Comparison

OpenAgent vs Decagon

Decagon and OpenAgent both aim to automate the majority of support tickets with AI. The key difference is their target market: Decagon is positioned at mid-market and enterprise companies with complex existing tool stacks, while OpenAgent is built specifically for ecommerce and Shopify — with native order actions, flat pricing, and a built-in help desk that gets you live in hours, not weeks.

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OpenAgent vs Decagon at a glance

Feature	OpenAgent	Decagon
Built for ecommerce	Yes — Shopify-first	General enterprise support
Native order actions (track, return, refund)	Built in	Custom API integration
Pricing model	Flat monthly plans, no per-resolution fee	Usage-based, resolution-volume pricing
Time to launch	Hours (self-serve)	Weeks (enterprise onboarding)
Human handoff + shared inbox	Included	Layers on existing help desk
Product recommendations	Built in	Not included
Channels (chat, email, social)	All included	Chat and email focus
Cart recovery / revenue features	Built in	Not a focus
Minimum commitment	No contract required	Enterprise contract

Why ecommerce teams choose OpenAgent over Decagon

Ecommerce-native order actions

OpenAgent handles order tracking, returns, exchanges, and refunds natively through its Shopify integration. Decagon requires custom API integrations to perform the same actions, adding engineering time and ongoing maintenance.

Flat, no-surprise pricing

OpenAgent's flat plans have no per-resolution or per-seat fees. Decagon's pricing is usage-based and tied to resolution volume, which can spike unpredictably during sales events.

Live in hours, not months

OpenAgent is self-serve: install, train, launch. Decagon's enterprise onboarding typically spans weeks of implementation and configuration work before the agent handles real traffic.

Built-in help desk and handoff

OpenAgent ships with a shared inbox for human escalation. Decagon primarily layers on top of existing help desks, requiring you to maintain multiple tools.

Pricing compared

OpenAgent

Flat monthly plans as of August 2026 — Free, Desk at $149, Front Desk at $399, Concierge at $1,200 — with unlimited text conversations and no per-resolution fee; voice minutes are the only meter.

Decagon

Usage-based pricing tied to resolution volume; enterprise contracts with custom quotes. Not publicly listed.

OpenAgent is far more predictable for ecommerce brands with seasonal volume swings. Decagon's per-resolution model can create cost spikes around sale events.

Choose OpenAgent when

You run a Shopify, WooCommerce, or BigCommerce store and want order actions out of the box
You need predictable flat pricing through peak season
You want to be live in hours rather than weeks
You want built-in product recommendations and cart recovery alongside support

Choose Decagon when

You are a large enterprise with a sophisticated existing help desk stack
Your support volume justifies a resolution-volume pricing model
You need deep integrations into Salesforce, ServiceNow, or similar enterprise platforms

Switching from Decagon

Moving from Decagon to OpenAgent means consolidating your AI agent and help desk into one tool. Export your knowledge base, import it into OpenAgent, connect your Shopify store, and configure escalation rules. OpenAgent's native order actions replace any custom Decagon integrations. Most ecommerce teams are fully live in under a week.

Frequently Asked Questions

Yes. OpenAgent is purpose-built for ecommerce with native Shopify order actions — no custom integration work required. It also ships with a built-in help desk, so you can replace both Decagon and a separate ticketing tool.

OpenAgent uses flat monthly plans with no per-resolution fees. Decagon uses usage-based pricing tied to resolution volume, which can spike significantly during Black Friday or other high-traffic events.

OpenAgent typically achieves 60-80% deflection rates for ecommerce support, comparable to Decagon's enterprise benchmarks. The difference is OpenAgent is tuned for ecommerce query types — order status, returns, product questions — rather than generic enterprise support.

Most Shopify stores are live in under a day: install the app, connect your knowledge sources, and deploy the chat widget. No professional services engagement required.

Yes. OpenAgent includes a shared inbox with routing rules, agent availability settings, and full conversation context passed on handoff — everything needed to escalate from AI to human without losing context.

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Ready to switch from Decagon?

Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with OpenAgent.