Channel types when adding a channel

When you add Pylon to a new Slack channel (for example by typing /invite @Pylon), you’ll see a prompt asking you to choose how that channel should be used in Pylon. Picking the correct type ensures the right workflows, triage, and account linking.

Channel type options

External Customer Channel — Use when you’re talking directly with a customer (or prospect) in a shared channel. One account per channel; messages become issues tied to that account.

Partner Channel — Use when the channel is for a partner account. Treated like a dedicated customer channel but linked to a partner account in Pylon.

Community Channel — Use when the channel has users from many different companies (e.g. a community or help workspace). Every message can become a separate issue.

Internal Channel — Use when people inside your company are asking questions (e.g. internal support or CS). Discussions stay internal and can sync to Pylon for visibility.

Choose the option that matches how you use that Slack channel.

For full setup (internal threads, Accounts dashboard), see Channel Configuration here.