What does Pylon's AI use to generate answers?

Last updated: April 23, 2026

When AI Agents respond to a customer or when your team uses one of our AI Assistant features, Pylon's AI will analyze the available Resources to craft the most accurate and effective response. The Resources accessible to each are outlined below.

Resources	AI Agents	AI Assistants
Messages (Public Replies)	❌	✅
Issue Internal Notes	❌	✅
Issue and Account Fields	❌	✅
KB Articles	Configured per collection / article	✅
Call Recordings	❌	✅
Training Data	✅ (as selected)	✅ (all)

Check out 📄 What is included in the AI Assistants bundle?to see the full list of included features.

Additional Notes

For an individual user, Ask AI within an issue will maintain context even if you navigate away from the issue and back
The main Ask AI in the navigation sidebar will maintain context within a chat but not between different chats
AI Agents will only have access to KB articles in KBs that are configured directly in their resources (respecting all visibility rules within these KBs as noted above)
AI Agents cannot reference historical issues (past Messages, Internal Notes, or Issue/Account Fields - see the table above). For more on why historical issues are excluded, please see Can AI Agents use historical issues in responses?