Decagon vs Forethought
A side-by-side comparison of Decagon and Forethought 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 | Decagon | Forethought |
|---|---|---|
| IncludedPublished as a channel, "Email: Contextual resolutions". | IncludedProfessional and above. The email agent is not part of Team. | |
| Live chat | Included | IncludedTeam and above. The vendor's wording is "AI agents for chat and mobile". |
| Voice | Included | IncludedProfessional and above. The voice agent is not part of Team. |
Ticketing
| Capability | Decagon | Forethought |
|---|---|---|
| Shared inbox | Not published | NoForethought is an overlay that runs on an existing help desk rather than a ticketing system of its own. Its integration page names 23 help desks and CRMs it plugs into, and Zendesk markets it as needing no migration. |
Routing & automation
| Capability | Decagon | Forethought |
|---|---|---|
| Workflow builder | IncludedAOPs, Agent Operating Procedures, are "agent workflows in natural language". | Not published |
AI resolution
| Capability | Decagon | Forethought |
|---|---|---|
| Autonomous resolution agent | Included"At Decagon, our AI agents resolve customer service tickets autonomously." | IncludedTeam and above. |
| Action-taking (API calls) | IncludedAgents "retrieve data and trigger actions through self-serve APIs and custom tool integrations", plus MCP. | IncludedTeam and above. Listed as "Custom actions". |
| Handoff to human | 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. | IncludedProfessional and above for "custom handoff models". Whether a default handoff exists on Team is not published. |
| Guardrails & citations | IncludedA supervisor model "detects hallucinations before responses are sent, automatically revising responses that stray from factual grounding". Citation behaviour is not published. | Not publishedGuardrails are published at policy level only: "strict security, privacy, and bias-mitigation controls to manage AI risks". The technical mechanics and citation behaviour are not documented. |
| Multilingual AI | Not publishedNo language count or list is published. Checked decagon.ai/, /product/overview, /product/chat, /product/voice and /security. | IncludedTeam and above. Listed as "multilingual support". The list of supported languages is not published. |
AI assist
| Capability | Decagon | Forethought |
|---|---|---|
| Auto-tagging | Not published | IncludedTeam and above. |
AI voice
| Capability | Decagon | Forethought |
|---|---|---|
| Voice agent | IncludedDecagon Voice is a first-party channel, connected through Amazon Connect, RingCentral or SIP trunking. | Not published |
Knowledge base
| Capability | Decagon | Forethought |
|---|---|---|
| AI answers over KB | Included"Populate your AI agent's knowledge base with existing articles from systems such as Confluence, Contentful, and Kustomer." | Not published |
QA & workforce
| Capability | Decagon | Forethought |
|---|---|---|
| Automated QA coverage | IncludedWatchtower, described as always-on QA, flags conversations for rapid triage. | IncludedTeam and above. Listed as "AI QA". |
Reporting
| Capability | Decagon | Forethought |
|---|---|---|
| Prebuilt dashboards | Not published | IncludedTeam and above for the "Insights dashboard". AI-surfaced insights are Professional and above. |
| Raw data export | Not published | Paid add-onEnterprise. The Analytics API, described as conversation-level data access, is an Enterprise plan feature and is also sold as a paid add-on. Neither price is published. |
| CSAT / NPS | Not published | IncludedTeam and above. "CSAT collection" only; NPS is not mentioned on the pricing page. |
Enterprise
| Capability | Decagon | Forethought |
|---|---|---|
| SAML SSO | IncludedSSO with Okta and Microsoft Entra, with JWT scoping. No plan gate is published because no plans are published. | Not published |
| Role-based access control | Included"Platform access is defined and enforced by role." No roles, tiers or seat model are named. | Not published |
| Multi-brand | Not published | IncludedProfessional and above for multi-brand management. A separate Multibrand add-on covers up to 20 brands with personalised experiences, at an unpublished price. |
| SOC 2 | 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. | IncludedSOC 2 Type II. No plan gate is stated. |
| ISO 27001 | Not publishedNot named anywhere on decagon.ai. Trust Center is access-gated. | IncludedClaimed on the security page. No plan gate is stated. ISO 42001 is not mentioned. |
| GDPR | Not publishedThe privacy policy references international data transfers and claims no certification or standard. | IncludedReflected in the DPA, which also covers CCPA. No plan gate is stated. |
Developer
| Capability | Decagon | Forethought |
|---|---|---|
| REST API | 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. | IncludedEnterprise. Solve API and Analytics API. |
Both entries last checked Sep 9, 2026.
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
What Forethought costs
- Billing unit
Two-part and entirely unpriced - Free tier
Not published - AI pricing
Not published - Vendor calls it
outcome-based pricing cost - Human handoff
Not published - Reopened chat
Not published - AI billing window
Not published - Data export
Not published - Automation export
Not published
7 of 9 not published by Forethought, checked