Pylon Integration (Beta)

Connect BuildBetter with Pylon to import your B2B support conversations and extract insights from customer issues across Slack, email, and other channels.

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Features

• Issue Import: Automatically sync Pylon support issues as conversations in BuildBetter
• Full Thread History: Import complete message threads including all replies and context
• Author Detection: Distinguish between internal support agents and external customers
• Metadata Capture: Preserve issue state, priority, tags, and custom fields
• Slack & Email Context: Retain original channel and email metadata for traceability
• CSAT Integration: Import customer satisfaction scores and feedback

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How It Works

BuildBetter connects to Pylon via API key and imports support issues as conversations. Each issue becomes a conversation with its full message thread, enabling AI-powered analysis to identify patterns, common problems, and customer sentiment. Import Type: One-way (Pylon to BuildBetter) Sync Frequency: Hourly automatic sync

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Setup Guide

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Prerequisites

1. Pylon Requirements:
   • Pylon account (any plan with API access)
   • Admin user access to generate API tokens
2. BuildBetter Requirements:
   • Active BuildBetter account
   • Admin privileges for integration setup

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Quick Setup

1. Get Your Pylon API Token
   • Log in to your Pylon account as an Admin
   • Navigate to Settings > API Tokens
   • Generate a new API token
   • Copy and save the token securely
2. Connect in BuildBetter
   • Go to Settings > Integrations in BuildBetter
   • Find Pylon in the Support section and click Connect
   • Paste your Pylon API token
   • Click Connect to verify and save
3. Configure Import Settings
   • Import History Window: Choose how far back to import
     • 7 days, 30 days, 90 days (default), 180 days, 365 days, or all history
   • State Filter (optional): Filter by issue state
     • Open, Snoozed, Closed, Resolved
   • Click Save to start your first sync

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What Gets Imported

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Issue Data

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Message Threads

Each issue’s messages are imported as a conversation thread:

• Full message content (HTML converted to text)
• Author information (support agent or customer)
• Timestamps for each message
• Email metadata (from, to, cc, bcc) when applicable
• Slack metadata (channel, workspace) when applicable

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People

Authors are automatically created or matched in BuildBetter:

• Support Agents: Marked as internal users
• Customers: Marked as external contacts
• Email matching for deduplication
• Name and avatar imported

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Metadata Preserved

• Issue number and external ID
• State and priority
• Custom field values
• Linked external issues (Linear, Jira, GitHub, Asana)
• CSAT scores and comments
• Original source channel (Slack, email, chat widget)

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Sync Behavior

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Automatic Sync

• Runs hourly to capture new and updated issues
• Incremental sync imports only changes since last sync
• Handles Pylon’s 30-day API window automatically

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Import History

• First sync imports based on your history window setting
• Subsequent syncs are incremental
• You can adjust the history window to backfill older data

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Filtering

• Only public messages are imported (internal-only messages excluded)
• Messages must have content to be included
• Duplicate prevention via external ID tracking

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Use Cases

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Support Pattern Analysis

• Identify recurring customer issues
• Track common problems across your customer base
• Spot emerging trends before they escalate

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Product Feedback

• Extract feature requests from support conversations
• Understand customer pain points
• Connect support insights to product decisions

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Customer Health

• Monitor sentiment across support interactions
• Identify at-risk accounts based on support patterns
• Track resolution quality and response times

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Troubleshooting

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Connection Issues

“Invalid API Token” Error

• Verify you copied the complete token
• Ensure the token was generated by an Admin user
• Try generating a new token

“Needs Reauthorization” Status

• Your API token may have been revoked
• Generate a new token in Pylon and reconnect

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Data Not Syncing

• Check that the integration status shows “Active”
• Verify your state filter isn’t excluding the issues you expect
• Allow up to 1 hour for the next automatic sync
• Check the integration logs for specific error messages

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Missing Messages

• Private/internal messages are intentionally excluded
• Messages without content are skipped
• Very old issues may be outside the history window

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Privacy & Data

• BuildBetter only imports data from your Pylon workspace
• Support conversations are stored securely in your BuildBetter workspace
• Internal-only messages are never imported
• You can disconnect at any time to stop all data sync

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Support

Questions about this integration?

• Email: [email protected]
• Visit our Help Center