Contact Center AI - API Rate Limits

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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, Agent Creation APIs, Skills APIs, Skill Group APIs, Agent Group APIs, Contacts Public APIs, Import/Export Data APIs, Transfer Conversation APIs, Queue Management APIs, WFM APIs, Hours of Operation API, Voice Gateway APIs, Campaign Management APIs — see the full list in the Contact Center API documentation.

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.