View, respond to, and track customer messages from Microsoft Teams entirely within Pylon, so your team never has to work out of Teams directly.
Messages from connected Teams channels and group chats become tracked issues automatically, surfaced in your Kanban board and Views alongside the rest of your support — each tagged with the Teams logo.
Use Internal Threads to discuss Teams issues with your team in Pylon or Slack, keeping the conversation invisible to the customer.
Navigate to the sidebar in your Pylon dashboard and click into the Apps Directory.
Link the Teams channels or group chats you want to track. Channels can be shared between your tenant and the customer's, or hosted in your tenant with customers added as guests; group chats with external parties are also supported.
Once a channel or chat is linked to a Pylon account, customer messages are automatically sent to Pylon's Views as tracked issues and are ready to respond to.
If your team prefers to collaborate in Slack, mirror a Teams channel to a Slack channel — customer messages appear in Slack and your team's Slack replies are forwarded back to Teams, letting users without Pylon access join the conversation.
Two ways: a shared channel between your Microsoft tenant and theirs or a channel inside your tenant where they're added as guest users. Pylon tracks messages from either setup automatically.
Yes. Agents view, respond to, and track all Teams conversations directly from Pylon; there's no need to open Teams.
Teams channels (shared channels between tenants or channels with customers as guest users) support multiple ongoing conversations and can optionally be mirrored to a Slack channel for teams that prefer to collaborate in Slack. Group chats are single-thread, so Pylon keeps one open ticket per chat at a time. Once that ticket closes, the next message opens a new ticket. Slack mirroring is not available for group chats.
Yes. When you link a Teams channel to Pylon, you can mirror it to a Slack channel. Messages sync both ways, so your team can reply from Slack, and customers see it in Teams. Mirroring is optional and channel-only (not available for Teams group chats).
Teams issues appear in Pylon's Kanban board and can be viewed alongside issues from your other channels. Each issue is tagged with the Microsoft Teams logo so they're easy to identify.
Pylon connects with the tools your team lives in — Slack, email, CRMs, ticketing systems,and more. Meet your customers where they are and streamline every support workflow.
Receive and respond to customer messages from Telegram
Manage B2B support directly in Slack channels alongside your team.
Connect Pylon to Granola to ingest call recordings
Sync Outlook Calendar meetings to customer records in Pylon
Automatically capture and log Google Meet call notes to Pylon
Automcatically link active incidents to affected customer conversations.
Enrich customer records with usage data from Amazon Redshift.
Create Shortcut stories from customer conversations automatically
Trigger PagerDuty incidents from critical customer-reported issues.
