ACD messaging and SMS pricing


Prerequisites

  • Genesys Cloud 3 license

ACD, SMS, and short code messages 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. 

ACD messaging pricing

Genesys Cloud supports ACD messaging with Facebook Messenger, Twitter Direct Message, 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 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 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 is per conversation. For more information, see Pricing per conversation explained. In addition to the per conversation charges, WhatsApp messaging has a monthly recurring charge per number. If you are using WhatsApp Template Messages, Genesys uses a per messaging structure that is in line with WhatsApp’s template message pricing.

Monthly recurring charges

USD CAD AUD NZD GBP EUR BRL JPY ZAR
$100.00 $133.58 $139.57 $149.13 £76.68 €88.62 R$ 390.52 ¥11,214.20 R1,403.61

Conversation rates

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

WhatsApp Template Message usage fees

Genesys passes through billing costs according to WhatsApp’s template message pricing policy. Pass-through billing for WhatsApp Template Message usage fees start when Template Messages are available in Genesys Cloud.

Caveats:

  • Pricing is based on the Cost per Message in USD table. Currency conversion rates are applied for other currencies.
  • Prices listed in the First 250K messages column are used for all Template Message billing from Genesys.
  • Template Message usage applies to customers with a WhatsApp Business Account (WABA) owned by Genesys. Customers direct-billed by Facebook will not incur Template Message usage fees on their Genesys invoice for those WABAs.



SMS pricing

As you look over the SMS pricing tables, keep in mind that Genesys Cloud categorizes SMS pricing with rate classes. More specifically, instead of assigning each country a part for both inbound and outbound, we use 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.

    SMS short code pricing

    Short codes are only available in the United States, Canada, 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.


    Date Revision
    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.