How does TrueEnage pricing works?
TrueEngage Pricing & SKU Overview
Last updated: November 2025
TrueEngage is a cloud-based engagement platform fully integrated with Genesys Cloud and billed directly through Genesys or an authorized Genesys Partner.
All pricing and billing follow Genesys’s standard contract framework — ensuring a single invoice, unified account management, and transparent usage tracking.
1. How Billing Works
When a customer orders TrueEngage, Genesys provisions three related SKUs that together cover the platform, usage, and professional services.
| SKU | Name | Purpose | Billing Type |
|---|---|---|---|
| GCAFP-170-NV-LIVETRUEENGAGE | TrueEngage Subscription | Base license providing access to the TrueEngage platform and features. | Monthly (per Billing Unit) |
| GCAFP-170-NV-LIVETRUENGWEBRTCT | TrueEngage WebRTC Tokens | Tracks WebRTC voice and video traffic consumption. | Usage-based (per Token) |
| GCAFS-170-NV-LIVETRUENGPSONEHR | TrueEngage Professional Services (1 Hour) | Billed for optional configuration, development, or advisory work. | Usage-based (per Hour) |
These On-Demand SKUs are created automatically when your TrueEngage subscription is activated.
They initially appear at $0 value and only generate charges when you use additional WebRTC Tokens or Professional Services.
⚠️ Important: TrueEngage billing is not related to or based on the number of seats or users in Genesys Cloud.
TrueEngage subscriptions are billed per Billing Unit as defined by your selected tier, independent of Genesys Cloud user licenses.
2. Subscription Pricing
The main TrueEngage platform is billed using the SKUGCAFP-170-NV-LIVETRUEENGAGE, based on Billing Units, which correspond to the selected subscription tier.
| Tier | Description | Billing Units |
|---|---|---|
| Starter | Single channel (Website) with core features | 1 |
| Starter Plus | Single channel (any touchpoint) with advanced features | 2 |
| Essential | Any channel (Website) with core features | 2 |
| Advanced | Any channel (any touchpoint) with advanced features | 3 |
| Ultimate | Any channel, any touchpoint, all features | 4 |
Monthly Price per Billing Unit
| Genesys Contract Type | Price (USD) |
|---|---|
| No Contract | $908.70 |
| Annual Contract | $733.95 |
| Annual Prepay | $699.00 |
💡 If your Genesys account is billed in another currency, Genesys will apply its internal regional exchange rates to determine local pricing.
Example
An Advanced subscription (3 units) under an Annual Prepay contract costs 3 × $699 = $2,097 / month.
3. Included Usage
Each TrueEngage subscription includes:
-
3 Widgets (communication nodes)
-
10,000 WebRTC Tokens per month
| Usage Level | Additional Billing Units |
|---|---|
| 4–9 Widgets | +1 Billing Unit |
| 10 or more Widgets | +2 Billing Units (unlimited widgets) |
Any additional widgets or tier upgrades appear on the Genesys invoice as Overage.
4. WebRTC Tokens
WebRTC traffic is measured in Tokens, tracked by the SKU GCAFP-170-NV-LIVETRUENGWEBRTCT.
| Interaction Type | Token Consumption |
|---|---|
| Voice | 1 Token per minute |
| Video | 3 Tokens per minute |
| Contract Type | Price per Token (USD) |
|---|---|
| No Contract | $0.0094 |
| Annual Contract | $0.0076 |
| Annual Prepay | $0.0072 |
Exceeding your monthly 10,000 included tokens triggers Overage billing, automatically added to your Genesys invoice.
Volume Commitments
High-volume customers may commit to a monthly token package at a discounted rate through their Genesys Account Manager or Partner.
Pricing and discounts are set by Genesys based on the commitment and contract type.
5. Support & SLA Options
All subscriptions include Standard 24/7 Support.
Customers needing enhanced service can upgrade to Premium 24/7 Support for +1 Billing Unit per month.
Premium SLA Includes
-
Guaranteed uptime and resolution targets
-
10 hours of Professional Services per month
-
Service credits if targets are not met
-
Access to SLA performance reports (on request)
6. Professional Services
Professional Services are billed under SKU GCAFS-170-NV-LIVETRUENGPSONEHR, covering custom work such as development, integration, and configuration.
| Item | Rate | Contract Dependency |
|---|---|---|
| TrueEngage Professional Services – 1 HR | $150 USD / hour | Independent of contract type |
Premium SLA customers receive 10 hours per month included; additional hours are billed at $150 / hour.
7. How It Appears on Your Genesys Invoice
| SKU | Appears As | Billing Trigger |
|---|---|---|
| GCAFP-170-NV-LIVETRUEENGAGE | TrueEngage Subscription | Monthly per tier |
| GCAFP-170-NV-LIVETRUENGWEBRTCT | WebRTC Token Usage / Overage | When usage > 10,000 tokens |
| GCAFS-170-NV-LIVETRUENGPSONEHR | Professional Services – TrueEngage | When hours are used |
All TrueEngage-related SKUs appear on your Genesys or Partner invoice — no separate billing from TrueEngage.
8. Key Takeaways
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TrueEngage billing is completely independent of Genesys Cloud seat counts or user licenses.
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Pricing is based on Billing Units, not agents or users.
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Includes 3 widgets and 10,000 WebRTC Tokens per month.
-
Premium SLA adds 10 Professional Services hours and SLA credits for +1 unit.
-
Professional Services and WebRTC Tokens start at $0 and bill upon usage.
-
All charges appear on your Genesys or Partner invoice.
-
Volume discounts available via monthly commitments.