Pylon

Pylon is the AI-native B2B support platform purpose-built for companies that manage customer relationships across Slack Connect, Microsoft Teams, email, Discord, WhatsApp, Telegram, SMS, and voice, unifying all of these channels in a single inbox without requiring support agents to switch between tools. The platform is purpose-built for B2B support operations: Slack-first design, account-level context for every conversation, and AI Agents that resolve Level 1 tickets autonomously without human approval. Pylon is backed by notable venture investors and counts companies across financial services, enterprise software, and developer tools among its customer base. Pricing has four separate modules that stack on top of each other. The Platform base layer charges per seat: Starter at $59/seat/month (annual, 3-seat minimum) covers email, chat widget, ticket forms, knowledge base, and support inbox. Professional at $89/seat/month (annual, 3-seat minimum) adds Slack Connect, Telegram, WhatsApp, broadcasts, integrations, automations, analytics, and API access. Enterprise at $139/seat/month (annual, 7-seat minimum) adds Microsoft Teams, customer portal, custom reporting, data warehouse exports, RBAC, MSA, SCIM/SSO, HIPAA BAA, and audit logs. Phone calling adds $35/seat/month on Professional and Enterprise. AI Assistants, the copilot layer covering knowledge gap detection, Ask AI, issue copilot, article copilot, live translation, AI fields, similar article detection, AI routing, and AI summaries, adds $50/seat/month. AI Agents, the autonomous resolution layer, starts at $100/month and scales with issue volume. Account Intelligence for customer health scoring, churn risk tracking, playbooks, and custom notebooks adds $10/customer account/month with a 50-account minimum. A five-person Professional team with AI Assistants, AI Agents at base volume, and 100 Account Intelligence accounts would pay approximately $1,795/month billed annually before data warehouse fees. AI Agents are trained on knowledge base articles, documentation, and structured Runbooks that define step-by-step resolution flows for specific issue types. AssemblyAI deployed Pylon AI Agents across their developer support operation and documented 97% first response time reduction (from 15 minutes to 23 seconds) and 50% of eligible tickets resolved by AI without human escalation, enabling 24/7 global support coverage without adding headcount. Sardine documented 90% first response time reduction (35 minutes to under 3.5 minutes). Agent Workflows handle assignment, escalation, and resolution sequences automatically within configured guardrails. The Pylon MCP Server (https://mcp.usepylon.com) exposes Pylon data to AI tools that support Model Context Protocol including Claude, ChatGPT, and Cursor. Tools include search and read operations for issues, accounts, and contacts, plus write operations for creating and updating issues and accounts. Authentication uses OAuth 2.0 with access scoped to the same data as the authenticated user's Pylon dashboard permissions. Documented use cases include debugging support issues with Claude Code, generating product specs from clusters of issues, and running ad hoc customer analysis by combining Pylon data with Notion or Linear context. Integration depth is the broadest of any B2B support platform in this category. CRM connectors cover Salesforce, HubSpot, Attio, and Pipedrive. Product ticketing connects to Linear, Jira, Asana, GitHub Issues, and Shortcut. Call recording pulls from Gong, Fathom, Fireflies.ai, Grain, and Attention. Incident management connects to Incident.io and Rootly. Data warehouse exports go to Snowflake, BigQuery, Redshift, and S3. Alerting connects to PagerDuty and OpsGenie. Calendar integrations cover Google Calendar and Outlook. Codebase integration connects to Cursor via MCP. Security is enterprise-grade: SOC 2 Type II and ISO 27001:2022 certifications with annual audits, GDPR and GLBA compliance, HIPAA BAAs available on Enterprise, zero data retention agreements with all AI providers, AES-256 encryption at rest, TLS 1.2+ in transit, SAML 2.0 SSO, SCIM user provisioning, RBAC, and comprehensive audit logs. Customer data is never used to train AI models. All compliance documentation is available at trust.usepylon.com. Pylon is not the right fit for B2C or high-volume consumer support operations: Intercom Fin ($0.99/resolution), Freshchat (from $19/agent/month), and Gorgias (from $10/month) serve those use cases at materially lower cost. The 3-seat minimum on Starter and Professional prevents very small teams (1-2 people) from accessing the platform. Teams comparing Pylon against Zendesk Suite or Intercom should calculate total cost of ownership across all add-ons, as the modular pricing means AI Agents and Account Intelligence both add significantly to the base seat cost. Q2 2026 state: Professional tier confirmed at $89/seat/month (materially higher than legacy $49 pricing). Enterprise at $139/seat/month. Pylon MCP Server launched with official docs at docs.usepylon.com/pylon-docs/integrations/pylon-mcp. Changelog active through May 18, 2026 with Account Intelligence and Product Intelligence feature updates. G2 shows 110 reviews at 4.7 as of May 2026.