Headless Pylon

Support infrastructure to build your own agents

Keep your agent and your models. Pylon runs the support system underneath, and your agents reach it through the API, MCP, CLI and webhooks.

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Trusted by 1,800+ companies

CognitionLinearLangChainBraintrustBasetenTogether AIfalAssemblyAIincident.ioRetoolCodeRabbitHightouchApplied IntuitionWriter

Headless architecture

Pylon hosts the primitives. Your agent plugs into them through the API, MCP and webhooks.

Slack
Microsoft Teams
Email
Chat widget
Phone
WhatsApp
Discord
Telegram

Customers write in anywhere

Slack, Teams, email, chat, phone, WhatsApp and more land as one kind of ticket.

Queue24
Hightouch
Order sync keeps failing
2m
New·P1
CodeRabbit
SSO login loop after update
14m
On you·P2
Writer
Webhook retries on 502
31m
New·P2
AssemblyAI
Export to CSV missing fields
1h
On customer·P3

Pylon is the system of record & UI

Primitives for tickets, accounts, routing, SLAs and audit. Your team works here too.

Your AgentBotAPI · MCP · webhooks
Assigned 4DraftedHanded off
#4182Order sync keeps failingDrafting
#4180Webhook retries on 502Investigating
#4176Rotate API keyReplied
#4171Bulk import stallsHanded off

Your agent works the queue

It gets tickets by webhook and answers through the API or MCP, from your own cloud.

Pylon sends the work out, your agent sends the answer back

Pylon handles the ticket and the record. Your agent does the reasoning without leaving your stack.

✕#4182Subject:Order sync keeps failingNewP1
Chelsey  2:01 PM
Our order sync has been failing since this morning. Video attached.
Pylon sent the issue to Your Agent · webhook2:02 PM
Your Agent pulled the thread and the account2:02 PM
Scale planRenewal in 41 daysOpen bug
Draft reply · Your Agent
Thanks for flagging this, Chelsey. We traced it to a sync regression, and a fix ships today.
↩ Use Reply
Franz sent the reply · first response SLA met in 4m 29s2:06 PM
01Pylon sends the work outA signed webhook reaches your agent the moment a ticket lands, on any channel.
02Your agent does the reasoningYour models and tools, in your own cloud. It reads and writes through the API or MCP.
03Your team stays in controlDrafts wait for approval in Pylon, SLAs keep running, and every action is logged.

If you can do it in the app, you can do it in code

REST API and SDKs for your services, the MCP for your agents, the CLI for scripts and CI, and webhooks for everything that happens.

// TypeScript, Python or Go
import { Pylon } from "@usepylon/sdk"
 
const pylon = new Pylon({ token })
await pylon.issues.draftReply(4182, {
  body: "Thanks for flagging this…",
})

REST API and SDKs

Issues, messages, drafts and fields from any backend. TypeScript, Python and Go.

You  Which accounts had the most urgent tickets this week?
query_analyticspriority=urgent · 7d
Hightouch6
Writer4
CodeRabbit3
All 6 Hightouch tickets are order sync, linked to one open bug.

MCP

Discover and call any API endpoint, so an agent can configure Pylon, work tickets, and query support metrics.

$ pylon auth login --with-token
$ pylon issues get --id 4182
$ pylon accounts list --format table
 
# export everything for evals
$ pylon accounts list --page-all \
    --format jsonl > accounts.jsonl

CLI

The full API from a shell, a CI job or a coding agent.

→agents.yourco.com/pylonsigned
14:02:11issue.created20084ms
14:02:40message.created20061ms
14:03:05issue.tag_added20072ms
14:04:19issue.created20090ms
14:05:52message.created20058ms

Webhooks

Signed events out to your agent, and inbound webhooks to start Pylon automations.

New

Your agent tells us what's missing

When an agent hits friction in our MCP, it reports it straight to the team that builds it. We read every report and ship improvements quickly.

→ report_tool_feedback({
    category: "could_not_accomplish",
    summary:  "No way to bulk-close issues by tag",
    severity: "medium"
  })
✓ sent to the Pylon team

Automations your agent can write

Describe it.
Your agent builds it.

Ask in plain English. Your agent creates the trigger through the MCP, from any client or your own tooling.

Make outage reports urgentClaude
Outage reports should be urgent. Set them to high priority and assign them to on-call.
Pylonvalidate_triggervalid
Pylonsave_triggercreated
Done. “Outage reports are urgent” sets priority to High and assigns the on-call rotation.
Reply…

Checked before
it’s saved.

Pylon validates every trigger. Multi-step logic, branches and delays, and any trigger can call your agent with a signed webhook.

Triggers / Routing / Outage reports are urgent✓ Validated
When
New issue created
If
Form is Outage
+
Then
Priority High
+
Then
Assign On-call
Created by Your Agent via MCP

Secure by design

Your agent gets its own identity and scoped access, runs in your cloud, and every action lands in the audit log.

Its own identity and role

A service account or API token per agent, scoped to exactly what it needs and separate from the admin who set it up.

Pylon UsersIntegration UsersBotsAll Users
NameRoleStatusSign-in
Your AgentSupportActiveAPI token
TriageRead onlyActiveAPI token
ReproMemberActiveOAuth · MCP

Runs in your cloud

Your agent and your data stay in your VPC. Call the API outbound, or allowlist Pylon’s IPs for signed webhooks.

your-vpc · us-east-1private subnet
Your Agent
your models, your prompts
reproduce()search_logs()
Codebase
Logs
Customer data
TLS 1.2+ · IP allowlist
↑ HTTPS
API · MCP · CLI
↓ webhooks
signed
Pylon
system of record
TicketsAccountsSLAsAudit log
SOC 2 Type IISOC 2 Type II
ISO/IEC 27001ISO/IEC 27001
ISO/IEC 42001ISO/IEC 42001
GDPRGDPR
HIPAAHIPAA
EU data residency
Hosted in Frankfurt
SSO and SAML
Select plans
SCIM provisioning
Select plans
Encryption
AES-256 at rest · TLS 1.2+

Recurring audits. Reports and policies are in our Trust Center.

What teams build on Pylon

Patterns we see from teams running their own agents on top of Pylon.

Your chatbot, first in line

Your bot answers in your app. When it gets stuck, a person takes over in Pylon with the full history.

Y
YourCo Assistant
Replies instantly
How do I rotate my API key?
Settings → API keys → Rotate. Want me to do it?
It errors on our SSO tenant
Getting a teammate
Write a message…
#4190SSO key rotation fails
Your Agent handed off with context
On youP1 Franz

An investigator in your cloud

An internal agent reproduces issues against your code and posts what it found as a note.

#4182Order sync keeps failingInternal thread
Your Agent · internal note · 2:09 PM
Reproduced on staging. Orders with 50+ line items time out in orders/sync.ts:142.
PR #812 openedBug filed
repro · your VPC
✓ pull issue #4182
✓ seed 52-item order
✗ sync timeout 30.0s
→ POST /issues/4182/notes

Your own triage model

Your models set priority, team, product and owner the moment a ticket lands.

#4183via Email · 0s ago
Charged twice for annual plan
Hi, our card was billed $4,800 twice on Nov 3 for the annual Growth plan. Can you refund one?
Your Agentset 5 fields0.8s
PriorityP1.94
TeamBilling.97
ProductInvoices.88
AssigneeEm.91
Tagsrefundduplicate-charge

A headless portal

Build the customer portal in your own UI, on Pylon’s issues, messages and replies.

help.yourco.com/requests
YCustomer PortalNew request
Order sync keeps failingWaiting on us
Add SSO for EU tenantIn progress
Invoice shows wrong seatsResolved
Pylon API
GET /issues?requester=me
GET /issues/4182/messages
POST /issues/4182/reply

The most complete platform for teams building their own agents

Your agent canPylonZendeskIntercomSalesforce Service
SupportedPartialNot available
Based on public product and API docs, Nov 2026
Frequently asked questions
Which plans include bring-your-own-agent?

Every Pylon plan includes it, and it’s self-serve. Follow the BYOA guide to connect your agent with webhooks, the API and the MCP. If you want a second pair of eyes on your architecture, book a demo and we’ll walk through it with you.

Why not build the helpdesk ourselves too?

Because the agent is the part worth building. Pylon gives you the rest out of the box: Slack Connect, Teams, email, chat and phone channels, routing, SLAs, CSAT, a customer portal, reporting, and an inbox your human team actually likes working in. Your engineers spend their time on the agent, not on ticketing.

Will we be locked in?

No. Your data stays yours. Sync everything to Snowflake, BigQuery, Redshift or S3, export any object as JSONL from the CLI, or read it all through the API. If you ever leave, you take everything with you.

Do we have to use Pylon’s AI agent?

No. You can run your own agent through webhooks, the API and the MCP, use Pylon’s agent, or run both side by side on different queues.

Can our agent draft replies for a person to approve?

Yes. Your agent can stage a draft with POST /issues/{id}/draft-reply, answer directly with /reply, or leave an internal note with /note. Drafts appear in Pylon just like Pylon’s own AI drafts, ready to approve or edit.

How does our agent get the full conversation?

Outbound webhooks carry the fields you choose, such as the issue ID and the first or latest message. Your agent then fetches the whole thread with GET /issues/{id}/messages, or through the MCP.

Can our agent run in our own cloud?

Yes. It can run in your own VPC and call the API outbound, or accept signed webhooks from Pylon’s published IP addresses, and post results back over HTTPS.

How do agents authenticate?

The REST API, SDKs, CLI and MCP all accept API tokens, so a headless worker can call the MCP with a bearer token and inherit that user’s permissions and IP allowlist. The MCP also supports OAuth, either as a person or as a dedicated service account with its own role.

Can Pylon’s built-in AI run on our own model or API key?

Pylon’s AI runs on whichever model scores best in our evals for each task, so you get the best results without tuning anything yourself. Our volume pricing with the model labs also keeps costs lower than most teams could get on their own. If you want your own model in the loop, bring your own agent and keep the reasoning in your stack.

Can we manage triggers from code?

Yes. Triggers can be validated, created, updated and deleted over the MCP, so your own tooling or an agent can manage them. Pylon is built to be configured by agents, not just clicked through.

Can we control the order triggers run in?

Yes. Triggers run top to bottom in the order you set on the Triggers page, so behavior stays predictable when several match the same event.

Can we test our agent before going live?

Yes. Point your agent at test accounts with guardrails in your workspace to try it on real flows, or ask us for a dedicated sandbox instance.

What are the API rate limits?

Limits vary by endpoint and are soft limits. If your agent needs more throughput, tell us and we’ll raise them at no extra cost.

What if the MCP can’t do something our agent needs?

Your agent can tell us directly. The MCP includes a feedback tool that sends friction, failures and missing capabilities straight to the team that builds it, and we ship improvements quickly.

Can our agent query support analytics?

Yes, through the MCP. Your agent can query support metrics like ticket volume, SLA performance and CSAT, and create or update charts and dashboards. Analytics needs to be included in your plan.

Can we bring in channels Pylon doesn’t support natively?

Yes. Create a custom issue source and post conversations into Pylon through the API, for example from WeChat or your own chatbot.

How is building on Pylon priced?

Pricing is per seat. If you also use Pylon’s AI, it scales with a pay-as-you-go credit model, so you only pay for what you use.

View pricing

Bring your agent. Build on Pylon.
Book a demo and we’ll walk through how your agent fits on Pylon.
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