Add a bundle of digital channels to your subscription

Prerequisites
  • Genesys Cloud CX 1 Digital Add-on II or Genesys Cloud CX 1 license

  • One of the following Billing permissions:

    • Billing > All Permissions
    • Billing > Subscription > Add
    • Billing > Subscription > View

    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 Upgrade II.

    Note: Digital upgrades do not include agentless digital capabilities. SMS campaigns and SMS Notification APIs require Genesys Cloud CX 2 or Genesys Cloud CX 3.

    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. 

    Existing Genesys direct customers can add the Genesys Cloud CX 1 Digital Add-on II in the Genesys Add Ons area.

    Note: If you are a Genesys Cloud partner or partner customer, click Genesys Add Ons to prompt you to contact your sales representative.

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

    1. Click Admin.
    2. Under Account settings, click Genesys Add Ons. The Genesys Add Ons page appears. 
    3. In the Digital Channels tile, click Activate. The Activate dialog box appears.
    4. Select the I accept the Genesys Terms of Service check box.
    5. Click Activate.

    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.
    • Direct customers can activate SMS & Messaging through the Admin > Genesys Add-ons page.
    • Indirect customers can work with their partner to activate SMS & Messaging. The partner must submit a zero dollar upgrade add-on for Genesys Cloud 2 User Digital Upgrade I. 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

    Charge Type USD CAD AUD NZD GBP EUR BRL YEN ZAR
    Genesys Cloud CX 1 Digital Add-on II 50.00 55.00 65.00 70.00 35.00 40.00 200.00 6,000.00 710.00
    Genesys Cloud CX 1 Digital Add-on II Concurrent 70.00 77.00 91.00 98.00 49.00 56.00 280.00 8,400.00 994.00

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

    Date Revision
    June 05, 2023

    Updated the prerequisites section for relevant license names.
    October 11, 2022

    Clarified that users with a Genesys Cloud CX 2 subscription after February, 2022 have access to SMS and messaging by default.
    February 23, 2022

    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.
    July 15, 2020

    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. 
    April 8, 2020

    Article posted.