Pylon
Smart Instinct is a helpdesk implementation and AI agent setup agency. We configure Pylon end to end: shared channels, routing, knowledge, and the per-account reporting that makes B2B support legible to the people funding it.
B2B support happens in shared channels whether or not anyone planned for it. The job is making that legible without forcing customers into a portal they will never open.
Slack Connect, Microsoft Teams and Discord wired so conversations become trackable work without changing how your customers already talk to you.
Issues assigned to someone accountable rather than surfacing in a channel and quietly scrolling away.
Volume, response and escalation readable by account, which is the number your CS and revenue teams actually need.
Content structured so the AI agent has something true to read, built from your own ticket history.
Configured with the platform constraint designed around rather than discovered later. See the FAQ.
Handoffs into Jira or Linear that keep the customer thread attached, so nobody re-explains the bug.
Agents executing Runbooks in Pylon cannot reach training data or knowledge base content. Ask one to cite a doc and it will invent the link.
That is not a bug to work around later, it is a fact that shapes the whole design. Runbooks handle procedural work and knowledge-grounded answering is a separate path. Building as though the agent can do both is how these deployments start hallucinating documentation URLs at customers.
Identical on every platform page, because pricing never varies by platform.
$3,750
Shared channel setup, routing, knowledge structure, basic reporting.
$7,500
Multi-channel, AI agent and Runbooks configured, engineering escalation wired, per-account dashboards.
$12,500
Multi-platform, full integration stack, advanced reporting, and history migrated from whatever you are leaving.
Audit $500 flat, credited toward any project booked within 30 days. Retainers from $800 a month. Migrations from $3,500. Enterprise from $25,000. Past a tier limit: $1,250 per integration, $2,500 per brand, $3,750 per platform.
Because agents executing Runbooks cannot access training data or knowledge base content, so asking one to cite a doc produces a plausible-looking URL that does not exist. It is a platform constraint rather than a tuning problem, and the fix is designing around it instead of tightening a prompt.
No, and we will not imply otherwise. We hold partner status with seven platforms and Pylon is not one of them. We still build, configure and migrate it, and we have moved teams onto Pylon from Zendesk, Intercom, Front and email-only setups.
Often that is the right answer. B2B accounts in shared channels through Pylon, everything else staying where it is. That is a two-platform build rather than a migration.
You do, documented.
Thirty minutes, no charge. Show us where the work is disappearing and we will tell you what it costs to make it trackable.
Smart Instinct helps provide various services to optimize your help desk or contact center.
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