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Usage and limits

From Settings > Usage you can see how much of each plan limit you’ve consumed. Every section shows a progress bar with the percentage used and the exact figures.
The specific limits for each section depend on your plan. Check the pricing page to see yours.

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When your plan resets

At the top of the page you’ll see a counter showing how long until your plan resets, for example Your plan will reset in 25 days. The counter is approximate, so right after a reset it reads something like “in a month”. When the cycle resets, your included minutes and the rest of your monthly limits are renewed.
Melo usage has its own weekly counter, independent of your plan cycle.

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Total minutes available

This bar combines the minutes included in your plan and the rollover minutes from the previous month.
  • Unused minutes in a month are carried over to the next (rollover).
  • Rollover is limited to 2x the minutes included in your plan.
  • Rollover minutes are consumed before generating additional usage.
When you reach 100% of your minutes, your agents stop receiving calls. To keep receiving them you have two options: enable usage-based billing or upgrade your plan.

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Usage-based billing

Usage-based billing lets you keep making and receiving calls after using up the minutes included in your plan. Minutes consumed beyond your plan are charged at your plan’s price per extra minute.

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Enable usage-based billing

1

Turn on the toggle

In the minutes section, turn on Enable usage-based billing.
2

Confirm in the modal

A window opens explaining that additional usage will be charged based on your current plan’s rates. Click Enable.
3

Check the confirmation

You’ll see a notification confirming that usage-based billing is enabled.
To disable it, turn the toggle off again. You’ll get a notification reminding you that your agents will stop once plan limits are reached.
  • When you use up your included and rollover minutes, calls continue.
  • Extra minutes are billed monthly.

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Extra minutes

Right below the toggle you’ll see the Extra minutes row, with your plan’s price per minute and the additional minutes consumed in the current period. Extra minutes are the usage beyond the minutes included in your plan, and they’re billed monthly. Check each plan’s price per minute on the pricing page.

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Concurrent calls

This section shows how many calls tried to run at once. Your plan’s cap appears on the top right (Plan limit), and below it you’ll find three different measures:
Demand isn’t the same as calls answered. It counts every call from the moment it arrives until it ends, including any time it spent waiting for a free line. That’s why the two 30-day measures can go above your plan limit, while the real-time counter never does.
Having three measures lets you tell a one-off spike from a recurring problem. If your average peak is 1 while your busiest moment was 4, that was an odd day. If the average peak is already close to your limit, you’re running near capacity every day you take calls, and a bigger plan is worth considering before calls start waiting.

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Calls above the limit

As long as you stay under your limit you’ll see the no waiting state: every call comes through right away. When demand exceeds your plan’s cap, the excess is marked as overlimit. For example, 6 calls · 1 overlimit on a plan capped at 5 means demand reached 6 while only 5 lines were available. Overlimit doesn’t mean those calls were lost. A caller who arrives with every line busy waits in a queue and is connected as soon as one frees up, and that wait is what shows above the limit. Calls that genuinely didn’t get through are the ones recorded in the call log with the end reason Concurrency limit reached or Queue timed out, so that’s the place to check how many callers you actually lost.
The concurrent call limit is set by your plan and can’t be raised on its own. If you see overlimit recurring, you need a plan with more concurrent calls.

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Melo usage

Melo is the AI assistant inside the dashboard. This bar shows your weekly quota consumption, based on the number of requests processed when generating responses, creating agents, or editing flows. When you use up the quota, Melo stops working until it renews at the start of the following week.
Melo usage does not consume call minutes: they are independent limits.

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Published flows

Shows how many flows you have published against the maximum allowed by your plan. When you reach the limit you can’t publish more flows. Any changes you’ve made stay unpublished until you upgrade your plan.

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Knowledge bases

Shows the storage used by your knowledge bases against the total available in your plan. If you reach the limit, you won’t be able to add new documents until you free up space or upgrade your subscription.

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Usage notifications

Besides the bars, the platform notifies you when you’re approaching a limit. Each situation can reach you in two places: on this page, next to the relevant bar, and as a banner across the rest of the dashboard.

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FAQ

In Settings > Usage, in the Total minutes available bar. It adds together your plan’s included minutes and the rollover minutes from the previous month.
If usage-based billing is disabled, your agents stop receiving calls until the plan resets. If it’s enabled, calls continue and extra minutes are billed monthly.
No. Melo has its own weekly quota, independent of call minutes.
It depends on usage-based billing. If it’s enabled, calls keep coming through and the extra minutes are billed as extra minutes on that month’s invoice. If it’s disabled, calls are blocked once you hit 100% and resume when your plan resets.
Keep usage-based billing disabled. That way extra minutes are never generated: calls are blocked once your plan is used up.
No. The number of concurrent calls is determined by your plan. Check the pricing page to see each plan’s limit. If you need a higher cap than the published plans offer, talk to sales about a custom plan.