What is Decagon?
Decagon is an AI customer service platform that builds AI agents to answer customers over voice, chat and email. Teams define agent workflows in natural language (called Agent Operating Procedures) and connect the agents to their helpdesk, CRM and telephony systems.
Who it's for
Decagon's site is aimed at companies running support at scale, and it lists customers in financial services, travel, retail, telecommunications and technology. Access is through a demo request; the vendor's pages show no self-serve signup, free trial or public price list.
Pros & cons
Strengths
- Decagon lists three channels on its site: voice, chat and email, run from one shared layer.
- Agent Operating Procedures let teams describe workflows in natural language and, per the vendor, combine them with code for complex cases.
- The integrations page names Salesforce, Intercom and Zendesk for tickets and customer data, Confluence, Contentful and Kustomer for knowledge bases, and Amazon Connect and RingCentral for voice.
- Decagon also lists an open MCP connection, self-serve APIs and custom tools, and SIP trunking for existing phone infrastructure.
- The product pages list Experiments (live A/B testing), Testing & QA (simulations), Watchtower (always-on QA) and Insights & Reporting.
- Decagon's security page lists SOC 2 Type II, GDPR, CCPA, HIPAA and EU AI Act among its compliance items, with AES-256 storage and TLS 1.2+ in transit.
Limitations
- No public price list: Decagon's pricing blog post points readers to a demo request and gives no dollar amounts.
- Pricing is per conversation or per resolution. The vendor says the per-resolution rate is higher, escalated conversations are not charged under it, and most customers choose per-conversation.
- Reported by a third-party pricing index (Metronome): enterprise-only contracts, volume discounts of up to 30% at 1M+ conversations, and a median contract of roughly $400K a year. Decagon does not publish these figures.
- No free plan, free trial or self-serve signup appears on the pages read; access is by demo request or sign-in for existing customers.
- The security page gives no retention periods for Decagon's own storage and names no data regions; it points to a Trust Center for certification scope and details. It also lists the ISO standard as "ISO 27001:2002" and PCI as "PCI DS 4.0.1" as written, so confirm the exact standards there.
Plans and pricing
- Per conversation: Custom pricing. A fixed rate for each incoming conversation, with flexible pricing at higher volumes. The vendor says most customers choose this. No rate is published.
- Per resolution: Custom pricing. A higher fixed rate for each conversation the agent fully resolves; escalations are not charged, and larger commitments lower the rate. No rate is published.
Decagon publishes no pricing page; the two models above are described in its pricing blog post, which lists no amounts. Dollar figures from third parties were not used as plan prices. Confirm on the live site or in a demo.
Details checked October 2026 against the vendor's own pages. Prices and limits change, so confirm before you buy. Official pricing page ↗
Sources
This profile was compiled from these public pages. We have not run hands-on tests.
Decagon — at a glance
Decagon is an AI customer service platform that builds AI agents to answer customers over voice, chat and email. Teams define agent workflows in natural language (called Agent Operating Procedures) and connect the agents to their helpdesk, CRM and telephony systems.
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