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The spend cap is a hard monthly limit on what you pay beyond your plan’s included usage. The plan fee and the included usage never count against it. When usage past your plan reaches the cap, the agent stops answering billable conversations until you raise the cap or the month rolls over. It exists so a misconfigured agent, or a bot flooding your widget, cannot run up a bill you did not agree to.

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The default is $50

Every workspace starts with a 50cap.Thatisapilotnumber,notaproductionone.Leavingitat50 cap. That is a pilot number, not a production one. Leaving it at 50 is the most common way a busy first month pauses the agent. Set it to the overage your finance team would approve without a second conversation. Then check it against a real month’s spend. If you go past your allowance most months, look at the next plan up before raising the cap again. Its larger allowance often costs less than the overage. See billing.

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How the limit works on each plan

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Change the cap

Only the owner can change it.
1

Open Billing

On the Beyond your plan card, select Update limit. On the dashboard, you can also select the dollar amount on the same card.
2

Enter the new limit

Anything from 10to10 to 10,000 a month.
3

Save

The new limit applies straight away. If the agent had stopped, it answers again as soon as the new limit is above what you have already spent.
Every change is recorded in Settings → Activity.

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Warnings before you hit it

WireDesk notifies the owner, by email unless you change it, at most twice a month:
  • 80% of your monthly limit — sent once a month, while there is still time to raise it.
  • Monthly limit reached — when conversations pause.
On Free without a card, the same two notices count against the Free allowance instead. You can send them by text as well, or switch them off, in notifications.

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What happens at the limit

Nothing is lost. Incoming messages are still stored, and you can read them in Conversations. The agent just does not answer them. Billing and the dashboard both show that the agent has stopped. Replies your team writes from the dashboard are not affected, because they are not billed.

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How usage is counted

Each billable unit is recorded as a usage event of one of three types: A few details:
  • An email reply is counted when the agent writes it, not when it is delivered.
  • A phone call is counted when it ends, rounded up to the next whole minute.
  • A browser voice test of your agent charges its first minute when it starts. After that, each further started minute is charged while the page stays connected. A test runs for up to 15 minutes, then ends with “That’s the longest a session can run. Start another to keep going.” Only the owner and admins can start one.
  • The demo agent at /talk is not charged to your workspace. Each account gets 10 minutes of it a day, up to 5 minutes per session.
  • Not counted: teammates, agents, knowledge sources, and replies your team writes themselves.
The month-to-date figures on Billing add up these events. Use that page when you want the exact numbers.