Limit Control is a security control that manages the interaction between a customer and an Agentic conversation. It lets administrators set two types of limits:

• Limit Contact Messages (Max Limit Count): the maximum number of customer messages (turns) allowed in a session, which helps prevent infinite conversation loops.
• Limit Message Length: the maximum number of characters allowed in each customer message.

When a limit is reached, the AI Agent takes the action you choose. For some actions, it can also send the customer a message explaining what happens next.

• Configuring Limit Control
• Save and publish
• System variable: Turn Count
• Best practices
• Important notes

Configuring Limit Control

1. Access the agent configuration.

Navigate to the agent configuration.

Figure 1. Open Orchestrator Configuration from the agent canvas.

2. Navigate to Limit Control.

In Orchestrator Configuration, go to the Safety & Control section and locate Limit Control.

Figure 2. Safety & Control section, with Limit Control highlighted.

3. Enable Limit Control.

Enable the Enable Limit Control toggle.

Figure 3. The Enable Limit Control toggle.

4. Configure Limit Contact Messages.

• Default: Applies the same configuration across all supported channels.
• Channel-specific: Configure a different setup for each channel by clicking Add Channel.

Figure 4. Use Default, or select Add channel to configure a specific channel.

5. Configure Limit Message Length.

Use Limit Message Length to restrict how long each customer message can be. When enabled, inputs that exceed the limit are handled before they reach the AI Agent.

Enable Limit Message Length

In the Safety & Control section, enable the Limit Message Length toggle. Then choose how the configuration is applied:

Figure 5. Limit message length: maximum characters per message and action when the limit is reached.

Configure the Maximum Characters per Message

In the Maximum characters per message field, enter the maximum number of characters allowed in a single customer message.

Configure the action when the limit is reached

Use the When limit is reached field to choose what happens when a message exceeds the limit:

• Trim and continue: The message is cut to the maximum length before reaching the AI Agent, and the conversation continues with the trimmed message.
• Block and error: The message is blocked, and an error is sent to the customer asking them to shorten their input.
• Escalate: The conversation is transferred to a live agent. You can add a message that is sent to the customer when the conversation is escalated (see below).
• End conversation: The conversation is ended. You can add a message that is sent to the customer when the conversation is finished (see below).

Configure the Maximum Contact Messages

In the Max contact messages field, define the maximum number of messages the contact can send during the conversation.

Figure 6. Limit contact messages: maximum messages and action when the limit is reached.

Configure the action when the limit is reached

Use the When limit is reached field to choose what happens once the message limit is reached:

• Escalate: The conversation is transferred to a live agent for further assistance.
• End conversation: The conversation ends automatically.

Configure the Customer Notification

Configure the message the customer receives when the limit is reached. You configure one message, which is sent whether the action is Escalate or End session.

In the Language section, add one phrase for each language you select. By default, Agentic uses the application's default language. You can also:

• Select a different language.
• Add additional languages.
• Customize the message independently for each language.

Figure 7. Select Add language to write the message in each language.

Example: “You've reached the maximum number of messages allowed for this conversation. I'll transfer you to a human agent.”

Configure the Escalation Message

When you select Escalate, you can create one phrase for each language you add. Each phrase can have up to 100 characters.

Example: “Your message is too long for me to process. I'm transferring you to a live agent.”

Figure 8. Messages configured for each limit (up to 100 characters each).

Save and publish

After completing the configuration:

1. Click Save.
2. Publish your Agentic application.

The Limit Control configuration becomes active immediately after publishing.

System Variable: Turn Count

As part of this feature, a system variable named Turn Count is automatically maintained throughout the conversation. Its value is incremented every time a new customer message is received.

Turn Count is not part of Limit Control. You can find it in the Variables field and use it inside your Agentic flows to build more dynamic conversation experiences. For example, with a limit of 20 messages, you can use Turn Count at turn 15 to send extra guidance to the customer or suggest a transfer to a human agent before the limit is reached.

Use Cases

The Turn Count variable can be used to:

• Send a reminder after the customer reaches a specific number of messages.
• Send extra guidance as the limit approaches.
• Suggest a transfer to a human agent before the maximum limit is reached.
• Trigger additional verification steps after multiple customer interactions.
• Change the conversation flow based on the current number of customer messages.

Figure 9. Turn Count in the System tab of the Variables panel.

Best Practices

• Set message limits according to the complexity of your use case.
• Use lower limits for simple FAQ or self-service experiences, and higher limits for authentication or complex journeys.
• Keep the maximum message length high enough for your use case. Very low values may cut important information.
• Use Trim and continue when long messages are still useful. Use Block and error when you want customers to resend a shorter message.
• Use Channel-specific settings when channels have different needs, for example, shorter messages on a digital chat than on voice.
• Write limit messages that clearly explain what happens next.
• Use Turn Count to act a few turns before the maximum, so the customer has time to react.

Important Notes

• Only customer messages count toward Limit Contact Messages. AI responses are not counted.
• Limit Contact Messages supports 1 to 50 messages. The default is 20.
• Limit Message Length supports 100 to 3000 characters. The default is 500.
• Both limits can be applied as Default (all channels) or Channel-specific.
• If both limits are enabled, Limit Contact Messages takes priority over Limit Message Length.
• Disabling Limit Contact Messages removes the message limit entirely.