The Pylon Insider’s Guide
Everything we know about Pylon in one document: what it costs, its grades, getting a refund, getting help and what else to look at. Read it here, or keep a copy.
Pylon
The Insider’s Guide
B2B support platform that works across Slack, Teams and email
Every plan, grade, refund rule and rival among help desk and live chat tools, read from Pylon’s own pages.
Made by Pylon Labs, Inc. · checked Nov 12, 2026 · toolgpa.com
Contents
- 01WelcomeWhat it is, who it suits, its grades and the ten things to know first
- 02What it costsEvery plan, the free plan, ways to pay less and how prices have moved
- 03What it doesIts main features, where it runs, what it works with and who makes it
- 04Where it standsIts grades against its category, and whether to keep it or make your own
- 05The alternativesThe tools it is most often weighed against, side by side
- 06Quick answersThe questions people ask about it, each answered in a line or two
- 07About ToolGPAWho made this guide, what else is on the site, and how to cite it
ToolGPA put this guide together from Pylon’s own pages, its app-store listings and our grades. Every fact in it is on Pylon’s page too, where it is kept up to date. Checked Nov 12, 2026.
Part 01 · Overview
Welcome
What it is, who it suits, its grades and the ten things to know first
2.0
GPA, above 15 of the 66 other help desk and live chat tools we grade
Pylon is a support and customer success platform for B2B companies. It pulls requests from Slack, Microsoft Teams, email, WhatsApp and a chat widget into one queue, and adds AI agents that run on credits. Pricing is by seat plus credits, never per ticket, and it is sold through a demo and quote.
To get you started, here are 9 things to know about Pylon, taken from its own pages and our grades.
No store rating on record, and the sales team estimates how many AI credits you need.
- 1
Best for B2B support in Slack and Teams
Pylon pulls requests from Slack, Microsoft Teams, email, WhatsApp and a chat widget into one queue for B2B support and customer success teams.
- 2
Paid plans start at $7.42 a month when paid by the year for each person
As its pricing page puts it: $89 per seat, on an annual contract.
- 3
You can try it first
Free trials for prospects, set up with a sales representative
- 4
It runs on Web
Web.
- 5
Support Agent and Assist Agent
Pylon's agents answer customers and help human agents draft and investigate. They are not separate add-ons but use credits.
- 6
Slack, Teams and email in one queue
Support email, a chat widget, SMS, Slack Connect, WhatsApp, Discord and Telegram are on every tier, with Microsoft Teams and Google Chat on Advanced and above.
- 7
Automations and skills
Triggers, macros, written skills, MCP connectors and custom API actions are on every tier, so teams can shape what the agents do.
- 8
A 2.0 GPA, above 15 of 66
That is against the other help desk and live chat tools we grade, on value, the free plan, features, ease of use and platforms.
- 9
Keep it
To replace Pylon you would be making one mailbox that several people work at once. That is not a weekend's work, with an AI app builder or without one.
Pylon at a glance
- Pricing
- Free trial, from $89 per seat, on an annual contract
- Free plan
- No
- Free trial
- Free trials for prospects, set up with a sales representative
- Runs on
- Web
- Made by
- Pylon Labs, Inc.
- Category
- Help Desks & Live Chat
- Our grade
- 2.0 GPA, fair
The report card
Best for B2B support in Slack and Teams
Pylon pulls requests from Slack, Microsoft Teams, email, WhatsApp and a chat widget into one queue for B2B support and customer success teams. Seats start at $89 on an annual contract, AI runs on purchased credits, and trials go through a sales rep.
| Subject | Grade | Comment |
|---|---|---|
| Value for money | D | $89 per seat on an annual contract is where the category's dearest tenth begins. Account Intelligence ($10 per account a month), Phone ($35 per seat) and AI credits are on top. |
| Free plan and trial | D | Free trials are set up with a sales representative, so there is no way to sign up alone. |
| Features | B | Ticketing, analytics, automations, an API and AI agents across Slack, Teams, email, WhatsApp and chat. Nothing in the listing shows a gap in the core work, but AI and phone cost extra. |
| Ease of use | C | No store rating on record, and the sales team estimates how many AI credits you need. |
| Platforms and integrations | B | Web only, with 8 listed integrations and an API. No phone or desktop app on record. |
An A is worth 4 points, a B 3, a C 2, a D 1 and an F nothing. The GPA is the average of the five.
Who Pylon is for
- Fits if your customers reach you in Slack or Teams and you sell to other businesses
- Works for support and customer success teams that want one queue
Who it is not for
- Pricey if you're small: $89 per seat on an annual contract, before AI credits
- Skip it if you want to sign up alone, as trials go through sales
- Watch out: Account Intelligence is $10 per account a month and Phone is $35 per seat a month on top
- Watch out: SAML SSO is an add-on on Advanced and included only on Enterprise
Good to know
Good for
- B2B software companies that support customers inside shared Slack channels
- Support teams that want seat-based pricing instead of per-ticket charges
- Customer success teams that need account health tracking next to support
Worth knowing
- Pricing is by seat plus AI credits; the page says credits are bought for a year or as you go and the sales team estimates how many you need.
- Account Intelligence is $10 per customer account a month and Phone is $35 per seat a month, both on top of seat prices.
- Seat prices are quoted on an annual contract, and the page does not show a monthly-billed price.
- SAML SSO is an add-on on Advanced and included only on Enterprise.
Part 02 · Pricing
What it costs
Every plan, the free plan, ways to pay less and how prices have moved
$7.42
A month to start, paid by the year, for each person
Pylon is a paid product with a free trial, starting at $89 per seat, on an annual contract.
Free trials are set up with a sales representative, so there is no way to sign up alone.
Professional
$89
per seat, on an annual contract; billing interval not shown
Core ticketing, analytics, automations, skills, broadcasts, MCP, API and integrations. AI features run on purchased credits. Sold through a demo.
Advanced
$139
per seat, on an annual contract; billing interval not shown
Everything in Professional plus RBAC, a customer portal, custom reporting, a data warehouse, Microsoft Teams support and SAML SSO as an add-on. Sold through a demo.
Enterprise
Custom
Everything in Advanced plus an MSA, SAML SSO, a sandbox environment and priority support SLAs. Custom quote.
Trying it first
Free trials for prospects, set up with a sales representative
Read from usepylon.com on Nov 12, 2026.
Part 03 · Features
What it does
Its main features, where it runs, what it works with and who makes it
1
Place it runs: Web
B2B support platform that works across Slack, Teams and email. Here is what it does, as its own site describes it, and what it covers: public API, shared inbox, help desk, live chat, help center, AI support agent, whatsApp messaging.
Ticketing, analytics, automations, an API and AI agents across Slack, Teams, email, WhatsApp and chat.
- Support Agent and Assist Agent
- Pylon's agents answer customers and help human agents draft and investigate. They are not separate add-ons but use credits.
- Slack, Teams and email in one queue
- Support email, a chat widget, SMS, Slack Connect, WhatsApp, Discord and Telegram are on every tier, with Microsoft Teams and Google Chat on Advanced and above.
- Automations and skills
- Triggers, macros, written skills, MCP connectors and custom API actions are on every tier, so teams can shape what the agents do.
- Account Intelligence
- A paid add-on for customer success with account notebooks, health scores, scorecards and an account activity timeline.
- Knowledge base and surveys
- Every plan includes a knowledge base plus NPS and CSAT surveys, with analytics out of the box.
- Phone add-on
- Calls and texts from inside Pylon, with recordings, transcripts, summaries, call transfers and IVR, are sold as an add-on.
Where it runs
- Web
What it works with
- Slack
- Microsoft Teams
- Salesforce
- Linear
- Claude
- ChatGPT
- Cursor
- Gong
Pylon is made by Pylon Labs, Inc.
Part 04 · Standing
Where it stands
Its grades against its category, and whether to keep it or make your own
15/66
Other help desk and live chat tools it is graded above
Pylon's GPA of 2.0 is higher than 15 of the 66 other help desk and live chat tools we grade, and level with 9.
It stands best on features (B, above 46 of 66) and worst on value for money (D, above 0).
Its paid plans start at $7.42 a month when paid by the year for each person, against a middle price of $29 for the category: 3 of the 57 others that charge start lower.
On features, ease of use and platforms it scores 2.7 out of 4. 1 tool scores higher and costs less.
Each grade against the category
Every bar is all 67 help desk and live chat tools we grade, cut by the letter each got. Pylon’s own letter is outlined.
- DValue for moneyAbove 0 of 66
- DFree plan and trialAbove 11 of 66
- BFeaturesAbove 46 of 66
- CEase of useAbove 5 of 66
- BPlatforms and integrationsAbove 6 of 66
Price against what you get
Each dot is one of 59 help desk and live chat tools. Further left costs less; higher up scores better on features, ease of use and platforms. Pylon is the marked dot.
What paid plans start at, a month (each step along is roughly double) →
Keep it, or make your own?
Whether this is something you could build for yourself with an AI app builder, and what you would give up.
Keep it
To replace Pylon you would be making one mailbox that several people work at once. That is not a weekend's work, with an AI app builder or without one.
That makes this kind of software worth paying for, not this one in particular: 42 of the 66 other help desk and live chat tools grade higher. It costs $89 a year.
What you could make
- Help desk and help center: an app builder makes these well.
What you could not
- One mailbox that several people work at once.
- An AI model answering your customers from your own help articles.
- The WhatsApp Business API, which Meta opens only through approved partners.
- A chat box on your site that reaches you the moment a customer types.
- It is priced for each person, which means accounts and billing for a team.
- It plugs into other products, Slack, Microsoft Teams and Salesforce among them, and has an API.
- Hooks into the device itself: widgets.
- The depth: we grade its features B, which means it covers the whole job.
What this rests on. Pylon’s listing: what it does, where it runs, what it plugs into and what it costs. It is a judgement about the kind of software this is. We have not built a replacement for it, and making your own means looking after it too. How we decide, and every tool’s verdict.
Part 05 · Alternatives
The alternatives
The tools it is most often weighed against, side by side
Plain, Zendesk, Intercom, Freshdesk and Helply (formerly Groove)
The 5 tools Pylon is most often weighed against, with where each one differs from it.
- 2.0GPA
Plain
Free trial · from $45/mo
Support platform for B2B teams, built around Slack and AI agents.
- Pylon also covers whatsApp messaging.
- Plain also covers workflow automation.
- 2.4GPA
Zendesk
Free trial · from $19/mo
Ticketing, messaging, help center and AI agents for support teams.
- Only Zendesk lists iOS and Android apps.
- Pylon also covers shared inbox and whatsApp messaging.
- Zendesk also covers reports.
- 2.4GPA
Intercom
Free trial · from $29/mo
Helpdesk with live chat and the Fin AI agent priced per outcome.
- Only Intercom lists iOS and Android apps.
- Pylon also covers whatsApp messaging.
- Intercom also covers reports.
- 2.4GPA
Freshdesk
Free trial · from $19/mo
Email ticketing help desk with a knowledge base and AI agents.
- Only Freshdesk lists iOS and Android apps.
- Pylon also covers live chat and whatsApp messaging.
- Freshdesk also covers reports.
- 2.0GPA
Helply (formerly Groove)
Free trial · from $99/mo
Help desk with AI support agents, now sold as Helply.
- Pylon also covers whatsApp messaging.
- Helply (formerly Groove) also covers chatbots.
Part 06 · Questions
Quick answers
The questions people ask about it, each answered in a line or two
13
Questions, each answered in a line or two
The short version of everything above, for when you only need the answer. Each one is told in full in its part of the guide.
Is Pylon free?
No, Pylon is a paid product, but you can try it first. Free trials for prospects, set up with a sales representative.
How much does Pylon cost?
Pylon lists 3 plans. Professional: $89 per seat, on an annual contract; billing interval not shown.
What platforms does Pylon work on?
Pylon is available on Web.
Does Pylon have an Android app?
No Android app was listed when its pages were read on Nov 12, 2026. Pylon is listed for Web.
Does Pylon have an iPhone app?
No iPhone app was listed when its pages were read on Nov 12, 2026. Pylon is listed for Web.
Is Pylon open source?
Pylon is not described as open source on its own site, as read on Nov 12, 2026.
Does Pylon have an API?
Yes. Pylon offers a public API, according to its own site.
What does Pylon integrate with?
Pylon's listing names Slack, Microsoft Teams, Salesforce, Linear, Claude, ChatGPT, Cursor and Gong.
Who makes Pylon?
Pylon is made by Pylon Labs, Inc.
What are the alternatives to Pylon?
The closest alternatives to Pylon in our directory are Plain, Zendesk, Intercom, Freshdesk and Helply (formerly Groove).
How does Pylon compare with other help desk and live chat tools?
Pylon's GPA of 2.0 is higher than 15 of the 66 other help desk and live chat tools we grade, and level with 9.
Is Pylon good value for money?
ToolGPA grades Pylon D for value for money. Its paid plans start at $7.42 a month when paid by the year for each person, against a middle price of $29 for the category: 3 of the 57 others that charge start lower.
Could I make my own version of Pylon?
To replace Pylon you would be making one mailbox that several people work at once.
Where this guide comes from
The prices, plans, platforms and features were read from Pylon’s own pages on Nov 12, 2026, and the grades were given on Nov 12, 2026. Graded from this listing, whose facts were read from Pylon's own pages on 12 November 2026. Not based on using the product, and shorter than our full reviews.
Every tool we list gets five grades, A to F, each with its reason, and a GPA that averages them. How each is decided is at toolgpa.com/grades. This guide is ToolGPA’s own work; it is not made, paid for or approved by Pylon Labs, Inc. Prices change, so check usepylon.com before you buy.
Part 07 · About
About ToolGPA
Who made this guide, what else is on the site, and how to cite it
5,038
Tools graded, in 95 categories
ToolGPA grades software the way a school report grades a pupil: five subjects, a letter for each with the reason written beside it, and a GPA that averages them. Prices, plans and platforms are read from each maker’s own pages and dated, so you always know how fresh a figure is.
Every grade, review and ranking on ToolGPA is our own judgement. No company can pay for a grade or change one. Every tool on the site has a guide like this one, free to download and pass on. It all lives at toolgpa.com.
5,038
tools graded
95
categories
739
price changes on record
579
apps priced in 12 countries
What else is on toolgpa.com
- Pylon, kept up to dateEverything in this guide, with prices and grades as they are todaytoolgpa.com/tools/pylon
- How grades are givenThe rules behind every letter and every GPAtoolgpa.com/grades
- Value chartsWhat each tool costs against what it scores, for every categorytoolgpa.com/charts
- CompareAny two tools side by side, plan by plantoolgpa.com/compare
- Price changesEvery price rise and cut on record, each with its sourcetoolgpa.com/price-changes
- Prices by countryWhat apps cost on the App Store in 12 countriestoolgpa.com/prices-by-country
- Pay lessEvery public discount: yearly billing, students, nonprofitstoolgpa.com/save
- Keep or makeWhich tools are worth paying for, and which you could build yourselftoolgpa.com/keep-or-make
Scan for the live page
Prices and grades as they are today
Quoting this guide?
Please name ToolGPA and link to the live page, so readers can check the figures for themselves:
ToolGPA, "Pylon: The Insider's Guide", checked Nov 12, 2026. https://toolgpa.com/tools/pylon
Know someone choosing between help desk and live chat tools?
Send them this guide: toolgpa.com/tools/pylon/guide
ToolGPA elsewhere: youtube.com/@toolgpa
See our other guides
The best-graded help desk and live chat tools after Pylon, each with an Insider's Guide of its own.
- Help Desks & Live Chat Insider's GuideEvery one of the 67 help desk and live chat tools we grade, compared
- Zoho Desk Insider's GuideLow-cost ticketing help desk with a free plan for three users3.4 GPA
- Tidio Insider's GuideLive chat, ticketing and the Lyro AI agent priced by conversations3.2 GPA
- tawk.to Insider's GuideFree live chat, ticketing and help center, with paid add-ons3.0 GPA
Choosing software? Every tool graded, every price dated.
Compare tools at toolgpa.com ›Everything in this guide is ToolGPA’s own summary of what Pylon’s pages, its app-store listings and public reviews said on the dates shown. Grades are our judgement under the rules at toolgpa.com/grades. Every grade, review and ranking on ToolGPA is our own judgement. No company can pay for a grade or change one. Pylon is a trademark of its owner, and this guide is not made, paid for or approved by Pylon Labs, Inc. Prices and plans change: check usepylon.com before you buy.