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. For that context, use AI Assistant features like Ask AI, Copilot, or Article Drafting.

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?