Skip to content
SPECIFICTION
Get listed

Decagon

decagon.ai

WebAPI
Visit decagon.ai
Spec score 7.3 #12 of 26 in Customer Service Automation Software

What it is

Decagon is a conversational AI platform for building, optimizing, and scaling customer experience agents. It brings chat, voice, and email into a shared intelligence layer, and its supported channels also include SMS and WhatsApp. Teams can define agent workflows in natural language through Agent Operating Procedures. Tools for simulated conversations, unit testing, versioning, experimentation, analytics, observability, and ongoing conversation review support agent development and monitoring. Duet analyzes customer conversations to find workflow gaps and generate, test, and refine procedures. Connectors, APIs, MCP support, and custom tools connect agents with data, actions, and escalations; SIP trunking supports voice connections. Listed integrations include Salesforce, Intercom, Zendesk, Confluence, Contentful, Kustomer, Amazon Connect, and RingCentral. Decagon also lists workflow actions, human handoff, multilingual support, and API access. Security features include AES-256 storage and backup encryption, TLS 1.2 or higher in transit, and zero data retention with AI providers. The paid platform runs on the web and through an API, with pricing available on request.

Spec sheet

Product
Decagon is a conversational AI platform for building, optimizing, and scaling customer service agents.Read 10 Oct 2026 · decagon.ai
Integrations
Decagon lists connectors for Salesforce, Intercom, Zendesk, Confluence, Contentful, Kustomer, Amazon Connect, and RingCentral.Read 10 Oct 2026 · decagon.ai
Security
The security page states that data is encrypted with AES-256 at rest and TLS 1.2+ in transit, and that Decagon enforces zero data retention with AI providers including OpenAI and Anthropic.Read 10 Oct 2026 · decagon.ai
Support
The site lists support contact [email protected].Read 10 Oct 2026 · decagon.ai
Headquarters
Decagon’s privacy policy lists a San Francisco, California mailing address.Read 9 Oct 2026 · decagon.ai
Company
Decagon’s about page names Jesse Zhang and Ashwin Sreenivas as co-founders and describes its focus as concierge customer experiences.Read 9 Oct 2026 · decagon.ai
Access controls
Decagon lists role-based access control, single sign-on with Okta and Microsoft Entra, and short-lived, scoped JWT API tokens.Read 10 Oct 2026 · decagon.ai
Agent development
Duet analyzes customer conversations to identify workflow gaps and generate, test, and refine AOPs.Read 10 Oct 2026 · decagon.ai
Agent workflows
Agent Operating Procedures let teams define agent behavior in natural language and adapt workflows as business needs change.Read 10 Oct 2026 · decagon.ai
AI data handling
The security page says Decagon enforces zero-data retention with AI providers, so conversation data is not stored or used for training.Read 9 Oct 2026 · decagon.ai
AI safeguards
Decagon describes bad-actor detection, a supervisor model that checks responses for hallucinations, and Watchtower conversation reviews against custom criteria.Read 10 Oct 2026 · decagon.ai
Channels
The platform unifies customer experiences across chat, voice, and email.Read 10 Oct 2026 · decagon.ai
Custom connections
Decagon supports MCP connectivity, APIs, custom tool integrations, and SIP trunking for voice.Read 10 Oct 2026 · decagon.ai
Custom connectivity
The site says agents can retrieve data and trigger actions through self-serve APIs and custom tool integrations.Read 9 Oct 2026 · decagon.ai
Enterprise resilience
The security page lists multi-region infrastructure, model redundancy, platform uptime SLAs, autoscaling, and auto-failover.Read 9 Oct 2026 · decagon.ai
Intended customers
Decagon describes its platform as enabling leading enterprises to deploy AI agents across customer channels.Read 10 Oct 2026 · decagon.ai
Named integrations
Examples include Salesforce, Intercom, Zendesk, Confluence, Contentful, Kustomer, Amazon Connect, and RingCentral.Read 9 Oct 2026 · decagon.ai
Optimization
The platform includes testing, observability, experimentation, and analytics for improving agents.Read 9 Oct 2026 · decagon.ai
Pricing model
A Decagon pricing article describes per-conversation and per-resolution pricing options; it does not give prices.Read 9 Oct 2026 · webflow2.decagon.ai
Testing and monitoring
The platform offers simulated conversations, unit testing, versioning, A/B experiments, observability, and always-on conversation QA.Read 10 Oct 2026 · decagon.ai

Strong points and limits

Strong points

  • Supports chat, voice, email, SMS, and WhatsApp.
  • Agent workflows can be defined in natural language.
  • Offers testing, experimentation, observability, and analytics.
  • Includes human handoff and workflow actions.
  • Lists encryption and zero data retention with AI providers.

Limits

  • Paid pricing is available on request.
  • Platform is listed for web and API access.

Who it suits

Decagon suits enterprises deploying customer-facing agents across chat, voice, email, SMS, and WhatsApp. Teams needing workflow actions, human handoff, testing, analytics, or custom integrations can assess those capabilities alongside pricing on request.

Verdict

Decagon brings agent creation, channel coverage, and monitoring into one platform. Its fit depends on the listed channels and integrations matching your support operation, and the price requires a request.

Where Specifiction places it

Alternatives to DecagonAll alternatives →