Personal Email

Connect your inbox to surface relevant emails on accounts in Pylon.

Connect your personal email inbox (e.g., [email protected]) to Pylon to automatically enrich account activity and AI context with relevant email communication. Pylon syncs historical messages and keeps future activity up to date in near real time.

Overview

Once connected, Pylon:

• Creates issues from new emails arriving in your inbox

• Backfills historical emails from your Gmail or Outlook inbox

• Surfaces relevant messages directly in account activity

• Improves AI-generated context, including notebooks and summaries

• Keeps email activity updated as new messages arrive

Pylon syncs your inbox and automatically associates emails with the correct accounts using domain matching and other context signals. Only emails relevant to accounts you manage will appear.

Creating issues

In addition to syncing emails for logging and AI Copilot, Pylon can turn customer emails arriving in your connected inbox into issues — so customer conversations show up alongside the rest of your support work.

Issue creation is controlled per mailbox by the Create issues from new customer emails toggle. With it off, emails are still synced for logging and AI Copilot, but Pylon won't create or update issues from them.

Issue handling only runs when at least one of your connected mailboxes (with issue creation on) is a participant on the email — as the sender, or in To, CC, or BCC. Other emails sync for logging and AI Copilot but don't thread into issues.

Threading

For eligible emails, Pylon decides whether to create a new issue or attach the message to an existing one:

• Reply on an existing thread — The message is appended to the issue that owns the thread.

• New thread — Pylon creates a new issue, subject to the filtering rules below.

Which emails create issues

The Which emails do you want synced to Pylon? setting controls how aggressively Pylon ingests:

• Only customer emails (default) — Pylon creates issues only when the email involves an external customer (a known contact, or any non-org participant whose domain matches an account's domain) or is sent to one of your connected support email addresses. Calendar invites, automated emails (e.g., out-of-office, system notifications), and marketing or bulk emails are skipped.

• All emails — Pylon creates issues for every inbound email except spam and blocked senders. The default filters above are not applied.

How accounts and contacts are matched

When Pylon creates an issue, it resolves the contact and account from the sender:

1. If the sender matches an existing contact, the issue is filed under that contact's account.

2. If there's no contact match but the sender's domain matches an account's domain, Pylon creates a new contact under that account.

3. If neither matches, Pylon checks the recipient domains (To and CC) for an account match.

4. In All emails mode, Pylon will also create a contact for senders whose domain doesn't match any account.

Replying to issues

When an issue is created from personal email, only the team members whose connected mailboxes are on the thread can send replies through Pylon. This keeps replies going out from the same email address the customer is already corresponding with. If a support email address is later added to the thread, this restriction is lifted and any user can reply.