Prerequisites

  • Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital license

Third-party messaging, SMS long code, and SMS short code messaging allow Genesys Cloud or Genesys Engage agents to respond to interactions from a number of messaging platforms. Pricing for the various messaging services appears in this article. 

Note: Open messaging does not have a per message cost. However, because open messaging uses API calls, it does count against the fair use API  allocation. For more information, see About open messaging and Genesys Cloud fair use policy.

Feature deprecation: Native LINE third-party messaging channel. For more information, see Deprecation: Native LINE third-party messaging channel.

Genesys Cloud supports messaging with Facebook Messenger, Twitter Direct Message, Instagram Direct Messaging, LINE Messaging, and WhatsApp. See the following sections for pricing details.

Conversation rates

Pricing for Facebook Messenger is per conversation. For more information, see Pricing per conversation explained.

USD CAD AUD NZD GBP EUR BRL JPY ZAR
$0.15 $0.16 $0.19 $0.21 £0.11 €0.12 R$ 0.45 ¥18.000 R2.13

Conversation rates

Pricing for X (formerly Twitter) Direct Message is per conversation. For more information, see Pricing per conversation explained.

USD CAD AUD NZD GBP EUR BRL JPY ZAR
$0.15 $0.16 $0.19 $0.21 £0.11 €0.12 R$ 0.45 ¥18.000 R2.13

Conversation rates

Pricing for Instagram Direct Messaging is per conversation. For more information, see Pricing per conversation explained.

USD CAD AUD NZD GBP EUR BRL JPY ZAR
$0.15 $0.16 $0.19 $0.21 £0.11 €0.12 R$ 0.45 ¥18.000 R2.13

Conversation rates

Pricing for LINE Messaging is per conversation. For more information, see Pricing per conversation explained.

USD CAD AUD NZD GBP EUR BRL JPY ZAR
$0.15 $0.16 $0.19 $0.21 £0.11 €0.12 R$ 0.45 ¥18.000 R2.13

Pricing for WhatsApp messaging (WhatsApp Messenger and WhatsApp Template Messaging) has two components: Genesys Cloud conversation-based and WhatsApp conversation-based described as follows:

1 – Genesys Cloud conversation-based pricing

For more information, see Pricing per conversation explained. 

USD CAD AUD NZD GBP EUR BRL JPY ZAR
$0.15 $0.16 $0.19 $0.21 £0.11 €0.12 R$ 0.45 ¥18.000 R2.13
 

2 – WhatsApp conversation-based pricing

Effective June 1, 2023 WhatsApp activated their new conversation-based pricing model. The WhatsApp conversation-based pricing model has two components: Business-initiated and User-initiated and are described as follows:

Business-initiated conversations

WhatsApp identifies Business-initiated conversations by the category assigned to the template used during the conversation. There are three categories of business-initiated conversations:

    • Authentication
    • Utility
    • Marketing

For more information, see the Meta for Developers Template Categorization article.

User-initiated conversations

There is one category for user-initiated conversations:

    • Service

Genesys Cloud invoicing for WhatsApp

WhatsApp charges conversation-based fees for the use of WhatsApp’s Business API. Genesys performs a direct pass-through of these charges to your monthly invoice. These charges appear on your Genesys Cloud invoice as:

    • WhatsApp Utility Conversation Pass-Through
    • WhatsApp Marketing Conversation Pass-Through
    • WhatsApp Authentication Conversation Pass-Through
    • WhatsApp Service Conversation Pass-Through

For more information, see the Meta for Developers Conversation-Based Pricing article.

When you review the SMS long code pricing tables, recognize that Genesys Cloud categorizes SMS pricing with rate classes. More specifically, instead of assigning each country a part for both inbound and outbound, Genesys uses rate classes. As such, countries that have the same pricing are grouped into the same rate classes. For more information, see What are SMS pricing rate classes?.

SMS per message pricing for inbound and outbound starts as low as $0.01 in the United States & Canada. SMS pricing is the same for toll free, local, and mobile.

Short codes are only available in the United States, Canada, France, and United Kingdom. Short codes are only available for purchase in 3 month increments. Genesys bills for SMS short code subscriptions on a quarterly basis. In addition, when you purchase a short code, you must pay both the setup fee and the first quarterly charge. After payment is received, short codes can take from 8–12 weeks to provision.

For more information, see Set up an SMS short code.

Note: If you decide to cancel your SMS short code service, you must do so before the renewal date.  For more information, see Cancel your SMS short code service.
 

Genesys has a fair use policy for BYO SMS usage. You can use up to the fair use amounts allocated by your license tier and license type per month. For more information, see the BYO SMS section of the Genesys Cloud fair use policy article.

Date Revision 
February 7, 2024

Effective January 5, 2024, Genesys removed the WhatsApp Monthly Recurring Charge pricing per WhatsApp integration for all Genesys Cloud CX customers. Invoices no longer include these charges. There are no changes to other WhatsApp pricing components.

To reflect this change, we removed the WhatsApp Monthly Recurring Charge pricing section.
February 1, 2024 Replaced instances of Twitter to X (formerly Twitter). 
October 25, 2023 Added a tab for BYO SMS that links to the Genesys Cloud Fair use policy article.
October 4, 2023 Reorganized the WhatsApp pricing layout to improve understanding of the three component pricing scheme.
August 1, 2023 Updated WhatsApp Conversation-Based pricing details to reflect the new pricing instituted by WhatsApp on June 1, 2023. This change expanded Business Initiated pricing into three categories (Authentication, Utility, and Marketing), renamed User Initiated pricing to Service conversations and created new price points for each of the new categories.
June 7, 2023 Removed Coming soon flag from Instagram Direct Messaging.
February 23, 2022 Added Genesys Cloud CX 2 and Genesys Cloud CX 1 with Digital Add On to the Prerequisites section.
February 1, 2022 WhatsApp changed their pricing model. WhatsApp removed Template Message usage-based pricing and replaced it with conversation-based pricing. Genesys updated its invoicing methods to pass-through WhatsApp’s new user initiated and business initiated conversation model billing and removed costs related to using template messages.
December 8, 2021 Added an announcement that WhatsApp is changing their pricing model effective February 1st 2022. WhatsApp is removing Template Message usage-based pricing and replacing it with conversation-based pricing. On this date, Genesys will update its invoicing to pass-through WhatsApp’s new conversation model billing.
November 17, 2021 Added pricing for Instagram Direct Messaging as a Coming soon feature to the Third-party messaging pricing tab.
September 20, 2021 Added 10DLC pricing table to the SMS long code pricing tab.
May 5, 2021
  • Renamed article from ACD messaging and SMS pricing to Messaging pricing.
  • Reorganized the article layout.
  • Pricing content did not change.
January 6, 2021
  • Moved each of the SMS pricing and SMS short code pricing tables into individual articles.
  • Added information and pricing for Genesys Engage customers.
  • Added information and pricing for inbound MMS on SMS short codes.
December 1, 2020
  • Removed Latvia from the SMS pricing > Number purchase pricing tables – Carriers no longer support Latvian SMS numbers.
  • Removed Latvia inbound per message price from the SMS pricing > Inbound/Outbound message fees tables.
November 18, 2020
  • Added the purchase of SMS numbers in Italy as a beta program to the Number purchase pricing tables.
  • Fixed display issues in some of the SMS pricing > Inbound/outbound message fees tables.
February 19, 2020 Added pricing for SMS Short Codes.
February 12, 2020
  • Removed Guatemala, Ireland, Italy, Norway, and Sweden from the SMS Number purchase pricing tables. (Can no longer purchase SMS numbers in those countries.)
  • Removed Inbound pricing for Guatemala, Ireland, Italy, Norway, and Sweden from the Inbound/Outbound message pricing tables.
  • Designated the purchase of SMS numbers in the following countries as a manual operation due to changes in regulations requiring additional identity documentation:
    • Australia, Austria, Czech Republic, Estonia, France, Germany, Hong Kong, Hungary, Lithuania, Malaysia, Poland, Portugal, Singapore, Spain, Switzerland.
October 30, 2019 Added WhatsApp pricing.
December 26, 2018 Decreased ACD messaging channel conversation rates.
September 12, 2018 Added Facebook Messenger, Twitter Direct Message, and LINE Messaging pricing.
February 28, 2018 Added article with SMS pricing.