Event pricing for Predictive Engagement and digital user tracking
Prerequisites
- For information on Predictive Engagement permissions and license requirements, see Predictive Engagement permissions and prerequisites.
- For information on Digital user tracking permissions and license requirements, see Digital user tracking prerequisites and permissions.
Genesys Cloud subscriptions include access to digital user tracking and Predictive Engagement. Your pricing plan depends on your contract.
Genesys Cloud AI Experience Customers
Genesys Predictive Engagement and digital user tracking are offered free of charge and do not consume any AI Experience tokens. Customers who onboarded in May 2024 and later now have access to Genesys AI and the AI Experience tokens by default. For more information, see AI Experience tokens metering and pricing.
À la carte/Add-on SKU Predictive Engagement Customers
Charges for Predictive Engagement à la carte/add-on SKUs 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 can request a contract amendment to transition to Genesys Cloud AI Experience anytime or you will automatically be transitioned upon your renewal to benefit from free events.
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 |
- 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.
| 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. |
