1. What This Page Is
This is the single list of usage limits for Velaro plans. The Terms of Service, the Order Form Agreement, and every Order Form refer to this page. Trial accounts have lower limits where the table says so.
2. How Conversations Are Counted
- A conversation is counted once, when a visitor starts it. Admin test chats and demo data are not counted.
- A conversation ends when the visitor goes idle past the idle timeout set for the channel, when the bot or an agent resolves it, or when a bot-only conversation is inactive for 30 minutes by default. Tickets close automatically after 72 hours.
- A long thread counts as extra conversations: one extra conversation for each 50 visitor messages after the first 50, or for each 24 hours open after the first day, whichever is larger.
- Alerts pushed to Microsoft Teams and commands sent to the Velaro bot in Teams are not conversations and do not count against your allowance.
3. Limits Table
| Limit | Default | Trial |
|---|---|---|
| Visitor messages per bot-only conversation (web chat, SMS, WhatsApp, Apple Messages) | 50. At the limit the conversation closes, or is handed to an agent if the limit action is set to escalate. An optional warning can appear before the limit. | 10 |
| Conversation with a live human agent | Never cut off by these limits | Same |
| Long thread metering | 1 extra conversation per 50 visitor messages after the first 50, or per 24 hours after the first day, whichever is larger | Same |
| New conversations per visitor, per hour | 20 | 5 |
| New conversations per visitor, per day | 60 (3 times the hourly limit, minimum 60) | 15 |
| New conversations per IP address, per hour | 60 (3 times the visitor hourly limit, minimum 60) | 15 |
| New conversations per IP address, per day | 200 (3 times the visitor daily limit, minimum 200) | 50 |
| Open bot-only conversations at once | 3 per visitor and 10 per IP address, counted over the last 2 hours | 1 per visitor, 3 per IP address |
| Visitor message size | 4,000 characters. Longer messages are rejected on web chat and shortened on SMS, WhatsApp, and Apple Messages. | Same |
| Monthly conversations | Your plan allowance (see Section 3A). At 100% the affected feature is throttled or paused until the earlier of the next billing period reset or an approved upgrade. | Trial allowance |
| Monthly AI usage | 500,000 AI tokens on the base plan | Trial allowance |
| AI safeguard | At 150% of the monthly AI allowance, bot-only conversations stop making AI calls and ask the visitor to leave their details for follow-up. Conversations with a live agent are unaffected. | Same |
| Automatic ticket replies | 25 per ticket, then replies are saved as drafts for a person to review | Same |
| Ticket auto-close | 72 hours | Same |
Repeated abuse of a limit triggers an alert to the Velaro team. There is no way to bypass these limits.
3A. Limits by Plan
The allowances for each package, in addition to the limits in Section 3. They are generated from the same plan data file as the pricing page, and they match the numbers on your in-app Usage page.
How usage is counted
One conversation is one visitor thread. A long thread, including an all-day thread or one visitor working through many manuals, counts as extra conversations: one extra conversation for each 50 visitor messages after the first 50, or for each 24 hours open after the first day, whichever is larger (Section 2). The same rule protects every plan from automated scraping and denial-of-service traffic, because a thread that keeps running keeps being metered.
What keeps working at a cap
When a plan allowance is used up, only the metered feature pauses. When AI tokens run out, AI answers pause; live-agent chats, routing, handoff to agents, workflows, and tickets keep running. Nothing is charged past an allowance unless an account admin has opted in, and admins get notices at 80% and 90% of each allowance, as described in the Terms.
Solo
| Limit | Allowance |
|---|---|
| Monthly conversations | 500. At 100% the affected feature is throttled or paused until the earlier of the next billing period reset or an approved upgrade. |
| Agent seats included | 2 |
| AI tokens per month | 1,500,000 (3,000 per included conversation). When the allowance is used up, AI pauses; see "What keeps working at a cap" above. |
| API-key gateway calls per month | Not available on this plan. API-key gateway access starts on the Professional plan. |
| MCP calls per month | Not included on this plan. |
| Fair-use allowance | 500 workflow triggers/mo |
| Fair-use allowance | 500 webhook invocations/mo |
| Fair-use allowance | 1,000 HTTP-request workflow actions/mo |
| Fair-use allowance | 200 email campaign sends/mo |
| Fair-use allowance | 2,000 workflow evaluations/mo |
| Fair-use allowance | 100 MB blob upload/mo |
Growth
| Limit | Allowance |
|---|---|
| Monthly conversations | 750. At 100% the affected feature is throttled or paused until the earlier of the next billing period reset or an approved upgrade, including overage at $0.30 per conversation if you approve it. |
| Agent seats included | 3 |
| AI tokens per month | 2,250,000 (3,000 per included conversation). When the allowance is used up, AI pauses; see "What keeps working at a cap" above. |
| API-key gateway calls per month | Not available on this plan. API-key gateway access starts on the Professional plan. |
| MCP calls per month | Not included on this plan. |
| Fair-use allowance | 2,500 workflow triggers/mo |
| Fair-use allowance | 2,500 webhook invocations/mo |
| Fair-use allowance | 5,000 HTTP-request workflow actions/mo |
| Fair-use allowance | 2,500 email campaign sends/mo |
| Fair-use allowance | 10,000 workflow evaluations/mo |
| Fair-use allowance | 500 MB blob upload/mo |
Starter
| Limit | Allowance |
|---|---|
| Monthly conversations | 1,000. At 100% the affected feature is throttled or paused until the earlier of the next billing period reset or an approved upgrade, including overage at $0.45 per conversation if you approve it. |
| Agent seats included | 1 |
| AI tokens per month | 3,000,000 (3,000 per included conversation). When the allowance is used up, AI pauses; see "What keeps working at a cap" above. |
| API-key gateway calls per month | Not available on this plan. API-key gateway access starts on the Professional plan. |
| MCP calls per month | Not included on this plan. |
| Fair-use allowance | 5,000 workflow triggers/mo |
| Fair-use allowance | 5,000 webhook invocations/mo |
| Fair-use allowance | 10,000 HTTP-request workflow actions/mo |
| Fair-use allowance | 5,000 email campaign sends/mo |
| Fair-use allowance | 20,000 workflow evaluations/mo |
| Fair-use allowance | 1 GB blob upload/mo |
Professional
| Limit | Allowance |
|---|---|
| Monthly conversations | 5,000. At 100% the affected feature is throttled or paused until the earlier of the next billing period reset or an approved upgrade, including overage at $0.35 per conversation if you approve it. |
| Agent seats included | 3 |
| AI tokens per month | 15,000,000 (3,000 per included conversation). When the allowance is used up, AI pauses; see "What keeps working at a cap" above. |
| API-key gateway calls per month | 50,000. Calls over the limit are slowed with a Retry-After header. Calls above 10 times the limit are declined until the monthly reset or an upgrade. |
| MCP calls per month | 5,000. Calls over the limit are declined until the next monthly reset or an approved upgrade. |
| Daily conversation cap | None. The monthly pool plus the per-visitor and per-IP hourly limits in Section 3 apply. |
| Fair-use allowance | 100,000 workflow triggers/mo |
| Fair-use allowance | 100,000 webhook invocations/mo |
| Fair-use allowance | 200,000 HTTP-request workflow actions/mo |
| Fair-use allowance | 100,000 email campaign sends/mo |
| Fair-use allowance | 500,000 workflow evaluations/mo |
| Fair-use allowance | 50 GB blob upload/mo |
Business
| Limit | Allowance |
|---|---|
| Monthly conversations | 12,000. At 100% the affected feature is throttled or paused until the earlier of the next billing period reset or an approved upgrade, including overage at $0.25 per conversation if you approve it. |
| Agent seats included | 8 |
| AI tokens per month | 36,000,000 (3,000 per included conversation). When the allowance is used up, AI pauses; see "What keeps working at a cap" above. |
| API-key gateway calls per month | 250,000. Calls over the limit are slowed with a Retry-After header. Calls above 10 times the limit are declined until the monthly reset or an upgrade. |
| MCP calls per month | 25,000. Calls over the limit are declined until the next monthly reset or an approved upgrade. |
| Daily conversation cap | None. The monthly pool plus the per-visitor and per-IP hourly limits in Section 3 apply. |
| Fair-use allowance | 500,000 workflow triggers/mo |
| Fair-use allowance | 500,000 webhook invocations/mo |
| Fair-use allowance | 1,000,000 HTTP-request workflow actions/mo |
| Fair-use allowance | 500,000 email campaign sends/mo |
| Fair-use allowance | 2,000,000 workflow evaluations/mo |
| Fair-use allowance | 250 GB blob upload/mo |
Enterprise
| Limit | Allowance |
|---|---|
| Monthly conversations | 25,000. Volume above this is set in your Order Form. |
| Agent seats included | 15 |
| AI tokens per month | 100,000,000. When the allowance is used up, AI pauses; see "What keeps working at a cap" above. |
| API-key gateway calls per month | 1,000,000. Calls over the limit are slowed with a Retry-After header. Calls above 10 times the limit are declined until the monthly reset or an upgrade. |
| MCP calls per month | 250,000. Calls over the limit are declined until the next monthly reset or an approved upgrade. |
| Fair-use allowance | Custom workflow trigger volume |
| Fair-use allowance | Custom webhook invocation volume |
| Fair-use allowance | Custom HTTP-request action volume |
| Fair-use allowance | Custom email campaign send volume |
| Fair-use allowance | Custom workflow evaluation volume |
| Fair-use allowance | Custom blob upload allowance |
| Fair-use allowance | Hard safety ceilings still apply (raisable on request) |
4. Microsoft Teams Bot
| Limit | Default |
|---|---|
| Alerts posted to Teams, per account per day | 200, adjustable per account. At the limit Velaro posts one notice and pauses alerts until the next day (UTC). The limit applies to alerts sent through the bot and through Teams webhooks. |
| Alert types | New chat, missed chat, ticket created, ticket assigned, and daily digest. Each can be switched on or off per account. The daily digest is off by default. |
| Bot commands | Read-only commands such as queue, agents, and ticket. They show data for your own Velaro account only. |
| Conversation allowance | Teams alerts and bot commands are not conversations and do not count against your allowance. |
5. Overage
Per-conversation overage rates and pay-as-you-go rates are published on the pricing page. No overage is charged and no upgrade to a larger block or tier happens unless an authorized administrator on your account approves a specific rate or upgrade at a stated price. A signed Order Form may provide otherwise.
6. How These Limits Apply
These limits are the "Published Limits" referred to in the Terms of Service. Customer agrees to the Usage Limits published at velaro.com/usage-limits, as updated from time to time with notice under the Terms. A change to the Published Limits does not reduce your limits during a committed Term. If a signed Order Form states a different limit, the Order Form controls for that limit during its committed Term.
An automated, bot-to-bot, or runaway thread is bounded by the same message, rate, and concurrency limits as any other bot-only thread, and Velaro may throttle or close it.
7. Changes
Velaro may update this page and gives notice of a change as described in the Terms of Service. Questions: legal@velaro.com.