How do I track historical conversations in Pylon?

Last updated: July 6, 2025

While Pylon doesn't automatically sync messages from before being integrated with your team's workflows, there are ways to create issues in Pylon to consolidate past customer communications from multiple channels.

Historical Slack/Teams Messages

Track historical Slack or Teams messages by:

  1. Enabling the ticket reaction feature in Ticket Settings

  2. Using the "🎫" emoji reaction on any historical message to create an issue

Email Communications

Track historical email conversations by either:

  • Forwarding emails to your dedicated Pylon email addresses (support@, success@, billing@)

  • CC'ing the appropriate Pylon email address when sending direct emails

Calls and Meetings

Capture information from calls and meetings by integrating with call recording tools like Fireflies. These integrations can generate AI-powered insights from call recordings.

Other Communication Channels

Additional methods to track communications:

  • Create issues manually through Pylon's web app

  • Set up triggers to automatically create issues from other sources

  • Use Pylon's API for custom integrations

  • Build custom apps to import data from other platforms