Ada vs Decagon
A side-by-side comparison of Ada and Decagon on what each one charges, what it meters, and which plan every capability actually sits on.
Capability by capability
Nothing we track differs between them.
Channels
| Capability | Ada | Decagon |
|---|---|---|
| IncludedThe Ada Email Channel bills as an Email Conversation with a 72-hour inactivity window. | IncludedPublished as a channel, "Email: Contextual resolutions". | |
| Live chat | IncludedChat is the default channel and the default billed unit. This is bot chat with escalation, not a human live-chat console. | Included |
| Voice | Included | Included |
Routing & automation
| Capability | Ada | Decagon |
|---|---|---|
| Workflow builder | Not published | IncludedAOPs, Agent Operating Procedures, are "agent workflows in natural language". |
AI resolution
| Capability | Ada | Decagon |
|---|---|---|
| Autonomous resolution agent | IncludedUnknown. No plans are published. | Included"At Decagon, our AI agents resolve customer service tickets autonomously." |
| Resolution over knowledge base | IncludedKnowledge is ingested from the customer's existing systems rather than migrated: Zendesk Guide, Salesforce Knowledge, Genesys, GuruKB, Helpjuice, Paligo, Contentful, Docusaurus and GitHub are all listed as content sources. | Not published |
| Action-taking (API calls) | IncludedAPI tools, code tools and MCP tools are documented, and tool invocations appear in the conversation export as used_mcp with an outcome_status. | IncludedAgents "retrieve data and trigger actions through self-serve APIs and custom tool integrations", plus MCP. |
| Handoff to human | IncludedEscalation is a first-class contractual concept: an Automated Resolution is defined as a conversation that is not escalated, and the export carries is_escalated. Handoff blocks are documented separately. | IncludedEscalation is published: bad-actor detection deflects unsafe inputs or escalates to a human, and Zendesk Sunshine is named as a live-chat escalation target. A pre-send human approval gate is not published. |
| Guardrails & citations | IncludedCitations only. Each conversation records used_articles with article id, name, url and source. Guardrails are not published as a named feature, so the guardrail half of this attribute is Unknown. | IncludedA supervisor model "detects hallucinations before responses are sent, automatically revising responses that stray from factual grounding". Citation behaviour is not published. |
| Multilingual AI | IncludedMultilingual support, language switching and manual translations are documented, and the conversation export carries an ISO-639-1 language field. Ada publishes no supported-language count, so the number is Unknown. | Not publishedNo language count or list is published. Checked decagon.ai/, /product/overview, /product/chat, /product/voice and /security. |
AI assist
| Capability | Ada | Decagon |
|---|---|---|
| Summarization | IncludedThe conversation export carries inquiry_summary and a machine-written automated_resolution_classification_reason. | Not published |
| Auto-tagging | IncludedThe conversation object carries classifications, topics and intents alongside the Ada-generated automated_resolution_classification. | Not published |
AI voice
| Capability | Ada | Decagon |
|---|---|---|
| Voice agent | IncludedVoice Services are governed by their own Service Specific Terms with a separate billed unit and unpublished Fair Use Limits. | IncludedDecagon Voice is a first-party channel, connected through Amazon Connect, RingCentral or SIP trunking. |
Knowledge base
| Capability | Ada | Decagon |
|---|---|---|
| AI answers over KB | Not published | Included"Populate your AI agent's knowledge base with existing articles from systems such as Confluence, Contentful, and Kustomer." |
QA & workforce
| Capability | Ada | Decagon |
|---|---|---|
| Automated QA coverage | Not published | IncludedWatchtower, described as always-on QA, flags conversations for rapid triage. |
Reporting
| Capability | Ada | Decagon |
|---|---|---|
| Raw data export | IncludedBulk, cursor-paginated conversation and message export endpoints returning JSON, on a self-serve API key. | Not published |
| CSAT / NPS | IncludedCSAT score, style and free-text feedback plus CES and NPS all sit on the conversation object. There is no separate analytics or report export endpoint. | Not published |
Enterprise
| Capability | Ada | Decagon |
|---|---|---|
| SAML SSO | Not published | IncludedSSO with Okta and Microsoft Entra, with JWT scoping. No plan gate is published because no plans are published. |
| Role-based access control | IncludedUnknown. No plans are published, so no role is known to be tier-gated. | Included"Platform access is defined and enforced by role." No roles, tiers or seat model are named. |
| Audit logs | IncludedUnknown. No plans are published. | Not publishedTamper-protected logs exist but are "accessible only to senior engineering leadership". As written that is Decagon's own access control, not a customer-facing audit log. |
| SOC 2 | IncludedUnknown. No plans are published. | Not publishedThe Trust Center at trust.decagon.ai returns no content to an unauthenticated visitor, and the security page names no certification, standard or framework. |
| ISO 27001 | NoNot listed in the trust center. Ada states its security program follows CIS Controls v8.0 rather than ISO. | Not publishedNot named anywhere on decagon.ai. Trust Center is access-gated. |
| GDPR | IncludedNot plan-gated. | Not publishedThe privacy policy references international data transfers and claims no certification or standard. |
| Data residency | IncludedUnknown. Europe is an opt-in enrollment rather than a default; whether enrollment carries a price is not published. | Not publishedThe security page says only "Multi-region infrastructure" and names no region. |
| Right-to-erasure tooling | IncludedA bulk end-user deletion API with a pollable deletion job, plus a Data Compliance API for deleting chatter data that the docs now mark deprecated. | Not published |
Developer
| Capability | Ada | Decagon |
|---|---|---|
| REST API | IncludedREST with JSON, rotatable API keys, opt-in versioning for breaking changes, cursor-based pagination and a downloadable OpenAPI 3.1 spec. | Not publishedNo public API reference or developer documentation exists on decagon.ai. "Self-serve APIs" are described as the route the agent uses to reach other systems, not as an interface customers can call. |
| Webhooks | IncludedWebhook endpoints are listable via the API, plus documented end-user created, end-user updated and audit log event webhooks. | Not published |
Both entries last checked Sep 9, 2026.
What Ada costs
- Billing unit
Per conversation - Free tier
Not published - AI pricing
Not published - Vendor calls it
Conversation - Human handoff
Still billed - Reopened chat
Billed again - AI billing window
1d of inactivity - Data export
Self-serve - Automation export
Full
2 of 9 not published by Ada, checked
What Decagon costs
- Billing unit
A fixed rate for every incoming conversation - Free tier
Not published - AI pricing
Not published - Vendor calls it
Incoming conversation - Human handoff
Still billed - Reopened chat
Not published - AI billing window
Not published - Data export
Not published - Automation export
Not published
6 of 9 not published by Decagon, checked