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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.

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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
Pylon enforces an IP allowlist on every API token. The token will return 401 Invalid API token! until the calling IP is allowlisted — even if the token itself is valid. When creating the token in Pylon, add TextQL’s egress IP to its allowed IPs:
  • TextQL Cloud: 54.69.138.147
  • Self-hosted (VPC): your deployment’s egress IP

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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.

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4. Setup Instructions

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Step 1: Create your Pylon API token

  1. Go to your Pylon dashboard and sign in as an Admin.
  2. Navigate to Settings → API Tokens.
  3. Click to generate a new API token.
  4. Give it a recognizable name (e.g. TextQL).
  5. Copy the token value and store it securely.

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Step 2: Add Pylon as an API connector in TextQL

  1. Go to app.textql.com and sign in.
  2. In the bottom left sidebar, click Connectors > APIs and select Pylon.
  3. In the configuration panel, fill in the fields:
    • Name (e.g. Pylon)
    • API Token: paste the token copied from Step 1
  4. Click Test to verify the token, then click Save.

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Step 3: Verify the connection

  1. Click on the Pylon connector and select Test Connection at the bottom of the panel.
  • A successful setup will return Connection successful (200).
  • If the test fails, refer to the Troubleshooting section for next steps.

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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.”

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6. Troubleshooting

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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.

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Need Help?

For further assistance, please contact support@textql.com.

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