Issue Conversation Views

Issue Conversation View controls how Pylon displays and routes messages when multiple issues exist in the same channel.

You can find this setting in Settings > Issue data > Statuses under Issue conversation view.

When Issue Conversation View is enabled

Pylon allows multiple open issues from the same channel. This means:

• Separate topics can be tracked as separate issues. Your team can keep a distinct open issue for each topic within the same conversation.

• Agents see the full conversation. Pylon shows history from all related issues in the issue context, with each issue in its own thread, so agents have broader context while working from a single issue.

Incoming messages are routed as follows:

• Direct replies: If a customer replies directly to a previous message (on sources that support it), Pylon attaches the reply to the issue that message belongs to.

• Other messages: If the message isn't a direct reply, Pylon uses AI to evaluate its context and either adds it to an existing issue or creates a new one.

This mode works well when customers often discuss several topics in the same chat and your team wants to track them separately without losing conversation context.

When Issue Conversation View is off

Pylon uses a one-active-issue model, where each channel can only have one open issue at a time, regardless of topic. Incoming messages are routed as follows:

• An issue is open: All new messages go to that open issue.

• The issue is closed:

  • For supported channels (WhatsApp, Telegram, & MS Teams Chats) when a customer replies directly to an earlier message, Pylon attaches the reply to that message's issue and reopens it, even if the issue was closed.

  • For top-level messages (not direct replies) Pylon creates a new issue.

Turning Issue Conversation View on or off

Turning it on

Once enabled, multiple open issues can exist in the same channel going forward. Existing issues are not automatically merged or split.

Turning it off

Disabling the setting does not automatically clean up channels that already have multiple open issues. Before disabling, we recommend closing/merging issues to leave only one per channel.

Recommended cleanup before disabling

1. Create an issue view with these settings:

   • Set Display to List.

   • Set Grouping to Account.

   • Uncheck Show empty groups.

   • Add a filter for Issue source (for example, WhatsApp).

   • Add a filter for Issue status is not Closed, and include any custom closed statuses.

2. Go through each account group and close or merge issues until only one open issue remains per channel.