Genesys Cloud - Main

Hi All,

I have a question about the token usage for Digital Bots used with Web Messaging, this page Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows pricing overview - Genesys Cloud Resource Center gives some details but it's not clear how the Turns per Session works.

The 3 examples show 1 turn, Human sends a message, Bot sends a response message, so you can have 8 exchanges/turns of this natured in 1 session, and 50 of these sessions per token, so every interaction through a bot is going to consume at least 1 session even if it's only 1 turn.

What the article doesn't make clear is that if the Bot sends an outbound message is that a turn regardless of if we received a human response?

For example, is the below 1 turn or 2?

• Bot sends a unique message
• Bot sends a unique message
• Human sends a response

What about these scenarios though:

• Scenario 1
  • Flow
    • Bot sends a unique message
    • Bot sends a unique message
    • Bot sends a unique message
    • no response from human, session disconnects
  • Is this 1 turn or 3 turns? (this constitutes 1 session)

• Scenario 2
  • Flow
    • Bot sends a unique message
    • Bot sends a unique message
    • Bot sends a unique message
    • Human - Sends a response
    • Interaction is sent to queue
  • Is this 1 turn or 3 turns? (this constitutes 1 session)

• Scenario 3
  • Flow
    • Bot - Send Message
    • Bot - Send Message
    • Bot - Digital Menu
    • Human - Menu Selection (Question about your assessment)
    • Bot - Show knowledge Article
    • Bot - Digital Menu
    • Human - Menu Selection (I don't Understand my assessment)
    • Bot - Send a message asking for input
    • Human - Enters some text
    • Bot - Send a message asking for input
    • Human - Enters some text
    • Bot - Send a message asking for input
    • Human - Enters some text
    • Bot - Send a message asking for input
    • Human - Enters some text
    • End of Flow - transferred to queue
  • Is this 6 turns because there are 6 sets of bot messages and human response? (so, 1 session)
  • Or is this 9 turns because there have been 9 outbound messages, from the bot but only 6 human responses? (so, 2 sessions)

I need this details to try to work out a token usage projection.

Thanks for the help.

#ConversationalAI(Bots,AgentAssist,etc.)

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Nathan Kaden
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Hello Nathan,

Thank you for the thorough write up of a few different scenarios. I am going to see who I can find that can answer your questions. In the mean time, if you would like to have the documentation clear up some confusion, I would recommend you to utilize the Was this article helpful? feature at the bottom of the pages. If you select No, you are able to leave feedback that will be sent to the team that manages those articles.

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Jason Kleitz
Online Community Manager/Moderator
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Hi Jason,

I did do a response to the article as well and dropped some recommendations.

What the article also doesn't cover is that it looks like it's not 1 session minimum per interaction through the bot, the billing is based on total turns which can be found by going to Bot Performance and looking at the Total Bot Turns column, the Total Bot Turns is then divided by 8 to get sessions, then 50 to get tokens.

For example, if an interaction only uses 4 turns, then that interaction uses 0.5 sessions, not 1.

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Nathan Kaden
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Original Message:
Sent: 06-06-2025 15:27
From: Jason Kleitz
Subject: Token Usage for Digital Bot Sessions

Hello Nathan,

Thank you for the thorough write up of a few different scenarios. I am going to see who I can find that can answer your questions. In the mean time, if you would like to have the documentation clear up some confusion, I would recommend you to utilize the Was this article helpful? feature at the bottom of the pages. If you select No, you are able to leave feedback that will be sent to the team that manages those articles.

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Jason Kleitz
Online Community Manager/Moderator
------------------------------

As we've added features over time, it has admittedly complicated some billing aspects, so thanks for thinking it through and asking for clarification. 

In this case, you can effectively equate one bot response payload (this could be multiple messages, but its all at one time) as one turn of the conversation. It takes one API request to get that response, and the request/response pair is effectively one conversation turn. 

Sometimes the request can be empty, as is the case with the no input turn, but its still a turn that generates a response. 

1. 3 turns
2. Likely 4 turns as the user message that caused the escalation counts
3. Im assuming its 9, but for example, bot send message -> bot digital menu is likely 1 turn, two outputs, but i cant be sure without more detail. hopefully the above gets the point across though. 

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Mitchell Mason
Principal Product Manager, Virtual Agent
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Hi Mitchell,

Thanks for the additional details, it's clear that this needs more confirmation from Genesys on how bot turns are counted and billed, this article Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows pricing overview - Genesys Cloud Resource Center make it seem like 1 complete turn requires there to be a complete exchange between bot and chatter, i.e. bot to send a message and receive a response or chatter to send a message and bot to respond, sadly there are no examples outside of these 3 "best case scenario" examples provided, I have suggested that this article needs to be updated with additional examples.

This statement also doesn't appear to be accurate - 

• Genesys charges conversations on digital (chat and messaging channels) per session. Each session includes up to eight dialog turns, or request response pairs, in the bot conversation. If the bot conversation contains more than eight turns, Genesys charges an extra session for every further group of eight turns.

At face value, this statement sounds like each bot chat session will be minimum 1 session (8 turns), then if it goes over 8 turns it'll be another session or part thereof, but in reality it seems that Genesys is just counting how many total turns the org has generated then dividing that by 8 to get session, then 51 to get tokens, so 1 interaction through a bot could generate 0.5 sessions of usage.

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Nathan Kaden
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Original Message:
Sent: 06-16-2025 15:32
From: Mitchell Mason
Subject: Token Usage for Digital Bot Sessions

As we've added features over time, it has admittedly complicated some billing aspects, so thanks for thinking it through and asking for clarification. 

In this case, you can effectively equate one bot response payload (this could be multiple messages, but its all at one time) as one turn of the conversation. It takes one API request to get that response, and the request/response pair is effectively one conversation turn. 

Sometimes the request can be empty, as is the case with the no input turn, but its still a turn that generates a response. 

1. 3 turns
2. Likely 4 turns as the user message that caused the escalation counts
3. Im assuming its 9, but for example, bot send message -> bot digital menu is likely 1 turn, two outputs, but i cant be sure without more detail. hopefully the above gets the point across though. 

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Mitchell Mason
Principal Product Manager, Virtual Agent
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