Genesys Cloud – Genesys Cloud digital channels pricing updates
| Type | Impact | Action required | Audience | Community link | Aha! link | Announced on (YYYY-MM-DD) | Planned effective date (YYYY-MM-DD) |
|---|---|---|---|---|---|---|---|
| Platform | — | — | — | — | — | 2025-04-16 | 2025-06-23 |
In a future release, Genesys Cloud will introduce a new pricing model for digital channels, including social messaging (SMS/MMS, BYO SMS), and agentless outbound campaign emails. For social messaging, this update replaces the previous conversation-based pricing with a message-based pricing structure that uses Genesys Cloud AI Experience tokens. For SMS/MMS, BYO SMS, and agentless outbound campaign emails, this update introduces a five-tier, usage-based pricing model.
By introducing volume-based tiers and aligning rates with market conditions, Genesys aims to provide greater clarity and fairness, especially as usage scales. The new structure also simplifies invoicing and makes it easier for customers to understand their digital channel costs.
- Transparent – Genesys is committed to clear, informative pricing. This new model ensures that you know exactly how digital products are measured and billed.
- Competitive – Genesys Cloud pricing aligns with current market standards, offering better value and flexibility to meet your business needs.
- Simple – The pricing structure is more intuitive, predictable, and easier to understand across all digital channels.
- Five-tier pricing model – Pricing for eligible digital channels will follow a tiered structure based on usage volume. Higher usage levels will benefit from lower unit pricing.
- Social direct messages (DMs) – Pricing will shift from per-conversation to per-message, using a token-based system. This change reduces costs by approximately 63% compared with the current model.
- SMS and BYO SMS – Genesys will change the current variable rates that depend on country, message direction, and number type to better align with market pricing.
- Outbound campaign emails – Now included in the tiered pricing model.
- Volume-based discounts – Discounts will be available for committed usage volumes of SMS and agentless outbound emails, supporting cost efficiency at scale.
The following digital channels are not affected by this update. These exclusions are intentional and consistent with our overall pricing strategy.
- Open Messaging
- Web Messaging
- Co-browsing
- Video
Why is Genesys updating digital pricing?
Genesys is updating pricing to ensure that it remains transparent, competitive, and simple. A key benefit includes lower pricing for direct messaging.
What are the main changes in digital pricing?
- Social Direct Messages (DMs): Genesys will move from per-conversation to per-message billing using tokens (one token = 200 messages).
- SMS/BYO SMS: SMS pricing has been restructured to reflect current market standards, including updated rate classes.
Is email pricing changing?
No, the base email pricing remains the same. However, new volume-based discount tiers are being introduced to better align with our other digital channels.
What changes with social DM pricing?
Genesys will shift social DM pricing from conversation-based to per-message billing, using a token-based system:
- One token = 200 messages
Which platforms are affected?
All third-party messaging platforms are included (WhatsApp, X (Twitter), Facebook, and Instagram). WhatsApp and X have extra costs. For more information, see the Social messaging pricing guide.
How do I move to the new DM pricing model?
- Current customers with tokens – You will automatically move to the new pricing model.
- Customers without tokens – You will remain on conversation-based pricing until you add tokens via an account amendment.
- Direct customers – Add tokens via the AppFoundry Portal or contact your Genesys Cloud Account Team.
- Indirect customers – Contact your Genesys Cloud sales representative or account manager.
What’s changing with native SMS/MMS pricing?
Genesys will align SMS/MMS pricing with current market standards. Key updates include:
- Adjusted pricing for existing SMS rate classes.
- New rate classes and price points.
- Reclassification of countries into appropriate rate tiers.
- Volume discounts based on message type, direction (inbound/outbound), and number type (short code, long code, toll-free). For example: Companies sending high-volume outbound messages via toll-free numbers can now qualify for discounts with a usage commitment.
For more information, see the Message pricing.
What’s changing with BYO SMS/MMS pricing?
BYO SMS continues to use a fair use model, offering message segment allocations based on license type (CX1–CX4). While allocations and overage pricing remain unchanged, Genesys will now add volume discount options for usage beyond the included segments. To add a commitment, contact your Genesys Cloud account manager.
For more information, see the BYO SMS section in the Genesys Cloud Fair Use Policy article.
How do AI Experience tokens work?
Tokens provide a flexible and scalable way to consume Genesys Cloud AI and digital services. As you use AI and digital capabilities, tokens are consumed based on usage, offering better control and adaptability for your business.
For more information about how tokens are used to consume AI and digital capabilities see, Genesys Cloud AI Experience tokens metering and pricing.
Where can I find more information?
Explore detailed pricing guides through our official resources:
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