Genesys Cloud pricing hub
The Genesys Cloud Pricing Center provides you with a single place in the Resource Center to find pricing information for all the additional features you can use in Genesys Cloud that carry additional fees. In each section below, you will find prices in the supported currencies for the various features. This article is designed to only show prices. For more information on the features themselves, use the links in each section that point to more detailed articles.
Genesys Cloud licenses and core bundles
For a breakdown of Genesys Cloud CX 1, CX 2, CX3, and CX4 feature capabilities per license, add-on choices, and pricing options, see the Genesys Cloud Pricing Guide.
For a breakdown of Genesys Cloud CX 2 Digital and CX 3 Digital feature capabilities per license, add-on choices, and pricing options, see the Genesys Cloud CX Digital Pricing
Genesys Cloud customers who have Genesys Cloud CX 1, Genesys Cloud CX 2, and Genesys Cloud CX 3 licenses have Communicate by default. However, Genesys bills each Communicate user according to their respective licenses at the rates listed below. If you have questions about pricing, contact your Genesys representative.
For more information, see About Communicate.
Month-to-month charge
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 12.00 | 13.20 | 15.60 | 16.80 | 8.40 | 9.60 | 48.00 | 1440.00 | 170.40 |
For more information, see Understand your Genesys Cloud EX subscription.
| Named License Type | List Price (USD) | List Price (CAD) | List Price (AUD) | List Price (NZD) | List Price (GBP) | List Price (EUR) | List Price (BRL) | List Price (JPY) | List Price (ZAR) |
|---|---|---|---|---|---|---|---|---|---|
| Annual pre-pay | 90.00 | 99.00 | 117.00 | 126.00 | 63.00 | 72.00 | 360.00 | 10800.00 | 1278.00 |
| Annual Month to Month | 94.50 | 103.95 | 122.85 | 132.30 | 66.15 | 75.60 | 378.00 | 11340.00 | 1341.90 |
| Month to Month | 108.00 | 118.80 | 140.40 | 151.20 | 75.60 | 86.40 | 432.00 | 12960.00 | 1533.60 |
The pricing that is displayed is month-to-month (M2M). For more information, see Hourly licensing model billing overview.
*If Customer elects to enable agents utilizing an Hourly Interacting license in Genesys Cloud, Customer is required to obtain and pay for a corresponding Hourly Interacting license for any PS App identified with an asterisk in the table above. Customer acknowledges that the use of an Hourly Interacting license in Genesys Cloud without a corresponding PS App Hourly Interacting license is not permitted. Genesys reserves the right to enforce this requirement, including, but not limited to, suspending access or charging applicable fees for any unlicensed usage.
Add-ons
À la carte/Add-on SKU Predictive Engagement customers
Charges for the Predictive Engagement add-on SKUs are per event for both mobile and web events. While Predictive Engagement is free of charge, it consumes web and mobile events to power customer engagement features.
The following table outlines the per event charges:
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 0.0005 | 0.00055 | 0.00065 | 0.0007 | 0.00035 | 0.0004 | 0.0015 | 0.06 | 0.0071 |
- Customers who do not deploy the Predictive Engagement web tracking snippet and are unable to use the Predictive Engagement functionality within Genesys Cloud do not incur any charges for Predictive Engagement events.
- If your subscription does not have Predictive Engagement enabled, contact your designated Customer Success Manager.
- Existing customers can add Predictive Engagement web events in Admin > Message > Messenger Configurations. Click a configuration name link and in the Apps tab, Predictive Engagement area, enable web tracking. For more information, contact your sales representative. In Genesys Cloud, to find details about your sales representative, click Orchestrators > Profile > My Contacts.
For more information, see Predictive Engagement overview.
For more information, see Add Workforce Engagement Management to your subscription.
| Charge Type | USD | CAD | AUD | NZD | EUR | GBP | BRL | YEN | ZAR |
|---|---|---|---|---|---|---|---|---|---|
| Genesys Cloud CX 1 WEM Add-on II | 65.00 | 71.50 | 84.50 | 91.00 | 52.00 | 45.50 | 260.00 | 7,800.00 | 923.00 |
| Genesys Cloud CX 1 WEM Add-on II Concurrent | 95.00 | 104.50 | 123.50 | 133.00 | 76.00 | 66.50 | 380.00 | 11,400.00 | 1,349.00 |
| Genesys Cloud CX 2 WEM Add-on I | 40.00 | 44.00 | 52.00 | 56.00 | 32.00 | 28.00 | 160.00 | 4,800.00 | 568.00 |
| Genesys Cloud CX 2 WEM Add-on I Concurrent | 60.00 | 66.00 | 78.00 | 84.00 | 48.00 | 42.00 | 240.00 | 7,200.00 | 852.00 |
You can upgrade your subscription to include a hosted solution that provides automated data integration, real-time analytics reporting, an analytics data warehouse, and a set of preconfigured reporting and analytics dashboard accelerators for you to host on your business intelligence platform (with support for Tableau and PowerBI).
For more information, see Add Genesys Cloud Analytics to your subscription.
The pricing is based on a per agent licensing model and matches the Genesys Cloud user count, whether named or concurrent agent seats. Subscription includes support and all platform upgrades, major releases, and patches.
Customers will also require a one-time Quickstart Enablement package that is separate from the subscription cost. Any additional customization work is subject to scoping and agreement of associated cost.
This table displays the annual pre-paid pricing for the Genesys Cloud Analytics add-on.
| Charge Type | USD |
|---|---|
| Named Agent Licenses | $20 / agent/ month |
| Concurrent Agent Licenses | $30 / agent/ month |
| One-time enablement fee | $40,000 |
For more information about volume discounts, contact your designated Customer Success Manager.
| Charge type | USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|---|
| 24.00 | 26.40 | 31.20 | 33.60 | 16.80 | 19.20 | 96.00 | 2,880.00 | 340.60 | |
| 36.00 | 39.60 | 46.80 | 50.40 | 25.20 | 28.80 | 144.00 | 4,320.00 | 511.20 | |
| 48,000.00 | 52,800.00 | 62,400.00 | 67,200.00 | 33,600.00 | 38,400.00 | 192,000.00 | 5,760,000.00 | 681,600.00 |
Genesys Enhanced TTS is the optional native Genesys Cloud text-to-speech engine.
For more information, see Select a TTS engine and voice for a flow.
Genesys Enhanced TTS is the optional native Genesys Cloud text-to-speech engine.
- Pricing varies for Genesys Enhanced TTS standard and advanced voices. The difference in price is due to the playback quality of the TTS voices. Listen to the TTS voices and select the appropriate one for your use case.
- Genesys charges $5 per one million TTS characters for standard voices.
- Genesys charges $20 per one million TTS characters for advanced voices.
- Genesys Enhanced TTS is included free of charge when used in Architect bot and voice survey flows.
- Usage includes all TTS characters, including letters, numbers, punctuation, and spaces.
- The monthly billing unit is one million characters, rounded up. For example, in voices pricing:
- 200,000 = $5 USD
- 1,000,000 = $5 USD
- 1,000,005 = $10 USD
- 1,999,995 = $10 USD
Genesys Enhanced TTS standard voices pricing (per one million characters)
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 5 | 5.5 | 6.5 | 7 | 3.5 | 4 | 15 | 600 | 71 |
Genesys Enhanced TTS advanced voices (NTTS/neural/wavenet) pricing (per one million characters)
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 20 | 22 | 26 | 28 | 14 | 16 | 60 | 2400 | 284 |
Genesys Cloud supports Work automation, which is designed to help you define tasks and automate their flow according to a pre-defined process.
For more information, see Work automation overview.
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 0.0700 | 0.0770 | 0.0910 | 0.0980 | 0.0490 | 0.0560 | 0.2800 | 8.4000 | 0.9940 |
Use Journey Management, Journey Analytics, an add-on to Genesys Cloud CX, to help you understand customer journeys in your organization. Use this feature to gain insight into both digital and voice interactions, understand and optimize customer journeys, and align journey outcomes with key business operating KPIs. Analyzing the end-to-end journey from the customer perspective helps you understand customer behaviors that were previously invisible.
For more information, see Journey Management overview.
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 30.00 | 33.00 | 39.00 | 42.00 | 21.00 | 24.00 | 120.00 | 3600.00 | 426.00 |
Upgrade your subscription to include extra digital channels. Genesys offers upgrades that allow individual users to gain access to digital channels included in Genesys Cloud CX 2 and Genesys Cloud CX 3.
You can add access to email, chat, and all messaging channels (Genesys Cloud web messaging, third-party messaging, SMS messaging, and open messaging) with Genesys Cloud CX 1 Digital Add-on II.
For more information, see Add a bundle of digital channels to your subscription.
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 55.00 | 60.50 | 71.50 | 77.00 | 38.50 | 44.00 | 220.00 | 6600.00 | 781.00 |
CX Cloud from Genesys and Salesforce is a unified AI-powered customer experience and relationship management solution that integrates Genesys Cloud CX and Salesforce Service Cloud. The integration brings the voice, digital, and CRM data from Genesys Cloud into Service Cloud Voice. It allows you to connect Genesys Cloud as a contact center and includes the following packages for Salesforce Service Cloud Voice: Core Services, Voice, Digital and AI, WEM, External Routing, and Outbound Campaign Management.
For more information, see Overview of CX Cloud from Genesys and Salesforce.
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 25.00 | 27.50 | 32.50 | 35.00 | 17.50 | 20.00 | 100.00 | 3000.00 | 355.00 |
The Unified Experience from Genesys and ServiceNow, an integration of Genesys Cloud platform with the ServiceNow customer service management platform, unifies customer service teams through a single desktop, centralizes routing across departments and channels, and optimizes workforce engagement for more personalized customer experiences and simplified employee experiences.
For more information, see About Unified Experience from Genesys and ServiceNow.
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 25.00 | 27.50 | 32.50 | 35.00 | 17.50 | 20.00 | 100.00 | 3000.00 | 355.00 |
8×8 integration
Use the 8×8 integration to view directories, search contacts, and make calls between 8×8 and Genesys Cloud.
For more information, see About the 8×8 integration.
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 5.00 | 5.50 | 6.50 | 7.00 | 3.50 | 4.00 | 20.00 | 600.00 | 71.00 |
Microsoft Teams integration
Use the Microsoft Teams integration to view directories, search contacts, and make calls between Microsoft Teams and Genesys Cloud.
For more information, see About the Microsoft Teams integration.
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 5.00 | 5.50 | 6.50 | 7.00 | 3.50 | 4.00 | 20.00 | 600.00 | 71.00 |
Zoom Meetings integration
Use the Zoom Meetings integration as a custom client application integration in Genesys Cloud.
For more information, see About the Zoom Meetings integration.
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 5.00 | 5.50 | 6.50 | 7.00 | 3.50 | 4.00 | 20.00 | 600.00 | 71.00 |
AI
These rates are for customer contracts under the “per invocation rate” structure. These rates will continue until you renew your contract. The tables display the annual pre-paid pricing for the Genesys Cloud AI experiences. Genesys bills at aggregate price, regardless of the number of agent seats that you purchase.
For more information, see Genesys Cloud AI Experience bundle (legacy model).
Genesys Cloud CX AI Experience for Digital (per agent)
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 40.00 | 44.00 | 52.00 | 56.00 | 28.00 | 32.00 | 160.00 | 4800.00 | 568.00 |
Genesys Cloud CX AI Experience (per agent)
| USD | CAD | AUD | NZD | GBP | EUR | BRL | YEN | ZAR |
|---|---|---|---|---|---|---|---|---|
| 60.00 | 66.00 | 78.00 | 84.00 | 42.00 | 48.00 | 240.00 | 7200.00 | 852.00 |
Your organization can consume Genesys Cloud AI Experience tokens as you use Genesys Cloud AI, and the tokens are designed for flexibility to adapt to changing business needs. The quantity of tokens consumed appears on your invoice.
For more information, see Genesys Cloud tokens-based model.
Month-to-month charge
| USD | CAD | AUD | NZD | GBP | EUR | BRL | YEN | ZAR |
|---|---|---|---|---|---|---|---|---|
| 1.00 | 1.10 | 1.30 | 0.800 | 0.700 | 120 | 1.40 | 4.0 | 14.2 |
Genesys Cloud customers who have Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 2 Digital, and Genesys Cloud CX 3 Digital subscriptions can add Agent Assist (Digital) to their subscription. If you purchased the Genesys Cloud CX AI Experience for Digital subscription, Agent Assist is activated by default. If you have questions about pricing, contact your Genesys representative. These tables display the annual pre-paid pricing for the Genesys Cloud Agent Assist.
For more information, see Genesys Agent Assist availability in Genesys Cloud licenses.
Genesys Cloud Agent Assist (Digital only) pricing
| SKU | USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|---|
Genesys Native Agent Assist Digital (per named agent / per month) | 15.00 | 16.50 | 19.50 | 21.00 | 10.50 | 12.00 | 60.00 | 1800.00 | 213.00 |
Genesys Native Agent Assist Digital Concurrent (concurrent # agents / per month) | 22.50 | 24.75 | 29.25 | 31.50 | 15.75 | 18.00 | 90.00 | 2700.00 | 319.50 |
Genesys Cloud Agent Assist (Voice and Digital) pricing
| SKU | USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|---|
Genesys Native Agent Assist Voice (per named agent / per month) | 25.00 | 27.50 | 32.50 | 35.00 | 17.50 | 20.00 | 100.00 | 3000.00 | 355.50 |
Genesys Native Agent Assist Voice Concurrent (concurrent # agents / per month) | 37.50 | 41.25 | 48.75 | 52.50 | 26.25 | 30.00 | 150.00 | 4500.00 | 532.50 |
Genesys Cloud by Genesys is an extensible customer experience platform, offering an array of third-party applications to expand capabilities through a Bring Your Own Technology services model.
For more information, see Bring your own technology services model–per turn/minute rates (current model).
BYOT Rate A
For BYOT Rate A, Genesys charges per million of TTS characters. The following vendors fall under BYOT Rate A:
- Acapela Voice as a Service TTS
- Amazon Polly TTS
- Google Cloud Text-to-Speech
- Nuance Vocalizer TTS
- Speech Morphing TTS
- Microsoft Azure Cognitive Services Text To Speech
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 4.00 | 4.40 | 5.20 | 5.60 | 2.80 | 3.20 | 16.0 | 480 | 56.80 |
BYOT Rate B
For BYOT Rate B, Genesys charges per turn for digital and per minute for voice. (Voice is measured in 15-second increments rounded up.) The following vendors fall under BYOT Rate B:
- Amazon Lex Chat
- Amazon Lex Message
- Google Dialogflow Chat
- Google Dialogflow Message
- Nuance Mix Message
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 0.0006 | 0.00066 | 0.00078 | 0.0008 | 0.00042 | 0.00048 | 0.0018 | 0.07 | 0.0085 |
BYOT Rate C
For BYOT Rate C, Genesys charges per turn for digital and per minute for voice. (Voice is measured in 15-second increments rounded up.) The following vendors fall under BYOT Rate C:
- Amazon Lex Voice
- Amazon Lex V2 Voice
- Google Dialogflow Voice
- Nuance Mix Voice
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 0.02 | 0.022 | 0.026 | 0.028 | 0.014 | 0.016 | 0.06 | 2.4 | 0.28 |
BYOT Rate D
For BYOT Rate D, Genesys charges per turn for digital and per minute for voice. (Voice is measured in 15-second increments rounded up.) The following vendors fall under BYOT Rate D:
- Genesys Bot Connector for Messaging
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 0.0003 | 0.00033 | 0.00039 | 0.00042 | 0.00021 | 0.00024 | 0.0009 | 0.036 | 0.00426 |
BYOT Rate E
For BYOT Rate E, Genesys charges per turn for digital and per minute for voice. (Voice is measured in 15-second increments rounded up.) The following vendors fall under BYOT Rate E:
- Microsoft Azure Cognitive Services Speech to Text
- Google Cloud Speech-to-Text Services
- Audio Connector
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 0.1000 | 0.11 | 0.13 | 0.14 | 0.07 | 0.08 | 0.40 | 12.0 | 1.42 |
AppFoundry catalog
AppFoundry is a marketplace of solutions that offers Genesys customers the most useful solution-centric marketplace for all Genesys platforms in a single location. Discover, research, and connect with a broad range of customer service applications, integrations, and services that address your unique needs. Applications and integrations are available for Genesys Cloud.
- To access pricing for a specific Genesys Cloud capability in the AppFoundry catalog, navigate to the Genesys AppFoundry and log in. Search for the feature you want and then click the Pricing tab.
Voice options
Genesys Cloud Voice is a usage-based service. There are costs for making and receiving calls (calls are charged per minute), a one-time phone number setup fee (a Non-recurring charge (NRC)), and a monthly fee (a Monthly recurring charge (MRC)) for phone numbers.
- Inbound calls are calls to your number and the rates cover calls from landlines and mobile phones.
- Outbound calls are calls from your number and the rates cover national and international calls to landlines, mobile phones, and more expensive destinations.
To find out the availability and detailed pricing for your country, select your region and check the relevant rate tables.
- Americas rates apply to organizations based in the following AWS Regions: US-East 1, US-West 2, CA-Central-1, SA-East-1, and US-East-2 (FedRAMP).
- EMEA rates apply to organizations based in the following AWS Regions: EU-Central-1, EU-Central-2, EU-West-1, and EU-West-2.
- APAC rates apply to organizations based in the following AWS Regions: AP-Northeast-1, AP-Northeast-2, and AP-Northeast-3.
- Mexico rates apply to organizations based in the Mexico AWS Region: MX-Central-1
- Genesys Cloud Voice does not offer specific quantities of reserved channels to individual customers. Genesys Cloud Voice is actively monitored to ensure adequate capacity is available based on average monthly utilization.
- When you port numbers to Genesys Cloud Voice, you will incur any NRC, MRC, and usage fee associated with having those numbers in Genesys Cloud Voice as listed in the pricing tables contained in this article.
- In the Mexico region, NRC is only applicable for new number purchases. There is no NRC for ported numbers.
For more detailed pricing information, select your region.
Effective date: January 26, 2026
US East (N. Virginia) / US West (Oregon) / Canada (Central) / South America (São Paulo)
USD Inbound Toll-Free and DID prices
CAD Inbound Toll-Free and DID prices
BRL Inbound Toll-Free and DID prices
EUR Inbound Toll-Free and DID prices
GBP Inbound Toll-Free and DID prices
AUD Inbound Toll-Free and DID prices
NZD Inbound Toll-Free and DID prices
JPY Inbound Toll-Free and DID prices
AUD Outbound prices
The charge for a short duration call is $0.0025/call.
JPY Outbound prices
The charge for a short duration call is $0.0025/call.
NZD Outbound prices
The charge for a short duration call is $0.0025/call.
Europe (Frankfurt) / Europe (Ireland) / Europe (London) / Europe (Zurich)
EUR Inbound Toll-Free and DID prices
GBP Inbound Toll-Free and DID prices
USD Inbound Toll-Free and DID prices
CAD Inbound Toll-Free and DID prices
BRL Inbound Toll-Free and DID prices
AUD Inbound Toll-Free and DID prices
JPY Inbound Toll-Free and DID prices
NZD Inbound Toll-Free and DID prices
AUD Outbound prices
The charge for a short duration call is $0.0025/call.
JPY Outbound prices
The charge for a short duration call is $0.0025/call.
NZD Outbound prices
The charge for a short duration call is $0.0025/call.
Asia Pacific (Tokyo) / Asia Pacific (Seoul) / Asia Pacific (Osaka) / Asia Pacific (Singapore)
JPY Inbound Toll-Free and DID prices
AUD Inbound Toll-Free and DID prices
NZD Inbound Toll-Free and DID prices
EUR Inbound Toll-Free and DID prices
GBP Inbound Toll-Free and DID prices
USD Inbound Toll-Free and DID prices
CAD Inbound Toll-Free and DID prices
BRL Inbound Toll-Free and DID prices
JPY Outbound prices
The charge for a short duration call is $0.0025/call.
AUD Outbound prices
The charge for a short duration call is $0.0025/call.
NZD Outbound prices
The charge for a short duration call is $0.0025/call.
Mexico (Central)
- All prices on this tab include taxes.
- An NRC is only applicable for new number purchases. There is no NRC for ported numbers.
- Rates in Mexican Peso are shown as reference, MXN is not available as a billing currency.
MXN Inbound Toll-Free and DID prices
USD Inbound Toll-Free and DID prices
CAD Inbound Toll-Free and DID prices
BRL Inbound Toll-Free and DID prices
EUR Inbound Toll-Free and DID prices
GBP Inbound Toll-Free and DID prices
AUD Inbound Toll-Free and DID prices
NZD Inbound Toll-Free and DID prices
JPY Inbound Toll-Free and DID prices
AUD Outbound prices
The charge for a short duration call is $0.0025/call.
JPY Outbound prices
The charge for a short duration call is $0.0025/call.
NZD Outbound prices
The charge for a short duration call is $0.0025/call.
For each BYOC Premises Edge in your organization that is in an In Service state, you incur the monthly hardware usage charge as specified in your Genesys Cloud contract. This charge is currently set at $99 per month; however, your monthly charge may be different depending on previous contractual agreements.
For more information, see BYOC Premises Edge hardware usage charge.
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 99.00 | 108.90 | 128.70 | 138.60 | 69.30 | 79.20 | 396.00 | 11,880.00 | 1,405.80 |
Messaging
Genesys Cloud supports sending email messages with the Email campaigns and Agentless email notifications features. In both features, the pricing for email messages is the same and is set at $0.0014 USD per message.
For more information, see Email interaction overview.
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 0.0014 | 0.00154 | 0.001820 | 0.00196 | 0.00098 | 0.00112 | 0.00420 | 0.1680 | 0.01988 |
Third-party
The Genesys Cloud for Facebook Messenger integration provides a way for your customers to use Facebook Messenger to interact with your agents who are using Genesys Cloud ACD messaging channels.
For more information, see Configure ACD messaging for Facebook Messenger.
Message rates (current rates)
Pricing for Facebook Messenger is based on tokens, where one token = 400 (inbound and outbound) messages. For more information, see Genesys Cloud tokens-based pricing model.
Conversation rates (legacy rates)
For digital customer with contracts prior to May 2024 that have not already added AI Experience Tokens, legacy conversation rates apply. To move to the current message rates, you must add AI Tokens to your subscription. To add Genesys Cloud AI Experience tokens, contact Genesys or your Partner Account Manager. For more information, see Pricing per conversation explained.
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 0.15 | 0.16 | 0.19 | 0.21 | 0.11 | 0.12 | 0.45 | 18.000 | 2.13 |
The Genesys Cloud for Instagram Direct Messaging integration provides a way for your customers to use Instagram Direct Messaging to interact with your agents who are using Genesys Cloud ACD messaging channels.
For more information, see Configure ACD messaging for Instagram Direct Messaging.
Message rates (current rates)
Pricing for Instagram Direct Messaging is based on tokens, where one token = 400 (inbound and outbound) messages. For more information, see Genesys Cloud tokens-based pricing model.
Conversation rates (legacy rates)
For digital customer with contracts prior to May 2024 that have not already added AI Experience Tokens, legacy conversation rates apply. To move to the current message rates, you must add AI tokens to your subscription. To add Genesys Cloud AI Experience tokens, contact Genesys or your Partner Account Manager. For more information, see Pricing per conversation explained.
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 0.15 | 0.16 | 0.19 | 0.21 | 0.11 | 0.12 | 0.45 | 18.000 | 2.13 |
The Genesys Cloud for WhatsApp Messenger integration provides a way for your customers to use WhatsApp Messenger to interact with your agents who are using Genesys Cloud ACD messaging channels.
For more information, see Configure ACD messaging for WhatsApp.
Pricing for WhatsApp messaging (WhatsApp Messenger and WhatsApp Template Messaging) has two components: Genesys Cloud pricing and WhatsApp conversation-based described as follows:
1 - Genesys Cloud pricing
Message rates (current rates)
Pricing for WhatsApp messaging is based on tokens, where one token = 400 (inbound and outbound) messages. For more information, see Genesys Cloud tokens-based pricing model.
Genesys Cloud Conversation-based pricing (legacy rates)
For digital customer with contracts prior to May 2024 that have not already added AI Experience Tokens, legacy conversation rates apply. To move to the current message rates, you must add AI Tokens to your subscription. To add Genesys Cloud AI Experience tokens, contact Genesys or your Partner Account Manager. For more information, see Pricing per conversation explained.
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 0.15 | 0.16 | 0.19 | 0.21 | 0.11 | 0.12 | 0.45 | 18.000 | 2.13 |
2 - WhatsApp per message-based pricing
Effective July 1, 2025, WhatsApp transitioned to a message-based pricing model.
- Billing basis:
- Per delivered outbound message (inbound messages remain free)
- Charges only apply when messages are successfully delivered
- Message-type rates:
- Marketing templates: per delivered message
- Utility templates: per delivered message outside the 24-hour service window
- Free allowances:
- Utility messages within the 24-hour customer service window
- Service conversations (free and uncapped)
- Up to 72 hours of free messaging that follows a customer-initiated interaction
Genesys Cloud invoicing for WhatsApp
Your Genesys Cloud invoice will retain these line items:
- WhatsApp Marketing Conversation Pass-Through
- WhatsApp Utility Conversation Pass-Through
- WhatsApp Service Conversation Pass-ThroughNote: Service conversations are free of charge, so no pass-through charges are billed.
Depending on your billing cycle, the first invoice after July 1 may combine:
- Conversation-based charges for usage before July 1, 2025
- Per-message charges for usage on or after July 1, 2025
Additional resources
For more information about Meta’s new pricing model, see:
You can also monitor real-time usage and spend analytics via the Insights tab in WhatsApp Manager. For more information, see View message insights for your WhatsApp Business account.
The Genesys Cloud for X (Twitter) Direct Messaging integration provides a way for your customers to use X (Twitter) Direct Messaging to interact with your agents who are using Genesys Cloud ACD messaging channels.
For more information, see Configure ACD messaging for X (Twitter) Direct Messaging.
Pricing for X (formally Twitter) Direct Messaging has two components: Message rates and Channel integration tier fees described as follows:
1 - Message rates (current rates)
Pricing for X (formally Twitter) Direct Messaging is based on tokens, where one token = 400 (inbound and outbound) messages. Pricing for public social posts ingestion and responses is based on tokens, where one token = 400 public social posts ingestion per channel and one token = 400 outbound public social posts responses per channel both public and private responses count in this category.
For more information, see Genesys Cloud tokens-based pricing model.
X uses AI Experience Tokens and requires new parts for X Integration Costs.
- AI Experience Tokens are added to Digital Contract by default starting in May 2024. For contracts prior to May 2024 that do not add AI Experience Tokens, Genesys adds an amendment to add AI Experience Tokens.
- X Integration Costs are added to Digital Contracts by default starting in March 2025. For contracts prior to March, 2025 an amendment is needed to add X Integration parts.
2 - Channel integration tier fees
Genesys Cloud offers four X (Twitter) channel integration tiers - each with a different message send limit and monthly fee.
Each Organization is allowed 1 entry level integration tier at no cost, which will allow for 200 outbound direct messages every 24 hours. (Sending 200 outbound messages costs 1 token.) Entry level integrations are ideal for customers testing out X or with minimal needs. Any additional integrations will need to be small, medium or large.
You can have different integrations on different tiers. For example, you can have 3 small integrations, 1 medium integration and 1 large integration.
- If you exceed 200 messages in a 24 hour period, then errors will be received on each subsequent message attempt until the current 24 hour period expires and the send limit is reset.
- If you discover that you need more than 200 messages in a 24-hour period, you can upgrade to a larger tier (Small, Medium, or Large).
The Small tier has an outbound direct message send limit per 24 hours of 1,000. This allows you to send up to 1,000 outbound direct messages every 24 hours.
Small integration tier fees
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 750 | 825 | 975 | 1,050 | 525 | 600 | 3,000 | 90,000 | 10,650 |
- If you exceed 1,000 messages in a 24 hour period, then errors will be received on each subsequent message attempt until the current 24 hour period expires and the send limit is reset.
- If you discover that you need more than 1,000 messages in a 24-hour period, you can upgrade to a larger package (Medium or Large).
The Medium tier has an outbound direct message send limit per 24 hours of 3,000. This allows you to send up to 3,000 outbound direct messages every 24 hours.
Medium integration tier fees
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 1,500 | 1,650 | 1,950 | 2,100 | 1,050 | 1,200 | 6,000 | 180,000 | 21,300 |
- If you exceed 3,000 messages in a 24 hour period, then errors will be received on each subsequent message attempt until the current 24 hour period expires and the send limit is reset.
- If you discover that you need more than 3,000 messages in a 24-hour period, you can upgrade to the Large package.
The Large tier has an outbound direct message send limit per 24 hours of 9,000. This allows you to send up to 9,000 outbound direct messages every 24 hours.
Large integration tier fees
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 3,000 | 3,300 | 3,900 | 4,200 | 2,100 | 2,400 | 12,000 | 360,000 | 42,600 |
- If you exceed 9,000 messages in a 24 hour period, then errors will be received on each subsequent message attempt until the current 24 hour period expires and the send limit is reset.
Genesys Cloud billing for X (formally Twitter)
Customers can create and remove X (Twitter) integrations at any time. Billing is calculated daily, based on how long each integration (handle) is active during the billing month.
How Billing Is Calculated
- Billing is prorated by day, not charged for the full month unless the integration is active for the entire month.
- Each active X handle is billed only for the number of days it was active.
- Billing data is updated daily for both:
- Channel integrations
- Usage
The Genesys Cloud for Apple Messages for Business integration provides a way for your customers to use Apple Messages for Business to interact with your agents who are using Genesys Cloud ACD messaging channels.
For more information, see Configure ACD for Apple Messages for Business integrations.
Message rates
Pricing for Apple Messages for Business is based on tokens, where one token = 400 (inbound and outbound) messages. For more information, see Genesys Cloud tokens-based pricing model.
Note: For Apple Messages for Business, using the list picker or the time picker rich media elements in a communication is counted as two messages by Genesys Cloud. The first message is the text with the prompt and the second message is the rich media element - either the list picker or the time picker.
For more information and examples, see Work with list pickers in bot conversations and Work with time pickers in bot conversations.
SMS
are only available in the United States, Canada, France, and United Kingdom. Short codes are only available for purchase in three month increments. Genesys bills for SMS short code subscriptions on a quarterly basis. In addition, when you purchase a short code, you must pay both the setup fee and the first quarterly charge. After payment is received, short codes can take 8–12 weeks to provision.
For more information, see Set up an SMS short code.
Setup costs
SMS short codes have two pricing schemes: Standard rate and Free to End-User (FTEU). Due to differences in current feature availability, short code support varies between Genesys products.
- Genesys Cloud customers can purchase US, Canada, and UK standard rate short codes. (FTEU short codes for Genesys Cloud are coming soon).
- Genesys Engage customers can purchase US and Canada standard rate and FTEU short codes or UK standard rate short codes.
MMS capability
MMS Capability is available in the US with standard short code. MMS capability requires an additional one-time MMS setup fee.
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 625.00 | 687.00 | 812.50 | 875.00 | 437.50 | 500.00 | 1,875.00 | 75,000.00 | 8,875.00 |
Quarterly recurring charges
For the short code program there are two types of leases available to Genesys customers: the Gensys lease and the Customer lease.
Genesys Cloud
- Currently, the only option is for Genesys Cloud customers is the Genesys lease.
Genesys Engage/Genesys PureConnect
- Genesys Engage/Genesys PureConnect customers can choose to use either the Genesys lease or the Customer lease.
Under the Genesys lease, Genesys holds the lease and passes those costs on to you in the quarterly recurring charges.
Under the customer lease, you, the customer, hold the lease and pay the registry directly. Genesys removes those costs from the quarterly recurring charges.
Inbound/outbound message fees
SMS short codes have two pricing schemes: Standard and Free to End-User (FTEU).
- Genesys Cloud customers are limited to standard short codes. (FTEU short codes for Genesys Cloud are coming soon.)
- Genesys Engage customers can choose to use standard short codes or FTEU short codes.
Inbound/outbound MMS fees
Due to differences in current feature availability, MMS support varies between Genesys products.
- Genesys Cloud does not currently support MMS on short codes.
- Genesys Engage customers can receive inbound MMS messages on US standard rate short codes.
When you review the SMS long code pricing tables, recognize that Genesys Cloud categorizes SMS pricing with rate classes. More specifically, instead of assigning each country a part for both inbound and outbound, Genesys uses rate classes. As such, countries that have the same pricing are grouped into the same rate classes. For more information, see What are SMS pricing rate classes?
SMS per message pricing for inbound and outbound starts as low as $0.01 in the United States & Canada. SMS pricing is the same for toll free, local, and mobile.
- Monthly recurring pricing
- 10DLC (10-Digit Long Code) fees and charges - US only
- Inbound/outbound message rates
- Inbound/outbound MMS fees
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Purchase pricing
SMS number purchase pricing is the same for both Genesys Cloud and Genesys Engage customers. SMS long codes are available in both DID or toll-free number formats.
The US Mobile Network Operators (MNOs) has established a new program called 10DLC (10-Digit Long Code) to classify A2P (Application-to-Person) text messaging and create a formal process for allowing 10-Digit phone numbers to be used to send and receive text messages. With this new program MNOs will be implementing Brand and Campaign one-time registration fees and monthly recurring charges per campaign. Genesys will be passing-through Registration and Recurring fees at no markup.
For more information, see Genesys Cloud support of 10DLC.
| Description | Cost |
|---|---|
| Brand Registration One Time Setup Fee | $44.00 |
| Campaign Registration One Time Setup Fee | $50.00 |
| Campaign Monthly Recurring Charge Per Campaign | $10.00 |
Inbound/outbound message rates
Inbound and outbound messages are measured and charged by segments. More specifically, if an SMS message is long, then it gets split into multiple segments and each segment will incur a charge.
Inbound/outbound MMS fees
Due to differences in current feature availability, MMS support varies between Genesys products.
- Genesys Cloud customers can receive inbound MMS messages on US and Canada local numbers.
(Support for inbound MMS messages on toll-free numbers is coming soon.) - Genesys Engage customers can receive inbound MMS messages on US and Canada local and toll-free numbers.
Included allocation
Genesys implements the Genesys Cloud fair use policy for the supported product features across all the license tiers (Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 4, and Genesys Cloud EX), certain add-ons (Digital, WEM, Agent Assist, Work Automation, Agent Copilot, Journey Management, and Speech and Text Analytics), and license types (Named, Concurrent, and in some cases Hourly). Each fair use policy provides an allocation of feature-specific amounts allocated monthly.
For more information, see Genesys Cloud fair use policy.
Genesys implements the Genesys Cloud free allocations for the supported product features across the main license tiers ( Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 4, and Genesys Cloud EX). Each free allocation provides a set number of feature-specific amounts allocated monthly.
For more information, see Genesys Cloud free allocation per organization.
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