Receive and make calls directly from Pylon. Each call automatically creates an associated issue so your team can take notes, track actions, and follow up in one place.
Inbound and outbound SMS conversations automatically create issues in Pylon where you can manage them with the same views, triggers, and automations you use for every other channel.
Calls and texts are automatically linked to the relevant account, surfacing customer history, previous issues, and account data to the agent in real time.
Configure an IVR with text-to-speech or audio files, set support hours, send calls to voicemail, and round-robin route calls to specific teams so the right person always picks up.
Phone & SMS is an add-on feature ($35/user/month). If you don't see the option in your settings, reach out to your AE or CSM to have it enabled for your organization.
Go to Settings > Phone & SMS and click Add Phone Number in the upper-right corner. You can provision a new number or port in an existing one.
Open your number to set the Caller ID name, then toggle Enable Calling and Enable SMS text messaging depending on which channels you want the line to support. Keep Call Recording enabled to capture recordings, transcripts, and AI summaries.
To send SMS in the U.S., complete 10DLC registration on the Carrier Registration tab. The process verifies your business and messaging use case with carriers and takes 5–7 business days. 10DLC is not required for calling.
Use the Call Flow editor to build your IVR, define what happens inside and outside support hours, route calls to teams via round robin, and configure voicemail.
No, it's not included by default; it's available as an add-on to your plan. If you don't see it in your settings, reach out to your AE or CSM, and they can get it activated for your account.
Yes. Every inbound and outbound call automatically generates a linked issue in Pylon, where agents can take notes, track follow-ups, and access the call recording, transcript, and AI summary — all attached to the same issue.
10DLC (10-digit long code) is a carrier registration process required to send SMS in the U.S. It verifies your business and messaging use case with carriers. It is not required for phone calls, only for SMS.
Yes. Pylon supports round-robin routing to specific teams, voicemail with text-to-speech or uploaded audio files, and support hours configuration — all manageable from Pylon's phone settings.
Calls are automatically linked to the relevant customer account, surfacing that account's history, previous issues, and account data to the agent in real time, so agents have full context before or during the conversation.
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.
