# Limits

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

Source: https://docs.soosh.io/reference/limits/

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`](https://docs.soosh.io/reference/api/errors/#limit_reached). [**Contacts**](https://app.soosh.io/contacts) 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**](https://app.soosh.io/campaigns) 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](https://docs.soosh.io/reference/api/#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**](https://app.soosh.io/settings/bot). |
| 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](#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**](https://app.soosh.io/settings/calling). |
| **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](https://docs.soosh.io/reference/webhook-delivery/#retries). |
| 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. |

## Related

- [Messaging limits and number quality](https://docs.soosh.io/concepts/messaging-limits-and-number-quality/)
- [Template approval](https://docs.soosh.io/concepts/template-approval/)
- [Using a number in the app and Soosh at once](https://docs.soosh.io/concepts/coexistence/)
- [How AI answers are built](https://docs.soosh.io/concepts/how-ai-answers-are-built/)
- [Import contacts](https://docs.soosh.io/guides/contacts/import-contacts/)
- [Add an image, video or document to a template](https://docs.soosh.io/guides/templates/add-an-image-video-or-document/)
- [Add to the knowledge base](https://docs.soosh.io/guides/chatbot/add-to-the-knowledge-base/)
- [Set up a webhook](https://docs.soosh.io/guides/integrations/set-up-a-webhook/)
- [Handle errors and limits](https://docs.soosh.io/guides/api/errors-and-limits/)
- [Permissions](https://docs.soosh.io/reference/permissions/)
- [Campaign statuses](https://docs.soosh.io/reference/campaign-statuses/)
- [Template statuses](https://docs.soosh.io/reference/template-statuses/)