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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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Cursor and Retry Safety

Billing-limited or interrupted Pylon imports resume from the correct cursor on the next sync. Progress is never advanced past records that weren’t actually processed, so partial syncs don’t skip issues — once your usage limit resets or transient errors clear, ingestion picks up from where it left off.

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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?