> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hyperline.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Pylon

> Connect Pylon with Hyperline to attach support issues, tags, statuses, and messages to customers and surface support pressure to the agent.

[Pylon](https://usepylon.com) 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.

<Info>
  Pylon is part of [Customer intelligence](../docs/customer-intelligence/overview), 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.
</Info>

## Prerequisites

* A valid [Pylon account](https://usepylon.com).
* A Pylon API token, created by a Pylon administrator from your Pylon settings.
* Admin rights on your Hyperline account.

## Connect Pylon

<Steps>
  <Step title="In Pylon, create an API token" />

  <Step title="In Hyperline, navigate to the Settings > Integrations page" />

  <Step title="Search for Pylon and click Connect" />

  <Step title="Paste your Pylon API token and confirm">
    Hyperline validates the token immediately and rejects it if it is invalid or revoked.
  </Step>

  <Step title="That's it!">
    The integration appears as connected and Hyperline starts matching your Pylon accounts to Hyperline customers.
  </Step>
</Steps>

The connection is read-only. Hyperline only reads accounts, issues, and messages, and never writes to Pylon.

## What Hyperline fetches

For every matched issue, Hyperline stores:

| Data      | Details                                                                                              |
| --------- | ---------------------------------------------------------------------------------------------------- |
| Issue     | Pylon issue identifier, title, and a short preview of the body                                       |
| Status    | Normalized to `open`, `closed`, or `snoozed`                                                         |
| Tags      | The issue tags, used as labels                                                                       |
| Requester | Email of the person who opened the issue                                                             |
| Dates     | Creation date, last update date, and the date of the most recent message                             |
| Messages  | Each message with its body, author name, whether it came from the customer or an agent, and its date |

Pylon does not expose issue priority levels, so every synced issue carries the same default priority in Hyperline.

<Warning>
  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.
</Warning>

### 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.

<Tip>
  Keep customer **Domain** values up to date. The domain is the only signal used to find the matching Pylon account the first time.
</Tip>

## 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.

## 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](../docs/customer-intelligence/customer-monitoring-agent).
* **Analysis results**: Pylon appears under **Data sources** when support context was used.

## 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.

## Related

* [Customer intelligence](../docs/customer-intelligence/overview)
* [Customer monitoring agent](../docs/customer-intelligence/customer-monitoring-agent)
* [Integrations overview](./overview)