Agents for Internal Channels

For many of our customers, the Support team is also a resource that other departments within the Company lean on. At Pylon, our #support-questions channel is a place for other teams to ask questions that feed directly to our Support team within Pylon. Additionally, you can utilize an AI Agent to help answer these questions directly.

Setting up an Internal Channel

Once you've identified your the slack channel, make sure to add it to Pylon as an "internal" channel. Go through the "Create Account" flow within Pylon, and select "Internal".

Within Ticket Settings, ensure that for Internal Accounts, the "Track all threads as tickets" configuration is set - this ensures that users won't have to explicitly add the ticket emoji to get the question into Pylon.

Setting up an AI Agent

In your AI Agent settings, create a new Agent. When providing resources to this Agent, you can be a little more liberal in what resources you provide, with the assumption that this Agent will only be assigned to internal channels.

Agent Settings

You'll want this Agent in "Full Support" mode, so that it will actively respond to the issues that come in.

You can also play around with turning "Ask clarifying questions" on or off, if you'd like the AI Agent to ask questions if it isn't 100% sure what a user is asking.

Assignment Settings

Create a trigger that assigns the Agent to any issues that come in from that specific Slack channel we set up.

Next Steps

An internal AI Agent does not differ much from a regular client-facing Agent, so feel free to reference our other Knowledge Base articles here for more troubleshooting / setup guides!