Understanding actions, touchpoints and limits
How FeedbackRobot meters work, what counts against your allowance, and what happens at the limit.
FeedbackRobot bills on what the agent does, not on how many people you have. This page explains the units.
Actions
An action is one piece of work the agent performs on your behalf:
- Sending a survey
- Sending a review reply
- Running a resolution step
- Generating a summary or analysis on request
Reading and monitoring aren’t actions — the agent watching your review platforms doesn’t consume anything. You’re charged for output, not attention.
Each plan includes a monthly action allowance. The Free plan includes 25 actions total so you can see the agent work before paying.
Touchpoints
A touchpoint is a connected place feedback comes from or goes to — a review platform, a survey channel, an integrated system.
Plans include different numbers of touchpoints, which is what usually determines the right plan for a business with several locations or several review platforms.
Skills sync
How often the agent refreshes what it knows from your connected sources — daily on the entry paid plan, more frequently on higher plans, near real-time at the top.
For most businesses this is the setting that matters most in practice. The value of catching a one-star review is highly time-sensitive.
What happens at the limit
The agent prioritises rather than simply stopping. Work that protects your reputation comes first:
- Open resolutions with an unhappy customer
- Replies to negative reviews
- Scheduled surveys
- Thank-you replies to positive reviews
You’ll be notified as you approach the limit so it isn’t a surprise.
Managing usage
Tighten your automation conditions. The most common cause of unexpected usage is a broadly scoped automation firing on everything. → How automations work
Check for overlapping automations. Two flows replying to the same event both consume actions.
Review your thank-you settings. Auto-thanking every positive review is nice but it’s the first thing worth trimming if you’re tight.
Current numbers
Allowances change as plans evolve. See plans and pricing for what’s included today rather than relying on figures quoted elsewhere.
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