Functionality

Customize the behavior of your Chat Widget

You can always setup complex workflows using Pylon's Triggers that apply to just chat, or across all your issues. General support workflows like CSAT, SLAs, and AI Support all can apply to Chat Widget as well.

Within the chat configuration page, you can:

• Show different quick links to different users based on properties about them

• Hide or show the chat functionality to different users based on properties about them

• Hide or show the chat functionality when outside your support hours

Embedded Knowledge Base

Allow users to search for and view knowledge base content directly inside your app.

Embedded Forms

Embed your Ticket Forms directly into your chat to allow users to submit async requests. Customize which tickets forms are visible to a user based on user or account properties.

Sync & Respond from Slack

Pylon offers two ways to manage chat conversations in Slack:

Chat Support Channel Set a dedicated Slack channel as your Chat Support Channel. This acts as a fallback channel where chat conversations will appear for contacts or accounts that don't have an associated shared Slack channel.

Send to Shared Channel Enable the "Send to Shared Channel" toggle to have chat conversations post directly to your customers' shared Slack channels when one exists. When enabled, this provides bidirectional sync of messages, files, reactions, and more between the chat widget and Slack in real-time.

Support Hours

Set custom chat widget support hours in Chat Widget Settings. Once enabled you will be able to set custom support hours that override your main support hours. Custom hours can be created here.