Decagon is an enterprise omnichannel AI customer-service platform. Its agents handle voice, chat and email for contact centres and CX operations across retail, travel, healthcare and fintech, resolving customer issues end to end rather than just routing tickets.
When those conversations involve money (a bill to settle, a deposit to take, an order to complete) the question becomes how payments actually work inside a Decagon deployment. Decagon's marketing references processing payments by securely collecting card details through PCI-compliant voice interactions, and notes that it connects to payment processors and accounting systems. However, Decagon does not publish a PCI DSS certification level or the underlying payment architecture, so whether it captures and processes card data itself or integrates with an external layer is not publicly documented.
This guide is for teams evaluating how to add verified, certified, multi-PSP payment capture to their Decagon agents. It explains why taking cards in an AI voice call requires an isolated, certified payment layer, and how Shuttle provides exactly that: a PCI DSS Level 1 certified Service Provider with secure in-call capture, SMS payment links and routing to 30+ gateways. There is no native Decagon integration: instead, your application invokes Shuttle's Twilio-based secure capture (Shuttle is Twilio's preferred payments partner), which does require you to be a Twilio customer today.
The Payment Challenge for Decagon
Taking a card payment during an AI-driven conversation introduces a hard constraint: raw card data cannot flow through the AI pipeline. The moment a primary account number, CVV or expiry passes through your speech-to-text, transcription, logging, model context or analytics, every one of those systems is pulled into PCI DSS scope. For an enterprise running voice, chat and email at volume, that scope is unmanageable.
The answer is a certified, isolated payment layer that captures card data outside the AI path entirely. The customer enters their card, that data is handled only by a certified processor, and the AI agent never sees, hears or stores it. This keeps the conversation flowing while keeping cardholder data out of your environment. See PCI scope for what this means in practice.
Building that layer yourself is expensive. Achieving and maintaining PCI DSS Level 1 typically costs $500k+ upfront and $200k+ per year in audits, infrastructure and dedicated security staff. Shuttle removes that burden by providing the certified layer as a service.
How Shuttle Works with Decagon Today
There is no native Decagon integration. The handoff is API-driven and built on Shuttle's Twilio-based capture: you must be a Twilio customer, and your application code triggers the handoff at the point of payment. Shuttle handles the payment moment in isolation:
The Decagon agent runs the conversation as normal, resolving the customer's request across voice, chat or email.
When payment is due, your application triggers Shuttle via a simple API call with the amount and reference.
At the point of payment, the card is captured in a secure PCI DSS Level 1 capture (today, via Twilio Pay, with Shuttle as the certified connector) on voice, or via a secure link on chat and email, so card data never enters the Decagon pipeline.
Shuttle processes the payment and routes it to your chosen gateway from 30+ supported providers.
The result is returned to your application, which confirms the outcome to the customer.
One honest caveat to set expectations: the secure capture at the point of payment is live now. Shuttle being present for the entire call is not yet turnkey. Returning the caller to the same Decagon agent after payment works today: you program the return route in your Twilio flow and pass a conversation ID, so the agent picks the call back up with full context. A carrier-agnostic version, which removes the Twilio requirement, is landing later in 2026. You also need some technical resource: Shuttle provides ready-made interfaces for payment links plus the capture and APIs, and you build the agent-side wiring against Shuttle's sandbox gateway for the proof of concept. A native Decagon integration is possible only as a paid project.
How It Works: Step by Step
The Decagon agent identifies payment intent during the conversation.
The amount and reference are confirmed with the customer.
A secure Shuttle payment session is created via API by your application.
On a voice call, a secure PCI DSS Level 1 capture takes over the card collection at the point of payment, isolated from the agent and transcription.
The customer enters their card number using the phone keypad.
The keypad digits are captured by Shuttle inside its certified environment, never reaching Decagon.
Shuttle processes the transaction through the routed gateway.
A webhook returns the success or failure result to your application.
The agent confirms the outcome. Returning the caller to the same Decagon agent and call after payment works today: your Twilio flow routes the call back and passes a conversation ID, so the agent resumes with context. Shuttle provides the secure capture and the result webhook; the return leg is wiring your team owns.
Multi-PSP Support
Shuttle routes to 30+ payment gateways, so you keep your existing processor relationships and pricing:
Stripe
Adyen
Worldpay
Checkout.com
Braintree
Square
Mollie
You can route by client, region, currency or merchant account, which matters for enterprises and agencies running payments across multiple entities. Switching gateway is configuration, not re-integration. A few gateways (Braintree, for example) work for payment links but not for voice capture, because they will not allow raw card data to be passed.
PCI Compliance
Shuttle is a PCI DSS Level 1 certified Service Provider, the highest assurance level. Card data is captured, processed and stored only within Shuttle's certified environment. Your Decagon agents, transcripts, logs and analytics never touch it.
This changes the compliance posture. Because cardholder data is isolated inside Shuttle, your environment can typically qualify for the far simpler SAQ-A self-assessment rather than the extensive SAQ-D you would face if card data passed through your own systems. Fewer controls, fewer audits, less risk.
Beyond Voice: Payment Links
Payment links are the turnkey path. Shuttle issues hosted payment links over SMS, email or chat, including mid-call. Your application can send a link mid-conversation, let the customer pay on a secure hosted page, and receive confirmation back. This suits higher-value transactions, follow-ups, or customers who prefer to pay on their own device, all without adding card data to your scope. Links work even with gateways that do not support voice capture.
Use Cases
Bill-Pay and Collections
Decagon agents handling outstanding balances can take payment in the moment, or set up a payment plan and collect the first instalment, with cards captured securely on every call.
Customer Support Payments
When a support conversation turns into a purchase, an upgrade or a fee, the agent collects payment without handing the customer off to another channel.
Bookings and Deposits
Travel and hospitality agents can confirm a reservation and take a deposit in the same conversation, then send a payment link for the balance later.
Order Taking
Retail and ordering agents can complete a sale end to end, capturing the card by DTMF or sending a link for the customer to pay.
FAQ
Does Shuttle have a native Decagon integration? No. There is no native Decagon integration today. The handoff is API-driven: your application invokes Shuttle's Twilio-based secure capture (Shuttle is Twilio's preferred payments partner) at the point of payment. A native Decagon integration is possible only as a paid project.
Does this require Twilio? Yes, today. The secure capture currently runs over Twilio Pay, so you must be a Twilio customer. A carrier-agnostic version that removes the Twilio requirement is landing later in 2026.
Does Decagon process payments natively? Decagon references collecting card details through PCI-compliant voice interactions and connecting to payment processors, but it does not publish a PCI DSS certification level or its payment architecture. Whether it processes cards itself or integrates with an external layer is not publicly documented. Shuttle adds a verified, PCI DSS Level 1 certified capture layer with clear architecture and multi-PSP routing.
How do I take PCI-compliant payments with Decagon? Your application triggers Shuttle at the payment moment. Shuttle captures the card in a secure PCI DSS Level 1 capture (today, via Twilio Pay) or via a secure link, processes it through your gateway, and returns the result to your application. Card data never enters the Decagon pipeline, keeping it out of your PCI scope.
Which payment gateways does Shuttle support? Shuttle routes to 30+ gateways including Stripe, Adyen, Worldpay, Checkout.com, Braintree, Square and Mollie. You keep your existing processor and pricing. Switching gateway is configuration, not re-integration. A few gateways (Braintree, for example) work for payment links but not for voice capture.
Should we build PCI Level 1 ourselves instead? You can, but it typically costs $500k+ upfront and $200k+ per year to maintain. Shuttle provides the certified layer as a service at $0.20 per successful transaction for voice, with no setup, monthly or per-seat fees. Payment links are currently free (a new model is coming).
Does this work for outbound calls? Yes. Outbound collections and sales agents can capture payment or set up a payment plan in the same conversation, with the same secure, certified capture.
Related Reading
AI Voice Agent PCI Payments: the technical pattern for capturing cards in AI voice calls.
Voice Payments: how secure payment capture works over voice channels.
The Payment Layer for AI Agents: why AI agents need a dedicated, certified payment layer.
Sierra Payments: adding certified payment capture to Sierra AI agents.
Contact Centre Payments: the full picture on PCI-compliant payments across contact centre channels.
Add Payments to Your Decagon Agents
Add verified, PCI DSS Level 1 certified payment capture to your Decagon deployment with Shuttle's Twilio-based secure capture, SMS payment links and routing to 30+ gateways, at $0.20 per successful transaction for voice (links currently free) with no setup or monthly fees. Shuttle provides a Pay Connector on the Twilio Marketplace.
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