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Usage limits & availability

Availability​

The assistant is rolled out gradually, and the Ask AI button appears only when both of the following are true:

  • You're on the latest version of the pages. The assistant lives on the current Account and Claim detail pages. If your team is still on an older version of those views, the button won't be there.
  • Your role has the Ask AI permission. Access is granted per role in Role Manager, so it can be given to the teams who need it without switching it on for everyone.

If you don't see the button, contact your Customer Success Manager or the InDebted team to have it enabled for your role.

Your permissions also govern what the assistant will do for you in Edit mode — it can only make changes your role could make by hand. See Making changes.

Usage limits​

To keep the assistant fast and fair for everyone, AI usage is rate-limited per team. Current usage is shown above the chat input.

A few things to know:

  • The limit is shared across your team, not per individual user.
  • It's measured over a rolling hourly window, and the indicator shows when it resets.
  • Every request counts — investigating and making changes draw on the same limit.

As you approach the limit​

You'll see a dismissible warning:

Heads up — your team has used 80% of its hourly AI chat limit. It resets in about 25 min.

You can carry on working; it's there so a busy team isn't surprised when the limit arrives.

When the limit is reached​

The assistant pauses until the window resets:

Your team has reached its hourly AI chat limit. Try again in about 25 min.

Nothing else is affected — the account, its claims, and any change you already confirmed are untouched. The chat resumes on its own once the window resets.

If a request doesn't complete​

The assistant tells you what happened, and the record is never left half-changed:

  • Timed out. "The assistant's answer didn't arrive in time. Please try again." The message includes a request ID — share it with support if it keeps happening.
  • Couldn't send. "Your message couldn't be sent. Please check your connection and try again."
  • Cut off. "The response was cut off before it finished." Ask a narrower question.
  • Empty reply. "I didn't get a response for that. Please try again, or rephrase your question."

A failed request can't leave a claim in a bad state. In Explain mode there was nothing to change in the first place; in Edit mode, a change is only ever applied after you confirm it, and a failure is reported as a failure — see Making changes.

tip

One clear question costs the same as a vague one but gets a better answer. If you're close to the limit, ask for the summary you actually need rather than exploring one message at a time.