AI-generated summary
Genesys Cloud offers digital user tracking and Predictive Engagement capabilities with pricing structures that vary based on contract type and implementation method. AI Experience customers receive these features at no charge without consuming AI Experience tokens, with automatic access granted to customers onboarded from May 2024 onwards. À la carte and add-on SKU customers are charged per event for both mobile and web tracking, with rates varying by currency. Implementation requires enabling web tracking through Admin > Message > Messenger Configurations in the Apps tab, and customers not utilizing the Predictive Engagement web tracking snippet incur no charges.
Both functionalities require specific permissions and licenses as outlined in their respective prerequisites documentation. Existing customers can transition to Genesys Cloud AI Experience through contract amendment or automatic renewal to access free event tracking. Detailed pricing information and add-on options are available through the Genesys Cloud pricing hub.
The platform provides a feedback mechanism for documentation quality assessment, allowing users to report issues such as inaccurate, incomplete, or outdated content, as well as positive feedback regarding clarity and usefulness. The feedback form captures user role information including Agent, Administrator, Developer/Engineer, Partner, Supervisor, Support, or Other roles, and requires acknowledgment of the Genesys Cloud privacy policy.
Related documentation topics encompass Predictive Engagement capabilities, permissions, prerequisites, and quick start guidance; digital user tracking configuration and implementation; event pricing structures for both Predictive Engagement and digital user tracking; and migration pathways from web chat to web messaging. The documentation clarifies the distinct roles of digital user tracking and Predictive Engagement, providing guidance on appropriate configuration locations for digital user tracking functionality.