Decagon — resolutionOutcome contract

Decagon states you pay only when the AI resolves a conversation from start to finish and that there is no charge when the case is passed to a human. The vendor notes that defining a resolution 'can be tricky'. No public operational definition exists, so the vendor lens below is a conservative placeholder to be replaced with the criteria in your Decagon order form.

Contract ID: decagon_resolution
Source: https://decagon.ai/glossary/what-is-resolution-based-pricing
Retrieved: 2026-09-11
Notes: Also: https://decagon.ai/blog/pricing-ai-agents (retrieved 2026-09-11). Only published rule encoded: case passed to a human → no charge. The verified condition is NOT published by the vendor; the placeholder requires explicit customer confirmation and must be replaced with the contracted criteria. https://decagon.ai/pricing returned 404.

Vendor lens

Reproduces the vendor's published definition as closely as public documentation allows.

Verified if all of: customer confirmed resolved within 30d of the claim
Not verified if any of: escalated to a human within 7d of the claim; a duplicate claim exists for the same subject in the period
Unverifiable if any of: required fact source not connected: conversations

Strict lens

Applies the same definition with longer windows and additional checks a controller would expect.

Verified if all of: customer confirmed resolved within 30d of the claim
Not verified if any of: reopened within 30d of the claim; escalated to a human within 7d of the claim; a human agent replied within 7d of the claim; a refund or credit was issued within 30d of the claim; customer left a negative satisfaction rating; a duplicate claim exists for the same subject in the period
Unverifiable if any of: required fact source not connected: conversations; subject could not be matched in any fact source
Override (supporting evidence only): transcript label is customer_indicated_unresolved, abandoned → NOT_VERIFIED

Unknown fields

Things the source has not published. No value is assumed for these.

channels
currency
reopen_handling
time_window
unit_price
verified_conditions

Contract YAML

The machine-readable contract compiled into both lenses. Sign in to select it for your tenant or fork it.

# Decagon — resolution-based pricing. The vendor publishes no operational definition of a resolution.
id: decagon_resolution
version: 1
vendor: decagon
vendor_display: "Decagon"
outcome_type: resolution
claim_source: generic.csv
subject_kind: conversation
description: >
  Decagon states you pay only when the AI resolves a conversation from start to finish and that there is no charge
  when the case is passed to a human. The vendor notes that defining a resolution 'can be tricky'. No public
  operational definition exists, so the vendor lens below is a conservative placeholder to be replaced with the
  criteria in your Decagon order form.
source_citation:
  url: "https://decagon.ai/glossary/what-is-resolution-based-pricing"
  retrieved: "2026-09-11"
  title: "What is resolution-based pricing? | Decagon"
  notes: >
    Also: https://decagon.ai/blog/pricing-ai-agents (retrieved 2026-09-11). Only published rule encoded: case passed
    to a human → no charge. The verified condition is NOT published by the vendor; the placeholder requires explicit
    customer confirmation and must be replaced with the contracted criteria. https://decagon.ai/pricing returned 404.
unknown_fields: [verified_conditions, time_window, unit_price, currency, reopen_handling, channels]
lenses:
  vendor:
    verified_if:
      all:
        - customer_confirmed_resolved: {within: "30d"}
    not_verified_if:
      any:
        - escalated_to_human_within: "7d"
        - duplicate_claim_for_subject
    unverifiable_if:
      any:
        - missing_fact_source: [conversations]
  strict:
    verified_if:
      all:
        - customer_confirmed_resolved: {within: "30d"}
    not_verified_if:
      any:
        - reopened_within: "30d"
        - escalated_to_human_within: "7d"
        - human_reply_within: "7d"
        - refund_or_credit_within: "30d"
        - csat_negative
        - duplicate_claim_for_subject
    unverifiable_if:
      any:
        - missing_fact_source: [conversations]
        - identity_unmatched
    overrides:
      - when: {transcript_label_is: [customer_indicated_unresolved, abandoned]}
        verdict: NOT_VERIFIED
exclusions: []
billing:
  unit_price: null
  currency: USD
  unknown_fields: [unit_price, currency]

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