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Before you begin

In Callin.io, your voice agents may handle more than one call at the same time. Each plan sets how many: its Concurrent Calls, the number of calls your AI agents can handle at the same time. Understanding this helps you choose the right plan for your call volume. You can check the plans and their limits in Upgrade Plan, at the bottom of the left menu (open it here).

Video: the Pricing page in Upgrade Plan, from the plans down to the Concurrent Calls rows.

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Step 1: What a concurrent call actually is

A concurrent call is a call the system is handling at that exact moment. If your plan includes 2 concurrent calls, your agents can hold up to 2 conversations at the same time. When the limit is reached, a new call can’t be handled until one of the active calls ends. Concurrent calls are not minutes:
  • Minutes measure how much you talk in total over the month.
  • Concurrent calls measure how many calls can happen at the same time.

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Step 2: Concurrent Calls per plan

On the Pricing page (Upgrade Plan), the Telephony & Infrastructure section of the table shows two rows:
  • Concurrent Calls: the number of calls your AI agents can handle at the same time.
  • Extra Concurrent Calls: the ability to add more concurrent call capacity beyond your included limit, billed separately.
Pricing page with the Pay as you go (white-label), Advanced plan, Credits and Custom Plan options, the Manage Subscription and Add credits buttons, and the first rows of the comparison table

Screenshot: the plans on the Pricing page.

Concurrent calls included in each plan:
Plans and limits can change. Always check the current values in Upgrade Plan. For higher volume or special terms, choose Custom Plan and click Contact sales.

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

Here are practical scenarios to help you decide:
  • Count your peaks, not your total. If your business gets peaks of 5 to 7 calls at once, you need at least that many concurrent calls.
  • Add up all your clients. If you manage several client accounts, make sure the calls they make at the same time fit within your limit.
  • Plan for campaigns. Outbound campaigns place many calls in a short time. Leave extra capacity for those spikes.
  • Watch what happens at the limit. If you run out of concurrent calls, new calls may not connect until another one ends.

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Advanced settings (optional)

If your call volume changes over time:
  • Use the Home dashboard and Call History to see when you have the most calls.
  • If your plan includes Extra Concurrent Calls, add more capacity beyond your included limit. It’s billed separately.
  • Use Manage Subscription on the Pricing page to change your plan.

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Common mistakes and solutions

Issue: Incoming calls fail to connect.
Possible cause: The concurrent call limit has been reached.
Solution: Check your peak usage and consider changing your plan or adding extra concurrent calls. Issue: Outbound campaign calls start slowly.
Possible cause: The campaign is using all your concurrent calls, so the rest wait their turn.
Solution: Spread campaigns over time or increase your capacity. Issue: Confusing minutes with concurrent calls.
Solution: Remember that minutes are your total monthly usage, while concurrent calls are your real-time capacity.

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Motivating close

Knowing your concurrent call capacity helps you size your voice agents correctly and make sure every caller gets an immediate answer. As your operation grows, you can change your plan from Upgrade Plan at any time.