Phone Support
Phone Support in Pylon
Pylon's Phone feature enables your support team to handle inbound and outbound phone calls directly within your existing Pylon workflow. Rather than managing calls in a separate tool, phone conversations are treated as first-class issues — giving your agents full customer context, call transcripts, and AI-powered summaries alongside every other support channel.
Overview
With Phone, you can:
Receive and make calls directly from Pylon
Automatically create and associate issues with phone calls
Access call recordings and transcripts on each issue
Handle callbacks, voicemails, and call transfers
Set support hours to manage call routing outside business hours
View phone call data in your analytics dashboards
Set up Phone
If you do not see the following options in your organization, Phone & SMS most likely is not enabled for your organization. You must reach out to your AE or CSM to have the Phone functionality enabled for your organization.
Phone is an add-on feature ($35/user/month).
Go to Settings > Phone & SMS
In the upper-right-hand corner, click Add Phone Number
You can port in an existing number or add a new number
Once you add a new number, you should be able to click into it and view this page
Name: What you have named the phone line (internal)
Caller ID Name: This is what will show up on customers phones when a Pylon user is calling them
Enable Calling: Whether you want this number to be able to make & receive calls
Enable SMS text messaging: Whether you want this number to be able to make & receive texts
SMS cannot be enabled on toll-free numbers, including US toll-free numbers.
Note: If you want to be able to send text messages, you need to go through the 10DLC process available in the Pylon platform on the Carrier Registration tab. 10DLC is not required for calling.
Call Flow: Where you set up the IVR
Call Recording: If you want your calls recorded, keep this option enabled. Disabling this option will not produce a voice recording, an automatic transcript, or an AI-generated summary.
Port away number: The ability to port away a number if necessary
International Numbers
You can buy an international number through Pylon or port in one you already own.
Set up requirements vary by country. Most countries require a local business address to provision a local number. If you don't have one, you can provision an international toll-free number instead, which doesn't require a local address.
International numbers support all the same features as US numbers, with one exception: SMS. Texting still requires a US number with 10DLC registration.
Set up IVR
The call flow operates similarly to Pylon's triggers.
Support Hours: You can filter what happens to calls whether they occur within configured support hours or outside support hours.
Start IVR: Route calls using basic IVR functionality. Use text-to-speech or audio files.
Route calls to specific teams: Configure your teams in Settings > Teams and route calls to them via round robin
Send calls to voicemail: Use text-to-speech or upload audio files.
Inbound Calls
When a customer calls your support number, the call is routed to available agents in Pylon. An issue is automatically created for the call so your team can take notes, track actions, and follow up — all in one place.
By default, incoming calls ring in the browser. Individual users can instead route incoming calls to the phone number on their profile by going to Settings > Profile (https://app.usepylon.com/settings/profile) and enabling Enable forwarding incoming calls to your mobile phone.
Phone icon: Allows you to put calls on hold
Microphone icon: Allows you to mute calls
Arrow icon: Allows you to transfer calls
Callback Flow
Agents can initiate a callback directly from an issue, letting customers request a return call rather than waiting on hold.
Outbound Calls
Agents can place outbound calls directly from an issue in Pylon. This is useful for proactive follow-ups or cases where email or chat has gone unanswered.
Call Recordings & Transcripts
When Call Recording is on for the number, calls are recorded and transcribed. The transcript and recording are attached to the issue created for that call, making it easy to review what was discussed and follow up on action items.
Recording consent
Some countries require a caller's explicit consent before a call can be recorded. When either phone number on a call is in Germany, Finland, or Mexico, or Pylon can't tell which country a number is in, Pylon asks the customer for consent before recording. This applies to both inbound and outbound calls:
The customer is asked to press 1 to allow recording or 2 to continue without it. On calls involving a German number, the prompt plays in German first, then in English if the customer doesn't respond.
The call is only recorded if the customer presses 1. Otherwise, it connects without a recording, transcript, or AI summary.
The call card on the issue shows Recording consent given or Recording consent not given.
Account Intelligence
Phone calls are automatically linked to the relevant account in Pylon. Customer context — including account history, previous issues, and account data — is surfaced to the agent during the call, so there's no need to switch between tools to look up who you're speaking with.
Frequently Asked Questions
Can I use my existing phone number? Yes. You can port an existing number to Pylon or provision a new one.
What happens if no agents are available? Callers will be routed to voicemail if no agent is available or if the call comes in outside your configured support hours.
Are calls recorded by default? Yes, calls are recorded and transcribed if you have automatic call recording enabled. For calls involving numbers in Germany, Finland, or Mexico, Pylon asks the customer for consent first (see Recording consent). Check your local regulations regarding call recording consent requirements.
Can I have multiple phone lines? Yes. Pylon supports multiple phone numbers, which can be assigned to different teams.
Do phone issues show up in my regular issue queue? Yes. Phone calls automatically create issues in Pylon, which appear alongside issues from all your other channels.
Can Pylon support international calls? Yes, Pylon supports international calling and international phone numbers across a large set of countries.
Have questions? Reach out to Pylon support.
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