Why aren't my Teams messages appearing in Pylon?

Last updated: August 25, 2025

Messages sent from your team in Microsoft Teams won't automatically appear in Pylon until a customer interaction occurs. There are two ways to get Teams messages into Pylon:

  1. Bot Message Limitation

    Note: Pylon automatically ignores messages sent by bots to prevent infinite loops. If you're using automated systems or bots to send messages to your Teams channel, these messages will not appear in Pylon unless you manually add the 🎫reaction to create a ticket.

  2. Add a guest user with a non-company email address to the Teams channel. When this external user sends a message, it will be pulled into Pylon automatically.

  3. Enable ticketing in Pylon and use the 🎫 reaction on the top-level message in Teams that you want to track. To enable ticketing:

    • Go to Ticket Settings

    • Turn on the ticketing feature

    • In Teams, add the 🎫 reaction to any message you want to track in Pylon