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  • 1.  CoPilot availability with CX1 - transcription

    Posted 01-30-2026 00:59
    No replies, thread closed.

    Hi, I can see that Agent CoPilot is available for CX1 orgs however it is not clear to me what if any additional licenses are also required? i.e does CX1 + Agent CoPilot alone enable transcription of voice calls without requiring STA or WEM add ons? I see CoPilot has a transcription fair use allowance that suggests simply enabling CoPilot will in effect transcribe configured voice queues. Has anyone had experience activating Agent CoPilot with CX1 and can confirm if transcription is then activated?


    #AICopilot(Agent,SupervisorAdmin)

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    AD - Aus

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  • 2.  RE: CoPilot availability with CX1 - transcription

    Posted 01-30-2026 16:51
    No replies, thread closed.

    Hello Ashley,

    Yes, CX1 + Agent Copilot alone does enable transcription of voice calls without requiring additional STA or WEM add-ons. Agent Copilot Add-on comes with 1,500 fair use minutes of Voice transcription included.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: CoPilot availability with CX1 - transcription

    Posted 02-03-2026 20:28
    No replies, thread closed.

    Thanks Jason, appreciate the advice. Could you also confirm since CoPilot does live transcription whether changing settings to no longer record calls when placed on hold/ in the IVR, would the transcription minutes still be consumed whilst caller is placed on hold even if there is nothing to transcribe? Do the transcription fair use minutes only start once call has been answered?



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    Ashley Dutton
    Business Development Specialist - Genesys Cloud CX
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    Original Message


  • 4.  RE: CoPilot availability with CX1 - transcription
    Best Answer

    Posted 02-01-2026 05:49
    Edited by Cameron Tomlin 03-11-2026 11:18
    No replies, thread closed.

    If you have the following licenses, you can obtain Genesys Agent Copilot via AI tokens. For more information, see .

    • Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital license

    Genesys Cloud CX 4 license

    If you have Genesys Cloud CX 4, Genesys Agent Copilot is automatically included in your license. You do not have to purchase it separately.

    Note: Because voice transcription occurs after the recording completes and uploads, Genesys Agent Copilot is not available with BYOC Premises.



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    Grzegorz Mirż
    Systems architect
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