Can AI Agents use historical issues in responses?

No, AI Agents cannot reference historical issues (past Messages, Internal Notes, or Issue/Account Fields). This is by design, since historical issues may contain customer-specific or proprietary information not meant to be shared with your broader customer base. In contrast, AI features that do access issue data are designed for internal workflows where a human reviews all content before any customer communications are sent.

AI Agents will only use resources that are configured as training data and that they have been given access to on their specific Agent configuration page.

For the full breakdown of what each AI feature type can access (AI Agents vs. AI Assistants), please see What does Pylon's AI use to generate answers?