Predictive Engagement and digital user tracking

AI-generated summary

Genesys Cloud offers digital user tracking and Predictive Engagement capabilities with pricing dependent on contract type. AI Experience customers receive these features free of charge without consuming AI Experience tokens, particularly for those onboarded from May 2024 onwards. For à la carte/add-on SKU customers, charges are calculated per event for both mobile and web events, with specific rates varying by currency (e.g., USD 0.0005, EUR 0.0004, GBP 0.00035 per event). Customers not using the Predictive Engagement web tracking snippet incur no charges. Implementation requires enabling web tracking through Admin > Message > Messenger Configurations in the Apps tab. Existing customers can transition to Genesys Cloud AI Experience either through contract amendment or automatically upon renewal to benefit from free events. The system requires specific permissions and licenses for both Predictive Engagement and digital user tracking functionalities.

PrerequisitesClick to expand

Genesys Cloud subscriptions include access to digital user tracking and Predictive Engagement. Your pricing plan depends on your contract.

Genesys Cloud AI Experience customers

Genesys Predictive Engagement and digital user tracking are offered free of charge and do not consume any AI Experience tokens. Customers who onboarded in May 2024 and later now have access to Genesys AI and the AI Experience tokens by default. For more information, see the Add-ons section of the Genesys Cloud pricing hub.

À la carte/Add-on SKU Predictive Engagement customers

For more information about Predictive Engagement à la carte/add-on SKUs, see the Add-ons section of the Genesys Cloud pricing hub.

Revision historyClick to expand

Modified date (YYYY-MM-DD)	Revision
2026-05-22	Replaced pricing with link to Genesys Cloud pricing hub.
2025-12-08	Added information about digital user tracking pricing and updated information on Predictive Engagement pricing.
2025-10-28	Removed informational bullet point about volume discount contact information and replaced it with the final bullet point in the section.
2024-07-11	Updated the page with old pricing information as a new section.
2024-07-01	Removed pricing related information and included a link to the AI tokens page.
2023-12-19	Added mobile event pricing information.
2023-03-10	Changed procedure to add Predictive Engagement web events.
2020-04-24	Added pricing updates in the Charges for Predictive Engagement table.
2020-04-01	Changed “Genesys Advisor” references to “Customer Success Manager”.
2020-02-26	Under Notes, added item for existing direct customers.

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