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

# Pylon Connector

> Query your Pylon support issues, accounts, and customer health data directly in Ana.

### **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.

<Note>
  Connect Pylon to Ana to query and analyze your customer support operations using natural language.
</Note>

### **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

<Warning>
  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
</Warning>

### **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

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.

### **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**.

### **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](#6-troubleshooting) section for next steps.

***

### **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](https://docs.usepylon.com/pylon-docs/developer/api/api-reference).

***

### **Need Help?**

For further assistance, please contact [support@textql.com](mailto:support@textql.com).

### **Privacy Policy**

For information about how we handle your data and protect your privacy, please review our [Privacy Policy](https://textql.com/privacy).