Connect internal Slack channels to customer accounts to keep Pylon in sync with internal customer context and conversations.
Internal Customer Channels
Use Internal Slack Channel Connections to link your team’s internal Slack channels to the corresponding customer account in Pylon. For example, your #deal-customer or #internal-customer channels. You can also create a ticket from an internal channel by reacting with ":ticket:" emoji .
This ensures customer context from internal conversations shows up directly in the account view and AI fields.
Once connected, Pylon will pull up to 90 days of message history, making relevant context searchable and visible in account notebooks, AI fields, and more.
You can use these internal channels as targets for notifications via triggers.
Internal Team Channels
You might have broader internal channels like #sales or #customer-success-team where you discuss context on customers, including competitive intel, churn risk notes, or other meaningful context.
On the Training Data page you can connect an internal channel and Pylon will backfill 90 days of context, as well as watch for new messages. Pylon will attempt to automatically associate context to the relevant account, making it available in all AI features like Notebooks.
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