Choose exactly which tools Background Agent has access to — your knowledge base, connected integrations, codebase and logs, account data, internal APIs. Set the trigger conditions that determine when it runs. No hidden permissions, no surprises. Admins see everything.
Background Agent ships ready to investigate issues from day one. Tune it to your needs from there — check internal logs for specific error types, run different investigation playbooks for different issue categories, pull from different sources based on customer tier. Plain English configuration, no code required.
New information comes in after the agent already ran? Trigger a fresh investigation without starting over. Background Agent re-runs on demand and refreshes its findings — so your team always has the most current picture, not a snapshot from when the ticket first arrived.
Background Agent isn't only for pre-work. Set it up to auto-create Linear issues when feature requests come in, analyze response quality when tickets close, update knowledge base articles when new feature requests close, or kick off any background workflow your team repeats manually today.
A customer sends a message on Slack, email, or any other channel. Pylon creates the issue.
Your trigger fires — no human required. Background Agent starts investigating: reading the issue, pulling account history, searching your knowledge base, checking your codebase, logs, and connected tools.
Your team can see that Background Agent is working and what it's doing. No black box. When it's done, the results appear directly in the issue.
Summary. Key context. Suggested next steps and draft. Everything the agent found is waiting — organized, cited, and ready to act on.
A background AI agent investigates support tickets the moment they arrive, before any human opens them. It reads the issue, pulls account history, searches your knowledge base and connected tools, and hands your team a ticket that's already been investigated. Your team spends less time on pre-work (searching for docs, finding logs, deciding who should own it) and more time on actual resolution.
Background Agent kicks off automatically the moment a ticket arrives. It reads the issue, pulls account history, searches your knowledge base, checks your codebase and logs, and queries connected tools. By the time your team opens the ticket, the summary, key context, suggested next steps, and a draft response are already waiting, organized, cited, and ready to act on.
Yes. You choose exactly which tools Background Agent can use: your knowledge base, connected integrations, codebase and logs, account data, internal APIs, and set the trigger conditions that determine when it runs. Admins see everything; there are no hidden permissions.
Background Agent isn't just for pre-investigation: it can run any background workflow your team currently repeats manually. Examples include auto-creating Linear issues when feature requests come in, analyzing response quality when tickets close, updating knowledge base articles based on resolved issues, and kicking off custom workflows triggered by issue events. All configurable in plain English, no code required.
Yes, and it goes well beyond CRM lookup. Background Agent pulls account history, searches your knowledge base, checks your codebase and logs, and queries any connected tool you've granted access to (CRM, billing, internal APIs). By the time the issue lands on a human's desk, all of that context is already attached.
