advith chelikani
@advith_c
Co-Founder @ Pylon
You can now see exactly where you are in Pylon with breadcrumbs. This makes it way easier to navigate back to where you came from without getting lost. Enjoy!
NEW: AI Agent Modes You can now test AI agents internally before they go live to customers. AI agents have four different modes... 1/ Full support 2/ Runbooks only 3/ Internal QA only 4/ Disables In QA mode, your AI agent posts responses as internal notes and shows which…
You can now add aggregations for each of your columns in Accounts view. This is super useful for tracking and reporting. Say you want to know total ARR for enterprise accounts with recurring meetings. Instead of exporting account data and calculating in a different tool, you…
Going to the Greylock Techfair tomorrow? Join us for an afterparty at the Pylon office! lu.ma/w51vznzb 🚶🏽 ~10 min walk from Oracle Park 🍟 food, drinks, and tons of swag 🗼 learn about our open roles
NEW: Link external issues via API You can now programmatically connect external product tickets to Pylon issues via API. Say a customer reports a bug through your support channel that becomes a Pylon issue. But your engineering team creates a ticket your project management tool…
You can now filter issue logs by specific Runbook. Say you've been noticing more "Login Error" tickets in your queue when you know an AI Agent should resolve it. Before you'd have to scroll through all your issue logs to find similar issues. Now you can... → Filter for the…
You can now upvote or downvote replies from AI agents to help improve their performance. Let's say an AI agent perfectly summarizes a customer's frontend error and suggests the exact steps to resolve it → thumbs up. Or maybe it misunderstands a technical question about…
To engineers affected by the Scale AI layoffs - we're hiring at Pylon. We're building the modern B2B support platform and looking for exceptional engineers to join our team. You'd work with engineers from Samsara, Asana, and Airtable on a team that ships super fast and loves…
NEW: Redshift integration You can now sync your Pylon data directly to Amazon Redshift. Before: you asked engineering to build custom pipelines to get support data into your warehouse. Now: you select which data columns you want, set a sync cadence, and Pylon automatically…
You can now sync Pylon 𝗮𝗰𝗰𝗼𝘂𝗻𝘁_𝗶𝗱 into your CRM to match customer data across different tools. Say you're analyzing which accounts generate the most support tickets alongside their contract values in Salesforce. With account IDs synced, you can accurately link the data…
NEW: Chat available on Knowledge Base Logged-in users can now ask questions directly from your knowledge base. Let's say your customer is reading your API documentation but gets stuck on a specific implementation detail. Instead of having to send a Slack message or submit a…
A few weeks ago we launched AI Agents + Runbooks. Today we're launching Human-guided Runbooks. Runbooks are step-by-step workflows that handle tasks like fetching internal data via API, asking follow-ups, or escalating to the right team. Now your team can work through them…
HOW WE USE AI FOR HIRING We've built a GPT to handle our first support interview at @usepylon👇 Not to replace interviews entirely but to make them better. Here's how it works: → Every candidate chats with "Bob Jones" → Bob is a fictional Pylon customer who can't get his…
NO OTHER SUPPORT PLATFORM DOES THIS Why? Because they aren't built for B2B. We know from experience that meeting context matters when talking to a customer. "Was there a recent meeting?" "Is a success call coming up?" This data is SO important when talking to customers. We…
NEW: Current Time Setting You can now create Triggers to stamp issues or accounts with the current time. Let's say you want to track when customers first react to an issue. Your trigger would look like... 𝗪𝗛𝗘𝗡 Issue reaction added by customer → 𝗧𝗛𝗘𝗡 Set custom field…
Welcoming fellow Caltech alum Fred Zhao to Pylon as our Head of Engineering 💪 So far at Pylon we've been allergic to managers. They seemed like they would overcomplicate workflows and stall product velocity. What we've learned is at a certain point a great manager can be the…
How we handle out-of-office coverage We have a trigger to handle situations when a Pylon team member is OOO. Let's say Marty is OOO (which usually never happens). If Customer replies to an issue but Marty's status is "Out of office"... → We automatically un-assign it → Move…
Introducing... Runbooks Guide You can now see keyboard tips when you're building runbooks for AI agents. Say you're creating a runbook for debugging customer errors. The guide reminds you to use... → "{{" to create a variable that stores the error code → "/" to insert a…
Welcoming Emily Zhang to the Pylon engineering team! Emily joins us after her longtime friend and current Pylon engineer Audrey convinced her to make the jump to Pylon. She's already shipped several features and it's only week 2. Clearly Dre knew what she was talking about…
Introducing our Google Calendar Integration! Now when you schedule meetings with your customers, Pylon will automatically update "Last Meeting Date" and "Next Meeting Date" fields on their accounts. This is useful for tracking which customers you should check in with. Say you…