Decagon vs Gorgias (2026)

Connectors span CRM, helpdesk and ticketing (Salesforce, Intercom, Zendesk), knowledge bases (Confluence, Contentful, Kustomer), and CPaaS and telephony (Amazon Connect, RingCentral, SIP trunking), plus custom endpoints and MCP connectivity for any other system. Agents both retrieve data and take action.

Sourcedecagon.ai/product/integrationsread 2026-09-05

Integrations go beyond Shopify, and the agent writes as well as reads. Gorgias builds native integrations for Shopify, BigCommerce and Magento, and Shopify order, customer and catalog data lives inside Gorgias natively after a one click install, with no data syncing.

A live App Store spans ecommerce platforms, subscriptions, returns, shipping, marketing and support channels, with each listing labeled first party or third party, and partners include Omnisend, ReturnLogic, ChannelReply, Recharge and Loop, with Zapier and Make for the rest.

The AI Agent issues refunds, edits and cancels orders, changes addresses and updates subscriptions using live store data, and the Advanced options editor sends HTTP requests to any system Gorgias does not integrate natively.

Sourcegorgias.com/appsread 2026-09-05

Agent Operating Procedures turn natural language inbound and outbound workflows into executable agent logic that pulls live data and triggers actions across connected systems. Versions are tracked in Git, and rollout is staged across agent versions.

Sourcedecagon.ai/product/aopread 2026-09-05

The agent runs a loop. It chooses between answering from knowledge, performing an Action in a connected app or starting a sales playbook, then checks whether what it has gathered will fully meet the request and launches more tasks in parallel if not. It follows authored Guidance that branches on conditions such as VIP status, loyalty points and customer location until every step is complete.

Sourcedocs.gorgias.com/en-us/how-gorgiass-ai-agent-works-1997817read 2026-09-05

Chat, voice and email run on one intelligence layer. Inbound calls route over SIP and CPaaS platforms, email comes in through Zendesk and Intercom, live chat escalates through Zendesk Sunshine and Salesforce, and outbound and proactive agents are supported as a core feature.

Sourcedecagon.ai/product/overviewread 2026-09-05

Channels are broad and land in one thread. Email, live chat, contact form and Help Center are core, Facebook, Messenger, Instagram, TikTok and WhatsApp connect through the App Store, and Gorgias supplies SMS and Voice itself, with no separate telephony vendor.

The AI Agent is turned on per channel with a toggle, and its replies on Instagram DMs, Messenger and WhatsApp became generally available in October 2026, using the same knowledge, skills and actions as other channels. Gorgias notes that SMS is the most tone sensitive channel and should be tested before activation. SMS and Voice need a separate add on subscription.

Sourcegorgias.com/blog/ai-agent-guardrailsread 2026-10-21

Decagon maintains the agent's own knowledge base, filled by sync from customer systems including Confluence, Contentful and Kustomer. Suggestions keeps it current by finding gaps from conversations, ranking their impact on coverage and issuing monthly content updates. Traces name the knowledge articles the agent referenced. The knowledge base persists between conversations.

Sourcedecagon.ai/product/suggestionsread 2026-09-05

Customers connect knowledge sources and the platform maintains them. Sources include the Gorgias Help Center, the public website and product catalog, uploaded documents, connected public URLs and authored Guidance, all kept across conversations and chosen by relevance at answer time. Grounding is strict, and the agent does not respond at all when the connected sources do not cover the question.

Sourcedocs.gorgias.com/en-us/onboard-ai-agent-with-knowledge-sources-1216498read 2026-09-05

Memory is a named part of the agent engine. It holds customer context across sessions and channels alongside the customer's systems of record, with stated data portability and control, so a conversation started in chat continues by voice without repetition. Decagon does not publish how long memory is kept or how to delete it for one customer.

Sourcedecagon.ai/product/overviewread 2026-09-05

The agent has no memory layer, persistent state store or context across conversations, and reads connected Shopify, helpdesk and knowledge data on each request. The only persistence Gorgias describes is ticket feedback shaping how the AI selects knowledge for similar questions later, which goes into an optimization model that customers cannot locate or delete.

Sourcedocs.gorgias.com/en-us/how-gorgiass-ai-agent-works-1997817read 2026-09-05

Guardrails can be configured for brand voice, escalation and hallucination. A supervisor model revises ungrounded responses before they are sent, bad actor detection escalates to a human, and Watchtower flags conversations for triage against criteria the customer sets. Oversight is automated gating and quality review after the fact, with no customer facing approval queue that holds an agent action until someone signs off.

Sourcedecagon.ai/product/aopread 2026-09-05

Three gates run before anything reaches a customer. An inbound check screens for malicious activity and excluded topics, exclusion and handover topics the customer defines route sensitive subjects to staff, and a second AI model must clear a confidence threshold or the conversation goes to a human instead of being sent. Every AI message is labeled Automated in chat and can be reviewed with its sources.

Sourcedocs.gorgias.com/en-us/customize-how-ai-agent-hands-over-to-your-team-6008591read 2026-09-05

Access controls include role based access control, SSO with Okta and Microsoft Entra, tamper protected audit logs and short lived scoped JWTs for agent access. Data is encrypted with AES-256 at rest and TLS 1.2+ in transit, DLP based redaction removes PII, and model providers are held to zero-day retention. Decagon shows SOC 2, ISO 27001, PCI DSS, HIPAA, CCPA and Data Privacy Framework marks and runs a live trust portal.

SourceDecagon security page and trust.decagon.ai; decagon.ai/securityread 2026-09-05

Gorgias holds SOC 2 Type 2 and HIPAA compliance, published through a live Vanta trust center where the attestation report can be obtained. Third parties regularly test the application and infrastructure, and Gorgias complies with GDPR and CPRA, applies encryption and access controls to PII, and offers SSO including Google. Model providers must follow a zero data retention policy, and interaction data is deleted after processing.

Sourceapp.vanta.com/gorgias/trust/jx7664gsj0n01vjw4ubstread 2026-09-05

Traces explain how and why the agent decided as it did at any point in a conversation, covering model calls, workflow triggers, the knowledge articles referenced, and runtime and latency figures. Watchtower reviews every conversation against criteria the customer defines and flags outliers for triage.

Sourcedecagon.ai/product/overviewread 2026-09-05

Every AI Agent reply on a real ticket carries a Show reasoning summary that explains why the agent answered as it did and why it took actions such as closing a ticket or handing the conversation to the team.

The summary names the skills, guidance, knowledge and actions behind that behavior, each one openable from the ticket, and the AI Feedback tab lists the sources used. Any team member can read the reasoning. Messages the agent sends are labeled Automated, and performance reports show where it is working well. Gorgias names no exportable audit log or connection to a security log tool for these records.

Sourcedocs.gorgias.com/en-us/coach-ai-agent-and-give-feedback-500892read 2026-10-21

The platform runs on multi region infrastructure with autoscaling and automatic failover for resilience. There is no customer selectable region, VPC, single tenant or on premises option, so where data sits depends on Decagon's architecture, not the customer's choice. The product is delivered only as SaaS hosted by Decagon.

Sourcedecagon.ai/securityread 2026-09-05

Gorgias hosts regionally on Google Cloud Platform across servers worldwide, placing each account's data on the server closest to its location, so an EU customer is hosted in the EU. Placement follows location automatically, and customers cannot pick a region. There is no VPC, single tenant or on premises option.

Sourcedocs.gorgias.com/en-us/how-gorgiass-ai-agent-works-1997817read 2026-09-05

Customers build agents by writing Agent Operating Procedures in natural language, or Duet generates them from the customer's own conversation transcripts, applying Decagon's deployment learnings behind the scenes. The seven industry pages are positioning and case studies, not solutions to adopt. There is no template gallery, named prebuilt agent set, blueprint library or industry pack.

Sourcedecagon.ai/product/aopread 2026-09-05

Shopping Assistant ships as a named skill set for one role, which the customer turns on as a unit and configures with its own selling style and discount strategy settings, alongside the default support behavior and a standard set of ecommerce actions. It is the only packaged skill set, with no library to browse, and customers write their own Actions.

Sourcedocs.gorgias.com/en-us/customize-your-shopping-assistant-selling-and-discount-strategy-1216116read 2026-09-05

The agent engine runs on a network of frontier and specialized models, with OpenAI and Anthropic named as providers held to zero-day retention, and model redundancy is a platform property. Routing happens inside Decagon, and customers and admins cannot select the model that powers the product.

Sourcedecagon.ai/product/overviewread 2026-09-05

Gorgias blends several providers internally, and customers cannot choose. Its language abilities come from a blend of state of the art large language models from a few leading providers, including OpenAI and Anthropic, alongside Gorgias's own internal models, and Gorgias describes a direct OpenAI partnership giving deeper model access, with ecommerce tuned prompting on top. Customers cannot select a model, control routing or bring their own model, so Gorgias decides which model serves each turn.

Sourcedocs.gorgias.com/en-us/security-and-privacy-faq-for-gorgias-ai-agent-1997987read 2026-09-05

A REST API for the platform sits at api.decagon.ai, authenticated with a customer issued key passed as a bearer token, and rate limited. An API key can be generated from the Developer page of the Decagon dashboard. The documentation at docs.decagon.ai sits behind a customer login, nothing on the public site links to it, and the public Integrations page describes only connections into the customer's own systems.

SourceDecagon developer documentation at docs.decagon.airead 2026-09-05

A public developer platform at developers.gorgias.com offers a Developer Portal with sign up, a Quickstart, a full API Reference and a Changelog.

REST endpoints come with pagination, rate limits and error handling, public apps use OAuth2 with published scopes and private apps use HTTP Basic, and guides cover creating integrations and widgets in code and wiring in a new channel from a third party app.

Third parties build public apps and submit them for review and publication in the Gorgias App Store. Gorgias also publishes an llms.txt index of every documentation page in Markdown, with endpoints in OpenAPI.

SourceGorgias developer portal, API reference and llms.txt index; developers.gorgias.comread 2026-09-05

Testing & QA and Experiments are customer facing products. Agents are validated before launch with end to end simulated conversations and unit tests. Live traffic is then routed across agent versions to A/B test changes and measure their effect on CSAT, deflection rate and other metrics at scale, with readable results the customer can compare.

Sourcedecagon.ai/product/overviewread 2026-09-05

Changes can be tried before shoppers see them. The Playground runs a test conversation against the live AI Agent settings on any channel, as a new customer, an existing customer with real Shopify order data, or an existing ticket, and it can test an unpublished skill, guidance or Help Center article in place of the published one.

Each test reply shows the agent's reasoning and the knowledge it used, and actions can be switched on against a test profile. Test conversations are free and stay out of reporting. After launch, the Optimize page finds topics where the agent underperforms and points to the knowledge worth improving. Testing is one conversation at a time, with no scored test suite or batch run.

Sourcedocs.gorgias.com/en-us/preview-ai-agent-responses-with-test-conversations-828087read 2026-10-21

The agent acts only through API and MCP connectors, CRM and ticketing integrations, CPaaS platforms and SIP telephony. It does not control a browser or virtual desktop or operate software that lacks a programmatic interface.

Sourcedecagon.ai/product/integrationsread 2026-09-05

The agent does not control a browser, run a hosted session or use a computer. It acts through configured Actions against connected commerce APIs and native integrations, pulling live Shopify, Recharge and Loop data and writing back refunds, order edits and subscription changes, and the Advanced options editor sends HTTP requests to anything not natively integrated.

Sourcedocs.gorgias.com/en-us/how-gorgiass-ai-agent-works-1997817read 2026-09-05