Features
Deflection AI: auto-resolves tickets from past tickets, help center, live data
AI Copilot: auto-generates suggested replies with reasoning and references
Escalation Copilot: one-click escalation to Slack or Jira with full context and two-way sync
AI Tagging & Field Filling: auto-categorizes and fills ticket fields, supports ticket form selection
Call Insights & Summary: transcribes and summarizes calls with customizable templates
Quality Assurance: scores 100% of conversations against custom criteria
Troubleshooting Agent: investigates code, logs, recordings, and tools for root cause
Ticket Trends and Topic Insights: analytics on ticket patterns
Multilingual support (50+ languages)
Knowledge base and training material management
Custom workflows and trigger conditions for AI assignments
Shopify integration for real-time order context
Two-way sync with Slack and Jira
SOC-2 Type 2 certified, GDPR compliant, hosted on Microsoft Azure in Europe
Escalation forms with custom fields and unlimited escalations
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
