Features
AI Agents for end-to-end ticket resolution
AI Copilot for agent drafting and suggestions
AI QA for automatic quality scoring
AI Insights for topic clustering (coming soon)
AI Knowledge Hub (coming soon)
Omnichannel inbox (email, chat, voice, Slack)
Shared inboxes with assignment and collision detection
Workflow automation (rule-based and agentic)
Ticketing with SLAs and approvals
Knowledge base and customer portal
Customer portal for self-service
Mobile app for iOS/Android
Pre-built and custom analytics
CSAT surveys and SLA tracking
Unified omnichannel inbox (Slack, Teams, WhatsApp, Email, Chat, Discord, Phone)
AI agents for autonomous resolution up to 50%
Intent-based routing and triage
Ask AI for customer data queries and chart generation
Knowledge automation with gap detection and article drafting
Account intelligence with churn signals and renewal risk
Native phone support with call-to-context (Mar 2026)
WhatsApp group messaging (Jun 2026)
Bulk account update via CSV (Jun 2026)
Create Salesforce opportunities from Pylon (Jun 2026)
Customizable priority icons and labels (Jun 2026)
Custom dashboards and reporting
SLAs, CSAT surveys, assignment rules
Custom fields, tags, triggers, macros