Decagon turns proactive agents into compliant campaigns

What it does

Decagon on Tuesday extended its proactive-agents push with Campaign Composer, announced September 2 on the company blog and timed to Decagon Dialogues 2026. Earlier this year, Proactive Agents gave Decagon’s customer-service agents the ability to reach out first instead of waiting for the customer to show up; Campaign Composer turns that ability into full outbound programs. A campaign does not stop at a single touch — it follows up over days or weeks until the outcome is met: remind a customer about an upcoming payment, check in on a prescription refill, sell an upgraded seat on an upcoming flight, picking the case back up where it left off each time. The company’s framing is blunt: building a tool that can place a call or send a text is the simple piece; the hard part is running outbound at scale in a regulated business — configuring the outreach strategy, staying compliant with state and federal regulations, and optimizing based on what works across millions of attempts. Campaign Composer is the control center for all of it, configured by your team in one place. Channels, the hours campaigns are allowed to run, retry logic, attempt caps, and cadence live in the product — yours to change without an SDK build or a ticket to a vendor. Mid-conversation, when a customer says now is not a good time, the agent books a scheduled callback, so the touch becomes a planned next step instead of a dropped thread. The compliance layer is configurable the same way: suppression based on contact-specific fields, opt-out and wrong-party flags, dispositions, and built-in PII and PHI redaction — the controls that let regulated customers meet Reg F and Reg X at scale on a platform that also meets PCI, SOC 2 Type 2, HIPAA, GDPR, and CCPA. The release ships throughput visibility with it: call distribution spreads attempts across the business-hours window instead of firing everyone at once, surfacing which times of day connect best, and Decagon’s Duet reads campaign results to identify the best times to reach people, which messaging performs, and where the funnel loses them. The named deployments mark the territory: Hertz runs outbound car-rental return confirmations, resolving late returns on the spot and recording every outcome; a prescription-refill agent navigates a pharmacy’s phone tree on its own, under HIPAA, and tries again later if it must. Every campaign carries its own definition of a good outcome — and every outbound conversation tells the next one something.