> ## Documentation Index
> Fetch the complete documentation index at: https://docs.decimal.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Pylon

> Connect your Pylon workspace to Decimal for issue syncing, resolution, and chat widget escalation.

The Pylon integration connects your Pylon workspace to Decimal for ticket syncing and chat widget escalation.

## 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

## Connecting Pylon

1. **Navigate to Integrations**: Go to the **Integrations** page in the sidebar.
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.

## Webhook Setup

Configure a webhook for real-time ticket updates when customers reply to issues.

1. **Get a Decimal API key** from [Settings → API Tokens](https://app.getdecimal.ai/settings/api-tokens).

2. **Create a webhook in [Pylon Webhooks Settings](https://app.usepylon.com/settings/webhooks)** with this URL:

   ```
   https://app.getdecimal.ai/api/external/pylon/webhook
   ```

   <img src="https://mintcdn.com/decimalai/4aMoq8tZFstymxrL/pylon-webhook-setup.png?fit=max&auto=format&n=4aMoq8tZFstymxrL&q=85&s=55888382951bf148e0819481825a73e9" alt="Pylon webhook URL configuration" width="1620" height="962" data-path="pylon-webhook-setup.png" />

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:

   ```json theme={null}
   {
     "event": "issue.updated",
     "issue_id": "{{ issue.id }}"
   }
   ```

   <img src="https://mintcdn.com/decimalai/4aMoq8tZFstymxrL/pylon-trigger-setup.png?fit=max&auto=format&n=4aMoq8tZFstymxrL&q=85&s=bc2103f8fdabd9d1033b94111acaa61f" alt="Pylon trigger configuration" width="663" height="793" data-path="pylon-trigger-setup.png" />

5. **Copy the webhook secret** from Pylon and paste it into the **Webhooks** section of the Pylon integration settings in Decimal.

   <img src="https://mintcdn.com/decimalai/4aMoq8tZFstymxrL/pylon-webhook-secret.png?fit=max&auto=format&n=4aMoq8tZFstymxrL&q=85&s=e6e1feb65eca7d2b526f7a40248666ee" alt="Pylon webhook secret" width="1619" height="189" data-path="pylon-webhook-secret.png" />

## Chat Widget Escalation

Once connected, Pylon can be selected as an escalation target for [Chat Widgets](/chat-widgets/overview). When a customer escalates a conversation, a new Pylon issue is created with the full chat history.