Messaging pricing

Prerequisites

  • Genesys Cloud CX 1, 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.

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 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 three components:

  1. Genesys Cloud conversation-based pricing. For more information, see Pricing per conversation explained. 

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

  1. Monthly recurring charge per configured WhatsApp integration/number.

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
  1. WhatsApp user-initiated and business-initiated conversation-based pricing. WhatsApp charges these 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 User Initiated Conversation Pass-Through
    • WhatsApp Business Initiated Conversation Pass-Through

For more information, as well as examples, 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, 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
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.