Pylon is a B2B support platform. Connecting it brings your support conversations into Cust, so health scores and signals reflect what customers are asking your support team, not just what they say in meetings.

What Cust syncs

Issues: each support issue with its title, status, tags, and a link back to Pylon. An issue shows as closed in Cust when it is closed in Pylon, and open otherwise.
Messages: the conversation inside each issue, synced message by message, with customer and agent messages distinguished. Private internal notes are never synced.

The sync is read-only. Cust never writes anything back to Pylon.

Connect Pylon

Admins connect Pylon in Settings under Integrations.

Create an API token in Pylon

In Pylon, go to Settings, then API, and generate an API token. This requires admin access in Pylon.

Add the token in Cust

Choose Pylon on the Integrations page and paste the token. Cust verifies it immediately.

Let the sync run

The first sync imports issues from the last 7 days, and from then on Cust picks up new issues and replies every 15 minutes.

How issues are matched to companies

Cust matches each issue through the people on it. The requester's email, and the emails of customers who reply on the issue, are matched against your contacts, and the conversation attaches to the matched contact's company.

When an email does not match a contact yet, and its domain belongs to a company in your portfolio, Cust can create the contact automatically if contact auto-creation is enabled for your workspace. Issues Cust cannot place yet are held rather than dropped, and they attach automatically once the matching contact or company appears.

Filtering the sync

Two filters keep noise out of the timeline. Both are configured for you, so tell your Cust contact what you need during setup:

Exclude by tag: issues carrying any of the listed Pylon tags are skipped entirely. Useful for internal, automated, or migrated tickets.
Start date: issues created before a cutoff date are never synced. Useful when you moved to Pylon from another support tool and the old tickets are already covered by another integration.

How Cust uses the data

Conversations appear on the account's interactions timeline alongside emails and meetings, and each one gets an AI summary.
Sentiment and topic analysis run on recent conversations, feeding customer intelligence and signals such as recurring complaints or unresolved blockers.
The conversation content is available as context to the Assistant, so support history informs every recommendation.

Notes and limitations

One Pylon workspace per Cust workspace.
Changes in Pylon appear in Cust within about 15 minutes.
Only Pylon's closed state counts as closed in Cust. Custom end states read as open.
Disconnecting stops the sync but preserves the conversations already imported.

Knowledge base sync

Cust can also sync selected Pylon knowledge bases into its knowledge search, so the Assistant can reference your published support articles. Ask your Cust contact to enable it.