Hertz to Pilot Decagon Gateway for Muse Reservation Changes

Decagon announced on November 13, 2026 that Hertz is joining its Personal Agent Gateway in a pilot that will let renters ask Meta’s Muse to change or extend existing reservations and receive a confirmed outcome in the same conversation.

The connection will use Poppy, Meta’s implementation of the open Personal Agent Protocol, to link Muse with Hertz’s AI-powered reservation and customer-support platform. Decagon describes Hertz as one of the first enterprises to give personal agents a direct channel, with Muse set to be the first personal agent on Hertz’s channel.

How a Muse Request Will Reach Hertz

For a renter who wants to keep a car for two extra days, Muse will send the request to a dedicated agent-to-agent channel alongside Hertz’s chat and voice channels, rather than requiring a phone call or a visit to Hertz’s website. Hertz’s Decagon agent will process the change and send the updated booking back to Muse for confirmation with the renter.

The request will use the same Agent Operating Procedures, or AOPs, that handle reservation requests in Hertz’s existing agent. Those procedures cover customer verification, rental policies and handoffs to live agents. The setup lets Hertz reuse reservation logic built for its other service channels while gaining visibility into requests arriving through the new one.

Hertz’s Policy Controls

Hertz decides which requests are available through the channel, which actions occur, their order and the policies that apply. Muse will carry the renter’s request and the outcome, while Hertz’s own agent will fulfill it under that workflow. Hertz can expand the available request types as it learns from the pilot.

Yatin Patel, senior director of product management, customer experience and mobile app at Hertz, said: “As more travelers begin using personal agents like Muse to plan and manage their trips, our collaboration with Decagon allows us to explore new ways to serve customers while delivering the consistent, reliable experience they expect from Hertz.”

Gateway Permissions and Additional Agents

Decagon introduced Personal Agent Gateway on October 1, 2026 to identify personal agents, route their requests and control what they can do. Its detection function flags likely personal agents in live chat and voice, while the business decides what happens next and what those agents can access. The dedicated channel handles routing, trust and resolution for agents that identify themselves.

Permissions sit inside AOPs. A business defines the scopes an agent may request and marks the workflow sections requiring each scope; sections without the required scope are not exposed to the agent. Decagon says that once those policies are set, additional personal agents can connect to the same channel and AOPs regardless of their authorization protocol, without rebuilding the workflow logic.

The pilot therefore tests whether Hertz can extend an existing reservation workflow to a customer’s personal agent without giving up control over scope or escalation. A confirmed booking returned through Muse would complete the agent-to-agent handoff, while visibility into pilot traffic gives Hertz a basis for deciding whether to add more request types.