When can I get access to Agentic Support?

FAQ for current Pylon customers

What is Agentic Support?

On July 15th, we introduced Agentic Support, a new way of working where your team directs agents to do the work that previously happened by hand. As a Pylon customer, you already have the foundation in place. Your customer conversations, account data, integrations, and workflows already live in Pylon. Now, agents can use that context to work alongside your team.

How do I get access today?

Agentic Support is currently in Beta. During the Beta period, we are rolling out access to cohorts of customers, so we provide the necessary support for our customers to be successful in the product. If you are interested in joining, reach out to your Customer Success Manager, we'll add you to the waitlist, and we will work with you based on fit and availability

When will Agentic Support be Generally Available?

We expect to move from Beta into General Availability later this year. During GA, Agentic Support will be available more broadly and we will move onto a new pricing model. At that point in time, we will give all customers the opportunity to try out the new features, and the option to convert to our new pricing model if you'd like to continue using the features beyond the trial period

How will Agentic Support be priced?

At General Availability, we are moving to a model that combines seats with usage-based credits. Credits can be used across a number of Agentic Support product features, so you can apply them to the capabilities that matter most to your team instead of paying for separate SKUs. The previous standalone AI Assistant and AI Agent SKUs are being retired as part of this transition

I already purchased AI Assistants or Agent. What happens to my plan?

Your CSM can chat through specifics on what's in your current plan and how that translates to the Agentic Support release. At a high-level, AI Assistant and Agent functionality you are already using will still exist, but is heavily improved on in the latest Agentic Support release

For non-monthly customers: You can continue using your current plan until your renewal date. If you choose to transition to the new pricing model mid-contract, your existing AI contract value carries over and converts into credits, and your CSM will work with you on the timing of that transition. Before renewal time, if you are still on our legacy AI Assistants or AI Agents product, your CSM will work with you to transition to our new pricing model and new Agentic Support feature set.

For monthly customers: We will give sufficient heads up of a time in 2027 when we will do a bulk transition of all remaining monthly contracts on old SKUs