Add a bundle of digital channels to your subscription

Upgrade your subscription to include extra digital channels. Genesys offers upgrades that allow individual users to gain access to digital channels included in Genesys Cloud CX 2 and Genesys Cloud CX 3. 

You can add access to email, chat, and all messaging channels (Genesys Cloud web messaging, third-party messaging, SMS messaging, and open messaging) with Genesys Cloud CX 1 Digital Add-on II.

To upgrade to new channels, an administrator first applies the capabilities to their organization through a subscription upgrade, then assigns the upgrade to the users who handle the new channels.

To add digital channels to your subscription, perform these steps:

1. Navigate to the Genesys AppFoundry.
2. Search for Digital Messaging Channels and Capabilities.
3. Click the card and follow the instructions.

Access to SMS & messaging

• If you acquired a Genesys Cloud CX 2 subscription after February, 2022, then you have access to SMS and messaging by default. 
• Genesys Cloud CX 2 users who do not have access to SMS and messaging can activate the SMS & Messaging add-on.
  Note: SMS and social messaging have usage-based charges and therefore usage of these capabilities generate billable charges.
• Indirect customers can work with their partner to activate SMS & Messaging. The partner must submit a zero dollar upgrade for Genesys Cloud CX 2 Digital. When the order is processed, these capabilities are immediately enabled in the customer’s org.

While Genesys Cloud sets up your service and updates your billing, a progress spinner appears. When the process completes, your new services are ready to apply to users. For more information, see Assign roles, divisions, licenses, and add-ons.