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:
Sent: 01-30-2026 16:50
From: Jason Kleitz
Subject: CoPilot availability with CX1 - transcription
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
Original Message:
Sent: 01-30-2026 00:59
From: Ashley Dutton
Subject: CoPilot availability with CX1 - transcription
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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