Limits and security

Your Client ID is public — and that is fine

The key in your script tag (kb_live_…) is meant to be visible, exactly like a Google Analytics id. Anyone viewing your page source can read it. All it can do is ask your bot questions.

Keeping your bot on your own sites

Add your domains under Install → Restrict to your domains. Once the list is not empty, browsers on other sites are refused.

• Subdomains of a listed domain are included: adding example.com also allows shop.example.com.
• Your bot link and QR code always keep working — they run on our page.
• Local development (localhost) is always allowed so you can test.

This stops your bot being embedded on someone else's website. It is not, and cannot be, a defence against scripted requests — browsers enforce it, scripts can claim anything. That is what the monthly cap below is for.

Monthly answer cap

Every plan has a number of answers a month. When you reach it the assistant stops answering until the month rolls over, rather than running up a bill you did not agree to.

An answer counts when our AI produced a reply — including when it read the question and concluded it could not answer. It does not count when:

• your saved answer replied directly, or
• the assistant refused before reaching the AI.

Because saved answers are free, a bot that has reached its cap keeps answering everything its owner wrote by hand — it degrades to your own FAQ rather than going silent.

You can see usage against your cap on the dashboard overview. Write to us if you need it raised.

The daily ceiling

There is also a ceiling on answers per day: a fifth of your monthly allowance, and never fewer than 50. A bot that hits it stops using the AI until the next day (UTC) and visitors see "This bot has answered an unusually high number of questions today and is resting until tomorrow." Saved answers keep working, exactly as with the monthly cap.

It exists because a script that finds your public Client ID could otherwise burn your whole month in one night. A real business sustaining a fifth of its month every day would run out in five days anyway, so the ceiling is not what limits honest use — it bounds what a stranger can burn before you notice. If you genuinely have that much traffic, ask us for a higher cap; the ceiling rises with it.

Rate limits

Visitors can ask up to 60 questions a minute from one internet address. A real conversation never comes close; a script hammering your bot does.

The limit is deliberately generous because mobile networks put many people behind a single address — your customers should never be told "too many requests" because of someone else's traffic. Your monthly answer cap, which counts per business rather than per address, is what actually protects you from a surprise bill.

Files from visitors

The type is checked against the file's own bytes, not its name, so an SVG or a program renamed to .png is refused. Files are stored with the conversation and deleted with it. They never count against your answer cap — the daily ceiling above is what bounds them — and you can switch files off entirely under Install.

Summaries

Chat and daily summaries have their own allowance of 40 a day per bot, counted only when a new summary is written. Reading one again, or downloading the PDF of one that exists, is free. A chat needs at least two messages before it can be summarised. Summaries do not count against your answers.

Welcome flow

Answers to a welcome flow are accepted at up to 30 a minute from one address, and a flow has at most 12 steps.

Knowledge file limits

Documents you upload as knowledge on Train: