Pylon

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What is Pylon?

Pylon is a B2B customer support platform that handles support in shared Slack channels, Microsoft Teams, email and chat, with issues, accounts and account intelligence for customer success teams. This connection lets Fabric's assistant create issues and keep accounts current, in plain language.

What Fabric's assistant can do with Pylon

Once Pylon is connected, Fabric's AI assistant can work in Pylon from a simple request.

Find accounts and users. Find Account by Name looks up a customer account, and Get Users lists your team.

Create issues. Create Issue logs a support issue, for example from a customer email, and Update Issue Followers adds teammates who should follow it.

Keep accounts current. The assistant can create and update accounts, add contacts, and log account activity or a call recording, such as notes from a check in written in Fabric.

You stay in control

The assistant works from your instructions, and it confirms with you before creating issues or changing accounts, unless you've told it not to for a particular task. Looking things up never changes anything.

A Fabric AI job can run on a schedule, such as logging the week's customer calls as account activity.

Search your accounts from Fabric

Connecting Pylon also adds keyword search over its records from Fabric's main search.

How people use it

Customer success managers log notes from a check in as account activity.

Customer service teams create an issue from an email escalation.

Account managers add new contacts after a kickoff.

Frequently asked questions

What does the Pylon connection do?

It lets Fabric's assistant find accounts, list users, create issues, update issue followers, create and update accounts, add contacts and log activity and call recordings, and it adds keyword search in Fabric.

Can I create a Pylon issue with AI?

Yes. Describe the problem and the assistant creates the issue.

Can it log a customer call?

Yes. Create Call Recording or Create Account Activity logs it.

Can it reply to customers?

Not with a dedicated action. Replies happen in Pylon.

Can it add followers to an issue?

Yes. Update Issue Followers adds them.

Does the assistant change accounts on its own?

No. It acts on your instructions.

Is my data secure?

Everything in Fabric is encrypted in transit and at rest, and the connection acts on your account with your authorization. See the privacy and security guide.

Does Fabric work with other support tools?

Yes. You can also connect Slack and Microsoft Teams.