Pylon (Edge)

Pylon is a customer support platform for B2B companies. Teams use it to manage support conversations across channels such as Slack, Microsoft Teams, email, and chat, and to track their customer accounts, contacts, and knowledge bases.

Hevo uses the Pylon API to replicate data from your Pylon organization to the Destination of your choice. To ingest data, you must provide Hevo with a Pylon API token and the region where your Pylon organization is hosted.

Supported Features

Handling of Deletes

The Pylon API does not return deleted records. Hence, Hevo handles deletes as follows:

• For the Contacts, Issue Statuses, and Knowledge Bases objects, Hevo uses a full data refresh approach to capture delete actions. During each Pipeline run, Hevo compares the data fetched from the Source object with the data present in the Destination table. If a record exists in the Destination but is no longer returned by the Source, the record is marked as deleted by setting the value of the metadata column __hevo__marked_deleted to True.

• For the Accounts, Audit Logs, Macro Groups, and Training Data objects, and the child objects of Accounts and Contacts, Hevo replaces the data in the Destination table with the data fetched in each Pipeline run. Records deleted in Pylon are removed from the Destination table.

• For the Surveys, Tags, Teams, Ticket Forms, User Roles, and Users objects and their child objects, Hevo does not capture deletes. Records deleted in Pylon remain in the Destination.

Source Considerations

• Hevo does not replicate the following Pylon data:

  • Issues and their messages, threads, followers, and voice calls.

  • Account activities, relationships, tags, external IDs, and sub-accounts, and contact external IDs.

  • Tasks, projects, milestones, feature requests, macros, survey responses, team members, custom objects, call recordings, and email suppressions.

  • Knowledge base articles, collections, and themes, and article feedback.

• Without the Enterprise plan of Pylon, the Pylon API returns only the audit logs of the last 30 days. As Hevo replaces the data of the Audit Logs object in each Pipeline run, the Destination table contains only the audit logs that Pylon returns in the latest run.

• The Users object contains both the active and the deactivated users of your Pylon organization. You can use the is_deactivated field to identify the deactivated users.

• Hevo loads the nested data of some objects, such as the email addresses, phone numbers, and custom field values of a contact, as JSON strings in fields that end with _json. Most date and time fields, such as created_at and updated_at, are loaded as strings.

• The Ticket Form Fields object identifies each field by its ticket form and its position in the form, in the field_key field. If you reorder the fields of a ticket form, Hevo updates each row with the field now at that position. If you remove fields, the rows for the positions that no longer exist remain in the Destination.

• The Contacts Integration User IDs object does not have a primary key. Hevo replaces its data in each Pipeline run.

• Pylon limits the number of API requests that can be made per minute, and the limit varies for each endpoint. If Hevo exceeds the limit or Pylon returns a server error, Hevo retries the request.