Features
Slack-native ticket creation with zero training
Email-to-ticket with threading & attachments
Web chat, Teams & API intake in one view
Agentic AI for automatic triage and deflection
Confidence-scored answers with human fallback
Self-learning knowledge base auto-drafts from resolved tickets
100+ two-way integrations with native sync
Conditional branching and multi-step automations
Custom agentic prompts for bespoke logic
SLA/SLO alerts tied to on-call rotations
Deflection, CSAT, and resolution-time analytics
Automatic gap analysis and KB suggestions
On-call rotations with availability and expertise routing
Customer portal with knowledgebase sync
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
