# Pylon

> Run B2B customer support with humans and AI agents across Slack, Teams and email

- Category: [Help Desk Software](https://finderatlas.com/categories/help-desk-software)
- Pricing: Paid
- Website: https://www.usepylon.com
- Platforms: Web, Slack App, API
- API: available
- Made by: Pylon Labs, Inc., founded 2022, San Francisco, CA
- Last updated: 2026-10-19
- FinderAtlas page: https://finderatlas.com/tools/pylon

## Overview

Pylon is a customer support platform built for B2B companies, combining a help desk with AI agents that work alongside human support teams. It receives customer conversations from channels such as Slack, Microsoft Teams, email, phone and SMS, WhatsApp, Telegram and Discord, and attaches each one to an account-level view of the customer. Support staff and agents can investigate tickets, follow up with questions and act on signals from connected systems.

## Key features

- Support Agent
- Assist Agent
- Multichannel Intake
- Automations and Skills
- Knowledge Base
- Analytics and Reporting
- Account Intelligence
- Surveys and Workforce Management
- Nexus Agent Harness

## Pricing

- **Professional** ($89/user/mo): Core help desk for B2B support teams
- **Advanced** ($139/user/mo): Adds access control, reporting and a dedicated CSM
- **Enterprise** (Custom): Security and compliance for large organizations

## Best for

- B2B software companies that support customers in shared Slack or Teams channels and want AI agents tied to account context

## Who uses it

- B2B Support Teams
- Customer Success Teams
- Support Engineers
- SaaS Companies

## Strengths

- Built around B2B account context, with Slack and Microsoft Teams as first-class channels.
- AI agents cover investigation, replies and automations within the same help desk.
- Integrates with CRM, issue tracking and analytics tools such as Salesforce, HubSpot, Linear and Jira.
- Documented API and MCP support on every plan.
- Per-seat pricing is not charged per ticket, so costs do not rise with ticket volume.

## Limitations

- No free plan or free trial is listed, and Enterprise pricing requires talking to sales.
- AI agent features need prepaid credits (minimum 5,000), adding a usage-based cost on top of seat prices.
- Features such as RBAC, custom reporting and a customer portal need the $139 Advanced plan, and SAML SSO costs an extra $125 per month on it.
- No iOS or Android app was found.

## Not recommended for

- Solo founders or small teams wanting a free plan, and consumer-facing support with high-volume chat

## Integrations

- Slack
- Microsoft Teams
- Salesforce
- HubSpot
- Gong
- Snowflake
- BigQuery
- Linear
- Jira
- Confluence
- Notion
- Claude
- ChatGPT
- Cursor
- PostHog
- Mixpanel
- LaunchDarkly

## FinderAtlas editorial scores (out of 10)

- Ease of Use: 8/10
- Feature Depth: 8.5/10
- Value for Money: 7/10
- Performance & Speed: 7.5/10
- Documentation & Support: 7.5/10

## Alternatives

- [Plain](https://finderatlas.com/tools/plain): AI-powered support platform for B2B teams, unifying Slack, email and chat in one workspace ([compare](https://finderatlas.com/compare/plain-vs-pylon))

## Recent updates

- 2026-10-01: Published details of Nexus, the agent harness behind its support agents
- 2025-08-01: Announced a $31M Series B co-led by a16z and Bain Capital Ventures, per press coverage

## FAQ

**How is Pylon priced?**

Pricing is seat-based plus usage-based credits for AI agent features. It is not charged per ticket. Plans are Professional, Advanced and Enterprise.

**Do I have to buy credits upfront?**

Pylon states a minimum commitment of 5,000 credits, and more can be purchased if usage exceeds the commitment. Committing upfront earns a discount.

**Does Pylon offer monthly and annual billing?**

Yes, both are offered according to the pricing page. Standard contracts are annual, and multi-year agreements are available.

**Which channels does Pylon support?**

Slack, Microsoft Teams, email, phone and SMS, WhatsApp, Telegram and Discord are listed, with Notion available as a knowledge base source.

**Does Pylon have an API?**

Yes. API access is listed in the Professional plan and the developer docs include an API reference for resources such as issues, accounts and knowledge base.