Why do customers receive a message from Pylon when joining a connected Slack channel?

When an external customer joins a Slack channel that is connected to Pylon, they may receive a one-time direct message from the Pylon bot explaining that messages in that channel can be visible in Pylon.

In Slack, this notice can appear as a separate Pylon app conversation under External connections. That can make it look like Pylon created a second support channel, but it did not.

The original shared Slack channel remains the correct place for the customer and your team to continue the conversation. The separate Pylon app conversation is only the privacy disclosure surface for that connected channel.

This notice is informational only. It does not change how the connected channel works, and it cannot be disabled.