Home/Connect/Decagon × Intercom
The agent
The system

Make Decagon act in Intercom — safely

Decagon handles the conversation; Upware carries the action — refund, update, or resolution — back into Intercom and the systems behind it, governed, attributed, and fully audited.

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Governed by policy & RBAC Full audit trail Outbound-only on-prem bridge No rip-and-replace
The gap

Decagon stops at the Intercom boundary

Decagon resolves conversations, but the action that closes the loop — refund, update, fulfillment — lives in systems of record it must reach safely.

Three ways to close it

Only one is governed

Decagon alone
Acts in IntercomNo
Governedn/a
Auditedn/a
Custom API glue
Acts in IntercomSort of
GovernedYou build it
AuditedYou build it
Decagon + Upware
Acts in IntercomYes
GovernedPolicy + RBAC
AuditedEvery action
In practice

From conversation to closed-loop action

A customer contacts support about a subscription charge they don't recognize. Decagon reads the Intercom thread, pulls the customer's context, and determines a refund is warranted. Rather than stopping there, Upware executes the refund in the billing system, writes the resolution outcome back to the Intercom conversation, and tags the ticket as resolved — all under RBAC controls tied to the agent's permission scope. Every system touched is captured in the audit trail: who authorized it, what changed, and when.

The harness

AI to learn. Deterministic to execute.

Upware learns the process once and encodes it as a mostly-deterministic workflow: system interactions replay exactly, and any LLM steps are wrapped in policy, verification, and audit — so execution stays governed and drift-proof.

O
Observe & Learn
Records the real workflow once, across every system it touches.
G
Generate
Builds the API, data flow, and logic automatically — no integration project.
E
Encapsulate
Wraps it as a governed AI skill over secure MCP or API.
R
Run
Executes deterministically — RBAC, audit, and scale built in.
FAQ

Common questions

Decagon already integrates with some tools. Why do we need Upware on top of it?
Decagon's native integrations cover the conversation layer well, but the actions that close a support ticket — processing a refund, updating an order, modifying an account — live in systems of record that often have no API or require strict policy controls. Upware learns those workflows once (no API required), wraps them as governed AI skills, and gives Decagon a safe execution path with RBAC and a full audit trail. It handles the systems Decagon can't reach directly.
How does the audit trail work across Intercom and the other systems Upware touches?
Upware's on-prem bridge records every action deterministically — what was read from Intercom, what was written back, and what happened in any connected system of record. Each step is attributed to the originating agent request and the policy that authorized it. This gives compliance and operations teams a cross-system record of every customer interaction outcome, not just the conversation itself.
What happens if an action falls outside the agent's permitted scope?
Upware enforces RBAC at execution time, not just at the conversation level. If Decagon requests an action the governing policy doesn't permit for that agent role or customer context, Upware blocks it and surfaces the decision point for human review. The policy rules are defined once by your team and apply consistently across every interaction — no ad hoc overrides, and every block is logged.

Connect Decagon to Intercom

See a governed action go from recorded workflow to live in days.

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