Genesys Cloud tokens model

Publisher

Genesys

URL

https://help.genesys.cloud/articles/genesys-cloud-tokens-model/

Published

2026-07-12

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

Genesys Resource Center terms; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Genesys Cloud Agentic Virtual Agent consumes 1.2 tokens per interaction. in context
• Genesys Cloud Agent Copilot consumes 40 tokens per named user or 60 tokens per concurrent user. in context
• Genesys Cloud digital bots consume 1 token per 51 sessions. in context
• Genesys Cloud third-party messaging channels such as WhatsApp, Apple Messages and Facebook Messenger consume tokens, at 400 messages per token. in context
• Genesys Cloud AI tokens renew each month and unused tokens do not carry over to later months. in context
• The Genesys Cloud token model covers AI features across the CX 1 to CX 4 licence tiers and Digital Add-on II. in context
• Genesys Cloud Speech and Text Analytics consumes 30 tokens per named user or 45 tokens per concurrent user. in context
• Genesys Cloud Virtual Agent consumes 0.5 tokens per interaction. in context
• Genesys Cloud voice bots consume 1 token per 17 minutes. in context
• Vendors price contact center AI in four distinct structures: AI bundled into per-channel usage rates (Amazon Connect), a fungible token or credit currency (Genesys, Copilot Studio), pooled capacity units with fixed minutes or sessions (Cisco), and per-seat plans with included AI plus per-session or usage add-ons (Five9, NICE). inferred in context
• Under the Genesys Cloud AI Experience token model, predictive routing consumes one token for every 17 interactions routed. in context

Cite this source record

APA

WarmTransfer. (2026, July 12). Genesys Cloud tokens model. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-help-tokens-model

BibTeX

@misc{warmtransfer-genesys-help-tokens-model,
  title  = {Genesys Cloud tokens model},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-help-tokens-model},
  note   = {Genesys, accessed 2026-09-30}
}