Pylon

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What It Does

• Syncs issues from Pylon into Decimal as support tickets
• Writes resolutions back as comments on the original Pylon issue
• Enables escalation from chat widgets to create new Pylon issues

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Connecting Pylon

1. Open Integrations: Go to Settings → Integrations.
2. Click Pylon: Click on the Pylon integration row to open the configuration modal.
3. Provide your API key: Enter your Pylon API key.
4. Connect: Click Connect to save the configuration.

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Webhook Setup

1. Get a Decimal API key from Settings → API Keys.
2. Create a webhook in Pylon Webhooks Settings with this URL:
   https://app.getdecimal.ai/api/external/pylon/webhook
   
   
3. Add an Authorization header to the webhook:
   Authorization: Bearer {your_decimal_api_key}
   
4. Create a trigger in Pylon:
   • When: Issue has a new message and message is a reply from customer
   • Then: Send webhook (select the webhook you created) with this payload:
   {
     "event": "issue.updated",
     "issue_id": "{{ issue.id }}"
   }
   
   
5. Copy the webhook secret from Pylon and paste it into the Webhooks section of the Pylon integration settings in Decimal.

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Chat Widget Escalation