This page is about the platform’s behaviour rather than any feature. Where we are more permissive than you would expect, that is said plainly, because finding out later costs money.
The rule that explains the rest
Limits apply to calls Octo places. They do not apply to calls it receives.
Voice-minute caps and concurrency caps are resolved and enforced when a campaign dials out. Nothing on the inbound path consults them.
That is right for reception, and worth being explicit about in both directions.
In your favour. A receptionist never stops answering because a limit was reached. If you are buying “never miss a call”, a cap that could silence your main line during a busy week would be a defect, not a safeguard.
Against you. Inbound volume is not bounded by those caps. If your number gets hammered — a viral post, a wrong number printed somewhere, or something worse — the calls are answered and the minutes are spent. A do-not-call list does not stop somebody dialling you, either: that list governs who we call.
Where the caps you do have live
Settings → Voice holds the Daily voice-minute budget. Two things to read there rather than assume:
- It shows Default: unlimited unless somebody set an override. If you have never touched it, there is no daily voice cap on this workspace.
- When one is set, the page shows Used today, how much is left, and when it resets. Hitting it produces “Daily budget spent — new calls are paused until …”.
Settings → LLM holds the Monthly budget, with alerts as you approach it. This one governs model spend across everything, not calls specifically.
Both are workspace-level, and both are worth setting before a campaign rather than after.
There is no inbound spend cap
If inbound spend is a concern, the control is at the number rather than in settings: stop routing it, or unbind the agent so unbound calls are rejected.
There is no inbound ceiling to raise or lower today. That is a real gap rather than a design position, and it is stated here rather than left to be discovered.
Inbound calls do not consume campaign slots
Concurrency slots are acquired by outbound campaigns. An inbound call, a single test call, and a callback placed by hand are all outside that accounting.
Mostly good news, with one consequence worth planning around: your concurrency ceiling describes campaign throughput, not total line usage. A busy inbound day and a large campaign do not queue behind each other — they add up. Size for the sum.
The ceilings themselves, and the rules about changing them, are on the limits that bind on a campaign.
Per-number limits apply to sending, not answering
Every outbound call and message is throttled per sending number. Receiving is not throttled that way — the same rule as everything else on this page, stated once more because it is the one people assume works both ways.
What we have not tested
The behaviour when a transfer to a human fails because nobody is available is not tested, and we are not going to describe it here. When we have tested it, this section will say what happens.