Genesys Cloud tokens model

AI-generated summary

Genesys Cloud offers a token-based consumption model for its AI Experience products, providing flexible pricing aligned with actual usage across a comprehensive suite of AI-powered capabilities. The platform combines multiple AI disciplines to enhance both customer and employee experiences, with new customers receiving default token access and existing customers able to order through AppFoundry or their Genesys representative. All AI Experience products require a qualifying license from the Genesys Cloud CX portfolio (CX 1 through CX 4, with optional Digital and add-on combinations). The product portfolio includes Agent Copilot, AI Scoring, AI Translate, AI and Insights, Voice and Digital Bots, Virtual Agent, Agentic Virtual Agent, Predictive Engagement, Predictive Routing, Genesys Cloud Copilot, Social Listening, Speech and Text Analytics, and direct messaging channels (Apple Messages for Business, Facebook Messenger, Instagram, WhatsApp, and X). Token consumption rates vary significantly by product type and usage pattern. Voice Bots consume 1 token per 17 minutes (rounded to 15-second increments), Digital Bots consume 1 token per 51 sessions, and Virtual Agent interactions consume 0.5 tokens per interaction. Agentic Virtual Agent requires 1.2 tokens per interaction, while Agent Copilot demands 60 tokens per concurrent user or 40 tokens per named user. Additional capabilities include AI Scoring (20 evaluations per token), AI Translate (2 translations per token), AI and Insights (50 per token, with no consumption when used alongside Agent Copilot), messaging channels (400 inbound or outbound messages per token), Social Listening (400 social posts per channel per token), Predictive Routing (1 token per 17 routed interactions), and Speech and Text Analytics (30 tokens per named user or 45 tokens per concurrent user). Genesys Cloud Copilot allows 20 AI actions per token with no charge for knowledge queries, while Predictive Engagement and Genesys Cloud AI Experience Orchestration incur no token charges. Tokens renew monthly without carryover and appear on invoices based on actual usage. Organizations receive a monthly free token allocation of 250 tokens per named organization or 350 tokens per concurrent organization. When interactions utilize multiple AI resources, billing charges are based on the highest-tier resource consumed during that interaction. An interaction is defined as a single channel exchange contained within a billing ID and delimited by specific end interaction events. Deprecated AI Experience Bundles and discrete products will be removed upon renewal, with detailed pricing information available through the Genesys Cloud pricing hub and Genesys representatives

PrerequisitesClick to expand

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.

Tip: Genesys Cloud includes other AI-powered capabilities that compliment platform features, such as Genesys Cloud AI Experience Orchestration. These products do not consume Genesys Cloud AI Experience tokens. For a comprehensive guide to all Genesys Cloud product offerings, including those that consume tokens and those that do not, see .

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.

License requirements for Genesys Cloud AI Experience products

Each Genesys Cloud AI Experience product requires a qualifying license. This table shows which licenses and license-plus-add-on combinations allow you to use each product. A checkmark means the license qualifies you to use that product; it does not mean the product is included at no additional cost. For information about how each product consumes tokens, see the Genesys Cloud AI Experience metering details table.

Genesys Cloud product	Genesys Cloud CX 1	Genesys Cloud CX 1 Digital Add-on II	Genesys Cloud CX 1 WEM Add-on II	Genesys Cloud CX 2	Genesys Cloud CX 2 Digital	Genesys Cloud CX 3	Genesys Cloud CX 3 Digital	Genesys Cloud CX 4
Agent Copilot	✓	✓	✓	✓	✓	✓	✓	✓
AI Scoring		✓	✓	✓	✓	✓	✓	✓
AI Translate	✓	✓	✓	✓	✓	✓	✓	✓
AI Summary and Insights	✓	✓	✓	✓	✓	✓	✓	✓
Apple Messages for Business		✓		✓	✓	✓	✓	✓
Bots (Voice)	✓	✓	✓	✓	✓	✓	✓	✓
Bots (Digital)		✓	✓	✓	✓	✓	✓	✓
Facebook Messenger		✓		✓	✓	✓	✓	✓
Instagram Direct Messaging		✓		✓	✓	✓	✓	✓
Predictive Engagement		✓	✓	✓	✓	✓	✓	✓
Predictive routing	✓	✓	✓	✓	✓	✓	✓	✓
Genesys Cloud Social Listening		✓	✓		✓	✓	✓	✓
Speech and Text Analytics Add On	✓	✓		✓	✓	✓
Virtual Agent*	✓	✓	✓	✓	✓	✓	✓	✓
Agentic Virtual Agent	✓	✓	✓	✓	✓	✓	✓	✓
X (formerly Twitter) Direct Messaging		✓	✓	✓	✓	✓	✓	✓
WhatsApp Messaging		✓	✓		✓	✓	✓	✓
Genesys Cloud Copilot	✓	✓	✓	✓	✓	✓	✓	✓

Genesys Cloud AI Experience metering details

This table describes the Genesys Cloud AI product’s raw meter and how many tokens are consumed.

Note: Direct Messaging (DM) channels include inbound and outbound messages. Social Responses messages include outbound messages only.

Genesys Cloud product	Units per token
Bots (Voice)	17 minutes per token. Genesys rounds up each call to the next 15-second increment. The total number of rounded up calls determines the minutes per token. For more information, see the AI section of the Genesys Cloud pricing hub.
Bots (Digital)	51 sessions per token. For more information, see the AI section of the Genesys Cloud pricing hub.
Virtual Agent	0.5 tokens per interaction. For more information, see Virtual Agent interactions explained* An interaction is defined in accordance with existing Genesys Cloud token-based pricing.
Agentic Virtual Agent	1.2 tokens per interaction. For more information, see Virtual Agent interactions explained* An interaction is defined in accordance with existing Genesys Cloud token-based pricing.
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 summaries/insights per token. However, if you enable Agent Copilot simultaneously, then Supervisor Copilot summaries and insights do not consume tokens and instead rely on Agent Copilot functionality.
Apple Messages for Business	400 inbound or outbound messages per token.
Facebook Messenger†	400 inbound or outbound messages per token.
Instagram Direct Messaging†	400 inbound or outbound messages per token.
WhatsApp Messaging†	400 inbound or outbound messages per token. Other charges apply for WhatsApp. For more information, see the Messaging section of the Genesys Cloud pricing hub.
X (formerly Twitter) Direct Messaging	400 inbound or outbound messages per token. Other charges apply for X integrations. For more information, see the Messaging section of the Genesys Cloud pricing hub.
Genesys Cloud Social	400 social post ingestions per channel per token. For more information, see the Messaging section of the Genesys Cloud pricing hub.
Social Post Responses	400 outbound messages per channel per token.
Predictive Engagement	No charge for token usage. For more information, see Can I use digital user tracking at no additional cost? and Predictive Engagement and digital user tracking.
Predictive routing	17 routes per token. One token is consumed for every 17 interactions routed with predictive routing. For more information, see Predictive routing overview.
Speech and Text Analytics [named]	One user requires 30 tokens
Speech and Text Analytics [concurrent]	One user requires 45 tokens
Genesys Cloud Copilot	20 AI actions per token, no charge for Genesys Cloud knowledge queries. For more information, see Genesys Cloud Copilot AI actions overview.

† 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. Other charges apply for X integrations. For more information, see Messaging in the Genesys Cloud pricing hub.

Virtual Agent interactions explained

A single interaction on any channel and of any length is contained by a billing ID and is delimited by end interaction events. Billing IDs can contain multiple end interaction events; for example, when Genesys Cloud transfers interactions between inbound flows and Virtual Agent flows. When an appropriate action ends the interaction and transfers can no longer occur, then Genesys Cloud billing for the interaction also ends.

The following section describes actions that trigger end interaction events.

* Actions that trigger end interaction eventsClick to expand

Exit action in flow (return calling flow)
Disconnect action in the flow
Disconnect when the participant hangs up the phone
Disconnect via a Transfer to ACD action
Exit or disconnect handling for an unexpected error
Exit or disconnect handing for a recognition failure (continuous no matches or no inputs)
Exit or disconnect handling for Max No Input override (if set, overrides recognition failure settings)
Exit handling for agent escalation
Digital expiry after inactivity (72-hour async timeout)

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

AI resource consumption billing scenarios

In cases where an interaction uses multiple AI resources, such as bot flows, virtual agents, and agentic virtual agents, Genesys bases charges on the highest tier (price) resource that Genesys Cloud uses during the interaction. For more information, see AI resource consumption billing scenarios.

Token pricing

For more information about pricing, see the AI section of theGenesys Cloud pricing hub. If you have questions about pricing, contact your Genesys representative. 

Revision historyClick to expand

Modified date (YYYY-MM-DD)	Revision
2026-07-12	Clarified rounding guidelines for voice bots.
2026-06-01	Reclassified Agentic Virtual Agents (powered by Guides) as Virtual Agents. Added new Agentic Virtual Agent offering (powered by LAMs) and updated token consumption. Clarified interaction vs. session outside of digital bot flows. Removed AI guides, as they no longer incur tokens charges.
2026-05-25	Replaced pricing with link to Genesys Cloud pricing hub.
2026-01-13	Under Genesys Cloud AI Experience metering details: Genesys Cloud Social row: Increase social post ingestions from 200 to 400. Social Post Responses row: Increase outbound messages per channel from 200 to 400.
2025-12-15	Updated direct messaging and Predictive Engagement token billing.
2025-09-05	Removed reference to no charges before August 25, 2025 for Agent Virtual Agent / Virtual Guides.
2025-06-06	Made revisions for the deprecation and end of sale of Agent Assist via AI tokens
2025-04-11	Updated Genesys Agent Copilot and Speech and Text Analytics license availability.
2025-03-17	Added Social Listening and X (formerly Twitter) to Provisioned Genesys Cloud AI Experience products. Added Genesys Cloud Social, Social Post Responses, and X (formerly Twitter) Messaging to Genesys Cloud AI Experience metering details.
2025-01-22	Removed this note from Virtual Agent under Genesys Cloud AI Experience metering details: Genesys will not charge tokens for your use of Virtual Agent until December 16, 2024. On December 15, 2024, Genesys will charge one token for every two sessions.
2024-09-17	Add link to Agent Assist token consumption guidance article.
2024-08-10	Updated branding from Genesys AI to Genesys Cloud AI.
2024-04-10	Article published.

[NEXT] Was this article helpful?

Get user feedback about articles.