New Integration: Pylon

Description

Add Pylon integration to sync B2B customer support conversations, issues, accounts, and team data into CORE.

Reference Implementations

Existing Integrations (use as templates)

• integrations/hubspot/ - Similar customer platform
• integrations/slack/ - Messaging and conversation sync reference
• integrations/linear/ - Issue tracking integration

Required Files Structure

integrations/pylon/
├── src/
│   ├── index.ts          # Main entry, API spec
│   ├── schedule.ts       # Sync logic
│   ├── utils.ts          # Pylon API utilities
│   ├── account-create.ts # API token setup
│   └── create-activity.ts # Activity formatting
├── package.json
├── tsup.config.ts
└── README.md

Pylon API Integration

OAuth Setup

• Use API Token authentication (created by Admin users in API Settings)
• Tokens can be created and revoked from Team Settings > API Settings
• Base URL: Pylon instance API endpoint
• Multiple tokens supported per account

Key Endpoints

• GET /issues - List all support issues
• GET /issues/{id} - Get issue details
• GET /accounts - List customer accounts
• GET /accounts/{id} - Get account details
• GET /conversations - List conversations
• GET /conversations/{id} - Get conversation details
• GET /users - List team members
• GET /tags - List tags

Events to Track

1. Issues - Created, updated, resolved, closed support issues
2. Conversations - Customer messages, agent replies, internal notes
3. Accounts - New B2B accounts, account updates
4. Assignments - Issue assignments to team members
5. Tags - Tags applied/removed from issues

Implementation Tasks

• Set up basic integration structure following integrations/github/src/index.ts pattern
• Implement API Token authentication in account-create.ts
• Create API utilities in utils.ts with Pylon API client
• Implement sync logic in schedule.ts for issues, conversations, accounts
• Convert Pylon events to CORE activity format
• Add error handling and rate limiting
• Create integration documentation
• Add to integrations/README.md

Technical Notes

• REST API with JSON responses
• API Token authentication (Admin-only token creation)
• Designed specifically for B2B customer support workflows
• Supports omnichannel communication (Slack, email, in-app)
• Only Admin users can create API tokens
• Multiple tokens can be active simultaneously and revoked individually
• Check API reference for pagination patterns

Resources

• Pylon API Documentation
• Pylon API Reference
• Pylon Developer Hub
• Pylon Documentation

Labels

enhancement, integration, new-feature