Pylon

Connect Pylon and your assistant can work with your customer support and CRM data — search issues, pull account and contact context, and create or update issues — so support history turns into follow-ups, summaries, and tasks without leaving Town.

Everything runs as you: your assistant can only see or change what you can already see or change in the Pylon UI.

What’s included

With Pylon connected, your assistant can:

Search and read issues — find support issues and read their full message history
Look up customers — pull account, contact, and user details for context
Create and update issues — open new issues or update existing ones
Update accounts — keep account records current

Connecting Pylon

Go to Integrations
Find Pylon and click Connect
Authorize Town in Pylon (sign in when prompted)
Return to Town

Connecting requires the Pylon MCP Access role on your account. Your assistant acts on your behalf and is limited to the data and actions your Pylon permissions already allow. You can revoke access anytime from Pylon settings.

What your assistant can do

Capability	What it does	Makes changes?
Search issues	Find issues matching a query	No
Get issue details	See an issue’s full details	No
Read issue messages	Read the conversation on an issue	No
Search accounts	Find accounts matching a query	No
Get account details	See full account information	No
Get contact details	Look up a contact	No
Get user details	Look up a Pylon user	No
Create issue	Open a new issue	Yes
Update issue	Modify an existing issue	Yes
Update account	Modify account properties	Yes

Use cases

Support triage

Turn inbound activity into organized support work:

Search open issues for a topic (“billing complaints this week”)
Read the conversation to understand what’s happened
Create a follow-up issue or update an existing one

Customer context

Bring account history into your other work:

Look up an account before a call and summarize recent issues
Pull a customer’s contact details when drafting a reply
Surface prior issues so nothing gets repeated

Meeting and reply prep

Prepare with the full picture:

Before a customer meeting, summarize their recent issues and account status
Draft a response grounded in the customer’s actual history
Include Pylon context in your morning briefing

Example routine

A routine that keeps issues current from inbound email:


When a customer emails about a problem:
1. Search Pylon for existing issues from this account
2. If one exists, add the new context as an update
3. If not, create a new issue with a summary and priority
4. Note what was found and done

Best practices

Use approval-required for writes. Creating and updating issues or accounts changes real customer records. Review before your assistant makes changes in Pylon.

Be careful with automation. Automated issue or account updates can trigger other Pylon workflows, notifications, and SLAs. Test carefully.

Include why. When updating a record, have your routine note the reason so your team has the full picture.

Troubleshooting

Can’t connect

Confirm your Pylon account has the MCP Access role enabled
Make sure you’re signing in to the correct Pylon account

Can’t find issues or accounts

Check that the issue or account exists in Pylon
Verify your Pylon permissions allow access to it
Refine your search terms

Update fails

Confirm you have edit permissions in Pylon for that record
Ensure required fields are provided

Rate limits

Pylon limits how many operations can happen in a short period. If you hit rate limits:

Reduce how often the routine runs
Batch operations where possible

Integrations overview — How integrations give your assistant context
Context and memory — How your assistant remembers and reuses what it learns