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This page carries every limit in Brilo, so it is the one to check rather than a figure quoted somewhere else. Most limits come from your plan. The one that catches people out is call minutes: when your included minutes run out, your agent stops taking calls unless extra usage is switched on, and extra usage is off by default.

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Calls at the same time

Your agent can hold more than one conversation at once, and this table lists how many by plan. This is the limit that affects callers, so it matters most if you get bursts of calls. One phone number does not limit this. A single number can take all of these calls at once, so you do not need extra numbers to handle a busy period.

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Call minutes and emails

These are monthly allowances. What happens when one runs out depends on whether extra usage is switched on for your workspace: with it on, the extra is charged at the rate listed and everything carries on. With it off, which is the default, calls and emails are refused until your next billing period or until you switch it on. Minutes are counted per call and rounded up to the next whole minute, with calls of 10 seconds or less counting as zero. See What counts towards my usage for how a call becomes minutes.

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Agents and phone numbers

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What happens when you reach a limit

  • Your call minutes run out. Your agent stops taking calls, both incoming and outgoing, unless extra usage is switched on. A call already in progress is not cut off. With extra usage on, calls carry on and the extra minutes are charged at your plan’s rate.
  • Your calls at once limit is reached. The next caller does not reach your agent. Plan for bursts if you run promotions or have a seasonal rush.
  • Your agent limit is reached. You cannot create another agent until you delete one or move up a plan.
  • Your email allowance runs out. Your agent stops sending email unless extra usage is switched on. With it on, extra emails are charged at a cent each.
  • A campaign hits either limit. The campaign is paused rather than failed, so switching on extra usage or moving up a plan lets it carry on from where it stopped.

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Raising a limit

Moving up a plan raises your minutes, your emails, and your agent count immediately. Switching on extra usage instead keeps your plan and charges for what you use beyond it. Calls at once is 15 on every paid self serve plan, so raising that means a Custom plan. Contact support@brilo.ai with the volume you expect, and the times of day it arrives, because a burst of 40 calls in one minute is a different problem from 400 calls spread across a day.

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FAQ

Two on the Free plan and 15 on every paid self serve plan. Custom plans are agreed individually. This is per workspace rather than per number, so one phone number can carry all 15 conversations at once.
Callers beyond your limit do not reach your agent. Your agent finishes the calls it is already on, and capacity frees up as each one ends. If you regularly hit 15 at once, talk to us about a Custom plan rather than buying more numbers, because numbers are not what limits this.
It depends on one setting. With extra usage switched on, your agent keeps working and the extra minutes are charged at your plan’s rate, from 0.18eachonStarterdownto0.18 each on Starter down to 0.12 on Custom. With it off, which is the default, your agent stops taking calls until your next billing period.
You have almost certainly used all your included call minutes with extra usage switched off, so calls are being refused. Switch extra usage on, or move up a plan. This is the most common cause of an agent that worked all month and stopped without any change from you.
Your plan does not cap the length of a single call, and your included minutes are a monthly allowance rather than a per call one. A very long call uses more of that allowance. You can set your own cap per agent. See Limit how long a call runs.
You have most likely reached your plan’s agent limit, which is one on Free and three on Starter. Delete an agent you no longer use, or move to Pro for unlimited agents. See Plans and what they include.
No. One number can take every call your plan allows at the same time. Buy extra numbers when you want separate numbers for different departments, locations, or campaigns, not to add capacity.