Limits & Quotas
This page documents the limits, quotas, and rate limits that apply to Scitor installations.
Plan limits
| Limit | Free | Pro | Enterprise |
|---|---|---|---|
| Inbound emails | Unlimited | Unlimited | Unlimited |
| Outbound emails/month | 100 | 500 | Unlimited |
| AI triage | ❌ | ✅ | ✅ |
| Knowledge base | ❌ | ✅ | ✅ |
| SLA tracking | ❌ | ✅ | ✅ |
| CSAT surveys | ❌ | ✅ | ✅ |
| Contact database | ❌ | ❌ | ✅ |
| Customer history | ❌ | ❌ | ✅ |
Info
Use /billing on any issue or discussion to check your current plan and usage.
Email limits
| Limit | Value |
|---|---|
| Maximum attachment size | 25 MB per file |
| Maximum attachments per email | 10 |
| Supported attachment types | All common file types |
| Email body size | No hard limit (GitHub Issue body limit applies) |
Tip
Use /generate-report to check your current outbound email usage for the month.
Rate limits
| Resource | Limit |
|---|---|
| Form submissions per IP | 10 per hour |
| Form submissions per email | 5 per hour |
| API webhooks | No rate limit (queue-based processing) |
| GitHub API | 5,000 requests/hour per installation (GitHub’s limit) |
Warning
Form submission rate limits cannot be increased. If your use case requires higher throughput, consider using the email inbound channel instead.
Chatbot limits
The AI chatbot (Enterprise) has its own limits. They protect both the visitor experience and the cost of running the assistant. Whenever any limit is reached, the widget degrades to the contact form — the chat bubble opens the escalation form instead of answering, so visitors can always still reach you.
| Limit | Value | When reached |
|---|---|---|
| Visitor messages per IP | 20 per hour | Falls back to the contact form |
| Messages per conversation | 12 per conversation | Bot stops answering and offers the contact form |
| Daily messages per site | 100 per day | Falls back to the contact form for the rest of the day |
| Monthly conversations per site | Included monthly allotment | Falls back to the contact form for the rest of the month |
In addition:
- Answer length is capped — chatbot answers are intentionally short.
- Relevance gate — if your knowledge base contains nothing relevant to a question, the bot returns its “no answer” response and offers escalation without generating a reply.
Info
The per-conversation, daily, and monthly limits are tuned for typical Enterprise usage. If you expect unusually high chatbot traffic, contact us so we can review your configuration.
SLA limits
| Parameter | Value |
|---|---|
| Priority levels | 4 (urgent, high, medium, low) |
| Business hours | Configurable per installation |
| Minimum check interval | 5 minutes (cron-based) |
SLA timers respect business hours and pause automatically when the waiting-on-customer label is applied.
Knowledge base limits
| Resource | Limit |
|---|---|
| Maximum docs folder size | 10 GB |
| Supported formats | Markdown only |
| Build trigger | Push to default branch |
| Custom domains | 1 per installation |
Info
Knowledge base is a Pro plan feature. Docs are built and deployed automatically when you push Markdown files to the configured docs folder on your default branch.
System limits
| Resource | Limit |
|---|---|
| Blocked senders | Unlimited per installation |
| Forms | Unlimited per installation |
| Repositories per installation | Unlimited |
| Webhook processing | Queue-based, 1 message at a time, 3 retries |
Warning
Webhook processing is sequential — messages are processed one at a time with up to 3 retries on failure. During high volume periods, there may be a short delay before your email appears as an issue.
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