How does Pylon match Chat Widget conversations to Slack channels?

Last updated: May 30, 2025

In the settings page, there's an option to cross-post chat convos to their Slack channel.

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This article explains how Pylon determines which Slack channel to use for each customer.

Matching Process

Pylon uses the following methods to match Chat Widget conversations to the appropriate Slack channel:

  1. Previous Slack Interactions: If the customer has interacted with you before in Slack, Pylon will use that existing channel. We use their email address on their Slack account and match it to the one passed via Chat Widget.

  2. Email Domain Matching: For new users, Pylon matches their email domain against the email domains of your existing Pylon accounts. We exclude common email providers (e.g., Gmail)

Fallback Options

If Pylon cannot match the conversation to a specific customer Slack channel, it will:

  1. Post the chat into the Chat Support Channel you've set up in the config.

  2. If no default channel is set up, the conversation will remain only in Pylon and won't be posted to Slack.