Introducing Agent Modules: extending your agent across the entire customer journey

Today, we're introducing Agent Modules, which bring together the infrastructure, analytics, and campaign orchestration for customer journeys beyond support. Modules arrive alongside Voice 3, Personal Agent Gateway, and Duet Apprentice at Decagon Dialogues.

Enterprises brought Decagon agents into the contact center to redefine customer support. Those same agents now qualify leads, onboard new users, collect payments, and grow existing customer relationships. We've spent the past year building the capabilities to support these use cases alongside leading enterprises.

Modules support the customer journeys that matter across industries, with a catalog that keeps growing.

Most platforms leave teams to build all of that from scratch. Modules instead provide a foundation shaped by our experience supporting these journeys in production and the capabilities they require beyond traditional support.

The foundation, built around your business

Modules provide the infrastructure to run each journey, not a pre-written workflow. Your team defines the business logic, with Duet helping translate your processes into agent behavior.

In collections, for example, your policies differ from another lender's. Your team sets the disclosure language, approved payment plan tiers, and conditions that require a handoff to a human. Duet draws on your SOPs, policies, integrations, and knowledge sources to help build an agent that follows those rules.

Before launch, Simulations let your team test that behavior against personas with varying intents, such as a customer disputing a balance or one who needs a payment plan. Once live, module-specific analytics measure the outcomes that matter to the journey. For collections, that means tracking recovered payments, not just whether a conversation was resolved.

These journeys rarely end in one conversation. Campaign Composer lets teams sequence touchpoints across channels and time: a payment reminder by SMS, a follow-up call if it goes unanswered, and a handoff to a collections representative when needed. Steps can sit days or months apart, and each begins with the history of everything that came before.

Manage every journey as one agent

As teams extend an agent across more journeys, they need a shared way to manage them. Without a management and orchestration layer, teams configure their parts of the agent independently, and the controls drift apart.

That layer supports multiple instances, so the team that owns collections ships on its own schedule without waiting on the team that owns onboarding. Separate access controls let each team manage its part of the agent, while analytics aggregate across instances to give admins a view of the whole customer relationship.

To the customer, it should feel like one continuous experience. Memory carries across sessions, channels, and instances, helping customers avoid repeating information they've already shared. The sizing question a customer asked while browsing last week is still on hand when the agent follows up with a personalized offer.

One front door for your business

Modules bring together the capabilities to extend your agent across the customer journey and one layer to manage the whole relationship.

Support was the first place enterprises trusted an agent to act on their behalf. Modules help extend that trust to the rest of the journey.

If you'd like to see which modules fit into your customer journey, book a demo.