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Pylon is a B2B support platform that centralizes customer conversations from shared Slack channels, email, and other channels. Connecting Pylon lets Hyperline attach support issues to the matching Hyperline customers, so the customer monitoring agent can weigh unresolved issues and support pressure alongside contract, invoice, payment, and usage data.
Pylon is part of Customer intelligence, a paid add-on. The Pylon card only appears in Settings > Integrations when Customer intelligence is enabled for your account. Contact the Hyperline team through the in-app chat to enable it.

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Prerequisites

  • A valid Pylon account.
  • A Pylon API token, created by a Pylon administrator from your Pylon settings.
  • Admin rights on your Hyperline account.

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Connect Pylon

1

In Pylon, create an API token

2

In Hyperline, navigate to the Settings > Integrations page

3

Search for Pylon and click Connect

4

Paste your Pylon API token and confirm

Hyperline validates the token immediately and rejects it if it is invalid or revoked.
5

That's it!

The integration appears as connected and Hyperline starts matching your Pylon accounts to Hyperline customers.
The connection is read-only. Hyperline only reads accounts, issues, and messages, and never writes to Pylon.

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What Hyperline fetches

For every matched issue, Hyperline stores: Pylon does not expose issue priority levels, so every synced issue carries the same default priority in Hyperline.
Private messages are synced alongside public ones and stored as notes. Anything written on an issue in Pylon can therefore be used as context by the monitoring agent.

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Which issues are matched

Hyperline first resolves the Pylon account that corresponds to a Hyperline customer, by comparing the customer Domain against the account’s domains in Pylon. Once an account is matched, the link is stored and later syncs query issues directly by account. Public email domains, such as gmail.com, are skipped: an account lookup on them would match unrelated issues.
Keep customer Domain values up to date. The domain is the only signal used to find the matching Pylon account the first time.

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Synchronization

Hyperline synchronizes Pylon once a day, and also refreshes a customer on demand when the customer monitoring agent analyzes it. Synchronization is incremental: an issue whose most recent message has not changed since the last run does not have its messages fetched again.

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Where Pylon data appears

  • Customer page: the Integrations section shows a Pylon row with the most recent thread. Open it to browse synced issues with their statuses, labels, and messages.
  • Monitoring agent: enable Pylon from the agent’s Connectors tab. See Customer monitoring agent.
  • Analysis results: Pylon appears under Data sources when support context was used.

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Manage the integration

Open Settings > Integrations and select Pylon. Synchronization errors, such as a revoked token, are reported on this page. Use Disconnect to stop synchronizing new issues. Revoke the API token in Pylon as well if you want to invalidate it entirely.