Feature Requests

Automatically extract and organize customer feedback into feature requests to share with your product team.

Use AI-synthesized insights and supporting customer evidence to explain feature requests to your product team.

Overview

Pylon's AI extracts product feedback from eligible issues and call recordings, then links it to existing feature requests. It can also create new requests for feedback that doesn't match a request you already track, depending on your settings.

Selecting a feature request displays a detailed description along with information about its origin and evidence from each time it was mentioned.

To re-fetch evidence on a Feature Request, use the ellipsis menu to "View prompt". You can update the custom prompt and Regenerate the request.

How it works

• Pylon detects product feedback in eligible issues and call recordings and groups it into feature requests, subject to the settings below.

• Each request displays linked accounts, evidence, and any connected Product Tickets. Click on a piece of evidence to see the original conversation with the customer.

• When a Feature Request is complete, notify your customers by creating Broadcasts from the Feature Request.

• Create a new feature request and Pylon's AI gathers relevant evidence from the customer interactions it processes.

Automatic creation and call coverage

Go to Settings > Feature request data > Settings to control how AI handles new feedback. Changing these settings requires permission to edit Feature Requests.

• Create feature requests with AI: allow AI to open a new request when feedback doesn't match an existing request. When this is off, AI still links feedback as evidence on existing requests.

• Include calls without an account: include new call recordings that aren't linked to an account, such as prospect calls. Turning this on doesn't reprocess existing recordings.

Call recordings imported as a historical backfill aren't automatically scanned for new feature-request evidence.

Custom Fields

Feature requests support custom fields to capture structured data beyond the title and description. Add fields for priority, effort, customer segment, or any attribute relevant to your product planning workflow. Custom fields make it easy to filter, sort, and prioritize feature requests based on criteria your team defines.

Activity Log

The feature request activity log tracks changes made to feature requests over time, including status updates, title and description edits, merges, splits, evidence regeneration, and any actions taken by Pylon AI.

You can view the activity log from the feature request detail sidebar by clicking the ellipsis menu and selecting Activity log, or by pressing the L keyboard shortcut.

Customer Portal

Share feature requests with customers through the customer portal. When enabled, customers see the feature requests that are visible to their account, grouped by status.

Feature request visibility in the portal is configured per-account, so you can choose which customers to share information with. Ensure that customers have Portal access with the "Feature Request Read" permission included: https://docs.usepylon.com/pylon-docs/customer-portal/access-control

Admin configuration lives under the Customer Portal setting. You can configure custom-field values and custom status labels to share as well.