Prerequisites
  • Genesys Cloud CX 1 or Genesys Cloud CX 1 Digital Add-on II license
  • Billing > All permission
  • Billing > Subscription > Add permission
  • Billing > Subscription > View permission

    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.

    Pricing (Annual Pre-Pay)

    Charge Type USD CAD AUD NZD GBP EUR BRL YEN ZAR
    Genesys Cloud CX 1 Digital Add-on II 55.00 60.50 71.50 77.00 38.50 44.00 220.00 6,600.00 781.00
    Genesys Cloud CX 1 Digital Add-on II Concurrent 80.00 88.00 104.00 112.00 56.00 64.00 320.00 9,600.00 1,136.00

    For more information about volume discounts, contact your designated Customer Success Manager.

    Modified date
    (YYYY-MM-DD)
    Revision
    2023-10-11
    • Removed references to the Genesys Add Ons page.
    • Replaced the instructions that referred to the Genesys Add Ons page with instructions to go to the AppFoundry.
    2023-07-26

    Removed a note about digital upgrades not including agentless capabilities.

    2023-07-05

    Updated the pricing information.

    2023-02-22

    Updated article with latest license names.

    2023-06-05

    Updated the prerequisites section for relevant license names.

    2022-10-11

    Clarified that users with a Genesys Cloud CX 2 subscription after February, 2022 have access to SMS and messaging by default.

    2022-02-23

    The following changes are made to this article based on the offer and pricing updates:

    • Removed references of Genesys Cloud 1 and Genesys Cloud 2 customers being able to add access for users to email, chat, and web messaging channels with an upgrade to Genesys Cloud User 1 Digital Upgrade I and Genesys Cloud User 2 Digital Upgrade I, respectively.
    • Added Genesys Cloud 2 as a requirement for SMS campaigns and SMS Notification APIs.
    • Removed pricing information that was available for Genesys Cloud User 1 Digital Upgrade I,  Genesys Cloud User 1 Digital Upgrade I Concurrent, Genesys Cloud User 2 Digital Upgrade I, and Genesys Cloud User 2 Digital Upgrade I Concurrent.
    • Changed the pricing information for Genesys Cloud User 1 Digital Upgrade II and Genesys Cloud User 1 Digital Upgrade II Concurrent.
    2020-07-15

    Reduction in price for Genesys Cloud User 1 Digital Upgrade II, Genesys Cloud User 1 Digital Upgrade II Concurrent, Genesys Cloud User 2 Digital Upgrade I, and Genesys Cloud User 2 Digital Upgrade I Concurrent. 

    2020-04-08

    Article posted.