Pylon integration for Dimension Labs
This brings in each Pylon issue as one conversation: your customers' messages and your team's replies, from Slack, Microsoft Teams, email, the chat widget and the other channels Pylon connects. You run it on your side: a small script pulls from the Pylon API and posts each message to the universal API.
- Platform
- Pylon
- Type
- Support desks
- Connects by
- Universal API
- Setup
- 5 steps
- Guide checked
- 2026-10-26, against Pylon's documentation
Every Pylon message, in the same shape as everything else.
Each record lands in the Dimension Labs conversation format, so Dimensions, reports and the agent work the same way as for every other source.
message message_html, HTML stripped text Skip messages where is_private is true: those are internal notes.
issue requester.id userId Pylon's internal contact id, on both their messages and your replies. Fall back to the sessionId.
message author.contact incoming Set when a customer contact wrote the message, so incoming is true. Your team's messages have author.user instead.
issue id sessionId Prefix it, for example pylon-0a1b2c.
issue id conversationId Same value as sessionId.
message timestamp dimensionlabs_timestamp Convert with toMillis. Pylon returns times to the second, so messages with the same time get 1,000 ms added each.
issue number, source, state, type, tags, account.id platformJson account.id joins to your account data; account.external_ids holds your own ids if you set them.
5 steps. Then it runs on its own.
A small job on your side reads Pylon through its API and posts each message to the Dimension Labs universal API. The guide gives the steps, the field mapping and the code. Run the job once for history, then every 15 minutes. A live source is enriched automatically every day; history is enriched with a backfill.
Rate limits, per Pylon: each endpoint has its own allowance per organization per minute, shared by all your tokens. POST /issues/search and GET /issues/{id}/messages allow 120 requests a minute each. Going over returns 429 with a Retry-After header in seconds (rate limits).
Open the full Pylon guide ›- 01Get API access in Pylon
- 02Pull new issues
- 03Map the fields
- 04Send it
- 05Run it
What you need
- A Pylon Admin: only Admins can create API tokens.
- A Pylon API token, and which region your Pylon tenant is in (US or EU).
- A Dimension Labs API key for a new Universal API source.
[03] What you can ask
Questions teams answer with Pylon data.
- Which ticket themes come before a cancellation?
- What drives repeat contacts this month?
- Which issues take the most agent time, by reason?
Pylon integration questions
Does Dimension Labs integrate with Pylon?
Yes. A small job on your side reads Pylon through its API and posts each message to the Dimension Labs universal API. The guide gives the steps, the field mapping and the code. The setup guide was checked against Pylon's documentation on 2026-10-26.
What Pylon data does Dimension Labs bring in?
This brings in each Pylon issue as one conversation: your customers' messages and your team's replies, from Slack, Microsoft Teams, email, the chat widget and the other channels Pylon connects. You run it on your side: a small script pulls from the Pylon API and posts each message to the universal API.
What do I need to connect Pylon?
A Pylon Admin: only Admins can create API tokens. A Pylon API token, and which region your Pylon tenant is in (US or EU). A Dimension Labs API key for a new Universal API source.
How often does Pylon data update?
Run the job once for history, then every 15 minutes. A live source is enriched automatically every day; history is enriched with a backfill.
Can I connect a platform that is not Pylon?
Yes. Any platform with an API connects through the same universal API, and any tool with an export button works as a file upload. The integrations page lists the platforms with a written guide.
Stop reporting. Start understanding.
Start with one file. Ask why a number moved. Plans from $299 a month, no demo and no contract on monthly plans.