How do I add Pylon to private Slack channels?

You can add Pylon to private Slack channels, but you must invite the bot from within Slack directly. Private channels only become visible to Pylon after the bot has been added.

Steps

1. Go into the private Slack channel you want to add Pylon to

2. Type /invite @Pylon and replace "Pylon" with the name you've given your bot

3. When prompted, select the appropriate channel type (e.g., "External Customer Channel", "Internal Channel", "Partner Channel", or "Community Channel")

4. Visit app.usepylon.com/accounts to link the channel as an account

5. If the channel doesn't appear immediately, try refreshing the page or using the "Add a channel" option on the account detail page

Once linked, Pylon will backfill up to 90 days of historical messages from the channel for account context only. Issues will not be created for historical threads unless there is a new customer message on the thread.

Note: This process works for both private channels you own and customer-created private channels. If you can't invite the bot due to restricted permissions, see 📄 How do I add Pylon to customer-created Slack channels?