Genesys Cloud tokens-based pricing model
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. These tokens renew each month and do not carry over to future months.
Order Genesys Cloud AI Experience
is a collection of products that bring together multiple artificial intelligence (AI) disciplines in a single platform to personalize, refine, and establish advanced customer and employee experiences. For more information, see Genesys Cloud AI.
New customers have access to Genesys Cloud AI and the Genesys Cloud AI Experience tokens by default. For existing customers, order tokens via AppFoundry or speak with your Genesys representative. If you currently have the deprecated AI Experience Bundle or deprecated discrete Genesys Cloud AI products, Genesys will remove these products upon your renewal. To move to the AI Experience tokens sooner, contact your Genesys representative.
Provisioned Genesys Cloud AI Experience products
The Genesys Cloud AI products that are available to each org depend on the base license type. This table describes provisioned Genesys Cloud AI products.
| Genesys Cloud product | Genesys Cloud CX1 | Genesys Cloud CX1 Digital Add-on II | Genesys Cloud CX2 | Genesys Cloud CX2 Digital | Genesys Cloud CX3 | Genesys Cloud CX3 Digital | Genesys Cloud CX4 |
|---|---|---|---|---|---|---|---|
| Agent Copilot | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| AI Scoring | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| AI Translate | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| AI Summary and Insights | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Bots (Voice) | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Bots (Digital) | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | |
| Facebook Messenger | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | |
| Instagram Messaging | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | |
| Predictive Engagement | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | |
| Predictive routing | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Social Listening | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | |
| Speech and Text Analytics | ✓ | ✓ | ✓ | ✓ | |||
| Virtual Agent* | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Agentic Virtual Agent / AI Guides | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| X (formerly Twitter) Direct Messaging | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | |
| WhatsApp Messaging | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
Genesys Cloud AI Experience metering details
This table describes the Genesys Cloud AI product’s raw meter and how many tokens are consumed.
| Genesys Cloud product | Units per token |
|---|---|
| Bots (Voice) | 17 minutes. For more information, see Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows pricing overview. |
| Bots (Digital) | 51 sessions. For more information, see Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows pricing overview. |
| Agent Copilot [concurrent] | One user requires 60 tokens |
| Agent Copilot [named] | One user requires 40 tokens |
| AI Scoring | 20 evaluations scored with AI scoring per token |
| AI Translate | Two translations per token |
| AI Summary and Insights | 50 AI summary and insights per token |
| Facebook Messenger† | 200 total inbound and outbound messages per channel |
| Instagram Direct Messaging† | 200 total inbound and outbound messages per channel |
| Predictive Engagement | 4000 events. For more information, see Predictive Engagement event pricing. |
| Predictive routing | 17 routes. One token is consumed for every 17 interactions routed with predictive routing. For more information, see Predictive routing overview. |
| Genesys Cloud Social | 200 social post ingestions per channel. For more information about integration pricing, see Messaging pricing. |
| Social Post Responses (Public) | 200 outbound messages per channel. For more information about integration pricing, see Messaging pricing. |
| Social Post Responses (Private) | 200 outbound messages per channel . For more details on integration pricing, see Messaging pricing. |
| Speech and Text Analytics [named] | One user requires 30 tokens |
| Speech and Text Analytics [concurrent] | One user requires 45 tokens |
| Virtual Agent | Two Virtual Agent sessions per token* |
| Agentic Virtual Agent / AI Guides | Genesys will not charge customers for guide creation in Agentic Virtual Agent before August 28, 2025. Also, interactions with Agentic Virtual Agent will be charged at the Virtual Agent token rate (two interactions per token) until August 28, 2025. Effective August 28, 2025, the following pricing applies:
An interaction is defined in accordance with existing Genesys Cloud token-based pricing. A guide created is defined as the event when a customer selects the Create Guide button in the AI Studio to generate a new guide. |
| X (formerly Twitter) Direct Messaging | 200 messages Additional charges apply for X integrations. For more information, see Messaging pricing. Note: Customers can use Genesys Cloud Social without any token consumption or integration costs until May 16, 2025. Genesys anticipates consumption to begin on that date. This timing is subject to confirmation and Genesys will provide updates as they become available. |
| WhatsApp Messaging† | 200 messages Additional charges apply for WhatsApp. For more information, see Messaging pricing. |
† For Facebook, Instagram, and WhatsApp: If the organization has not moved to the Genesys Cloud AI Experience token pricing, then legacy, conversation-based pricing applies. Additional charges apply for X integrations. For more information, see Messaging pricing.
Free token allocation
Each Genesys Cloud organization gets a free allocation of tokens every month. This table describes token allocation.
| Free tokens allocated per month | |
|---|---|
| For each named org | 250 tokens |
| For each concurrent org | 350 tokens |
Token pricing
If you have questions about pricing, contact your Genesys representative.
| Charge type | USD | CAD | AUD | EUR | GBP | YEN | NZD | BRL | ZAR |
|---|---|---|---|---|---|---|---|---|---|
Month-to-month | 1.00 | 1.10 | 1.30 | 0.800 | 0.700 | 120 | 1.40 | 4.0 | 14.2 |
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