Slack Agent

Answer product and customer questions and take action directly from Slack.

This feature is currently in beta, with access limited to those participating in the beta.

Slack Agent brings Pylon's agentic capabilities into Slack so internal teams can answer product and customer questions and take quick actions without leaving Slack.

If your organization renamed the Pylon Slack app, Slack Agent appears under that custom name.

Start a conversation

1. Mention the app in an internal channel. Type @Pylon followed by your question. If the app is not in the channel, Slack prompts you to add it.

2. Send the app a direct message. Find Pylon in the Apps section of Slack and open a DM. An administrator may need to reinstall or reauthorize the Slack app to enable the latest functionality.

Ask about your product

Slack Agent can answer questions using sources available to your workspace, such as your knowledge base, documentation, past issues, and connected tools.

The rest of your team across sales, customer success, product, engineering, and more can now self-serve answers to product questions.

Ask about customers

Slack Agent can use the Pylon data available to the person asking, including issues, calls, emails, internal conversations, CRM data, and account context.

For example, ask it to summarize an account, list open issues before a meeting, find a key contact, or recap recent activity.

Take action from Slack

When the required tools are enabled, Slack Agent can:

• Create or update a knowledge base article

• Update an issue's status, assignee, or fields

• Log account context

• Run skills

• Search any connected systems, like looking in your codebase

Available actions depend on the tools, skills, and connection permissions configured for Slack Agent.

Configure Slack Agent

You can customize which users can use the Slack Agent and what tools and skills it has access here.

Guardrails

• Internal channels only: Slack Agent does not run in Slack Connect channels and cannot be triggered by external users.

• Role-aware: It respects the Pylon access level of the person asking.

• Configurable tools: Administrators control which tools and actions are available.

• Attributable actions: Work performed through a teammate's connection uses that teammate's permissions.