Scope: This article applies to inbound customer conversations which then need to be routed to the appropriate team or person who does the work

To set up routing, there's two key questions to answer:

• Manual or automatic routing?

• Who should it route to?

Q1: Manual or automatic routing?

Manual routing:

• Typical team setup: Support Team is the first point of contact for your Issues. Manual routing is commonly used for smaller customers, or customers where there is less well-defined logic of which Issues go to whom

• Sample flow: The Support Team manages a Pylon view of either Issues in the main Issues Kanban, or a filtered view for the Support Team of all Issues without an Assignee. Support Team will review Tickets within New Issue status and manually assign the Issue to a Person or Team

Automated routing:

• Typical team setup: No dedicated team for triaging and well-defined logic of which Issues go to whom

Q2: Who should Issue route to?

• If the Person or Team lives in Pylon:

  • Set the Assignee or Team for the Issue within Pylon

• If the Person or Team lives in Slack-only:

  • Use Internal threads to loop in the Person or Team in Slack

  • Use our Github or Linear integrations for assigning work, while the Customer Issue is still owned in Pylon (this can only be done manually for now)

💪 Putting it all together: Manual routing to Recipient in Pylon

• Support Team member receives Issue in New column in Kanban board

• Support Team member reviews Issue and assigns either Assignee or Team

• The recipient Assignee or Team manages their own board filtered to Issues assigned to themselves (Assignee) or their Team (e.g. Customer Success Team)

💪 Putting it all together: Manual routing to Recipient outside of Pylon

Example 1: Manual route to a Slack Internal thread

• Support Team member receives Issue in New column in Kanban board

• Support Team member reviews Issue and creates Internal thread (e.g. #bugs Slack channel)

• Engineering team is alerted in #bugs Slack channel and works on the Issue

• Engineering team completes task and notifies in the same #bugs Slack channel thread

• Support Team member sends response to customer, based on the updates from the Internal Thread

Example 2: Manual route to Github / Linear

• See our examples here

💪 Putting it all together: Automated routing to Recipients in and outside of Pylon

Triggers are rules that can be configured for Assignment. Here's how to setup the Triggers:

Note on Email-based Triggers: Triggers work with both in-app chat and email-based issues. When a trigger sends an "issue message" action, it will automatically send an email reply to customers who submitted via email, and the message will also appear in the customer thread within Pylon. However, if you experience issues with email-based triggers not working as expected, verify your trigger configuration and contact support for troubleshooting.

1. Determine what property to route on. Some common examples are:

   • Account Tier synced from CRM: Enterprise, MM, SMB?

   • Account

   • Priority

   • Question Type: Is this is Issue a Bug, Feature Request, etc.? Can be AI-classified

   • Topic area: What part of our product is the customer question about? Can be AI-autofilled

   • Customer provided field via Ticket Forms

   • Any other Account Fields, Issue Fields, or properties that you can filter on can also be used for routing

2. Determine who is the recipient

   • Within Pylon: Recipient will be either an individual Assignee or Team

   • Outside Pylon: Internal threads

3. Create the Triggers

   • Triggers are rules that can be configured for routing Issues from a Customer

   • Combining Steps 1 and Step 2, here are some examples:

Example 1: Auto-route Issues from Account to Account Owner in Pylon

Example 2: Auto-route Issues of specific Question Type Bug to our Engineering Team in Slack

Example 3: Auto-route Issues received by billing@ email to Billing Team in Pylon