Changelog
Surveys
• Create and send out NPS surveys to customers across channels like email, chat, and Slack
• See out-of-the-box analytics or rollup survey results using formulas, for example for account-level NPS
• Send generic surveys to collect ratings and feedback on specific features or products
Files can be uploaded on the account level.
Percentage field type from Salesforce field sync is now supported.
Endpoints for creating, updating, and deleting tasks, milestones, and projects.
Proactive chats issues now send notification emails to customer if they are unread.
Inline playbacks for video attachments in issues.
Updated UI for tagging users.
Account Intelligence
Turn valuable signals scattered across your customer conversations into actionable insights.
Here's how Account Intelligence works for you:
• AI Fields 📊: Tell AI what to track in each account—pull insights from customer and internal conversations, CRM, product data, and more.
• AI Notebooks 📓: Get instant context on any customer with customizable AI blocks that surface the full story behind every field.
• Formulas + Formula Copilot 🧮: Build custom formulas by describing what you want in plain English, like health scores combining sentiment and engagement.
• Projects & Tasks 📌: Organize action items into structured projects with AI-generated tasks and project templates that both you and your customers can track.
• AI Call Followups 📞: Extract action items from call recordings and turn them into trackable tasks for you and your customers.
Microsoft Teams Chat Integration
Connect Microsoft Teams to Pylon to track issues and respond to messages all in one place.
Improved notebook formatting: AI now supports better spacing, bolding, and structure.
Use contact language as a variable in runbooks—tailor AI Agents with instructions based on the user's native language.
Implemented email hash verifier to help validation identity verification.
Agent Modes
• AI Agents can be enabled in QA mode, where they will post internal notes instead of responding to customer issues, allowing you to review responses.
• QA mode generates issue logs that include which sources the AI Agent used in answering questions
Keyboard Shortcuts
New palette of keyboard shortcuts accessible across the app, including quick navigation to specific pages or quickly searching for certain objects.
Give feedback on AI responses.
Redshift integration for data warehouse sync - connect to sync Pylon issue data into Amazon Redshift.
Improved UI for knowledge base, customer portal, and ticket forms.
Cleaner email rendering when dark mode is enabled.
Admins can see all calendars connected by team.
Account ID is now a syncable field in CRM integrations.
Account ID is a new selectable column in spreadsheets.
New endpoints for linking product issues to Pylon issues.
Reply all and forward options are now available for emails.
Format number fields to display currency, commas, and more.
New Brand Center as single central place to maintain logos, colors, and typography.
In-app chat enabled by default in KB for logged-in users
Allow clearing out time delay queue in triggers.
Human-guided Runbooks
• Write runbooks that both humans and AI Agents can execute.
• AI Issue Suggestions will suggest when a runbook is applicable, and a team member can click the runbook to directly execute it.
Calendar Integration
• Team members can connect their Google or Outlook calendars for customer meetings to automatically feed into Pylon.
• Two new default fields: Last Meeting Date and Next Meeting Date that stay updated across all accounts, allowing you to create views for those you haven’t met with, or use the fields in account notebooks.
You can now use code as training data and connect GitHub repositories to AI Agents and AI Assistants.
New default analytics dashboard for anyone using AI agents for agent funnel metrics.
New quick action for creating a new issue.
Graph series now come with intelligent names by default.
AI Agents V2
• Runbooks: Step-based natural language instruction manuals to specify how the Agent should operate in specific scenarios. Includes the ability for the Agent to take actions within Pylon or custom actions via API.
• End-to-end analytics on the agent funnel, including assign rate, response rate, resolution rate, etc.
• Advanced testing and debugging capabilities including backtesting your AI agent on old issues, stepping through agent execution of a runbook with a debugger, and inspecting agent performance on specific issues with reasoning.
• Granular control of training data, including removing specific pages from a web scrape.
Multi-Step Triggers
Triggers now feature a pwoerful canvas-style builder that allows you to:
• Branch logic using "If" and "Else If"
• Add multiple kickoff conditions
• Stack time delays
• Title different branches
• Disable specific conditions
• Use AI filters to intelligently route issues
Learn more about how to use triggers here.
AI Knowledge Base Search
Get a synthesized answer with a citation as the top result when searching questions in the knowledge base.
Drag columns to reorder.
Set colors for select and multi-select options
Auto-focus on URL field when adding links.
Customizable Sidebars
Change the ordering and visibility of fields and modules on the issue and account sidebar. Learn more here.
New UX for adding new fields as columns.
Ticket forms now allow video uploads.
Pylon attachment in Linear now shows ticket number.
Email notification trigger allows adding issue requester as recipient.
Global Support Hours
Create support hour schedules with default or custom holiday settings and assign them to specific customers.
New UX for merging issues.
Filters for setting context. Specify what your Ask AI query should search over.
The search icon now opens the same unified search experience as command search.
Warning when saving shared views.
CSV export now contains links to linked external issues (Jira, Linear, etc).
AI Issue Suggestions
See recommendations above the message editor for similar issues or documentation that may help you solve the current issue.
Thinking state in chat widget while AI is answering.
Create issues without needing to link them to an account.
Share a direct link to the AI issue summary.
Create internal threads for issue groups.
Drilldowns on single stat chart types.
Sort graph by formula field.
Easily move graphs between dashboards.
Duplicate action for default dashboard.
Surface multilingual metadata in knowledge base APIs.
Add or retrieve issue followers through the API.
Issue Groups
Introducing parent-child relationships between issues and a new interface to manage parent issues. Learn more here.
New UX for the Linear, Jira, GitHub, and Asana module.
Export charts to CSV.
Greatly improved load times of dashboards.
New account fields available as template variables in AI blocks (Account Notebooks).
Added number of touches metric in issues API response.
Allow searching issues by contact follower.
Create multilingual articles using knowledge base APIs.
Multilingual Knowledge Base
Replace the default "How can we help?" header with any phrase
Save filters on default dashboards.
Default lookback for charts is now 120 days.
New default field for Language.
Internal note notifications now default the editor to internal note.
CRM details available in API.
Article visibility surfaced in API.
Custom Activity Types
Learn more here
• Create custom account activity types like "New Champion Detected"
• Write activities to accounts directly via the API from other tools or your product
Create charts using AI.
Create, update, and delete account highlights via API.
Move contacts between accounts via API.
Recent calls show inline within the issue.
AI titles can now be edited.
AI Agents now available in Discord.
Variables can be templated into webhook paths.
Allow marking webhook headers as secret for secure storage.
New fields for issue.created_at and issue.resolution_time.
External ID values visible in account sidebar.
Autolink to Linear issues when Linear Slack integration is used.
Account Highlights In Proactive Issues
Objects can be @ mentioned to guide query.
Edit view titles and icons inline.
Customer portal URL and title now available in issues CSV export.
Issue sidebar now includes a direct link to the accounts page
Account notebooks can be reordered.
Set expiration dates on account highlights.
New default column for account creation date.
Spreadsheet view now searchable by domain.
External IDs now appear in the account notebook sidebar.
New contacts page in settings to view all contacts.
Analytics dashboards can be reordered.
Support for sync of long text account fields from CRM.
Download as PDF option.
Analytics Formulas
Bulk reply to a group of issues.
Multiple channels per account. You can route issues from multiple channels into the same account and manage each channel's settings separately.
New contacts pane.
Use template variables into AI prompts.
Account owner filter can be set as current_user.
Filter analytics by Product Issue.
Limit knowledge base articles to be visible only to the AI agent.
New issue channel filter.
Support for blockquotes.
Microsoft login is now supported.
See team membership on the users page.
New trigger kickoff condition based on whether a message is an internal note.
New templated iFrame URL for account.crm_account_id.
New message redaction API endpoint.
Account Management
We’re launching Account Management: One place to see, manage, and share customer context—so you can support customers proactively, not just reactively.
• Plug in data from customer calls in addition to async communication from email, in-app chat, Slack, Microsoft Teams, Discord, etc. and CRM data that Pylon already has access to.
• Use notebooks to iterate on blocks of information you want AI to surface for different use cases, or add blocks like analytics graphs, engineering issues, or other custom data.
• Ask questions about accounts to pull up information you need—right when you need it.
• Pass context across customer success, sales, and support so everyone is on the same page when working with customers.
• View the most recent activity like champions leaving/joining, recent calls, and custom events.
Generate Charts From Analytical Questions
New feedback notifications UX, now with email alerts.
Add GitHub as a social footer icon.
Articles code blocks support HTML.
Cleaner message editor with collapsed formatting options.
The page URL the user was on is now available in the Issues API for chat issues.
New template variable for issue.last_message.author.name.
Redesigned In-App Chat
• New and greatly polished chat experience for your users.
• Improved chat configuration experience.
Discord Integration
View, respond to, and track customer requests from Discord. Learn more here.
Improved incident.io integration now uses incident numbers.
Jira module now shows a native Pylon issues link directly on the Jira issue.
New API to snooze issues.
New APIs to delete accounts and contacts.
Custom statuses can now be reordered.
Differentiate between status categories. Customers can easily see which tickets need their action and which are waiting on you.
Subject and description fields are now optional. Build forms that just have field values—no free text required from the user.
Choose which custom data is available as part of federated search within your KB.
Attachment URLs are available as a field.
Auto-translation
• Automatically translate incoming customer messages into your native language.
• Write replies in your native language, and they'll be sent to your customer in theirs.
CRM Sync Revamp:
• Sync account-level fields from Pylon into your CRM
• Enjoy an improved UX for mapping accounts and syncing fields!
Customize AI copilot’s Tone.
Assignment and UI Revamp: See your teams and their assignment policies in one place.
New default fields:
• New fields for Last Customer Activity, Last Broadcast Sent, Number of Issues(90d) and Customers in Channel.
• Create account views in Pylon to identify Unengaged customers, customers with low issue volume, and customers with empty channels.
New next operator for filtering date-based custom fields.
Jira integration now includes an issue type picker when creating tickets from Pylon.
Agents can now read and interpret images in conversations.
Images are now supported in email signatures.
Export issues to PDF.
View the original raw email for email issues.
Snoozed issues now have a visual indicator on the card level.
Use "from email" as a filter condition in triggers.
New template variables for actor (the user executing the macro).
Macro visibility can now be customized on a more granular level.
Added support for tracking time in custom status metric.
Set user roles in bulk from user management space.
Analytics Revamped
Total end-to-end revamp of analytics featuring significantly improved UX and functionality.
• Huge improvements to UX and ease of chart building.
• Custom dashboards and charts with resizing, drag & drop, and more.
• Complete set of filters on the dashboard and chart level.
• Preview chart data in tables below the chart.
• Fullscreen, print, and share charts and dashboards.
• Drilldowns to click into graphs and see individual data points.
Proactive Chat Issues
• Open up proactive issues with specific users in your app to notify them or offer help.
• Available via creating a new issue in the Pylon dashboard or via API!
Now available as a Copilot within the issue sidebar.
Conditional visibility of ticket form fields.
Autocomplete email addresses based on past recipients of email issues.
New selectable column in list view for associated engineering tickets.
List view columns are now easily reorderable.
Customizable card previews.
Chat share links will unfurl in Slack.
Set subject lines, titles, and recipients directly in macro.
Allows customers to view custom fields without editing access.
Account Management View
• New spreadsheet view for accounts: Quickly edit cells inline, bulk select to take action
• Create, hide, reorder, and share views: Now all visible from your navbar
• Flexible columns: Customize, reorder, and change width of columns
• Export account lists to CSV
Microsoft Teams Broadcasts
Complete with rich text formatting, images, and engagement tracking!
Users will see chat responses via email and can reply directly from their inbox.
Create a proactive issue in Microsoft Teams.
AI title is now a selectable column on the issues list view.
New layout option to display only unread issues in your view.
Article status field now has a new option for "No article needed".
Now supports image and file attachments.
Misconfigured integrations now display an unhealthy badge.
Snowflake now supports key-pair authentication.
Slack Ticket Forms
Use triggers to send out ticket forms directly in Slack 🤯 Learn more here.
Context hints on what the AI is searching. See how AI interpreted your query to give you hints on how you may want to reword your next query.
Banner on issues when being handled by the agent.
Ticket forms per customer. Granularly specify which customers can see each ticket form in the customer portal.
AI Issue Summaries
Always up-to-date issue summaries in our new AI Copilot tab 👀 Use summaries for passing off context on complex tickets (especially through timezones), reviewing tickets easily, and sharing out key information with the broader team!
Analytics Drilldowns
Click into graphs to see individual data points!
View which user left feedback.
Upload files as training data, usable by all AI features.
View graphs in fullscreen.
Print analytics dashboards.
New Analytics Dashboards
Now with a greatly improved UX, using the filters you know and love from across Pylon. Stay tuned for improvements to more improvements to custom dashboards!
Send Scheduled Messages
Send replies or notes at a scheduled time in the future when you know your customers or teammates will be online. Learn more here.
Embedded Knowledge Base
View and send links to knowledge base articles directly from the issue view. Click the "Knowledge Base" icon on the right sidebar to toggle!
Add images inline in emails and Slack messages.
New filters for articles by status, author, and more.
Common topics based on customer questions.
Allow team assignments schedules to override the assignee.
New hourly cadence option for more frequent syncs.
New filter for the body of the latest message.
Create internal email threads.
Query responses are now streamed - so expect much faster performance!
New action to snooze issues in bulk.
New action to follow issues in bulk.
Set the initial status when creating an issue manually—instead of defaulting to "New".
New trigger action: Add a reaction to an issue.
Drafts Tab
View and manage all your draft messages in one place!
Pass down account_id to associate issues with specific accounts.
Pass down account_external_id to force association of issues with a certain account using your internal customer identifiers.
Feedback submission is now available for articles in the embedded knowledge base.
External links connected via training data are now visible in the sources list.
External links connected via training data are now visible in the sources list.
When creating email issues via the API, you can now add BCCs and CCs.
Incident.io integration for creating an incident via. triggers.
Views can now be reordered by dragging.
Number of touches is now available as a syncable field.
Issues flagged for needing documentation now open in the sidebar on the knowledge gaps page.
Email addresses or domains can be bulk added to spam blocklist.
New last_message template variable added.
Conditional and Required Fields
• Set visibility conditions on issue fields, such as showing a set of fields when the issue is a feature request.
• Set requirements on issue fields, such as requiring a field to be filled out when closing an issue.
Linear Customer Requests Integration
Create customer requests in Linear from Pylon issues. Learn more here.
Views can now be hidden.
Knowledge base sources are now visible in citations list.
Knowledge base sources are now visible in citations list.
Include social media icons in the footer.
Lists are now usable inside of callouts.
Links in comments now open in a new tab.
New issue "Created At" filter inside of triggers.
New recipe for auto-responding during fixed time periods (e.g. holiday breaks, offsites, etc.).
New trigger action for setting issue visibility in the customer portal.
New concept of External IDs. Add your own internal identifier onto the accounts object for easier tracking - no need to keep track of Pylon's identifier
New endpoint to update knowledge base articles.
API tokens can now have avatars, adding an associated icon to API actions.
Update an issues's visiblity status in the customer portal with the PATCH /issues/{id} API.
New POST /attachments API for uploading attachments to use in knowledge base articles.
Ask AI
One of Pylon's most powerful features yet. Ask open-ended questions about your data. Learn more here.
• See citations for answers to your questions, past search history, and share searches with team members.
• Use this for product feedback aggregation, feature discovery, support trends, team member onboarding, customer sentiment, account summaries, and much more!
Send replies to channels for Slack issues.
Filter search results by product issue.
Share views with multiple teams or individual users.
Tag and custom field data is now included in issues CSV exports.
Invite people outside your Slack workspace as users.
AI Agent can now respond to email and ticket form issues.
Contacts can get auto-created for new customer users.
Sources used in draft answers are now visible.
Ability to merge contacts.
New endpoint to delete knowledge base articles.
New endpoint to fetch knowledge base collections.
New issues search endpoint.