Chatbot and knowledge limits

What it is

Two of your plan's limits govern how much you can build, and they work at different levels:

• The chatbot cap is per account. It is the total number of chatbots you may have, counting paused ones.
• The knowledge cap is per chatbot. Each chatbot has its own storage allowance, so a content-heavy chatbot cannot eat the room another one needs.

Both raise the same way: move up a tier, or buy the matching add-on. Neither is enforced retroactively — going over the limit blocks new additions and never removes anything you already have.

Your current numbers are on Settings → Billing and on the pricing page, both read from the live catalogue.

When you would use it

When Create chatbot is refused. When an upload or a crawl is rejected on size. Or before a big content import, so you find out now rather than halfway through.

Where to find it

Dashboard → Settings → Billing shows the chatbot count against your cap, plus a knowledge meter. Owner-only.

Dashboard → Chatbots → your chatbot → Knowledge shows how much of that specific chatbot's allowance is used. This is the one that matters when an upload fails.

Steps

1. Open Dashboard → Settings → Billing and read the chatbot and knowledge meters.
2. Open Dashboard → Chatbots and count what you actually have. Paused chatbots still occupy a slot — this is the most common source of "the numbers do not add up".
3. If you need another chatbot, decide between the extra-chatbot add-on and a tier upgrade. If chatbots are the only thing you are short of, the add-on is usually cheaper — see Extra chatbots and extra knowledge.
4. For a knowledge problem, open the specific chatbot's Knowledge page and read its own meter. Being comfortable on one chatbot tells you nothing about another.
5. Remove content you are not using before you buy more room — see Remove knowledge. Removal is not instant; wait for the rows to disappear before re-checking.
6. If you genuinely need the space, buy an extra-knowledge pack or upgrade.
7. Retry the action that failed. Reload the page first — it read your limits when it opened.

How knowledge size is measured

Not by the size of the file on your disk. Agentency measures the text it extracts and stores, which is a very different number.

That produces two results people find counter-intuitive, both of them in your favour more often than not:

• A large scanned PDF can use very little of your allowance. Fifty megabytes of page images might extract to a few pages of text.
• A small spreadsheet or a densely written document can use a lot. There is no wasted space in plain text.

So "my 40 MB file was rejected but my 2 MB file used more allowance" is entirely possible and is not a bug. Judge by the meter on the chatbot's Knowledge page, never by the file sizes on your computer.

Scanned documents also have to be read before they can be measured at all — see OCR and scanned documents.

What hitting each cap looks like

Chatbot cap. Creating a chatbot is refused with a message that names the chatbot limit and suggests upgrading. It is a billing message, not a permissions message — which is how you tell it apart from a role problem. If the message says you do not have permission, that is your role, not your plan; see Roles and permissions.

Knowledge cap. The upload, paste, or crawl is refused and the failure names the knowledge limit. A crawl that hits the cap partway through keeps what it already ingested and stops — it does not roll back.

Neither failure deletes or damages anything. Both are refusals to add.

What is not covered by these two limits

Two more per-chatbot limits exist and are commonly confused with knowledge:

• Call actions, the things a chatbot can do — look something up, book something, hand off to a person.
• Instructions, the rules that shape how it behaves.

Both are capped per chatbot by your tier, and neither can be raised with an add-on. Buying extra knowledge does not buy more actions. If actions are what you are short of, the tier is the only lever. See What are Call actions and Instruction limits.

Team seats are also separate and also add-on-free — see Seats and billing for teams.

Limits and plan notes

Paused chatbots count. Pausing frees no capacity. If a chatbot is genuinely finished with, delete it — but read Delete a chatbot first, because deletion takes its knowledge, its conversations, and its public link with it.

A chatbot with several channels is still one chatbot. A hosted link, a website widget, and a messaging connection all belong to the same chatbot and consume one slot between them.

Extra knowledge behaves as a shared pool on top of the per-chatbot allowance, so you can concentrate it all on one content-heavy chatbot rather than spreading it evenly.

Removal is asynchronous. Deleting a large dataset frees its space over the following moments, not instantly.

Support can grant bonus chatbots or bonus storage. If your meters show more than your plan includes, that is why.

Common problems

Create chatbot says I do not have permission.

That is a role problem, not a limit. A cap refusal names the chatbot limit and offers an upgrade. Ask the owner about your permissions.

I deleted knowledge and the meter barely moved.

Removal runs in the background. Wait until the rows have actually gone from the Knowledge list, then refresh both that page and Billing.

My upload was rejected and I am well under my account total.

Knowledge is capped per chatbot, not per account. Open the specific chatbot's Knowledge page and read its own meter.

I bought an extra chatbot and creation still fails.

Reload Billing and confirm the cap actually rose. Check you are signed in as the owner. If you recently deleted a chatbot, its slot can be held briefly while the deletion finishes.

Can I move knowledge from one chatbot to another to balance the load?

Not directly. Re-add the content to the target chatbot and remove it from the source. See Collections and ownership for how knowledge is organised.

My crawl stopped halfway through.

It may have reached the knowledge cap. Check the crawl's status and the chatbot's meter — see Crawl status and history.