1. Overview
The Ana x Pylon integration connects your Pylon workspace to Ana, giving you natural language access to your customer support data — issues, accounts, contacts, teams, and engagement activity. Once configured, Ana can summarize ticket volume, track response and resolution times, surface at-risk accounts, and break down support load by team or assignee without leaving your workflow.Connect Pylon to Ana to query and analyze your customer support operations using natural language.
2. Prerequisites
You’ll need:- A Pylon account with Admin access (only Admin users can create API tokens)
- A TextQL account with permission to add API connectors
3. Capabilities
Once configured, Ana can:- Summarize open, waiting, and resolved issues across teams and time periods.
- Track first-response and resolution times against your targets.
- Break down support volume by account, assignee, issue type, or channel (Slack, email, in-app).
- Surface accounts with rising ticket volume or aging unresolved issues.
- Query contacts and account details alongside their support history.
4. Setup Instructions
Step 1: Create your Pylon API token
- Go to your Pylon dashboard and sign in as an Admin.
- Navigate to Settings → API Tokens.
- Click to generate a new API token.
- Give it a recognizable name (e.g.
TextQL). - Copy the token value and store it securely.
Step 2: Add Pylon as an API connector in TextQL
- Go to app.textql.com and sign in.
- In the bottom left sidebar, click Connectors > APIs and select Pylon.
- In the configuration panel, fill in the fields:
- Name (e.g.
Pylon) - API Token: paste the token copied from Step 1
- Name (e.g.
- Click Test to verify the token, then click Save.
Step 3: Verify the connection
- Go to app.textql.com.
- On the bottom left sidebar click Connectors → APIs and check that Pylon appears in your list of active connectors.
- Open a new Ana chat and ask a simple query, such as: “How many open support issues do we have right now?”
- If Ana returns results, the connection is working. If you see an error, refer to Section 6: Troubleshooting.
5. Usage Examples
Once configured, you can ask Ana:- “How many issues did we resolve last week, and what was our median resolution time?”
- “Which accounts have the most open issues right now?”
- “Break down ticket volume by channel over the last 30 days.”
- “Who on the support team has the highest open-issue load?”
- “Show me unresolved issues older than 7 days.”
6. Troubleshooting
| Symptom | Likely Cause | Fix |
|---|---|---|
Test fails with 401 Invalid API token! despite a freshly created token | The token’s IP allowlist doesn’t include TextQL’s egress IP | In Pylon, add 54.69.138.147 (TextQL Cloud) — or your VPC deployment’s egress IP — to the token’s allowed IPs. This is the most common cause of an immediate 401 on a brand-new token. |
| Test fails with 401 | Invalid, revoked, or incorrectly copied API token | Generate a new token under Settings → API Tokens and update the connector in TextQL. |
| ”Token must follow Bearer authorization scheme” | The token was pasted with extra characters or whitespace | Re-paste the bare token value — TextQL adds the Bearer prefix automatically. |
| Can’t find API Tokens in Settings | Your Pylon user is not an Admin | Ask a Pylon Admin to create the token, or have your role upgraded. |
| Ana returns no results | Empty result set for the queried period | Widen the time range or verify the data exists in Pylon. |
7. Security Notes
- API tokens carry your workspace’s support data, including customer conversations. Store them securely and never share them in email, chat, or tickets.
- Rotate the token if you suspect it has been exposed — tokens remain valid until revoked.
- If you no longer need the integration, revoke the token in Pylon and remove the connector from TextQL.
- For more details, refer to Pylon’s API documentation.