Pylon
Pylon transforms your Slack workspace into a comprehensive B2B customer support platform, enabling teams to deliver exceptional customer service without leaving their favorite collaboration tool.:ticket: Streamline Support Operations- Create and manage support tickets directly from any Slack conversation with customers
- Update ticket status, reassign ownership, and track progress without switching tools
- Sync customer conversations with internal team discussions seamlessly
- Access a complete ticketing system supporting Slack, email, in-app chat, forms, and API integrations:busts_in_silhouette: Enable Team Collaboration- Start private side conversations for internal discussions while maintaining customer context
- Receive personalized notifications for ticket assignments and updates in Slack
- Configure rich notification feeds in dedicated channels to keep everyone informed about customer issues:link: Connect Your Workflow- Link support tickets to development issues in JIRA and Linear without leaving Slack
- Preview tickets and knowledge base articles with rich, actionable unfurls
- Take immediate action on tickets directly from Slack message previews:loudspeaker: Communicate with Customers- Send beautifully formatted broadcast messages for feature announcements or incident updates
- Target messages to specific customer segments across their Slack channels
- Monitor customer engagement through a consolidated activity feed:robot_face: AI-Powered Support Operations- Deploy custom AI agents to deflect and resolve customer questions automatically
- Write runbooks in natural language for AI agents to automate specific support processes
- AI automatically groups Slack messages into organized tickets for streamlined management
- Live AI translations for global customer supportReady to supercharge your customer support? Read our docs at https://docs.usepylon.com/pylon-docs/integrations/chat/slackNote: Pylon uses AI technology, which may occasionally generate inaccurate or incomplete responses. Users should verify important information and use their judgment when relying on AI-generated content.
- Update ticket status, reassign ownership, and track progress without switching tools
- Sync customer conversations with internal team discussions seamlessly
- Access a complete ticketing system supporting Slack, email, in-app chat, forms, and API integrations:busts_in_silhouette: Enable Team Collaboration- Start private side conversations for internal discussions while maintaining customer context
- Receive personalized notifications for ticket assignments and updates in Slack
- Configure rich notification feeds in dedicated channels to keep everyone informed about customer issues:link: Connect Your Workflow- Link support tickets to development issues in JIRA and Linear without leaving Slack
- Preview tickets and knowledge base articles with rich, actionable unfurls
- Take immediate action on tickets directly from Slack message previews:loudspeaker: Communicate with Customers- Send beautifully formatted broadcast messages for feature announcements or incident updates
- Target messages to specific customer segments across their Slack channels
- Monitor customer engagement through a consolidated activity feed:robot_face: AI-Powered Support Operations- Deploy custom AI agents to deflect and resolve customer questions automatically
- Write runbooks in natural language for AI agents to automate specific support processes
- AI automatically groups Slack messages into organized tickets for streamlined management
- Live AI translations for global customer supportReady to supercharge your customer support? Read our docs at https://docs.usepylon.com/pylon-docs/integrations/chat/slackNote: Pylon uses AI technology, which may occasionally generate inaccurate or incomplete responses. Users should verify important information and use their judgment when relying on AI-generated content.
Permissions
Pylon will be able to view:
Pylon will be able to do:
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General
Developer
Pylon Labs, Inc.
Company headquarters location
United States
Terms of service
Privacy & data governance
Data retention policy
Pylon Labs Inc. shall retain data as long as the company has a need for its use, or to meet regulatory or contractual requirements. Once data is no longer needed, it shall be securely disposed of or archived. Data owners, in consultation with legal counsel, may determine retention periods for their data. Personally identifiable information PII shall be deleted or de-identified as soon as it no longer has a business use.
Data archiving and removal policy
Data is hard deleted from systems on contract end - backups have a month turnover which will then remove any leftover customer data.
Data storage policy
Pylon Labs Inc. shall ensure that all restricted and confidential data is securely deleted from company devices prior to, or at the time of, disposal. Confidential and Restricted hardcopy materials shall be shredded or otherwise disposed of using a secure method. Personally identifiable information PII shall be collected, used and retained only for as long as the company has a legitimate business purpose. PII shall be securely deleted and disposed of following contract termination in accordance with company policy, contractual commitments and all relevant laws and regulations. PII shall also be deleted in response to a verified request from a consumer or data subject, where the company does not have a legitimate business interest or other legal obligation to retain the data. Pylon users have the option to create a manual deletion request, which Pylon will complete within appropriately disclosed SLAs. Users will also have the option to determine whether to have specific messages redacted, or have entire conversations deleted.
App/service has sub-processors
yes
Guidelines for sub-processors
App/service uses large language models (LLM)
yes
LLM model(s) used
OpenAI, Anthropic
LLM retention settings
We have Zero Data Retention agreements with both vendors
LLM data tenancy policy
We have Enterprise agreements and Zero Data Retention agreements with OpenAI and Anthropic. Data is isolated from their other customers.
LLM data residency policy
For our vendors OpenAI and Anthropic, data processing happens in the US.
Certifications & compliance
SOC attestation
ISO/IEC-27001 certification
GDPR commitment
Data deletion request procedure
Once a request is received, Pylon has 30 days to respond to the request; for requests that are received, Pylon will either respond accepting the request and finalizing deletion, or decline with full justification.
HIPAA compliant
yes
While this app may offer HIPAA compliance, Slack does not have a business associate agreement with any third-party application providers, including those in the Slack Marketplace, so you are responsible for validating the provider's compliance and executing an appropriate agreement before enabling.
Security
Date of latest pen test
2024-12-20
Executive summary is available to potential customers upon request
yes
Supports Single Sign On (SSO) with the following providers
Okta
Supports Security Assertion Markup Language (SAML)
no
Has a dedicated security team
yes
Contact for security issues
security@usepylon.com
Has a vulnerability disclosure program
no
Has a bug bounty program
no
Requires third party authorization/connections
yes
Uses token rotation
no