Limits

The sizes, counts and rates you can hit in Soosh, and whether Soosh or Meta sets each one.

Owners and adminsUpdated 15 Oct 2026

Each note says where a limit comes from. “Meta’s limit” is set by WhatsApp and the same for every business. “Soosh’s limit” is set by Soosh. “Set per workspace” means Soosh can change it for your workspace; contact support to raise it.

Workspace limits

These caps are set per workspace. The values here are what a workspace has when Soosh hasn’t set its own.

Limit	Value	Notes
Contacts	No limit	Set per workspace. At the limit you can’t add contacts by hand or by import. Customers who write in, campaign sends and store automations still create contacts, so a workspace can pass the limit. The API doesn’t: at the limit, creating a contact or sending to a new number is refused with `limit_reached`. Contacts (opens Soosh in a new tab) shows how many contacts you have used of the limit when one is set.
Contacts per import	50,000	Set per workspace. Larger lists need splitting into several files.
Campaign messages per month	No limit	Set per workspace. Counts campaign messages sent in a calendar month (UTC). A retried message counts again; a message that fails doesn’t. At the limit, running campaigns pause and keep their unsent customers until the 1st of next month. Campaigns (opens Soosh in a new tab) shows a line like “120 of 1,000 campaign messages this month” when a limit is set.
WhatsApp numbers	1	Set per workspace. At the limit you can’t connect another number.
Members	No limit	Set per workspace. Counts everyone in the workspace, active or not. At the limit nobody new can join; removing a member frees a place.
API keys	5	Set per workspace, at most 50. Revoked keys don’t count. At the limit you can’t create another key.
API requests per minute	600	Set per workspace, at most 60,000. Counts every request from all of the workspace’s API keys together. A workspace with no limit set is held at 60,000. See Rate limits.
API messages per second	20	Set per workspace, at most 500. Counts messages sent with `POST /v1/messages`; campaigns don’t count. A workspace with no limit set is held at 500.
Webhook endpoints	3	Set per workspace, at most 20. At the limit you can’t add another webhook.

Contact and tag limits

Limit	Value	Notes
Import file size	20 MB	Soosh’s limit. Excel (.xlsx), CSV or contacts (.vcf) file.
Tag name	50 characters	Soosh’s limit.
Tags per contact in an import	50	Soosh’s limit. Extra tags in a row are ignored.
Phone number length	8 to 15 digits	Including the country code, which can’t start with 0. Imports and uploaded campaign lists report numbers that don’t fit.

File and media sizes

Limit	Value	Notes
Image sent in a chat	5 MB	Meta’s limit. Soosh shrinks large photos before it checks the size.
Other file sent in a chat	14.5 MB	Soosh’s limit, for video, audio and documents. The app’s message says “15 MB”.
Saved reply attachment: image	5 MB	Meta’s limit. JPG or PNG.
Saved reply attachment: video	16 MB	Meta’s limit. MP4 or 3GP.
Saved reply attachment: document	25 MB	Soosh’s limit. PDF, Word, Excel, PowerPoint or text. Meta allows 100 MB.
Template header: image	5 MB	Meta’s limit. JPEG or PNG. Also applies to carousel card images.
Template header: video	16 MB	Meta’s limit. MP4. Also applies to carousel card videos.
Template header: document	100 MB	Meta’s limit. PDF.
File uploaded for a campaign	16 MB	Soosh’s limit.
Image in a WhatsApp form	300 KB	Meta’s limit. JPEG or PNG.
Audio for calls	5 MB	Soosh’s limit. Applies to greetings, waiting music, ringtones and call menu audio.
Business profile picture	5 MB	Soosh’s limit. The app recommends a square JPG or PNG.

Template limits

Limit	Value	Notes
Header text	60 characters	Meta’s limit.
Body	1,024 characters	Meta’s limit.
Body of a limited-time offer	600 characters	Meta’s limit.
Body of a carousel card	160 characters	Meta’s limit.
Footer	60 characters	Meta’s limit. Limited-time offer templates can’t have one.
Button text	25 characters	Meta’s limit.
Limited-time offer text	16 characters	Meta’s limit.
Copy code example	20 characters	Meta’s limit. 15 characters in a limited-time offer.
Buttons per template	10	Meta’s limit. Also at most 10 quick reply, 2 URL, and 1 each of phone number, copy code, call, form and catalog buttons.
Carousel cards	2 to 10	Meta’s limit. Each card has at most 2 buttons.
Edits to an approved template	10 in 30 days, 1 every 24 hours	Meta’s limit. Each edit goes back to Meta for review, which can take up to 24 hours. Name, language and category can’t change.
Message validity: authentication	30 seconds to 15 minutes, or 30 days	Meta’s limit. Default 10 minutes.
Message validity: utility	1 minute to 12 hours, or 30 days	Meta’s limit. Default 30 days.

Bot and AI limits

Limit	Value	Notes
Content of one knowledge base source	16,000 characters	Soosh’s limit. Longer content isn’t saved.
System prompt	8,000 characters	Soosh’s limit. In Settings > Bot settings (opens Soosh in a new tab).
Buttons on a reply	10	Meta’s limit. 1 to 3 show as buttons, 4 to 10 as a list. Applies to keyword replies, bot flows and saved replies.
Button text on a reply	20 characters	Meta’s limit.
Keyword reply priority	1 to 100	Soosh’s limit. Higher priority is checked first.

AI rate limits

These are the default limits. Soosh can change them. Counts are per hour, except the workspace limit, which is per minute.

Feature	Limit	Notes
Bot replies	60 per contact per hour	Soosh’s limit.
Reply suggestions	120 per member per hour	Soosh’s limit.
Rewrite	120 per member per hour	Soosh’s limit.
Translation	300 per member per hour	Soosh’s limit.
All AI features together	600 per workspace per minute	Soosh’s limit.

Customer memory and transfer summaries have no per-contact or per-member limit. They count toward the workspace limit.

Campaign limits

Limit	Value	Notes
Late start of a scheduled campaign	6 hours	Soosh’s limit. If a campaign can’t start within 6 hours of its time, it’s marked missed instead of sent.
Campaigns compared at once	2 to 6	Soosh’s limit.
Campaign messages per month	See Workspace limits	Set per workspace.

Calling limits

Limit	Value	Notes
Connected calls to one customer	5 per day	Meta’s limit. The call button shows how many calls are left today.
Permission requests to one customer	1 per day and 2 per week	Meta’s limit.
Unanswered calls to one customer	2 in a row, then 4	Meta’s limit. After 2 in a row WhatsApp asks the customer for permission again. After 4 it removes the permission.
Ring agents for	15 to 600 seconds	Soosh’s limit. In Settings > Call settings (opens Soosh in a new tab).
Repeat the waiting message every	0 (never), or 20 to 600 seconds	Soosh’s limit.
Longest message (voicemail)	10 to 180 seconds	Soosh’s limit.
Follow-up and after-hours messages	1,000 characters	Soosh’s limit.

Imported WhatsApp Business app history

These limits apply when you connect a number you use in the WhatsApp Business app.

Limit	Value	Notes
Chat history	Last 180 days	Meta’s limit.
Photos and files	Last 14 days	Meta’s limit. Older ones show as [Media].
Time to start the import	24 hours after connecting	Meta’s limit. After that, the number has to be connected again.

Wallet and webhooks

Limit	Value	Notes
Top-up amount	5 to 10,000	Soosh’s limit, in your wallet’s currency. The top-up screen shows the range that applies to you.
Webhook delivery attempts	11, over about 52 hours	Soosh’s limit. Soosh waits longer between tries, from 30 seconds to 24 hours. Any reply other than 2xx within 10 seconds counts as a failure. See Webhook delivery.
Webhook delivery history	3 days delivered, 30 days failed	Soosh’s limit. The Deliveries list on a webhook’s page shows each delivery for that long, then Soosh removes it.
Webhook test events	10 a minute	Soosh’s limit, for each workspace.
Webhook requests at once	16 to one endpoint, 32 for a workspace	Soosh’s limit. A request your server takes more than 5 seconds to answer counts as two towards the workspace’s 32.