compare-plans/). ### 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](https://help.kustomer.com/queue-rules-HyLuJ1KHX). ### 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 Enterprise 24 Ultimate 24 For more information about reporting limits, see the Reporting & Analytics section of the the [billing plan comparison page](https://www.kustomer.com/pricing/compare-plans/). ### 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** Exports 50k rows of information Filters 1000 Folders 100 **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](https://help.kustomer.com/global-search-in-kustomer-B1cLV7nPK). Exporting searches is only available to organizations on Enterprise or Ultimate plans. For more information, see [Use search to organize your work](https://help.kustomer.com/using-search-to-organize-customers5-ByRvj4B8). ### Shortcut limits Shortcuts are pre-defined blocks of text used as canned responses. You can create up to **3000** shortcuts, see [Use workspace shortcuts](https://help.kustomer.com/use-shortcuts-BymTcNSU). You can create up to **200** shortcut categories. For more information, see [Add shortcut categories](https://help.kustomer.com/use-shortcuts-BymTcNSU#add-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](https://help.kustomer.com/get-started-skill-routing-rke4A98hi).  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) \- Enterprise 100 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](https://help.kustomer.com/use-snippets-ryotv5VDP). ### 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](https://help.kustomer.com/create-manage-and-use-teams-H1dWoVHLZ). ### Timeline limits The [timeline](https://help.kustomer.com/customer-timeline-SyRfAErUW) is where agents interact with your customers, responding to messages and collaborating with other team members to resolve customer issues. The following limits apply to objects viewed in the timeline, regardless of plan. Object type Limit Conversations 10,000 Messages 200 Notes 200 Events 100 Comments 200 Sessions 59 Merge threshold 1,000 total ### 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 the number of full-time annual seats available to your organization. You can [increase these seats](https://help.kustomer.com/manage-your-billing-S15aMDyGL#AddSeats) from the Manage Subscription page. Collaborators are internal users who don't require full access to Kustomer, but rather 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 Enterprise 1 collaborator for every full-time user Ultimate Unlimited For more information, see [Add Collaborators](https://help.kustomer.com/add-collaboration-users-r1diRNS8W). ### 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 Enterprise 100 Ultimate 150 For more information about workflow limits, refer to the Workflow & Automation section on the [billing plan comparison page](https://www.kustomer.com/pricing/compare-plans/). **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)](https://help.kustomer.com/scheduled-workflows-H1ydD61hZ).