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What is a token?

A token is a unit of computation used by LLMs (Large Language Models). When an LLM generates a response, it consumes a certain number of tokens. When an LLM is used to embed knowledge items, it also consumes a certain number of tokens. Here’s a rough estimate of what one token is equivalent to:
  • An LLM token typically represents about 4 characters or 3/4 of an average English word.
  • As a rough estimate, 1 word ≈ 1.33 tokens.
  • Those estimates are for English text. For other languages, the token to word ratio is usually higher.

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Knowledge Tokens

Knowledge tokens are consumed when you upload new knowledge items to Droxy. For example, if you upload a company guidelines PDF with 10,000 words, it would use approximately 15,000 knowledge tokens.
  • Tokens are counted per uploaded knowledge item.
  • There are no limits to the number of knowledge items you can upload.
  • Deleting a knowledge item will not reduce your token usage.
  • Tokens are reset every month.

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Message Tokens

Message tokens are used whenever a text-based agent (website, WhatsApp, etc.) generates a response to a user query.
  • Tokens are counted for both the prompt and the response.
  • Tokens are updated after every message.
  • Tokens are reset every month.

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Phone Agent Usage

For phone-based agents, we track usage differently:
  • Usage is measured in active call seconds, counting the entire duration of the call with the agent from start to finish.
  • Usage is updated after every call.

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Phone Numbers

  • All paid tiers include one free phone number that you can attach to your voice agent.
  • Additional phone numbers can be imported from your Twilio account up to your plan’s limits.

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Other Usage Limits

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Transcription Minutes

For MP4 knowledge items, we track the number of transcription minutes. This corresponds directly to the length of the video file.

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Storage

We monitor the storage used by all knowledge items uploaded to your account. That storage usage is reset after every upload or deletion of a knowledge item.

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Increasing Limits

If you need higher limits that are not available on any of our existing plans, please contact us at contact@droxy.ai. We’re happy to work with you to find a custom solution that fits your specific needs.

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Monitoring Your Usage

To keep track of your usage and ensure you’re within your plan’s limits:
  1. Log in to your Droxy dashboard.
  2. Navigate to Settings and then Usage.
  3. Here, you’ll find detailed breakdowns of your token usage, voice minutes, storage, and other relevant metrics.
On paid plans, we will also send you an email if you’re approaching your limits.

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What happens when I hit my limits?

When you reach a usage limit, the feature associated with that limit will no longer work and you’ll receive a notification. Here’s what happens for each type of limit:
  • Message Generation: When you hit the generated tokens limit, your agents will not be able to respond to messages
  • Knowledge Base: When you reach the knowledge tokens limit, you will not be able to upload more knowledge items
  • Voice Calls: When you hit the call minutes limit, you will not be able to start new calls
In all cases, you can easily upgrade your plan to increase the limits. If you don’t see limits that are suitable for your business, reach out directly to us at contact@droxy.ai