Concurrent Calls

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Before you begin

In Callin, your voice agents may receive more than one call at the same time. To handle this, each plan includes a specific number of Concurrent Calls. This number determines how many conversations your agent can manage simultaneously without placing callers on hold. Understanding this concept is essential to choosing the right plan based on your call volume.

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Step 1: What a concurrent call actually is

A concurrent call is a call that the system is actively handling at that exact moment. If your plan includes 3 concurrent calls, your agent can maintain up to 3 active conversations at the same time. A fourth incoming call will either wait or follow your flow logic (such as a busy message). Next, you’ll see how concurrent calls differ across Callin plans.

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Step 2: Concurrent Calls per plan

Below is the number of simultaneous calls included in each Callin plan and what that means in practice.

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Basic Plan – 3 Concurrent Calls

Includes: Up to 3 calls handled at the same time. Best for: Businesses getting started, with low call traffic or early testing of voice agents.

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Starter Plan (White Label) – 8 Concurrent Calls

Includes: Up to 8 simultaneous calls. Best for: Managing multiple clients or operating a business with steady but not high call volume.

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Premium Plan (White Label) – 15 Concurrent Calls

Includes: Up to 15 simultaneous calls. Best for: Agencies or teams serving several clients with consistent daily call traffic.

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Unlimited Plan (White Label) – 80 Concurrent Calls

Includes: Up to 80 simultaneous calls. Additional concurrent calls available for $7 each. Best for: High-volume operations, multi-client setups, or support centers that require strong capacity.

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Unlimited Plus – 80 Concurrent Calls (included)

Includes: 80 built-in concurrent calls. Additional capacity available for $7 per extra concurrent call. 15,000 minutes included. Best for: Teams that need maximum performance, stability, and scalable capacity for rapid growth.

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Step 3: How to determine how many concurrent calls you need

Here are practical scenarios to help you decide the right capacity: If your company gets peaks of 5 to 7 calls at once: you’ll need at least 8 concurrent calls. If you work with multiple clients: make sure the total simultaneous calls across all accounts fit within your limit. If one client runs marketing campaigns or automated outreach: it’s wise to have extra capacity for traffic spikes. If your concurrent calls run out: callers may hear a busy message or fail to connect.

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Advanced settings (optional)

If your call volume varies, you can use: Usage monitoring inside the Callin dashboard to check if you frequently hit your limit. Purchase of additional concurrent calls (Unlimited and Unlimited Plus plans only) to expand your capacity as needed.

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Common mistakes and solutions

Issue: Incoming calls fail to connect. Possible cause: The concurrent call limit has been reached. Solution: Review your usage and consider upgrading your plan or adding more capacity. Issue: Callers are placed on hold or hear waiting audio. Cause: The agent is handling the maximum number of simultaneous calls. Solution: Increase your concurrent call capacity to ensure continuous availability. Issue: Confusing minutes with concurrent calls. Solution: Remember that minutes refer to total monthly consumption, while concurrent calls refer to real-time capacity.

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Motivating close

Understanding your concurrent call capacity helps you size your voice agents correctly and ensure every caller gets an immediate response. As your operation grows, you can always expand your capacity or switch plans without any disruption.