Slack
Connect Pylon with Slack to automatically track customer conversations and receive notifications.
Setup
Click into the App Directory from your Pylon dashboard and then click on the Microsoft Teams integration to view setup instructions.
Multiple Workspaces
Pylon can track customer messages across multiple Slack workspaces! Just connect each workspace within the Pylon dashboard and enable Pylon in the channels you would like it to have visibility.
For example, if you have a Slack Community, Pylon can track user questions from there!
Usage
Messages from Slack are automatically sent to Pylon’s Kanban Board and Triage Channel for tracking and response.
Customer Slack Channels
Pylon can track messages in public or private channels, as well as Slack Connect channels initiated by your customer.
Pylon watches for customer issues in connected customer Slack channels and automatically bundles together relevant messages and creates tracked issues within Pylon.
Internal Collaboration
With Triage Channels, Pylon gives your team an internal place to collaborate on customer issues and take quick actions directly in Slack.
This allows users without Pylon access to collaborate on issues without leaving Slack and for the conversation to stay synced across Slack and Pylon.
Workflows
Pylon has lots of customizations on how your team and customers can engage in support, onboarding, and other workflows through Slack.
Examples include:
Customizing the in-Slack experience when a customer opens a ticket, like sending an automated message when a customer messages off hours
Automatically setting bookmarks in Slack channels for quick links to documentation, tutorials, onboarding guides, etc.
Collecting structured fields, like the priority of an issue, when a customer raises and issue from Slack
Easily add new team members to subsets of your customer channels
Last updated
