Decagon vs Intercom
A side-by-side comparison of Decagon and Intercom on what each one charges, what it meters, and which plan every capability actually sits on.
The short answer
1 of the 13 capabilities tracked on both differs.
| Measure | Decagon | Intercom |
|---|---|---|
| Starts at | Sales-gated | $29/seat/mo |
| Charged per | Not published | Each agent seat |
| AI billed at | Not published | $0.99 per AI resolution |
| Included, where the other says no | 0 capabilities | 0 capabilities |
Capability by capability
1 of the 13 capabilities tracked on both products differs.
Channels
| Capability | Decagon | Intercom |
|---|---|---|
| IncludedPublished as a channel, "Email: Contextual resolutions". | IncludedAll plans | |
| Live chat | Included | IncludedAll plans |
| In-app messenger | Not published | IncludedAll plans |
| Voice | Included | IncludedAll plans, pay-as-you-go |
| SMS | Not published | IncludedAll plans, pay-as-you-go |
| Not published | IncludedAll plans, pay-as-you-go | |
| Community forum | Not published | NoNo community product. Nothing in the plan comparison offers forums, member profiles or moderation, so a team that wants customers answering each other buys that elsewhere. |
Ticketing
| Capability | Decagon | Intercom |
|---|---|---|
| Shared inbox | Not published | IncludedAll plans. Multiple team inboxes arrive at Advanced, so the entry plan is a single shared inbox. |
| Ticket queues | Not published | IncludedAll plans carry the ticketing system. The customer-facing tickets portal is Advanced and above. |
| SLA policies | Not published | IncludedExpert |
| Business hours | Not published | IncludedExpert only, as team office hours, alongside team reply time settings. Neither is available on Essential or Advanced. |
Routing & automation
| Capability | Decagon | Intercom |
|---|---|---|
| Round-robin assignment | Not published | IncludedAdvanced |
| Load balancing | Not published | IncludedExpert only, as workload management. Advanced gets round-robin assignment but not capacity-aware distribution. |
| Triggers | Not published | IncludedSimple automations are on every plan; the Workflows automation builder starts at Advanced. |
| Workflow builder | IncludedAOPs, Agent Operating Procedures, are "agent workflows in natural language". | IncludedAdvanced |
| Escalation rules | Not published | IncludedAll plans, and they carry billing consequences that are published: an escalation triggered by workspace-level guidance or escalation rules is not charged as an outcome, while a handoff written into a Procedure is. |
AI resolution
| Capability | Decagon | Intercom |
|---|---|---|
| Autonomous resolution agent | Included"At Decagon, our AI agents resolve customer service tickets autonomously." | IncludedAll plans, metered |
| Resolution over knowledge base | Not published | IncludedAll plans. Fin answers from the help centre and the Procedures a team writes, and the vendor is explicit about the boundary: "Fin trains only on your knowledge and Procedures, never on data you haven't approved". |
| Action-taking (API calls) | IncludedAgents "retrieve data and trigger actions through self-serve APIs and custom tool integrations", plus MCP. | IncludedAll plans, through Procedures, which Fin executes and which can end in a configured handoff to a workflow, a team or a teammate. A successful Procedure handoff is itself a billable outcome at $0.99. |
| 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. | IncludedAll plans |
| Guardrails & citations | IncludedA supervisor model "detects hallucinations before responses are sent, automatically revising responses that stray from factual grounding". Citation behaviour is not published. | IncludedAll plans. Fin can be tested before it reaches anyone: "Before Fin ever talks to a real customer, run realistic Simulations against edge cases, including vulnerable-customer and compliance scenarios." Fine-tuning is opt-out, with data deleted within 30 days. |
| Multilingual AI | Not publishedNo language count or list is published. Checked decagon.ai/, /product/overview, /product/chat, /product/voice and /security. | IncludedAll plans |
AI assist
| Capability | Decagon | Intercom |
|---|---|---|
| Reply drafting | Not published | Paid add-onCopilot, sold per seat on any plan at $29 per agent per month billed annually or $35 billed monthly. Every full seat gets 10 conversations a month included; unlimited use is the paid add-on. |
| Translation | Not published | IncludedAll plans, metered: 10 AI auto-translation conversations per agent per month are included free, matching the 10 free Copilot conversations. |
AI voice
| Capability | Decagon | Intercom |
|---|---|---|
| Voice agent | IncludedDecagon Voice is a first-party channel, connected through Amazon Connect, RingCentral or SIP trunking. | IncludedFin Voice exists and is the one part of Fin with no published price: "To use Fin Voice and for pricing details, please contact Sales." Outcome pricing at $0.99 is stated to cover chat and email only. |
Knowledge base
| Capability | Decagon | Intercom |
|---|---|---|
| Public help center | Not published | IncludedAll plans |
| Multi-brand | Not published | IncludedExpert |
| Localization | Not published | IncludedAdvanced |
| In-product widget | Not published | IncludedAll plans. The Messenger is included everywhere, and the pricing page bundles "free, unlimited live chat, support email, in-app chats, banners, and tooltips" into every tier. |
| AI answers over KB | Included"Populate your AI agent's knowledge base with existing articles from systems such as Confluence, Contentful, and Kustomer." | IncludedAll plans. Fin is included on every tier and answers from help centre content; only the outcomes it produces are charged. |
Self-service
| Capability | Decagon | Intercom |
|---|---|---|
| Chatbot flows | Not published | IncludedAdvanced and above, as the Workflows automation builder. Essential is limited to simple automations, so scripted multi-step flows are the main reason to leave the entry plan. |
QA & workforce
| Capability | Decagon | Intercom |
|---|---|---|
| Conversation QA scoring | Not published | Paid add-onThe Pro add-on, from $99 a month, covering analysis of 1,000 conversations a month plus 2,000 credits, with extra credits at $0.01. Sold on any plan. |
| Automated QA coverage | IncludedWatchtower, described as always-on QA, flags conversations for rapid triage. | Paid add-onSame Pro add-on, pitched at full coverage rather than sampling: "see and continuously improve 100% of your customer conversations" and "check if quality meets your standards". |
| Forecasting | Not published | NoNo workforce management product. Workload management at Expert distributes conversations against capacity; it does not forecast contact volume or build a staffing plan. |
| Scheduling | Not published | NoNo shift scheduling. Team office hours at Expert set when a team is open, which is not the same as rostering people against a forecast. |
| Adherence tracking | Not published | NoNo adherence tracking. Nothing in the plan comparison measures agents against a schedule, because there is no schedule to measure against. |
Reporting
| Capability | Decagon | Intercom |
|---|---|---|
| Prebuilt dashboards | Not published | IncludedAll plans, as pre-built reports. |
| Custom reports | Not published | IncludedAdvanced and above. Essential is limited to the pre-built set. |
| Raw data export | Not published | IncludedAll plans, and self-serve, but split by object: contacts export to CSV from the UI, while conversations are reachable only through the API or the S3 export. |
| Data warehouse sync | Not published | IncludedBulk conversation export to Amazon S3 as JSON is documented with no plan condition, which is a stronger position than the UI export it sits beside. |
| Real-time reporting | Not published | IncludedExpert only. The real-time dashboard sits with SSO, HIPAA and SLAs behind the top tier. |
Collaboration
| Capability | Decagon | Intercom |
|---|---|---|
| Assignment | Not published | IncludedAll plans have assignment; the automation around it is gated. Round-robin arrives at Advanced with multiple team inboxes, and capacity-aware workload management at Expert. |
Enterprise
| Capability | Decagon | Intercom |
|---|---|---|
| SAML SSO | IncludedSSO with Okta and Microsoft Entra, with JWT scoping. No plan gate is published because no plans are published. | IncludedExpert |
| SCIM provisioning | Not publishedNot mentioned on the security page. SSO is published; automated provisioning is not. | IncludedExpert in effect |
| Role-based access control | Included"Platform access is defined and enforced by role." No roles, tiers or seat model are named. | IncludedTeammate roles exist and can be mapped from identity provider groups, which ties the useful version of this to SCIM and therefore to Expert. |
| Custom roles | Not published | IncludedTeammate roles, mappable from identity-provider groups. The plan gate is not published. |
| Audit logs | 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. | IncludedTeammate Activity Logs exist as a feature. Intercom does not publish which plan they require, and they have no documented export path. |
| IP allowlist | Not published | IncludedIP restrictions are listed on the security page alongside SSO, 2FA and SCIM. No plan gate is published. |
| Multi-brand | Not published | IncludedExpert |
| HIPAA / BAA | Not publishedHealth and wellness is a named target vertical, but no BAA and no HIPAA statement is published. | IncludedExpert |
| 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. | IncludedNot plan-gated |
| ISO 27001 | Not publishedNot named anywhere on decagon.ai. Trust Center is access-gated. | IncludedNot plan-gated |
| GDPR | Not publishedThe privacy policy references international data transfers and claims no certification or standard. | IncludedNot plan-gated |
| Data residency | Not publishedThe security page says only "Multi-region infrastructure" and names no region. | IncludedNot published |
| Data retention policy | Not publishedZero-day retention is enforced at the model providers. Decagon's own platform retention window is not published. | IncludedPublished for AI data specifically rather than as a general policy: fine-tuning is opt-out "with data deleted within 30 days", and third-party model providers are "contractually barred from training on your data, with zero retention once a response is generated". |
| Right-to-erasure tooling | Not published | IncludedDocumented as a GDPR workflow, covering both export and deletion of a contact's data on request. |
Developer
| Capability | Decagon | Intercom |
|---|---|---|
| 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. | IncludedAll plans |
| SDKs | Not published | IncludedAll plans. The Messenger ships as a web and in-app component, and "in-app chats" are bundled free into every tier alongside banners and tooltips. |
| App framework | Not published | IncludedAn app store exists and apps can be built against it. Intercom does not publish an app count on any page that renders, so the size of the ecosystem is unverified. |
| Published rate limits | Not published | IncludedAll plans |
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 Intercom costs
$29/seat/month
4 published plans, billed annually- Billing unit
Seat + usage hybrid - Free tier
No, 14-day trial - AI pricing
$0.99 per AI resolution - Vendor calls it
Outcome - Human handoff
Still billed - Reopened chat
Refunded - AI billing window
1d of inactivity - Data export
Self-serve - Automation export
Not offered