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

# Pylon Integration (Beta)

> Connect BuildBetter with Pylon to import and analyze B2B customer support conversations

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

## 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

## 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

## Setup Guide

### 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

### 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

## What Gets Imported

### Issue Data

| Pylon Field     | BuildBetter Field  | Notes                           |
| --------------- | ------------------ | ------------------------------- |
| Title           | Conversation title |                                 |
| Description     | First message      | HTML stripped to plain text     |
| State           | Metadata           | open, snoozed, closed, resolved |
| Priority        | Metadata           | urgent, high, medium, low       |
| Tags            | Tags               | Preserved as conversation tags  |
| Created/Updated | Timestamps         |                                 |
| Display URL     | External link      | Link back to Pylon              |

### 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

### 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

### 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)

## Sync Behavior

### 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

### 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

### Filtering

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

### 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.

## Use Cases

### Support Pattern Analysis

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

### Product Feedback

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

### Customer Health

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

## Troubleshooting

### 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

### 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

### Missing Messages

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

## 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

## Support

Questions about this integration?

* Email: [support@buildbetter.app](mailto:support@buildbetter.app)
* Visit our [Help Center](/pages/Help/common-issues)