How Last Customer Activity and Last Vendor Activity Work

Use the Last customer activity and Last vendor activity account fields to quickly understand the most recent engagement on an account.

What the fields mean

• Last customer activity: the most recent qualifying activity from a customer or external participant.

• Last vendor activity: the most recent qualifying activity from your team or internal channels.

What updates them

These fields update when Pylon processes qualifying account activity, such as:

• Messages from customers or team members in connected channels

• Email, Discord, Microsoft Teams, and other supported conversations

• New issues associated with the account

• Meetings or calendar events associated with the account

• Call recordings associated with the account

• Internal notes or internal channel messages, which usually count as vendor activity

How Pylon classifies activity

Pylon uses the source and author of the activity to decide which field to update. External users generally count as customer activity, while members of your organization generally count as vendor activity. Messages in internal channels always count as vendor activity.

What does not update them

Some events are ignored, including message edits, message deletions, non-allowlisted bot messages, and call recording backfills.

CRM sync

If configured, changes to these fields can sync to connected CRM fields such as Salesforce or HubSpot.