Connect Pylon to Enterpret to analyze customer support conversations, tickets, call recordings, survey responses, contacts, and accounts alongside your other customer feedback sources.

Overview

Pylon is a customer support platform used by B2B teams to manage customer conversations, issues, tickets, calls, surveys, contacts, and accounts.

The Enterpret Pylon integration uses a Pylon API token to import selected Pylon data into Enterpret. Depending on your setup, you can connect Pylon as a feedback source, user source, or account source.

Before you begin

You will need:

Access to an Enterpret account with permission to manage integrations
Access to your Pylon workspace
Permission in Pylon to create or copy an API token
A Pylon API token with read access to the data you want Enterpret to ingest

Treat your Pylon API token like a password. Only paste it into the Enterpret integration setup flow.

Where to start depends on your onboarding status

Enterpret workspace or go to https://dashboard.enterpret.com/<your-company>/settings/integrations/.

If your tenant is still in onboarding and the Integrations page is not active yet, go to https://dashboard.enterpret.com/<your-company>/onboard-tenant/add-integrations instead. This opens the Add Feedback Sources page, where you can choose Pylon directly.

The post-onboarding /settings/integrations/ URL starts working once your tenant is active. Until then, use the onboarding URL above.

If your tenant is already live, open the Integrations page from the left sidebar of your

Get your Pylon API token

Sign in to your Pylon workspace.
Open the Pylon dashboard or workspace settings.
Create or copy an API token. Generate an API token in the Pylon dashboard.
Confirm the token has read access to the Pylon data you want Enterpret to import.
Copy the token. You will paste it into Enterpret in the next step.

Connect Pylon in Enterpret

In Enterpret, open Integrations
Click + New Integration
Select Pylon. Click on 'Continue'
Choose the integration type you want to connect.
Paste your Pylon API token.
If you are creating a feedback integration, choose the Pylon feedback source to import.
Click 'Integrate'.

Enterpret verifies and stores the token securely, then starts importing the selected Pylon data.

Choose what to import

For feedback integrations, choose the Pylon source you want Enterpret to import:

Issues: imports all Pylon issues, including issues whose type is conversation or ticket. Pylon describes issues as the place to track and manage customer requests. Learn more in Pylon's Issues docs and Issues API docs.
Conversations: imports only Pylon issues where the issue type is conversation. Use this if you only want conversation-style support interactions.
Tickets: imports only Pylon issues where the issue type is ticket. Use this if you only want ticket-style support requests.
Call recordings: imports Pylon call recording summaries and metadata. Learn more in Pylon's Call Recordings API docs.
Survey responses: imports Pylon survey responses and answers. Learn more in Pylon's Surveys docs and Surveys API docs.

For user integrations, Enterpret imports Pylon contacts. For account integrations, Enterpret imports Pylon accounts.

If you are not sure which option to choose, start with Issues. This imports both conversation and ticket issue types, so it is the broadest feedback option.

What gets synced

For Pylon issues, conversations, and tickets, Enterpret imports the issue record and its public messages. This can include the issue title, status, source, issue type, account, team, assignee, tags, external link, and public message text when available. Private Pylon messages are not added to Enterpret. If an issue has no public messages, Enterpret uses the issue body as fallback feedback text when available.

For call recordings, Enterpret imports the call recording summary or title, link, timestamps, account ID, source, duration, participant emails, and available custom fields.

For survey responses, Enterpret imports each response as a survey record with the survey name, survey type, submitted timestamp, account or contact ID, and the answer text for each question.

For contacts and accounts, Enterpret imports available profile, account, external ID, domain, tag, and custom field metadata for filtering and account-level analysis.

Pylon's public API docs include more detail on the objects Enterpret can import: issues, messages, call recordings, surveys, contacts, and accounts.

What happens after connecting

After the integration is connected, Enterpret imports Pylon data in batches. Initial sync time depends on the amount of Pylon data and the selected source.

Pylon documents a 10 requests per minute rate limit for listing issues. Because of this, large issue imports or imports with many messages can take longer than some other integrations. Enterpret continues importing in batches until the selected source is up to date.

After the initial import, Enterpret continues syncing new and updated records for the selected Pylon source.

Re-authorizing Pylon

If your Pylon API token is revoked, rotated, or loses access, update the Pylon integration credentials in Enterpret with a new token.

Troubleshooting

The token does not work

Check that the token was copied correctly, has not been revoked, and has read access to the selected Pylon data. If needed, generate a new token in Pylon and reconnect the integration.

I do not see Pylon in the integrations list

Contact your Enterpret customer success manager or Enterpret Support. Pylon may need to be enabled for your workspace.

I connected Pylon but do not see data yet

The initial import may still be running. If data does not appear after the expected setup window, contact Enterpret Support with your workspace name, the Pylon integration name, the selected Pylon source, and an example Pylon record if available.

If you are importing a large number of Pylon issues, the first sync may take longer because Pylon's issue list endpoint has a low public rate limit and Enterpret also checks public messages for each issue.

Some issue messages are missing

Enterpret does not add private Pylon messages to conversation records. Confirm that the missing messages are public messages in Pylon.

I selected Conversations or Tickets but see fewer records than expected

For Pylon feedback integrations, the selected source controls which records Enterpret imports. Conversations imports Pylon issues where the issue type is `conversation`. Tickets imports Pylon issues where the issue type is `ticket`. Issues imports all Pylon issues.

If you are not sure which Pylon issue types you use, choose Issues or contact Enterpret Support with an example Pylon record.

Call recordings or survey responses are not appearing

Make sure the Pylon integration was configured with the correct feedback source. Call recordings and survey responses are imported separately from issues, conversations, and tickets.

Also confirm that your Pylon API token has read access to the selected source, including call recordings, surveys, and survey responses if applicable.

Contacts or accounts are not appearing

Pylon contacts and accounts are imported through separate integration types. A Pylon feedback integration imports feedback records, but does not automatically import Pylon contacts as users or Pylon accounts as accounts unless those integration types are also configured.

Why does the initial sync take time?

Enterpret imports Pylon data in batches. Initial sync time depends on the selected source, the amount of historical data, and how many messages are attached to each issue. Issue-based imports may take longer because Enterpret also imports the public messages for each issue.

Pylon's issue list API is limited to 10 requests per minute, so an issue-based backfill can take additional time for larger workspaces.

Which Pylon timestamps does Enterpret use for syncing?

For issues, conversations, and tickets, Enterpret syncs based on latest message activity. For call recordings, Enterpret syncs based on call start time. For survey responses, Enterpret syncs based on submission time.

FAQs

Does Enterpret import private Pylon messages?

No. Enterpret imports public Pylon issue messages. Private Pylon messages are not added to conversation records.

What happens if an issue has no public messages?

If an issue has no public messages, Enterpret uses the issue body as fallback feedback text when available.

What Pylon metadata is available in Enterpret?

Depending on the selected source, Enterpret imports available metadata such as issue number, title, state, source, issue type, account, team, assignee, tags, external links, call timestamps, duration, participant emails, survey name, survey type, contact ID, and account ID.

For issue-based imports, Enterpret can also keep useful Pylon context such as the issue number, Pylon issue link, team, assignee email, and tags when Pylon provides them.

Do Pylon API tokens expire in Enterpret?

Enterpret stores the API token securely, but does not refresh Pylon API tokens. If a token is revoked, rotated, or loses access in Pylon, update the integration credentials in Enterpret with a new token.

Should I choose Issues, Conversations, or Tickets?

Choose Issues if you want the broadest import from Pylon. Choose Conversations if you only want Pylon issues marked as conversations. Choose Tickets if you only want Pylon issues marked as tickets.

Why do Conversations and Tickets come from issues?

In Pylon, conversations and tickets are issue types. Enterpret uses that issue type to decide what to import when you choose Conversations or Tickets.

Getting help

If you need help setting up or troubleshooting the Pylon integration, contact Enterpret Support with your workspace name, the Pylon integration name, the selected source, and a sample Pylon issue, call recording, survey response, contact, or account link if available.

When possible, include the Pylon record link and the source you selected in Enterpret. This would help Support check whether the record is an issue, conversation, ticket, call recording, survey response, contact, or account.

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