Decagon vs Sierra
A side-by-side comparison of Decagon and Sierra 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 | Sierra |
|---|---|---|
| IncludedPublished as a channel, "Email: Contextual resolutions". | IncludedNo plans are published, so plan gating cannot be assessed. | |
| Live chat | Included | IncludedNo plans are published, so plan gating cannot be assessed. |
| Voice | Included | IncludedNo plans are published, so plan gating cannot be assessed. |
| Not published | IncludedNo plans are published, so plan gating cannot be assessed. |
Routing & automation
| Capability | Decagon | Sierra |
|---|---|---|
| Workflow builder | IncludedAOPs, Agent Operating Procedures, are "agent workflows in natural language". | Not published |
AI resolution
| Capability | Decagon | Sierra |
|---|---|---|
| Autonomous resolution agent | Included"At Decagon, our AI agents resolve customer service tickets autonomously." | IncludedThe whole product. Sierra bills only on outcomes such as "a resolved support conversation", which presupposes autonomous resolution. |
| Action-taking (API calls) | IncludedAgents "retrieve data and trigger actions through self-serve APIs and custom tool integrations", plus MCP. | Included"Enable your agent to take action to assist customers by securely connecting it with any internal or external system", including systems of record from order management to CRM. |
| 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. | IncludedEscalation exists and is usually not billed: "if a case needs to be escalated, in most cases, there's no charge". The exceptions are unpublished. |
| Guardrails & citations | IncludedA supervisor model "detects hallucinations before responses are sent, automatically revising responses that stray from factual grounding". Citation behaviour is not published. | IncludedGuardrails are published as "supervisory layers to reduce hallucinations, ensure security, and prevent abuse", and PII is "automatically encrypted and masked". Citation behaviour is not addressed anywhere, so half of this attribute is Unknown. |
| Multilingual AI | Not publishedNo language count or list is published. Checked decagon.ai/, /product/overview, /product/chat, /product/voice and /security. | IncludedSierra publishes "voice, chat, email, and WhatsApp in 59 languages", available 24/7/365. |
AI voice
| Capability | Decagon | Sierra |
|---|---|---|
| Voice agent | IncludedDecagon Voice is a first-party channel, connected through Amazon Connect, RingCentral or SIP trunking. | IncludedVoice is listed as a first-class agent channel alongside chat, email and WhatsApp. No per-minute rate or telephony passthrough is published. |
Knowledge base
| Capability | Decagon | Sierra |
|---|---|---|
| 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 | Sierra |
|---|---|---|
| Automated QA coverage | IncludedWatchtower, described as always-on QA, flags conversations for rapid triage. | Not published |
Enterprise
| Capability | Decagon | Sierra |
|---|---|---|
| SAML SSO | IncludedSSO with Okta and Microsoft Entra, with JWT scoping. No plan gate is published because no plans are published. | Not publishedNot addressed on the trust and reliability page or any product page. |
| Role-based access control | Included"Platform access is defined and enforced by role." No roles, tiers or seat model are named. | Not published |
| HIPAA / BAA | Not publishedHealth and wellness is a named target vertical, but no BAA and no HIPAA statement is published. | IncludedNot assessable; no plans are published. |
| 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 assessable; no plans are published. |
| ISO 27001 | Not publishedNot named anywhere on decagon.ai. Trust Center is access-gated. | IncludedNot assessable; no plans are published. |
| GDPR | Not publishedThe privacy policy references international data transfers and claims no certification or standard. | IncludedNot assessable; no plans are published. |
Developer
| Capability | Decagon | Sierra |
|---|---|---|
| SDKs | Not published | IncludedThe Agent SDK is a published product surface, described as extensible so customers can write and connect their own integrations. No public API reference is published. |
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 Sierra costs
- Billing unit
Per outcome - Free tier
Not published - AI pricing
Not published - Vendor calls it
Outcome - 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 Sierra, checked