Pylon Features
Platform (6)
Mobile User Support
Allows software to be easily used on multiple mobile devices include phone and tablet devices. 25 reviewers of Pylon have provided feedback on this feature.
Customization
Allows users to customize chat colors, text, logos, and branding. This feature was mentioned in 24 Pylon reviews.
User, Role, and Access Management
As reported in 25 Pylon reviews. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Integration
Integrates with other customer service software to improve support and enhance functionality This feature was mentioned in 27 Pylon reviews.
Reporting
Provides analytics tools that reveal important business metrics and track progress 27 reviewers of Pylon have provided feedback on this feature.
Dashboards
Displays important metrics relating to performance This feature was mentioned in 26 Pylon reviews.
Ticket and Case Management (8)
Ticket Creation User Experience
As reported in 26 Pylon reviews. User Experience of creating and submitting a ticket
Ticket Response User Experience
User Experience of responding and receiving a response This feature was mentioned in 26 Pylon reviews.
Workflow
Based on 25 Pylon reviews. Route tickets based on values of fields, changes to ticket status and time based conditions
Automated Response
As reported in 22 Pylon reviews. Respond to common requests with standard reply
SLA Management
Offers tools for managing and tracking service-level agreements (SLAs) 23 reviewers of Pylon have provided feedback on this feature.
Attachments/Screencasts
Documents and files can be attached to the ticket to communicate with customer issues/resolutions 20 reviewers of Pylon have provided feedback on this feature.
Ticket Collaboration
Share and collaborate on tickets with multiple customer service representatives 20 reviewers of Pylon have provided feedback on this feature.
Customer/Contact Database
As reported in 19 Pylon reviews. Central repository for account and contact information
Communication Channels (4)
Customer Portal
As reported in 21 Pylon reviews. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case
Based on 21 Pylon reviews. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
Live Chat Support
As reported in 19 Pylon reviews. Ability for customer service agents to communicate with customers via live chat to solve problems live
Social Media Integration
Based on 15 Pylon reviews. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
Communication (5)
Pop-up Chat
Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. 18 reviewers of Pylon have provided feedback on this feature.
Notifications
Delivers notifications to both sides of the conversation. 17 reviewers of Pylon have provided feedback on this feature.
Targeted Emails
Sends automated emails to further engage clients and potential clients. This feature was mentioned in 15 Pylon reviews.
In-App Messaging
Allows for live chat to be enabled within the app for customer help. 17 reviewers of Pylon have provided feedback on this feature.
Co-Browsing
Allows agents to join a customer's browser session and navigate through the website with them. 15 reviewers of Pylon have provided feedback on this feature.
Internal Use (6)
Customization
Allows users to customize chat colors, text, logos, and branding. This feature was mentioned in 24 Pylon reviews.
Conversation Archiving
Archives conversations in a separate location for later reference. 16 reviewers of Pylon have provided feedback on this feature.
Lead Development
Enables employees to denote potential customers. 14 reviewers of Pylon have provided feedback on this feature.
Knowledge Base
Establishes a knowledge base for employee reference during conversations. This feature was mentioned in 15 Pylon reviews.
Team Inbox
Provides a central location for help requests, helping employees respond sooner. This feature was mentioned in 16 Pylon reviews.
Customer Profiles
Allows for the creation of profiles for contacts and customers. This feature was mentioned in 15 Pylon reviews.
Channels (3)
Multi-Channel Coverage
Based on 15 Pylon reviews. Software incorporates multiple digital communications channels.
Open Listening
Allows incorporation of inbound contacts from non-marketing channels. 14 reviewers of Pylon have provided feedback on this feature.
Physical Media
Includes physical media (mail, flyers, billboards, etc.) in the channels mix. This feature was mentioned in 14 Pylon reviews.
Design (5)
Communications Strategy Development
Allows planning and deployment of an overall communications strategy. 13 reviewers of Pylon have provided feedback on this feature.
Create Content
Based on 13 Pylon reviews. Includes or integrates with content creation apps.
Personalization
Based on 13 Pylon reviews. Outbound communications are segmented and personalized.
Inbound Identification
Inbound contacts are identified and handled based on history. This feature was mentioned in 13 Pylon reviews.
Regulatory Compliance
As reported in 13 Pylon reviews. Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements.
Conversational Platform (4)
Personalization
Identifies the customer and personalizes interaction at every touchpoint. This feature was mentioned in 12 Pylon reviews.
Omnichannel
Allows multiple related channels to interact at once to reduce transfers. 12 reviewers of Pylon have provided feedback on this feature.
Contextual Engagement
As reported in 12 Pylon reviews. Prompts agents to engage customers based on contextual data, such as product usage or conversation history.
Proactive Engagement
As reported in 12 Pylon reviews. Provides features for sending outbound messages to engage customers through proactive support.
Support Automation (4)
Intelligent Routing
Based on 12 Pylon reviews. Can route contacts to agents the customer has worked with before.
Seamless Escalation
As reported in 11 Pylon reviews. Provides features for escalating conversations to the appropriate agent.
Transcripts
Maintains a transcript of conversations from all channels. This feature was mentioned in 11 Pylon reviews.
Self-Serve Support
Enables customers to resolve queries or issues without the assistance of an agent. 11 reviewers of Pylon have provided feedback on this feature.
Generative AI (9)
AI Text Generation
Allows users to generate text based on a text prompt. 14 reviewers of Pylon have provided feedback on this feature.
AI Text Summarization
Condenses long documents or text into a brief summary. This feature was mentioned in 14 Pylon reviews.
AI Text Generation
Allows users to generate text based on a text prompt. This feature was mentioned in 11 Pylon reviews.
AI Text Summarization
Condenses long documents or text into a brief summary. This feature was mentioned in 11 Pylon reviews.
AI Text-to-Speech
Simulates human-like speech from text inputs. 11 reviewers of Pylon have provided feedback on this feature.
AI Text Generation
Allows users to generate text based on a text prompt. 10 reviewers of Pylon have provided feedback on this feature.
AI Text Summarization
Condenses long documents or text into a brief summary. 10 reviewers of Pylon have provided feedback on this feature.
AI Text Generation
Allows users to generate text based on a text prompt. This feature was mentioned in 12 Pylon reviews.
AI Text Summarization
Condenses long documents or text into a brief summary. 12 reviewers of Pylon have provided feedback on this feature.
Agentic AI - Help Desk (3)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Natural Language Interaction
Engages in human-like conversation for task delegation
Proactive Assistance
Anticipates needs and offers suggestions without prompting





