Automate triage, enforce compliance, and eliminate manual work. By the end of this track you will have teams organized, triggers routing issues automatically, and dashboards replacing gut feel.
Before automating routing, Pylon needs to know your team structure. Group people by function, segment, or product area.
Teams control routing, views, and reporting. You can be as broad as "Support" or as specific as "Enterprise CS – APAC". Because one person can belong to multiple teams, complex org structures are easy to model — a senior engineer can sit in both Engineering and an Enterprise Escalations team without duplication.
Every team gets its own Saved View, its own round-robin assignment pool, and its own slice of the Analytics dashboard, making it easy for team leads to see exactly how their group is performing.
This is where manual triage dies. Triggers auto-route issues to the right team based on AI categorization, keywords, or account tier.
AI Assistants let you write plain-language prompts that classify incoming issues by topic and automatically route them to the relevant team -- no manual triage needed. Set up rules like "if the issue is about billing, assign to Finance" and let the AI handle the rest.
Learn more about AI AssistantsTriggers are Pylon's automation layer. Each trigger has conditions — Question Type, Account Tier, keyword, source channel — and actions like assigning to a team, setting priority, or adding a tag. They fire in order, and only the first matching trigger runs.
The practical result: from the moment an issue lands, it's categorized, prioritized, and routed with no human intervention. Teams that fully implement Triggers typically reduce manual triage to under 5% of incoming volume.
You can't improve what you can't measure. Build dashboards that give team leads real-time visibility into operational health.
Start with two dashboards: SLA compliance by team (where are targets being missed?) and volume over time (is the issue load growing?). From there you can drill into response time distributions, team-level throughput, and channel breakdowns.
Data updates in near-real-time, so team leads can check in during a busy period and see exactly what's in flight — no end-of-week reporting lag.
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Reference
Docs for everything in this track.