How does the Slack Agent work?

The Slack Agent lets your internal team interact with Pylon directly from Slack — ask questions about your product, look up customer context, and take actions without leaving Slack.

How to use it

There are two ways to start a conversation with the Slack Agent:

• @mention in a channel: Type @Pylon in any internal Slack channel followed by your question. If Pylon isn't in the channel yet, Slack will prompt you to add it.

• DM: Find Pylon in your Slack Apps section and send it a direct message. To enable this, an admin will need to reinstall the Slack app.

Answer questions about your product

The Slack Agent can answer questions about your product using your past tickets, knowledge base, docs, and any other connected resources. This is especially useful for teams outside of support who need quick answers to questions.

Example use cases:

• A sales rep asks how a feature works before a customer call

• A solutions engineer asks about pricing or packaging details

• A teammate asks about a product limitation or known workaround

Answer questions about your customers

The Slack Agent has access to your Pylon data — past issues, calls, emails, internal conversations, CRM data, and more so Pylon can answer your customer questions directly in Slack.

Example use cases:

• Get a quick account summary while in a deal channel

• Look up open issues for a customer before a meeting

• Check account health scores or recent activity

• Find the main contact at an account

Take quick actions in Pylon

Beyond answering questions, the Slack Agent can help you take actions in Pylon without leaving Slack. This is useful for quick updates that don't warrant opening the Pylon app.

Example use cases:

• Create or update a KB article from a Slack conversation

• Taking quick actions on issues like changing status or assignee

• Log account context directly

Configuration

The Slack Agent is configured on this page. From there you can customize:

• Tools: Control which tools the Slack Agent has access to

• Skills: Attach skills for structured, repeatable behaviors

For example, you can enable access for your Pylon Slack Agent to access Notion so any questions you ask Pylon in Slack have that context available.

Guardrails

• Internal only: The Slack Agent only operates in internal Slack channels. It is disabled in Slack Connect (external) channels and cannot be triggered by external users.

• Respects permissions: Users Pylon access level will be respected when they are interacting with the Slack Agent.

• Tools configurable: Tool access can be fully customized from the Slack Agent page.

• Latest Slack Version: If you don't get a response DMing Pylon, please go to your Slack App and reauthorize to get the latest version.