The Max. limit count is a security control designed to manage and limit the number of user interactions (turns) allowed during an Agentic conversation.
By configuring the Max. limit count, administrators can define a maximum number of customer turns within a session, helping prevent infinite conversation loops.
- Step 1: Access the Agent Configuration
- Step 2: Navigate to Limit Control
- Step 3: Enable Limit Control
- Step 4: Configure Max Limit Count Parameters
- System Variable: Turn Count
- Best Practices
- Important Notes
Step 1: Access the Agent Configuration
Navigate to the agent configuration.
Step 2: Navigate to Limit Control
Locate the Limit Control configuration option.
Step 3: Enable Limit Control
Enable the Enable Limit Control toggle.
Step 4: Configure Max Limit Count Parameters
Enable Max Limit Count
Navigate to your Agentic configuration and enable the Max Limit Count feature.
Once enabled, you can choose how the configuration will be applied:
- Default: Applies the same configuration across all supported channels.
- Channel-specific: Configure different limits for Voice and Digital channels by clicking Add Channel.
Configure the Maximum Customer Messages
In the Max Customer Messages field, define the maximum number of customer turns allowed during the conversation.
Important:
- Only customer messages are counted.
- AI responses do not contribute to the limit.
- The default value is 20.
- Supported values range from 1 to 50 messages.
- If the feature is disabled, there is no maximum limit, allowing conversations to continue without restrictions.
Configure the Action When the Limit Is Reached
Use the When Limit Is Reached field to determine what should happen once the configured message limit has been reached.
Available options include:
- End Automation: The conversation ends automatically.
- Escalate to Human Agent: The conversation is transferred to a live agent for further assistance.
Choose the option that best fits your business requirements and customer experience.
Configure the Customer Notification
In the Language section, configure the message that customers will receive when the maximum message limit is reached.
By default, Agentic uses the application's default language. However, you can:
- Select a different language.
- Add additional language variations.
- Customize the message independently for each supported language.
In the Message field, enter the notification that will be sent to the customer once the configured limit has been reached.
Example:
"You've reached the maximum number of messages allowed for this conversation. Please contact a live agent if you need additional assistance."
Save and Publish
After completing the configuration:
- Click Save.
- Publish your Agentic application.
The Max Limit Count configuration will become active immediately after publishing.
System Variable: Turn Count
As part of this feature, a new system variable named Turn Count is automatically maintained throughout the conversation.
The value is incremented every time a new customer message is received.
You can use Turn Count inside your Agentic flows to build more dynamic conversation experiences.
Use Cases
The Turn Count variable can be used to:
- Send a reminder after the customer reaches a specific number of messages.
- Trigger additional verification steps after multiple customer interactions.
- Change the conversation flow based on the current number of customer messages.
- Display different behaviors as the conversation progresses.
- Escalate to a human agent before the maximum limit is reached.
Best Practices
- Set message limits according to the complexity of your use case.
- Use lower limits for simple FAQ or self-service experiences.
- Use higher limits for authentication or more complex customer journeys.
- Customize the limit reached message to explain what happens next clearly.
- Leverage the Turn Count system variable to create proactive and personalized conversation flows.
Important Notes
- Only customer messages count toward the configured limit.
- AI-generated responses are not counted.
- Supported values range from 1 to 50 customer messages.
- The default limit is 20 customer messages.
- Disabling Max Limit Count removes the conversation limit entirely.