Pylon

Pylon is the support and customer-success platform many B2B teams use as their issue tracker. Connecting it brings every customer issue, conversation, and feature request into Sonora — so support context shows up alongside CRM and call data when you ask about an account.

Authentication uses a Pylon API key. The key is read-only.

What syncs

Issues (Pylon’s primary unit of work)
Conversations and messages on each issue
Accounts and contacts
Feature requests (mapped into Sonora’s feature-request model)
Tags and statuses

Pylon issues map to Sonora’s customer issues; feature requests show up in chat and Canvas alongside requests detected from calls and tickets.

Prerequisites

Pylon admin access
Permission to issue API keys (typically Owner or Admin)

Setup

1. Generate a Pylon API key

In Pylon: Settings → API.
Click Create API Key, name it “Sonora Integration”, and select Read-only.
Copy the key.

2. Connect in Sonora

Settings → Integrations → Pylon → Connect.
Paste the API key.
Save.

The initial sync pulls open issues plus a configurable lookback for closed issues. Subsequent syncs are incremental.

Customer matching

Sonora matches Pylon accounts to Sonora customers via account name and external ID. If you populate the external ID on Pylon accounts with the same value used in your CRM, the match is automatic.

Disconnect

From Settings → Integrations, disconnect the Pylon card. To revoke at the Pylon side, delete the API key in Settings → API.

Troubleshooting

“Invalid API key” — Confirm the key is read-only-or-greater and hasn’t been revoked. Pylon doesn’t show keys after creation, so generate a new one if you’ve lost the original.

Issues missing — Issues from accounts not yet matched to Sonora customers stay attached to their Pylon account; once you map the account, the issues attach to the corresponding Sonora customer automatically.

Slow initial sync — Tenants with hundreds of thousands of historical issues take longer for the first import. Subsequent syncs are fast.