Decagon Product Foundations

Your AI agent isn’t just a support tool; it’s the first impression of your brand. You can customize Decagon’s agents so they feel like a natural extension of your team.

Customization starts with global rules that shape tone, escalation behavior, and language patterns across all conversations. These rules ensure your agent stays on-brand and on-policy, whether handling chat, email, or voice. For example, a bank may prefer clear, formal language without emojis, while a retail brand may adopt a casual, friendly style. Existing brand voice guides and glossaries can be imported directly into Decagon.

Visual design also plays a role. The chat widget can be customized with your brand’s colors, avatar, and header, making it feel native to your website or app. Once a customer opens the chat, you control the welcome message. It can be a simple greeting or a dynamic one tailored to metadata such as language, role, or product line. 

The same flexibility applies to email templates. You can personalize greetings, signatures, and footers or set defaults when data is missing. Built-in language detection ensures these elements automatically adjust to the customer’s language, keeping messages personal and consistent.

For voice AI agents, customization goes deeper. You can choose from voice profiles and fine-tune speed, stability, and tone. Language options and background effects let you create a voice experience that feels both authentic and brand-appropriate.

Taken together, these layers of personalization transform your AI agent into a brand ambassador. Customers experience a consistent, thoughtful interaction at every touchpoint, no matter the channel.