by Pylon Labs, Inc.
Pylon review, pricing and verdict
B2B help desk with AI agents across Slack, Teams, email and chat, used by 1,800+ B2B companies including Airtable, Linear and Together AI.
- Best for
- Head of Support Engineering at a B2B software company
- Not for
- Team that wants to keep its current help desk and add only an AI layer
Should you use Pylon?
Pick Pylon if your customers reach you through shared Slack or Teams channels and you are ready to replace your help desk, not add AI on top of it. Its five agent features are metered in credits instead of per-seat AI fees. Skip it if you want self-serve signup, because trials go through sales.
A help desk built around shared chat channels such as Slack Connect, with account context from the CRM and product data attached to every conversation.
Skills, automations and account data configured per team create switching costs, while Zendesk and Intercom keep adding agent features of their own.
Also for
- Customer success or post-sales team lead
- Support engineers and customer success managers at B2B software companies
Show 3 more
- Support leads who run customer channels in Slack Connect or Microsoft Teams
- Post-sales and account management teams that need account context beside every ticket
- Teams replacing a help desk such as Zendesk rather than adding an AI layer to it
Also not for
- Company running a high-volume consumer help desk
Main trade-off
Credit-metered agents make the monthly bill harder to forecast than a flat seat price.
Pylon pricing
| Plan | Monthly price | What it includes |
|---|---|---|
| Professional | $89/mo | Annual contract, billed per seat, Core support, viewer seats and out-of-the-box analytics, Automations, Skills, broadcasts, MCP, API and integrations, Agent features run on credits |
| Advanced | $139/mo | Everything in Professional, RBAC, customer portal, custom reporting and data warehouse, Microsoft Teams and Google Chat channels, HIPAA support, SAML SSO as a paid add-on |
| Enterprise | Custom | Custom quote, Everything in Advanced, MSA, SAML SSO and SCIM, Sandbox, data retention controls and priority support SLAs |
How the pricing works, in full
Seats on annual contracts: Professional $89 and Advanced $139 per seat per month; Enterprise is a custom quote. Agentic features are billed in credits, not per ticket and not as a per-seat AI add-on. Add-ons: Phone at $35 per seat a month, Account Intelligence at $10 per customer account a month, SAML SSO on Advanced at $125 a month. No free plan; free trials are set up with sales. Read on usepylon.com/pricing and usepylon.com/pylon-facts on 11 November 2026.
What each plan includes
Compare the plans feature by feature (6 rows)
| Feature | Advanced | Enterprise | Professional |
|---|---|---|---|
| Role-based access control (RBAC) | Yes | Yes | No |
| Customer portal | Yes | Yes | No |
| Custom reporting and data warehouse | Yes | Yes | No |
| Microsoft Teams and Google Chat | Yes | Yes | No |
| HIPAA support | Yes | Yes | No |
| SCIM and data retention controls | No | Yes | No |
Before you commit
- Agent features need credits on top of seat prices, and Phone and Account Intelligence are separate paid add-ons.
- A minimum seat count applies to new customers and the number is not published.
What Pylon does
Founded in 2022 and used by 1,800+ B2B customers by its own count, Pylon combines Slack Connect, Teams, email and chat in a single help desk inbox, with Support, Assist and Slack agents that became generally available on 2 November 2026.
Support Agent
Resolves customer questions across channels and brings in a person when judgment is needed; generally available since 2 November 2026.
Assist Agent
A personal AI operator that investigates an issue, drafts replies and takes actions using your workspace context.
Slack Agent
Answers product and customer questions and takes action from Slack, running in internal channels only with the same customer context and permissions as Pylon.
Automations and Skills
Workflows that run on a new issue or a schedule, using Skills, the reusable instructions that teach agents how your team investigates and resolves.
Show all 8 features
Omnichannel inbox
Slack Connect, email, chat widget, ticket forms, Discord, WhatsApp, Telegram and SMS on every plan; Microsoft Teams and Google Chat from Advanced; phone as an add-on.
MCP server and connectors
MCP-capable tools such as Claude, ChatGPT and Cursor read and update the Pylon data a user can access, and MCP connectors let Pylon agents call other servers, on every plan.
Account Intelligence
A paid add-on with health scores, account notebooks and a CSM home view built from support, CRM and product data.
Help desk core
SLAs, routing, queues, a knowledge base with AI article generation, CSAT and NPS surveys, broadcasts and workforce management.
Works with
- Slack
- Microsoft Teams
- Google Chat
- Discord
- Telegram
- Salesforce
- HubSpot
- Attio
- Pipedrive
- Jira
- Linear
- GitHub Issues
- Gong
- Snowflake
- BigQuery
- incident.io
- PagerDuty
- Claude
- ChatGPT
- Cursor
- Devin
Capabilities
- AI agent
- Customer support
- Helpdesk
- Account intelligence
- MCP
- B2b SAAS
- Omnichannel
Strengths and limits
Strengths
- Agent features are metered in credits rather than a per-seat AI add-on, so AI spend follows how much work the agents take on (Pylon pricing page).
- Ships constantly: the changelog carries a dated entry every week through 9 November 2026, including general availability of five agent features on 2 November.
- SOC 2 Type II and ISO/IEC 27001:2022 audited, US or EU hosting, a stated no-training policy, and HIPAA support from the Advanced plan (security page).
- Hack'celeration, a review site, reports teams going live in days to under two weeks, faster than typical Zendesk or Freshdesk migrations (2026 edition review).
Limits
- No free plan: trials are set up through sales, and a minimum seat count applies to new customers, which Pylon does not publish (Pylon Facts, 10 November 2026).
- Agent spend is hard to forecast: there is no per-ticket price, and Pylon's own calculator puts a 2,000-ticket month at roughly 9,760 credits.
- Microsoft Teams and Google Chat channels, the customer portal, custom reporting and the data warehouse start on the Advanced plan.
- Hack'celeration's review calls the native knowledge base the most-cited weak spot.
Pylon alternatives
| Tool | Price from | Free plan | Runs on | Rating |
|---|---|---|---|---|
| Pylon This page | $89/mo | No | Web | 3.7 |
 ZendeskPick Pylon if your support runs through Slack Connect and account context matters more than channel breadth; pick Zendesk if you want a published per-agent entry price. | $19/mo | No | Web · iOS · Android · Mac · Windows | 4.2 |
 IntercomPick Pylon for agents that work from account and product context in B2B conversations; pick Intercom if you want to test its agent on a free trial first. | $29/mo | Trial | Web · iOS · Android | 4.2 |
 AdaEnterprise AI customer service platform that autonomously resolves support interactions across chat, voice, email, and social channels, built for large Zendesk and Salesforce deployments. | $2,500/mo | No | Web · iOS · Android | 4.5 |
Pylon facts
- Works offline
- No
- Minimum skill level
- Intermediate
- Price band
- Mid-range
- Maker founded
- 2022
- Training-data policy
- Says on its security page (read 11 November 2026) that it does not train on customer data and that the AI vendors processing it have zero-retention terms.
- Compliance
- SOC 2 Type II · ISO/IEC 27001:2022 · GDPR · HIPAA support (Advanced and Enterprise)
- Total funding
- $51M in total, including a $31M Series B co-led by a16z and Bain Capital Ventures, announced August 2025
Data and privacy
Proprietary
Questions about Pylon
How much does Pylon cost per seat, and what do AI credits add?
Pylon charges $89 per seat per month for Professional and $139 for Advanced on annual contracts, with Enterprise on a custom quote. Agent features run on credits instead of a per-seat AI fee: $0.30 a credit pay as you go, or committed packages from 5,000 credits a year at $0.24 for the first 60,000, falling to $0.15 above 300,000. Pylon's calculator puts a 2,000-ticket month with 30% automated at about $26,395 a year committed or $35,136 pay as you go, mid estimate.
Does Pylon have a free trial or a free plan?
There is no free plan. Pylon says it offers free trials to prospects, set up with a sales representative, so there is no self-serve signup. Annual and monthly billing are both available, though standard contracts are annual and multi-year terms are offered (Pylon Facts, 10 November 2026).
Is Pylon a help desk or an AI layer on top of Zendesk?
Pylon says it is the help desk itself: ticketing, SLAs, routing, a knowledge base, channels and AI agents in one platform, and that teams move to it to replace their help desk. It states that if you want to keep your current help desk and only add an AI layer, Pylon is not built for that.
Which channels does Pylon support, and which need a higher plan?
On every plan: Slack Connect and Slack Community, email, the chat widget and mobile chat SDKs, ticket forms, Discord, WhatsApp, Telegram and SMS. Microsoft Teams and Google Chat need Advanced or Enterprise, and phone is an add-on on any plan, according to Pylon Facts.
Where does Pylon host data, and does it train AI on it?
Pylon hosts on AWS in Oregon in the US or Frankfurt in the EU, and a workspace stays in the region you choose with its backups. Its security page says customer data stays out of AI training, the model providers it uses sign zero data retention agreements, and inference for EU workspaces runs in the EU.
About Pylon
Pylon is a help desk and agentic support platform for B2B companies, made by Pylon Labs, Inc., founded in 2022 and based in San Francisco. Its three founders met at Caltech and in the Kleiner Perkins Fellowship, and the about page says the idea came from Slack and Microsoft Teams partly replacing email in business-to-business conversations, which broke most post-sales workflows. Pylon puts Slack Connect, email, chat, Discord, WhatsApp, Telegram, SMS and more into one inbox, and says it is the help desk itself rather than a layer on top of Zendesk or Intercom.
Read the full background
On top of that inbox sit five agent features: a Support Agent that answers customers, an Assist Agent that investigates and drafts replies, a Slack Agent for internal channels, Automations, and Skills, which are reusable instructions the agents follow. The Pylon MCP server lets tools such as Claude and Cursor read and update the data a user can already see, and Pylon's site advertises a launch event for a Devin integration. The agents are metered in credits, not billed per seat or per ticket.
It is built for post-sales teams at B2B software companies: support engineers, customer success managers and support leads who work in shared customer channels. Account Intelligence, a paid add-on, builds health scores and account notebooks from support conversations plus CRM and product data, and Pylon lists integrations with Salesforce, HubSpot, Gong, Linear, Jira and Snowflake. Its facts page names Airtable, Amplitude, Applied Intuition, Cognition, Linear, Together AI and Ashby among its customers.
Where an alternative wins: Pylon says it is not built for a team that wants to keep its current help desk and add only an AI layer, and a team in that position is closer to what Parahelp sells. Hack'celeration's review notes that Pylon is B2B-only by design, so a company running a high-volume consumer help desk should look at Zendesk or Intercom first. Plain and Front, which Pylon's own comparison pages name as rivals, are not on Hokai yet. The wider field sits on the AI customer support shelf and in the best AI customer support software guide.
Verdict: pick Pylon if your customers reach you in shared Slack or Teams channels and you are ready to replace your help desk, with an AI budget set in credits. Skip it if you want to start without a sales conversation, or need a consumer-scale help desk. A team with a help desk it plans to keep, wanting only AI on top, is not the buyer.
Sources and guides
Official sources
- Pylon official site Vendor
- Pylon pricing Docs
- Pylon Facts Docs
- Pylon security Docs
- Pylon documentation Docs
Product facts on this page (pricing, plans, integrations, compliance) are read from Pylon Labs, Inc.'s own pages and documentation. The verdict is Hokai's reading of them, not the vendor's claim.
Hokai guides that mention Pylon
Lists that include Pylon
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