What Happens When You Reach Your Call Limit

Reaching your monthly call limit doesn't have to disrupt your callers. What happens next depends on which limit you've hit and how your account is configured.

Real calls: two options

When you reach your 25 included real calls, what happens is determined by the setting you've chosen under Plan Details:

Option 1: Redirect calls (default — no charge)

Calls beyond 25 are redirected to you or a team member, based on your redirect settings. No credits required, no charge.

This is the default because it keeps callers connected to a real person even when your AI Receptionist's included calls are used up. It's a sensible safety net — but it does mean your AI isn't handling those calls.

Make sure your redirect settings are up to date. If calls beyond 25 are redirecting to you or a team member, they should reach someone who can help. Check your redirect settings under Call Handling to confirm who's set to receive those calls.

Option 2: Extra Calls ($3/call from billing credits)

Your AI Receptionist keeps handling calls beyond 25, exactly as it would within your included allowance. Each call is $3, drawn from your billing credits. Your callers experience no difference.

⚡ Want your AI to keep handling every call, no matter the volume? Add billing credits and switch to Extra Calls — so call 26 gets the same experience as call 1. Enable Extra Calls →

Switching between options

You can change your setting any time under Plan Details. The change takes effect on the very next call.

If you switch to Extra Calls mid-month after already having redirected some calls, your AI picks back up from the next call forward.

Test calls and simulated calls: a hard pause

There's no pay-per-extra option for test or simulated calls.

When you hit your limit:

• That call type is paused for the rest of your billing cycle

• The pause lifts automatically when your cycle resets

• All your Quality Studio results, scores, and recommendations remain fully accessible

⚡ Need more testing capacity? Upgrading to a Pro plan increases your test and simulated call allowances and takes effect immediately. Compare plans →

At a glance

Frequently asked questions

Will my caller know they've been redirected? They'll be connected to whoever your redirect settings point to — there's no message indicating a limit has been reached.

Can I change my setting after I've already hit my limit? Yes. Switch to Extra Calls any time under Plan Details — add billing credits first, and the change takes effect on the very next call.

What if my billing credits run out while Extra Calls is enabled? If your credits hit $0, calls revert to your redirect setting until you add more credits. Consider enabling Auto-Refill so this doesn't happen. Manage credits →

Does reaching my limit affect my Quality Studio access? No. Quality Studio, your call history, scores, and recommendations are always accessible regardless of your call count.

I hit my limit mid-month. Do I have to wait until the cycle resets? For real calls — no. Switch to Extra Calls (with credits available), and your AI resumes handling calls immediately. For test and simulated calls, the pause lifts at cycle reset, or you can upgrade for a higher allowance.

Next steps

• Add credits and enable Extra Calls →
• Never Miss a Call: Settings to Keep Your AI Receptionist Running →
• Compare Pro plans →
• Questions? Email support@smith.ai