Pylon
Knowledge BaseWebsiteChangelogBook a DemoLogin
  • Getting Started
    • Introduction
    • Quick Start
    • Slack Setup
    • Channel Configuration
    • User Guide
  • Support Workflows
    • Omnichannel Support
    • Issues
      • Views
      • Statuses
      • Message Editor
      • Copilot
      • Internal Threads
      • Proactive Issues
      • Translation
      • Bulk actions
      • Issue Groups
    • SLAs
    • Support Hours
    • CSAT
    • Ticket Forms
    • Assignment Rules
      • User Status
    • Email
  • Platform
    • Custom Fields
    • Required and Conditional Fields
    • Tags
    • Teams
    • Triggers
      • Logs & History
    • Macros
    • Command Search
    • Roles & User Management
    • Training Data
    • Ask AI
  • AI Agents
    • Overview
    • Build
      • Resources
    • Test
  • Knowledge Base
    • Overview
    • Articles & Collections
      • Editor
      • Copilot
      • Templates
      • Collaboration
    • Knowledge Gaps
    • Styling & Customization
    • Custom Authentication
    • Search
    • Translation
  • Customer Portal
    • Overview
    • Styling & Customization
    • Access Control
    • Portal Experience
    • Custom Authentication
  • In-App Chat
    • Overview
    • Styling
    • Functionality
    • Chat Experience
    • Chat Setup
    • Identity Verification
    • JavaScript API
  • Account Management
    • Accounts
    • Views
    • Notebooks
      • Blocks
    • Highlights
    • Fields
    • Copilot
    • Activities
      • Custom Activities
  • Reporting & Analytics
    • Analytics
    • Default Dashboards
    • Custom Dashboards
  • Broadcasts
    • Overview
    • Create a Broadcast
    • Analytics
  • Integrations
    • CRM
      • Salesforce
      • Hubspot
      • Attio
      • Pipedrive
    • Ticketing
      • Linear
      • GitHub Issues
      • Asana
      • Jira
    • Alerting
      • PagerDuty
      • Opsgenie
    • Chat
      • Slack
        • Internal Threads
        • Collect Data
        • Support Ticket Flow
        • Welcome Message
        • Bookmarks
        • Onboard Employees
        • Left Company
        • Slack Community
      • Microsoft Teams
      • Discord
    • Incident Management
      • incident.io
    • Call Recording
      • Gong
      • Fathom
      • Grain
      • Fireflies
  • Data Warehouse
    • Snowflake
    • BigQuery
  • Developer
    • API
      • Authentication
      • Errors
      • API reference
        • Attachments
        • Accounts
          • Activities
          • Highlights
        • Contacts
        • Custom Fields
        • Issues
        • Knowledge Base
        • Me
        • Messages
        • Tags
        • Teams
        • Ticket Forms
        • User roles
        • Users
      • External IDs
    • Custom Apps
    • Embedded Iframes
    • Webhooks
Powered by GitBook
On this page
  • Setup
  • Multiple Workspaces
  • Usage
  • Customer Slack Channels
  • Internal Collaboration
  • Workflows

Was this helpful?

  1. Integrations
  2. Chat

Slack

Connect Pylon with Slack to automatically track customer conversations and receive notifications.

PreviousChatNextInternal Threads

Last updated 1 month ago

Was this helpful?

Setup

Click into the on the sidebar in Pylon, then click on the Slack integration to install the app. You must be a Slack admin to perform the installation.

Multiple Workspaces

Pylon can track customer messages across multiple Slack workspaces! Just connect each workspace individually from the Apps Directory and .

For example, if you have a , Pylon can track common user questions!

Usage

Messages from Slack are automatically sent to Pylon’s Views and Internal Threads 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 Internal Threads, 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 while still syncing the conversation 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

Apps Directory
enable Pylon in the relevant channels
Slack Community
Customer question in Slack
Tracked issue in Pylon