Event pricing for Predictive Engagement and digital user tracking

PrerequisitesClick to expand

Genesys Cloud subscriptions include access to digital user tracking and Predictive Engagement. Your pricing plan depends on whether you are a new customer or an existing customer with an ongoing contract.

New Customers

Customers who onboarded in May 2024 and later now have access to Genesys AI and the AI Experience tokens by default. Genesys Predictive Engagement and digital user tracking are offered free of charge and do not consume any AI Experience tokens. For more information, see AI Experience tokens metering and pricing.

Existing Customers

For existing customers, charges for Predictive Engagement are per event for both mobile and web events. While Predictive Engagement remains free of charge, it consumes web and mobile events to power customer engagement features. If you currently have the deprecated AI Experience Bundle or paying for events, you will be transitioned to Genesys Cloud AI Experience to benefit from free events upon your renewal. 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

Notes:

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.

Revision historyClick to expand

Modified date (YYYY-MM-DD)	Revision
2025-12-08	Added information about digital user tracking pricing and updated information on Predictive Engagement pricing.
2025-10-28	Removed informational bullet point about volume discount contact information and replaced it with the final bullet point in the section.
2024-07-11	Updated the page with old pricing information as a new section.
2024-07-01	Removed pricing related information and included a link to the AI tokens page.
2023-12-19	Added mobile event pricing information.
2023-03-10	Changed procedure to add Predictive Engagement web events.
2020-04-24	Added pricing updates in the Charges for Predictive Engagement table.
2020-04-01	Changed “Genesys Advisor” references to “Customer Success Manager”.
2020-02-26	Under Notes, added item for existing direct customers.

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