Messaging pricing

AI-generated summary

Genesys Cloud provides comprehensive messaging capabilities across multiple platforms including Facebook Messenger, Instagram Direct Messaging, WhatsApp, X Direct Messaging, Apple Messages for Business, and SMS, with pricing structures tailored to organizational needs and usage patterns. The platform operates primarily on a token-based model where one token equals 400 messages, though pricing varies by channel and geography. Facebook Messenger and Instagram Direct Messaging charge $0.15 USD to €0.12 EUR per token, with legacy conversation rates applying to pre-May 2024 contracts. WhatsApp combines Genesys Cloud tokens with WhatsApp conversation-based pricing, transitioning to message-based pricing by July 2025, with free allowances for utility and customer-initiated messages; billing applies only to successfully delivered outbound messages. X Direct Messaging offers four integration tiers with monthly fees ranging from free (200 daily outbound messages) to $3,000 USD (9,000 daily messages). Apple Messages for Business uses token-based pricing with rich media elements counted as two messages each. SMS services provide multiple configuration options including long codes starting at $0.01 per message for US and Canada, short codes available in select countries sold in three-month increments, and bring-your-own options subject to fair use policies. Open messaging uses API calls against fair use allocation rather than per-message costs. Access requires specific licensing tiers from CX 1 Digital Add-on II through CX 4. Recent platform updates include new digital pricing structures, Apple Messages for Business addition, manual SMS processing requirements for 15 countries due to regulatory compliance, and discontinuation of native LINE and X messaging channels. SMS number purchases are no longer available in certain countries, with inbound pricing removed for Guatemala, Ireland, Italy, Norway, and Sweden. The platform has undergone substantial restructuring since 2018, reflecting evolving capabilities and third-party provider changes. Major updates include the addition of multiple messaging channels: Facebook Messenger, Twitter Direct Message, and LINE Messaging (2018); SMS pricing and SMS Short Codes (2020); Instagram Direct Messaging (2021); and 10DLC pricing for SMS long codes (2021). WhatsApp pricing underwent significant restructuring, transitioning from template message usage-based pricing to conversation-based pricing effective February 1, 2022, with further refinement on August 1, 2023, expanding Business Initiated pricing into three categories (Authentication, Utility, and Marketing) and renaming User Initiated pricing to Service conversations. Regional SMS number availability has been adjusted due to carrier support changes and regulatory requirements, with Latvia removed entirely and manual operations designated for countries requiring additional identity documentation. The documentation structure has been reorganized multiple times to improve clarity, including consolidation of SMS pricing into individual articles and removal of the WhatsApp Monthly Recurring Charge section. Platform prerequisites were updated to include Genesys Cloud CX 2 and Genesys Cloud CX 1 with Digital Add On (2022). Twitter references were replaced with X (2023-2024), and a bring-your-own SMS tab linking to the Fair use policy was added (2023). The documentation includes a feedback mechanism allowing users to rate article helpfulness and provide specific reasons for their assessment, with options categorized as either negative (inaccurate, incomplete, outdated content) or positive (answered questions, clear organization, valuable insights). Users can identify their role within the system—including Agent, Administrator, Developer/Engineer, Partner, Supervisor, or Support—and provide contact information via email. The feedback form includes a privacy policy acknowledgment requirement for Genesys Cloud and concludes with suggested related articles covering third-party messaging, SMS messaging functionality, SMS long code and short code management, SMS service cancellation, email pricing, SMS pricing rate classes, and predictive routing pricing and billing information.

Messaging pricing can now be found on the Genesys Cloud pricing hub under Messaging.

Revision historyClick to expand

Modified date (YYYY-MM-DD)	Revision
2026-06-12	Moved Genesys Cloud Voice Pricing to the Genesys Cloud pricing hub.
2026-01-13	Increased social post ingestions from 200 to 400.
2025-11-24	Added details to the Apple Messages for Business section describing how rich media elements in a communication are counted as two messages by Genesys Cloud.
2025-09-22	Added Apple Messages for Business.
2025-07-07	Added messaging rates and designated conversation-based pricing as legacy.
2025-06-16	Added new digital pricing for inbound & outbound SMS long codes.
2025-03-17	Added X (formerly 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 CX 2 and Genesys Cloud CX 1 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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