The CSM & CS Leader Overview is now live in Pylon. Your home base for customer success. See your entire book of business, spot accounts that need attention, and stay on top of today’s priorities, all in one view. Available now for all Pylon customers.

Last week, we shipped 104 updates. 1 major launch, 22 bug fixes, 8 AI/agent improvements, 65 core product improvements, 8 infra/reliability improvements. // AI PLATFORM ▸ Background agents are now AI Automations, a trigger-based workflow for running skills. ▸ New Automation Library for drafting triggers from pre-built templates. ▸ Issue event logs and audit data available through the Pylon MCP server. // SUPPORT AGENT ▸ Slack agent shares Assist Agent’s instructions, skills, and configuration. ▸ Slack agent runs can pause for tool approval. ▸ Load backtest runs into Assist Agent context to update guidance or skills. // ACCOUNT INTELLIGENCE ▸ CSM & CS Leader Overview now in beta: account health and team performance in one view. ▸ Accounts auto-created and linked from Microsoft Teams channels. ▸ Two-way account owner sync for CRM integrations. // SUPPORT SYSTEM ▸ Phone conference mode supports inbound routing, transfers, and holds. ▸ Batch-update user statuses, such as out of office for holidays. // PRODUCT PLATFORM ▸ New incident management API links incidents to Pylon issues. ▸ Merge duplicate issues from the chat widget. ▸ Support ticket submission now GA through MCP connectors. // INFRA & SECURITY ▸ Recording consent status visible on issues and in the API. ▸ Non-Pylon callers no longer have access to MCP connector tools in the Slack agent. And 88 more updates, improvements, and fixes behind the scenes. Full changelog: usepylon.com/changelog

Last week, we shipped 63 updates. 22 bug fixes, 3 AI/agent improvements, 29 core product improvements, 9 infra/reliability improvements. // SUPPORT SYSTEM ▸ Slack and Teams ticket form submissions now work with trigger and view conditions. ▸ Forward Telegram messages from Pylon to another Telegram chat. ▸ Tickets created from message splits now inherit or get assigned a Team. // INFRA & SECURITY ▸ Export all data held about a single caller for privacy compliance. ▸ Configure automatic retention periods for call recordings. ▸ Macros now support granular view and edit permissions. // PRODUCT PLATFORM ▸ Triggers can send alerts and incidents through incident.io. ▸ Bulk-apply tags to Knowledge Base articles. ▸ Group support issue analytics by requester contact custom fields. // ACCOUNT INTELLIGENCE ▸ Triggers can fire when a meeting transcript has been ingested. ▸ AI account fields infer context filters, such as time ranges, from their instructions. // AI PLATFORM ▸ Create and schedule AI Reports through the Automations builder. ▸ MCP connectors can browse and search Knowledge Base articles. // SUPPORT AGENT ▸ Backtesting shows field change details and invalid tool call information. ▸ 3 Support Agent fixes: escalation after unsent drafts, misread document fields, broken images. And 46 more updates, improvements, and fixes behind the scenes. Full changelog: usepylon.com/changelog

Introducing Nexus 1.0: a versioned agentic harness for B2B support. Frontier models are increasingly capable of reasoning, searching, and using tools. With raw models, prompts, and connectors, we've seen many teams build good in-house support agents. But Nexus takes you further. Nexus helps underlying models understand the customer and product behind a request, carry an investigation forward as new evidence arrives, take action reliably, and operate within clear permissions and controls. Nexus provides the system around models: context, memory, tools, routing, evals, and runtime controls. Learn more: usepylon.com/nexus

Last week, we shipped 57 updates. This includes Google Chat and international phone support, Pull-Based Team Assignment reaching general availability, and field-level permissions for custom fields. // SUPPORT SYSTEM ▸ Pull-Based Team Assignment is now generally available on Enterprise plans, letting reps share a queue and click Take to claim the next issue. ▸ You can now provision and port international phone numbers to offer local phone support in other countries. ▸ Microsoft Teams ticket forms can now be attached directly to Teams channels and chats. ▸ Customers can now reopen resolved tickets directly from Slack. // PRODUCT PLATFORM ▸ Google Chat Integration lets Enterprise teams view and manage Google Chat conversations inside Pylon. // INFRA & SECURITY ▸ Field-level RBAC lets you control read and edit access to individual custom fields by user role. // ACCOUNT INTELLIGENCE ▸ Custom field value history is now available for opportunities, projects, tasks, and custom objects. ▸ Task views can now be grouped by milestone. // SUPPORT AGENT ▸ V4 Support Agent can now manage the status of its own issues directly. ▸ A standardized variable picker lets prompts reference custom fields, issue properties, and account properties. // AI PLATFORM ▸ Background agents can now be configured as AI Automations through triggers. ▸ When an agent hits its action cap mid-sequence, it now reports which actions completed and which remain. And 45 more updates, improvements, and fixes behind the scenes. Full changelog: usepylon.com/changelog

Last week, we shipped 50 updates. This includes new Microsoft Teams identity support, expanded account management controls, and continued AI agent improvements. // SUPPORT SYSTEM ▸ Connect your Microsoft Teams account to send messages from your own Teams identity. ▸ See messages from other issues in the same SMS, WhatsApp, Telegram, or Teams conversation while replying. // ACCOUNT INTELLIGENCE ▸ Duplicate detection can now be configured by customer type, excluding personal email domains like Gmail. ▸ Edit field values directly from within field blocks in account notebooks. // PRODUCT PLATFORM ▸ Audit log export settings are now accessible directly from the Audit Logs page. ▸ Knowledge Base route redirects now return a permanent (301) status for better SEO. // AI PLATFORM ▸ AI agents can now cite specific sources inline when using granular retrieval tools. ▸ Background agent codebase search now surfaces progress updates and failure reasons. // PRODUCT INTELLIGENCE ▸ AI agents can now create, inspect, and remove linked task dependencies. ▸ Knowledge article proposals can now be previewed before applying. And 40 more updates, improvements, and fixes behind the scenes. Full changelog: usepylon.com/changelog

Last week, we shipped 54 updates. This includes a new email integrations hub, deeper subtask automation, and continued AI search improvements. // PRODUCT PLATFORM ▸ Manage all connected email accounts and filtering settings from a single Integrations page. ▸ Bulk publish articles directly from the KB article list. // AI PLATFORM ▸ Ask AI now supports semantic search over survey responses. ▸ AI agents can now cite specific sources in real time during response generation. // SUPPORT AGENT ▸ MCP connector authentication and permission failures now surface clear notifications instead of failing silently. ▸ Chart formulas are now available to all organizations in agent configuration. // ACCOUNT INTELLIGENCE ▸ You can now drag and drop to convert subtasks into standalone tasks. ▸ Formula fields can now be scoped to a specific audience using filters. // SUPPORT SYSTEM ▸ You can now drag multiple issues at once on kanban boards. ▸ Connected users can now add and remove reactions on Microsoft Teams channel messages. And 44 more updates, improvements, and fixes behind the scenes. Full changelog: usepylon.com/changelog

Last week, we shipped 84 updates. This includes AI-powered field generation, deeper API reliability, and continued agent quality improvements. // PRODUCT PLATFORM ▸ Public API responses now include stable, machine-readable error codes. ▸ Issue fields can now be organized into folders and groups. ▸ Contact timezone is now automatically populated from Slack. // AI PLATFORM ▸ AI agent search quality improved with automatic filter inference from natural language queries. ▸ Background agents can now complete more complex tasks without artificial tool-use limits. // SUPPORT AGENT ▸ You can now give thumbs up and down feedback directly in the issue log. ▸ Backtest results now display escalation handoff reasoning. // ACCOUNT INTELLIGENCE ▸ AI-powered formula generation is now available for account and contact fields. ▸ Added a milestone completion date field that auto-sets and can be manually edited. // SUPPORT SYSTEM ▸ You can now filter issues by last customer message and last agent message separately. ▸ Phone trigger templates are now available. And 73 more updates, improvements, and fixes behind the scenes. Full changelog: usepylon.com/changelog

Last week, we shipped 118 updates. This includes expanded semantic search for AI agents, a new pull-based team assignment model, and continued platform API growth. // AI PLATFORM  ▸ AI agents can now search issues, call transcripts, articles, notes, and survey responses semantically.  ▸ Background agents can now be triggered on a recurring schedule.  ▸ Agents can now view workspace roles and permissions, and update support hours and holiday schedules.  ▸ Exposed APIs to create and update AI skills through Pylon MCP. // SUPPORT AGENT  ▸ Agent guidance character limit raised to 15,000 characters.  ▸ Redesigned the backtesting UI for testing agent behavior. // SUPPORT SYSTEM  ▸ Pull-Based Team Assignment is now available in beta, letting reps claim work from a shared queue.  ▸ Added a consolidated SMS feed showing message history across related SMS issues for a contact.  ▸ You can now preview staged holiday replacement schedules in Support Hours. // ACCOUNT INTELLIGENCE  ▸ Customer portal users can now view a consolidated issue list across all the accounts they belong to.  ▸ Completion percentages now display for milestones and tasks. // PRODUCT PLATFORM  ▸ Custom objects now support paginated grouping and grouping by user fields.  ▸ Contributors can now submit KB article drafts for review directly from the issue-created article flow.  ▸ Profile alias names now support slashes, enabling aliases with pronouns. And 99 more updates, improvements, and fixes behind the scenes. Full changelog: usepylon.com/changelog

We moved from manual support and Claude workflows to Agentic Support. Here's what changed for our own team: ➤ Median first response time: 72% faster ➤ 62% of tickets now have most of the work done by agents ➤ 64% more capacity per person ordnl.link/OV85wlU

Last week, we shipped 113 updates. This includes a major refresh to the agent chat experience, Health Score Builder reaching general availability, and continued platform API expansion. // AI PLATFORM ▸ Major refresh of the agent chat experience, with a new session greeting, timeline-based thinking visualization, and improved page context. ▸ Added a new agent detail view. ▸ Added a test pane for validating agent behavior before deploying. ▸ You can now attach product issues from Linear, Jira, and other trackers directly to Pylon issues via MCP. ▸ Every agent now gets an agent-managed knowledge base by default. // SUPPORT AGENT ▸ You can now simulate and view V4 escalations in agent Preview. ▸ Skills now support account-based eligibility filters, matching v3 runbook behavior. // SUPPORT SYSTEM ▸ Sender email addresses are now always visible inline in email threads. ▸ You can now export route redirects to CSV. ▸ Clicking an unfurled link preview now opens the full work object with details. // ACCOUNT INTELLIGENCE ▸ Health Score Builder is now generally available, with weighted components across Usage, Support, Engagement, Commercial, and Relationship Sentiment. ▸ Added a task import API to support bulk data migration. // PRODUCT PLATFORM ▸ You can now hide agent names in customer portal responses, displaying your team name instead. ▸ Public API now supports creating and updating draft replies on issues. ▸ Added a Connected Members tab to the Slack integration settings. // INFRA & SECURITY ▸ Added support for HIPAA healthcare EDI attachment file types. And 97 more updates, improvements, and fixes behind the scenes. Full changelog: lnkd.in/g5ajyui7

Last week, we shipped 115 updates. This includes more capable agents, better visibility into handling time and SLAs, and configurable account health scores. // AI PLATFORM ▸ Assist Agent can now set To, CC, and BCC recipients on issue drafts. ▸ Assist Agent and Background Agents can add comments to tasks. ▸ Cursor codebase integration is now available in issue Assist. ▸ Teams can configure Knowledge Base article access separately for agents and end users. ▸ Agents can find relevant untranslated articles when working in translated Knowledge Bases. ▸ Agent-authored messages are now visually distinct from teammate messages. // SUPPORT SYSTEM ▸ Active Time is now live for Enterprise plans, with per-user handling time, live session timers, analytics, and API access. ▸ SLA breach detection is faster. ▸ Splitting an issue preserves its Slack connection on both resulting issues. ▸ The chat widget can serve Knowledge Base content in each visitor’s preferred language. // ACCOUNT INTELLIGENCE ▸ Health Score Builder is now available in beta, with configurable signals and transparent component breakdowns. ▸ Customers can create tasks and share files directly in the customer portal. ▸ Project templates support task dependencies and relative due dates. // PRODUCT PLATFORM ▸ Restricted issues support individual collaborators without expanding team-wide visibility. ▸ CSV exports now handle datasets with more than 200,000 accounts. ▸ The API supports creating Issue Groups and linking parent and child issues. ▸ The Pylon MCP connector supports custom task statuses. // PRODUCT INTELLIGENCE ▸ Product areas can be generated automatically, with progress visible in the UI. And 97 more updates, improvements, and fixes behind the scenes. Full changelog: usepylon.com/changelog

Agentic Support is the new operating model for support teams. This Wednesday (8/28) see how @evelegalai made the transition. This will be a joint webinar with Michael Lauerman (Principal Technical Support Specialist @ Eve) and Advith (Co-Founder & CTO @ Pylon). Register to join live or watch on demand: ordnl.link/ShaczGc

Customer support is going agentic. Today, we’re introducing the new Pylon, the first platform built for Agentic Customer Support. Available in beta now. For decades, support teams have worked tickets one at a time. They gather context, investigate across systems, coordinate with other teams, decide what to do, and take every action by hand. That way of working is changing. ➤ Before: humans did the work ➤ Now: humans direct agents to do the work Most AI support products focus on deflecting simple questions before a human sees them. Agentic Support addresses the rest of the job: investigation, coordination, judgment, and action. Pylon’s agents run on a context layer built from support, account, and product intelligence across every system your team uses. Here’s how it works: ➤ Background Agents investigate tickets before anyone opens them ➤ Assist Agent lets humans review the evidence, ask follow-up questions, and direct work across connected systems ➤ Skills turn your team’s processes into instructions humans and agents can run ➤ Multiple agents work at once while your team steers the highest-value decisions Humans stay in control. They inspect the work, correct it, and decide what happens next. As the team builds confidence, the same workflows can become more autonomous. Cognition, Hex, Canvas Medical, Nominal, and other Pylon customers have been helping us test Agentic Support in early access. Today, we’re opening it to more teams. See how it works on July 20: bit.ly/4pkHrqG