Messaging pricing

PrerequisitesClick to expand

Third-party messaging, SMS long code, and SMS short code messaging allow Genesys Cloud or Genesys Engage agents to respond to interactions from several messaging platforms. Pricing for the various messaging services appears in this article.

Note: Open messaging does not have a per message cost. However, because open messaging uses API calls, it does count against the fair use API allocation. For more information, see About open messaging and Genesys Cloud fair use policy.

Genesys Cloud supports messaging with Facebook Messenger, Instagram Direct Messaging, WhatsApp, and X (formally Twitter) Direct Messaging. See the following sections for pricing details.

Facebook MessengerClick to expand

Message rates (current rates)

Pricing for Facebook Messenger is based on tokens, where one token = 200 (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	$0.21	£0.11	€0.12	R$ 0.45	¥18.000	R2.13

Instagram Direct MessagingClick to expand

Message rates (current rates)

Pricing for Instagram Direct Messaging isbased on tokens, where one token = 200 (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	$0.21	£0.11	€0.12	R$ 0.45	¥18.000	R2.13

WhatsAppClick to expand

Pricing for WhatsApp messaging (WhatsApp Messenger and WhatsApp Template Messaging) has two components: Genesys Cloud pricing and WhatsApp per message based.

1 — Genesys Cloud pricing

Message rates (current rates)

Pricing for WhatsApp messaging isbased on tokens, where one token = 200 (inbound and outbound) messages. For more information, see Genesys Cloud tokens-based pricing model.

Genesys Cloud Conversation-based pricing (legacy rates)

USD	CAD	AUD	NZD	GBP	EUR	BRL	JPY	ZAR
$0.15	$0.16	$0.19	$0.21	£0.11	€0.12	R$ 0.45	¥18.000	R2.13

2 – WhatsApp per message based pricing

Effective June 1, 2023, WhatsApp activated their 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-Through
  Note: 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:
- Pricing on the WhatsApp Business Platform
- Template categorization guidelines
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.

X (formally Twitter) Direct MessagingClick to expand

Message rates (current rates)

Pricing for X (formally Twitter) Direct Messaging isbased on tokens, where one token = 200 (inbound and outbound) messages. For more information, see Genesys Cloud tokens-based pricing model.

Notes:

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.

Channel integration packages and fees

Genesys Cloud offers four X (Twitter) channel integration packages - each with a different message send limit and monthly fee.

The Small package 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 package fees

USD	CAD	AUD	NZD	GBP	EUR	BRL	JPY	ZAR
$750	$825	$975	$1,050	£525	€600	R$3,000	¥90,000	R10,650

Notes:

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). To upgrade to a larger package, you must contact Customer Care.
You can use an API to view your X (formally Twitter) Direct Messaging outer limit as described in the Messaging section of the Developer Center Limits page.

The Medium package 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 package fees

USD	CAD	AUD	NZD	GBP	EUR	BRL	JPY	ZAR
$1,500	$1,650	$1,950	$2,100	£1,050	€1,200	R$6,000	¥180,000	R21,300

Notes:

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. To upgrade to a larger package, you must contact Customer Care.
You can use an API to view your X (formally Twitter) Direct Messaging outer limit as described in the Messaging section of the Developer Center Limits page.

The Large package 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 package fees

USD	CAD	AUD	NZD	GBP	EUR	BRL	JPY	ZAR
$3,000	$3,300	$3,900	$4,200	£2,100	€2,400	R$12,000	¥360,000	R42,600

Notes:

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.
You can use an API to view your X (formally Twitter) Direct Messaging outer limit as described in the Messaging section of the Developer Center Limits page.

Revision historyClick to expand

Modified date (YYYY-MM-DD)	Revision
2025-06-16	Added new digital pricing for inbound & outbound SMS long codes.
2025-03-17	Added X (formally Twitter) Direct Message pricing.
2024-04-22	On April 24, 2024, Genesys discontinued support for the native LINE third-party messaging channel. Removed pricing information for LINE messaging. For more information, see Deprecation: Native LINE third-party messaging channel.
2024-04-11	On April 11, 2024, Genesys discontinued support for the native X (formerly Twitter) third-party messaging channel. Removed pricing information for X (formerly Twitter) messaging. For more information, see Deprecation: Native X (formerly Twitter) third-party messaging channel.
2024-02-07	Effective January 5, 2024, Genesys removed the WhatsApp Monthly Recurring Charge pricing per WhatsApp integration for all Genesys Cloud CX customers. Invoices no longer include these charges. There are no changes to other WhatsApp pricing components. To reflect this change, Genesys removed the WhatsApp Monthly Recurring Charge pricing section.
2024-02-01	Replaced instances of Twitter to X (formerly Twitter).
2023-10-25	Added a tab for BYO SMS that links to the Genesys Cloud Fair use policy article.
2023-10-04	Reorganized the WhatsApp pricing layout to improve understanding of the three component pricing scheme.
2023-08-01	Updated WhatsApp Conversation-Based pricing details to reflect the new pricing instituted by WhatsApp on June 1, 2023. This change expanded Business Initiated pricing into three categories (Authentication, Utility, and Marketing), renamed User Initiated pricing to Service conversations and created new price points for each of the new categories.
2023-06-07	Removed Coming soon flag from Instagram Direct Messaging.
2022-02-23	Added Genesys Cloud CX2 and Genesys Cloud CX1 with Digital Add On to the Prerequisites section.
2022-02-01	WhatsApp changed their pricing model. WhatsApp removed Template Message usage-based pricing and replaced it with conversation-based pricing. Genesys updated its invoicing methods to pass-through WhatsApp’s new user initiated and business initiated conversation model billing and removed costs related to using template messages.
2021-12-08	Added an announcement that WhatsApp is changing their pricing model effective February 1, 2022. WhatsApp is removing Template Message usage-based pricing and replacing it with conversation-based pricing. On this date, Genesys will update its invoicing to pass-through WhatsApp’s new conversation model billing.
2021-11-17	Added pricing for Instagram Direct Messaging as a Coming soon feature to the Third-party messaging pricing tab.
2021-09-20	Added 10DLC pricing table to the SMS long code pricing tab.
2021-05-05	Renamed article from ACD messaging and SMS pricing to Messaging pricing. Reorganized the article layout. Pricing content did not change.
2021-01-06	Moved each of the SMS pricing and SMS short code pricing tables into individual articles. Added information and pricing for Genesys Engage customers. Added information and pricing for inbound MMS on SMS short codes.
2020-12-01	Removed Latvia from the SMS pricing > Number purchase pricing tables – Carriers no longer support Latvian SMS numbers. Removed Latvia inbound per message price from the SMS pricing > Inbound/Outbound message fees tables.
2020-11-18	Added the purchase of SMS numbers in Italy as a beta program to the Number purchase pricing tables. Fixed display issues in some of the SMS pricing > Inbound/outbound message fees tables.
2020-02-19	Added pricing for SMS Short Codes.
2020-02-12	Removed Guatemala, Ireland, Italy, Norway, and Sweden from the SMS Number purchase pricing tables. (Can no longer purchase SMS numbers in those countries.) Removed Inbound pricing for Guatemala, Ireland, Italy, Norway, and Sweden from the Inbound/Outbound message pricing tables. Designated the purchase of SMS numbers in the following countries as a manual operation due to changes in regulations requiring additional identity documentation: Australia, Austria, Czech Republic, Estonia, France, Germany, Hong Kong, Hungary, Lithuania, Malaysia, Poland, Portugal, Singapore, Spain, Switzerland.
2019-10-30	Added WhatsApp pricing.
2018-12-26	Decreased ACD messaging channel conversation rates.
2018-09-12	Added Facebook Messenger, Twitter Direct Message, and LINE Messaging pricing.
2018-02-28	Added article with SMS pricing.

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