Support Agent loads account-level context automatically: ARR, health score, open issues, prior conversations, Slack channel history, and feature requests. It knows whether it's talking to a free-tier user or a $200K enterprise customer — and adjusts accordingly.
Skills are structured, repeatable behaviors your team defines once and both AI and human agents can run. Support Agent matches incoming issues to the right Skill automatically — no manual routing required. Skills encode your best practices: how to handle a sync error, how to enable a beta feature, how to triage a billing dispute.
Support Agent can read and act across any MCP-compatible tool: Linear, Notion, PostHog, your internal APIs, your codebase. It doesn't just answer questions — it creates tickets, fetches logs, checks system status, and takes action in the tools your team already uses.
Create Support Agent variations with different instructions, Skills, and escalation policies. Use rules by account tier, issue type, or custom conditions to control what each agent handles, then test against real historical issues to see how it responds, escalates, and improves before going live.
Track resolution rate, escalation frequency, and agent quality across every issue. Drill into detailed logs to see exactly why the agent escalated, what it tried, and where it got stuck. Get recommended improvements surfaced automatically — so every escalation makes the next version of your agent better.
A customer sends a message on Slack, email, or any other supported channel. Support Agent kicks in before any human is involved.
Support Agent reads the customer's ARR, health score, open issues, feature requests, and Slack thread history. It knows who it's talking to and what that relationship is worth — before it sends a single word.
Support Agent matches the issue to the right Skills, asks clarifying questions if needed, calls external tools via Connectors, and works toward resolution — step by step, transparently and with secure guardrails.
If the issue can be resolved, Support Agent resolves it and closes the ticket. If it can't — or if escalation rules apply based on customer tier or issue type — it hands off to your team with a full summary of what it found, what it tried, and what it recommends.
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Traditional chatbots follow strict decision trees and match keywords to pre-scripted responses. Pylon's Support Agent does something fundamentally different: it loads full account context (ARR, health score, prior conversations, Slack history) before responding, runs Skills that encode your team's best practices, calls external tools to take action, and decides when to escalate based on customer tier and issue type. It does not just answer questions; it works the issue end-to-end.
When an issue arrives on any channel, Support Agent automatically loads the customer's account context, matches the issue to the right Skills (your team's structured, repeatable best practices), and works through resolution step by step. It can ask clarifying questions, call external tools via Connectors (Linear, Notion, PostHog, internal APIs, your codebase), and either resolve the ticket directly or hand it off to your team with a full summary of what it tried and what it recommends.
Yes. You can create multiple Support Agent variations with different instructions, Skills, and escalation policies, then run each one against a dataset of your real historical issues. You see exactly how it would have responded, where it would have escalated, and where it falls short, all before it reaches a single customer. Ship only when you are confident.
Support Agent escalates intelligently based on customer tier, issue type, and the conditions you define. If the issue cannot be resolved, or if escalation rules apply (for example, all enterprise-tier issues over a certain severity), it hands off to your team with a full summary of what it found, what it tried, and what it recommends. Your team picks up a ticket that is already investigated, not a cold handoff.
You can track resolution rate, escalation frequency, and agent quality across every issue, then drill into detailed logs to see exactly why the agent escalated, what it tried, and where it got stuck. Pylon surfaces recommended improvements automatically, so every escalation makes the next version of your Support Agent better. There is no fixed multi-week training period: you tune and ship as you go.
