Skip to content

Contact Center AI - API Rate Limits

Contact Center AI enforces rate limits to restrict the number of API requests an account/application can make within a timeframe. It helps prevent a single user or service from consuming disproportionate resources that could degrade the service for others.

Requests are monitored against a sixty-second limit. As long as the limit is not exceeded, the account/application can continue making requests.

When the rate limit is exceeded, subsequent requests will fail with the following error message:

“You've exceeded the per-minute rate limit. Please wait for sometime before retrying.”

API Rate Limit Matrix

ENFORCEMENT LEVEL RATE LIMIT API LIST
account 60 per minute Analytics and Reporting APIs

Get Intent Real-Time Data, Historical Agent Status Summary, Agent Status Details API, Get All Conversations Data – Call Details, Get Conversations Details, List of Conversations, Get a specific Conversation, Queue Size.

Agent Creation APIs

Create an Agent, List All Agents, Get a Specific Agent, Update a Specific Agent, Delete a Specific Agent from a Particular Agent Group, Get the Agent ID Using the Custom ID, Check Agent Availability Status.

Skills APIs

Create a Skill, Get All Skills from a Skill Group, Get a Particular Skill, Update a Particular Skill, Delete a Skill from a Particular Skill Group.

Skill Group APIs

Create a Skill Group, Get All Skill Groups, Get a Skill Group, Update a Skill Group, Delete a Skill Group.

Agent Group APIs

Create an Agent Group, Get All Agent Groups, Get an Agent Group, Update an Agent Group, Delete an Agent Group.

Contacts Public APIs

Create a Contact by Giving Details, Create Bulk Contacts.

Import/Export Data APIs

Import/Save Data by Giving Details, Import/Save Data by Giving Details (v2), Export Data by Giving Details, Export Data by Giving Details (v2).

Transfer Conversation to a Specific Agent or Queue API

Transfer Conversation to a Specific Agent.

Queue Management APIs

Create a Queue, Get a List of Queues, Get a List of Agents or Queues, Get a Specific Queue, Update a Specific Queue, Delete a Queue.

WFM APIs

Agents API, Queues API, Agent Activity API, Contact Volume API.

Hours of Operation API

Hours of Operation API.

Voice Gateway (VG) APIs

Fetch Call Recording (v1), Fetch Call Recording (v2), Delete Call Recording, Fetch Voicemail Recording.

Campaign Management APIs

SMS Campaigns

Create SMS Campaign (Without Template), Create SMS Campaign (Using Template),Create SMS Campaign (Advanced Format), Get SMS Campaign by ID, Update SMS Campaign, Start SMS Campaign, Stop SMS Campaign, Delete SMS Campaign, Send Outbound SMS.

Voice Campaigns

Create Voice Campaign - Agentless Mode, Create Voice Campaign - Progressive Mode, Create Voice Campaign - Preview Mode, Update Voice Campaign, Get Voice Campaign by ID, Start voice Campaign, Stop Voice Campaign, Delete Voice Campaign.

Campaign Status

Get Campaign Status.

Campaign Details

Get All Campaigns.

Contact List Management

Get All Contact Details - Voice Campaigns, Create Contact List, Update Contact List, Get Contact List Details, Get All Contact List Details, Add Contacts to a Contact List, Delete Contact List Details

Best Practices

  • Spread out calls evenly to avoid traffic spikes.
  • Use filters to limit the data response size and avoid calls that request overlapping data.
  • When the limit has been reached, stop making API calls. Wait for the specific time period to pass. Alternatively, implement a backoff strategy where your application automatically reduces its request frequency and retries failed requests after a calculated delay.

Need a higher or custom rolling Rate Limit? Contact support.