How does TrueEngage pricing works?
TrueEngage Price List, Billing and Genesys SKUs
Effective Date: June 1, 2026
This Price List describes the Subscription Tiers, Add-Ons, Billing Units, Usage Tokens, Professional Services, and other pricing metrics applicable to the TrueEngage Service.
This Price List forms part of the TrueEngage Terms of Service and may be referenced by Service Schedules, Order Forms, Partner Agreements, and other commercial documents.
Actual pricing may vary based on Customer contract type, billing currency, geographic region, applicable Genesys agreements, Partner arrangements, negotiated commitments, promotional programs, or other agreed commercial terms.
For an estimated subscription cost based on your selected Subscription Tier, Add-Ons, Deployments, and usage requirements, please use the TrueEngage Online Pricing Calculator.
1. BILLING MODEL
TrueEngage pricing consists of the following components associated with Genesys SKUs:
| Component | Pricing Metric | SKU |
|---|---|---|
| Subscription Tiers, Add-Ons, Deployments, Premium Support, Non-Production Environments, and Additional TrueEngage Accounts | Billing Units | GCAFP-170-NV-LIVETRUEENGAGE |
| Usage-Based Services (including WebRTC voice, video, screen sharing, translation services, and other usage-based functionality) | Usage Tokens | GCAFP-170-NV-LIVETRUENGWEBRTCT |
| Professional Services | Per Hour | GCAFS-170-NV-LIVETRUENGPSONEHR |
The number of Billing Units required is determined by the Customer's selected Subscription Tier, purchased Add-Ons, support level, and number of Deployments required or used.
Usage Tokens are consumed through the use of applicable usage-based Service features and are billed based on actual monthly consumption beyond the included monthly allowance.
Professional Services are billed only for Customer-approved implementation, consulting, configuration, development, training, advisory, or other billable services that are not covered under the Customer's subscription or support entitlements.
Unless otherwise specified, Billing Units, Usage Tokens, and Professional Services are measured and billed monthly.
1.1 Pricing and Genesys Marketplace SKUs
TrueEngage pricing depends on whether the Service is purchased as a month-to-month (non-committed) subscription or under a Customer's applicable annual Genesys or Partner commercial agreement.
| Billing Unit | Usage Token | Professional Services (1 Hour) | |
|---|---|---|---|
| No Commitment (Month-to-Month) | $908.70 | $0.009 | $195.00 |
| Annual M2M | $733.95 | $0.009 | $157.50 |
| Annual Pre-Pay | $699.00 | $0.009 | $150.00 |
Note: If Customer is billed in a currency other than USD, the applicable Genesys or Partner exchange rates and regional pricing policies shall apply.
1.2 Orders
Customers wishing to benefit from Annual M2M or Annual Pre-Pay pricing must place an order for the applicable number of Billing Units through their Genesys Account Manager or authorized Genesys Partner.
Such order creates the corresponding annual TrueEngage subscription commitment associated with the following Genesys marketplace SKUs:
| Component | Typical Order Quantity | Genesys SKU |
|---|---|---|
| Billing Units | Customer-specific commitment | GCAFP-170-NV-LIVETRUEENGAGE |
| Usage Tokens | 0 (On-Demand) | GCAFP-170-NV-LIVETRUENGWEBRTCT |
| Professional Services | 0 (On-Demand) | GCAFS-170-NV-LIVETRUENGPSONEHR |
Unless otherwise agreed, Usage Tokens and Professional Services are provisioned as on-demand services and are billed only when consumed.
1.3 Billing Unit Overage
If, during any monthly billing cycle, the Customer's actual Service usage requires more Billing Units than the quantity committed under the applicable subscription, the excess Billing Units shall be treated as Billing Unit Overage.
Billing Unit Overage is reported to Genesys or the applicable Partner and billed at the Customer's applicable Billing Unit rate. Such charges will appear on the Customer's monthly Genesys or Partner invoice.
Example
A Customer with an annual commitment of 4 Billing Units that, due to additional Deployments, Add-Ons, Premium Support, or other Service entitlements, requires 6 Billing Units during a monthly billing cycle will be billed for 2 Billing Units of Overage for that billing period.
Billing Unit Overage does not automatically increase the Customer's committed annual quantity. Customers may increase their committed Billing Unit quantity at any time through Genesys or their authorized Partner.
2. SUBSCRIPTION TIERS
Subscription Tiers determine:
- Supported Contact Option Types: TXT (Web Messaging, Messenger, WhatsApp, Contact Forms), Web Call, Video Call, Callback Requests, and Scheduled Video Meetings.
- Supported Touchpoints: Websites, Mobile Applications, and Digital Kiosks.
| Subscription Tier | Description | Billing Units |
|---|---|---|
| Starter | Touchpoints: Website Only. Contact Options: One selected contact option type. | 1 |
| Essential | Touchpoints: Website Only. Contact Options: All available contact option types. | 2 |
| Advanced | Touchpoints: Website, Mobile Application, and Digital Kiosk. Contact Options: One selected contact option type. | 3 |
| Ultimate | Touchpoints: Website, Mobile Application, and Digital Kiosk. Contact Options: All available contact option types. | 4 |
Each Subscription Tier includes:
- Applicable Subscription Tier entitlements;
- Up to 3 Deployments;
- 9,000 Usage Tokens per monthly billing cycle;
- Standard 24x7 Support;
- Service functionality associated with the applicable Subscription Tier and not designated as a separate Add-On.
Additional entitlements may be provided through Add-Ons or specified in the applicable Service Schedule.
3. DEPLOYMENTS
Deployments are separately configured instances of the Service, including website contact widgets, digital kiosk configurations, mobile application deployments, communication workflows, routing configurations, branding configurations, or other customer-facing implementations created using the TrueEngage platform.
For billing purposes, TrueEngage measures the peak number of Deployments configured within the Customer's tenant during each monthly billing cycle.
| Deployment Entitlement | Billing Impact |
|---|---|
| Up to 3 Deployments | Included |
| Deployment Overage | +1 Billing Unit for each additional block of up to 6 Deployments |
| Unlimited Deployments Option | +2 Billing Units |
Examples
| Total Deployments | Additional Billing Units |
|---|---|
| 1–3 | Included |
| 4–9 | +1 Billing Unit |
| 10–15 | +2 Billing Units |
| 16–21 | +3 Billing Units |
| Unlimited Deployments Add-On | +2 Billing Units |
Deployment overages are calculated based on the highest number of active Deployments configured during the applicable monthly billing cycle.
4. ADD-ONS
Add-Ons provide functionality, environments, or enhanced service levels beyond those included in the Customer's Subscription Tier.
The following Add-Ons are currently available:
| Add-On | Additional Billing Units |
|---|---|
| Feedback Forms | +1 Billing Unit |
| Visitor Engagement AI | +1 Billing Unit |
| Screen Sharing | +1 Billing Unit |
| Video Upgrade for PSTN Calls | +1 Billing Unit |
| Non-Production Environment | +1 Billing Unit per environment |
| Additional TrueEngage Account | +1 Billing Unit per account |
| Premium 24x7 Support (SLA Premium) | +1 Billing Unit |
Non-Production Environment means a fully functional TrueEngage environment, including all Ultimate Subscription Tier features and Add-Ons, connected to a Customer's non-production Genesys Cloud organization, such as Development, Test, UAT, Training, or Staging environments.
Additional TrueEngage Account means a separate TrueEngage tenant connected to the same Genesys Cloud organization and managed independently from the primary TrueEngage account.
Certain Add-Ons, including Screen Sharing and Video Upgrade for PSTN Calls, may also consume Usage Tokens when used. Applicable Usage Token charges are described in Section 5.
Add-On availability, functionality, and Billing Unit requirements may be updated from time to time and are subject to the then-current Price List and applicable Service Schedule.
5. USAGE TOKENS
Certain Service capabilities consume Usage Tokens.
Examples include:
- WebRTC Voice
- WebRTC Video
- Screen Sharing
- Translation Services
All Subscription Tiers include a monthly allowance of 9,000 Usage Tokens.
Usage exceeding the included monthly allowance is billed as Usage Token overage and reported to Genesys or the applicable Partner for invoicing. Overage charges appear on the Customer's monthly Genesys or Partner invoice and are calculated based on the Customer's applicable Usage Token rate and total Usage Token consumption during the billing period.
Usage Token Consumption Rates
| Service | Usage Tokens |
|---|---|
| Voice | 1 Token per Minute |
| Video | 3 Tokens per Minute |
| Screen Sharing | 2 Token per Minute |
| Translation Services | Coming Soon |
USD Reference Pricing
| Contract Type | Price per Usage Token |
|---|---|
| No Commitment | $0.009 |
| Annual M2M | $0.009 |
| Annual Pre-Pay | $0.009 |
Customers with anticipated monthly consumption exceeding 50,000 Usage Tokens may be eligible for discounted pricing through a monthly Usage Token commitment.
Volume commitment pricing may be available through Genesys, the applicable Partner, or TrueEngage and is subject to a separate commercial agreement.
6. PROFESSIONAL SERVICES
Professional Services include:
- Implementation assistance;
- Configuration services;
- Integration assistance;
- Advisory services;
- Training;
- Custom development.
Professional Services require Customer approval before commencement.
Reference USD Pricing
| Contract Type | Professional Services Rate |
|---|---|
| No Commitment | $195.00 per Hour |
| Annual M2M | $157.50 per Hour |
| Annual Pre-Pay | $150.00 per Hour |
7. BILLING AND INVOICING
The Service is generally purchased through Genesys AppFoundry or an authorized Partner.
For subscriptions purchased through Genesys or a Partner:
- Genesys or the applicable Partner acts as seller of record;
- Genesys or the applicable Partner performs invoicing and payment collection;
- Currency conversion is determined by Genesys or the applicable Partner;
- Applicable taxes are determined by Genesys or the applicable Partner.
TrueEngage may invoice Customer directly for Professional Services or other services expressly agreed in writing.
8. GENESYS SKU REFERENCE
| SKU | Description |
|---|---|
| GCAFP-170-NV-LIVETRUEENGAGE | TrueEngage Subscription Billing Unit |
| GCAFP-170-NV-LIVETRUENGWEBRTCT | TrueEngage Usage Tokens |
| GCAFS-170-NV-LIVETRUENGPSONEHR | TrueEngage Professional Services (1 Hour) |
| GCAFS-170-NV-LIVETRUEENGAGE10HRSPS | Premium 24x7 Support / 10-Hour Professional Services Pack |
Additional SKUs may be introduced from time to time.
9. CHANGES TO THIS PRICE LIST
TrueEngage may update this Price List from time to time.
Changes shall not affect pricing committed during an active subscription term unless otherwise specified in an applicable Order Form, Service Schedule, Partner Agreement, or required by law.