# Genesys Cloud AI Experience metering details 
2026-06-07
https://help.genesys.cloud/articles/genesys-cloud-tokens-model/
This table describes the Genesys Cloud AI product’s raw meter and how many tokens are consumed.
Note: Direct Messaging (DM) channels include inbound and outbound messages. Social Responses messages include outbound messages only.

Genesys Cloud product	Units per token
Bots (Voice)	17 minutes per token. For more information, see the AI section of the Genesys Cloud pricing hub.
Bots (Digital)	51 sessions per token. For more information, see the AI section of the Genesys Cloud pricing hub.
Virtual Agent	0.5 tokens per Virtual Agent interaction - An interaction is defined in accordance with existing Genesys Cloud token-based pricing.
Agentic Virtual Agent	1.2 tokens per interaction - An interaction is defined in accordance with existing Genesys Cloud token-based pricing.
Agent Copilot [concurrent]	One user requires 60 tokens
Agent Copilot [named]	One user requires 40 tokens
AI Scoring	20 evaluations scored with AI scoring per token
AI Translate	Two translations per token
AI Summary and Insights	
50 AI summaries/insights per token. However, if you enable Agent Copilot simultaneously, then Supervisor Copilot summaries and insights do not consume tokens and instead rely on Agent Copilot functionality.
Apple Messages for Business	400 inbound or outbound messages per token. 
Facebook Messenger†	400 inbound or outbound messages per token.
Instagram Direct Messaging†	400 inbound or outbound messages per token.
WhatsApp Messaging†	400 inbound or outbound messages per token.

Other charges apply for WhatsApp. For more information, see the Messaging section of the Genesys Cloud pricing hub.

X (formerly Twitter) Direct Messaging	400 inbound or outbound messages per token.

Other charges apply for X integrations. For more information, see the Messaging section of the Genesys Cloud pricing hub.

Genesys Cloud Social	400 social post ingestions per channel per token. For more information, see the Messaging section of the Genesys Cloud pricing hub.

Social Post Responses   400 outbound messages per channel per token.  

Predictive Engagement	No charge for token usage. For more information, see Can I use digital user tracking at no additional cost? and Predictive Engagement and digital user tracking.
Predictive routing	17 routes per token. One token is consumed for every 17 interactions routed with predictive routing. For more information, see Predictive routing overview.
Speech and Text Analytics [named]	One user requires 30 tokens
Speech and Text Analytics [concurrent]	One user requires 45 tokens
Genesys Cloud Copilot	20 AI actions per token, no charge for Genesys Cloud knowledge queries. For more information, see Genesys Cloud Copilot AI actions overview.

† For Facebook, Instagram, and WhatsApp: If the organization has not moved to the Genesys Cloud AI Experience token pricing, then legacy, conversation-based pricing applies. Other charges apply for X integrations. For more information, see Messaging in the Genesys Cloud pricing hub.


## Virtual Agent interactions explained
A single interaction is contained by a single billingID. A billingID represents a single interaction on any channel of any length. A single interaction is delimited by end interaction events. A single billingID can contain multiple end interaction events.

The following actions trigger end interaction events:

Exit action in flow (return calling flow)
Disconnect action in the flow
Disconnect when the participant hangs up the phone
Disconnect via a Transfer to ACD action
Exit or disconnect handling for an unexpected error
Exit or disconnect handing for a recognition failure (continuous no matches or no inputs)
Exit or disconnect handling for Max No Input override (if set, overrides recognition failure settings)
Exit handling for agent escalation
Digital expiry after inactivity (72-hour async timeout)
When Genesys Cloud transfers interactions between inbound flows and Virtual Agent flows, the same billingID remains. When an action triggers an end interaction event and transfers no longer occur, then Genesys Cloud closes the billingID.