Pylon – Town Docs
Pylon
Connect Pylon and your assistant can work with your customer support and CRM data — search issues, pull account and contact context, and create or update issues — so support history turns into follow-ups, summaries, and tasks without leaving Town.
Everything runs as you: your assistant can only see or change what you can already see or change in the Pylon UI.
What’s included
With Pylon connected, your assistant can:
- Search and read issues — find support issues and read their full message history
- Look up customers — pull account, contact, and user details for context
- Create and update issues — open new issues or update existing ones
- Update accounts — keep account records current
Connecting Pylon
- Go to Integrations
- Find Pylon and click Connect
- Authorize Town in Pylon (sign in when prompted)
- Return to Town
Connecting requires the Pylon MCP Access role on your account. Your assistant acts on your behalf and is limited to the data and actions your Pylon permissions already allow. You can revoke access anytime from Pylon settings.
What your assistant can do
| Capability | What it does | Makes changes? |
|---|---|---|
| Search issues | Find issues matching a query | No |
| Get issue details | See an issue’s full details | No |
| Read issue messages | Read the conversation on an issue | No |
| Search accounts | Find accounts matching a query | No |
| Get account details | See full account information | No |
| Get contact details | Look up a contact | No |
| Get user details | Look up a Pylon user | No |
| Create issue | Open a new issue | Yes |
| Update issue | Modify an existing issue | Yes |
| Update account | Modify account properties | Yes |
Use cases
Support triage
Turn inbound activity into organized support work:
- Search open issues for a topic (“billing complaints this week”)
- Read the conversation to understand what’s happened
- Create a follow-up issue or update an existing one
Customer context
Bring account history into your other work:
- Look up an account before a call and summarize recent issues
- Pull a customer’s contact details when drafting a reply
- Surface prior issues so nothing gets repeated
Meeting and reply prep
Prepare with the full picture:
- Before a customer meeting, summarize their recent issues and account status
- Draft a response grounded in the customer’s actual history
- Include Pylon context in your morning briefing
Example routine
A routine that keeps issues current from inbound email:
When a customer emails about a problem:
1. Search Pylon for existing issues from this account
2. If one exists, add the new context as an update
3. If not, create a new issue with a summary and priority
4. Note what was found and done
Best practices
Use approval-required for writes. Creating and updating issues or accounts changes real customer records. Review before your assistant makes changes in Pylon.
Be careful with automation. Automated issue or account updates can trigger other Pylon workflows, notifications, and SLAs. Test carefully.
Include why. When updating a record, have your routine note the reason so your team has the full picture.
Troubleshooting
Can’t connect
- Confirm your Pylon account has the MCP Access role enabled
- Make sure you’re signing in to the correct Pylon account
Can’t find issues or accounts
- Check that the issue or account exists in Pylon
- Verify your Pylon permissions allow access to it
- Refine your search terms
Update fails
- Confirm you have edit permissions in Pylon for that record
- Ensure required fields are provided
Rate limits
Pylon limits how many operations can happen in a short period. If you hit rate limits:
- Reduce how often the routine runs
- Batch operations where possible