When a workspace reaches its daily AI usage limit, Aide now says so once, in plain words, instead of posting "Aide could not produce a reliable answer" on every new customer message. Your team knows why there's no reply or draft, and when AI replies come back.
How it behaves
- Chat, email and messaging channels: a new conversation goes straight to your team, as when AI replies are paused on your plan. The customer sees the "While AI replies are paused" message from your Handoff settings, and your team gets an internal note: "Aide didn't reply because this workspace reached its daily AI usage limit. AI replies resume at 00:00 UTC."
- Helpdesks where Aide drafts or replies (Gorgias, Front, Zendesk): the ticket gets one internal note in the helpdesk, "Aide didn't draft a reply because this workspace reached its daily AI usage limit. AI replies resume at 00:00 UTC.", at most once per ticket per day. Further customer messages on that ticket the same day get no note and no draft.
- Reaching the limit in the middle of a reply: the conversation is handed off with the same note, not with a handoff summary that couldn't be written.
- After 00:00 UTC: AI replies resume with the next customer message. Conversations that came in while the limit was reached aren't answered again automatically; they're with your team.
- The dashboard preview: follows the same limit, since its replies use the same AI.
- What counts toward the limit: only AI work for your workspace: replies, drafts, Copilot, tagging, field collection and scenarios. Tests and checks Aide's team runs on your conversations don't count and never pause your AI replies (since October 15).
Also in this change
- Aide's team is alerted the first time a workspace reaches its limit each day.
- Each reply uses less of the limit (since October 16): email, messaging and helpdesk replies no longer carry instructions about store pages and carts, Aide's choice of articles costs about 40% less, and instructions that repeat from one message to the next are counted at a tenth for up to an hour instead of five minutes. A draft that Aide's review sends back for a rewrite uses more, since it is written twice.