Genesys Cloud free allocation per organization

Genesys offers all customers free allocations per organization for the following product features:

• Wallboards
• AI tokens
• Rule-based decisions
• Case Management

Genesys implements the Genesys Cloud free allocations for the supported product features across the main license tiers ( Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 4, and Genesys Cloud EX).  Each free allocation provides a set number of feature-specific amounts allocated monthly.

Wallboard accounts

Genesys offers a free allocation of one wallboard account per organization. This allows you to display a dashboard without having to pay for and use a full Genesys Cloud license.

You can create additional wallboard accounts and will be billed on a monthly basis for each additional wall board account.

For more information, see Create a wallboard account and Add a wallboard account to your subscription.

AI tokens

Genesys offers a free allocation of AI tokens per organization per month:

• Organizations with a Named license type have a free allocation of 250 AI tokens per month.
• Organizations with a Concurrent license type have a free allocation of 350 AI tokens per month.

You can purchase additional tokens.

For more information, see Genesys Cloud tokens-based model.

Rule-based decisions 

Genesys Cloud rule-based decisions enable you to define, manage, and execute business rules through structured conditions and corresponding outcomes. Creating rules to arrive at decisions allows the decision making process to be repeatable, predictable, and scalable to stay in line with business requirements. Rule-based decisions allow you to create and run decision tables in Architect flows and APIs.

• Each organization receives 50,000 free rule executions per month.
• Customers may use rule-based decisions up to the allocated number of rule executions per Genesys Cloud organization without incurring usage charges. The allocation is defined at the organization level (not per user) and is subject to change. 
• All executions done using both Architect flows and APIs are counted for billing calculation. Similarly, execution of both draft and published decision tables are counted for billing calculation.
• Any usage beyond the allocated amount is billed based on pricing details.

For more information, see Rule-based decisions overview.

Case Management

Genesys offers a free allocation of  150 cases per organization per month. A case is made up of multiple workitems that can span across multiple queues for the duration of the operation of  the case. Once all the workitems in a case are are completed, the case is closed. You can use up to 150 cases per organization, per month without charge.

Genesys provides you with a way to track the total number of cases created per month. If you exceed the number of free allocated cases for your organization, you are billed an overage charge for all cases over the free allocation total for that month.

For more information, see Case Management overview.

Overage charges

If your organization exceeds your case allocation in a given month, you are billed per message for each case over your allocation amount.

Track case usage

You can track your case usage on the Billing & Usage page. For more information, see View your billing and usage summary.

Invoice

Any overage charge for Case Management cases appears on your Genesys Cloud invoice as GC-170-NV-CASEMGMT.