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The Pylon integration logs each Allo call and SMS as an internal issue on the contact’s Pylon record. A call issue holds the call details, the AI summary and a link to the recording. An SMS issue holds the message text. A call and the SMS around it stay in the same issue. Nothing is sent to your customer: every message Allo writes in Pylon is an internal note, with no email, Slack message, SMS or portal update. Your Pylon contacts and accounts sync to Allo, so callers show up with their Pylon name and company.

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How to connect

The Pylon integration connects with a Pylon API token. You need to be a Pylon admin to create the API token, and an Allo admin or manager to connect the integration.

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Create a Pylon API token

1

Open Pylon settings

In Pylon, go to Settings > Integrations & dev > API tokens.
2

Create the API token

Create a new API token and name it “Allo” so your team knows what it is used for.
3

Copy the API token

Copy the API token. You paste it into Allo in the next step.

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Connect in Allo

1

Go to Integrations

In Allo, go to Settings > Integrations.
2

Find Pylon

Find Pylon in the Support section and click Connect.
3

Paste your API token

Paste the Pylon API token in the API token field.
4

Save and connect

Click Save & Connect. Allo checks the API token with Pylon and connects the integration.
5

Wait for the contact import

Allo imports your Pylon contacts and accounts. The integration shows the import in progress until the first sync finishes.

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Choose your support lines (optional)

Support lines decide which Allo lines send calls and SMS to Pylon. Only calls and SMS on the selected lines are sent. Calls and SMS on any other line are not sent at all, so sales or personal conversations never reach your support queue. To send every call and SMS, leave the selection on All lines. To choose support lines, go to Settings > Integrations > Pylon, open Support lines, select the lines and click Save.
For an inbound call or SMS, the line is the number the customer dialed or texted. For an outbound call or SMS, the line is the number shown to the customer. Call back or reply from a support line if you want it logged in Pylon.

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Create unknown callers in Pylon (optional)

The Create unknown callers in Pylon setting decides what happens when a caller or SMS sender is not a Pylon contact yet.
  • On: Allo creates the caller as a new Pylon contact and logs the call or SMS on that contact. The new contact is named after the Allo contact, or after the phone number if the Allo contact has no name.
  • Off: calls and SMS from numbers that are not Pylon contacts are not sent to Pylon.

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What syncs

From Pylon to Allo:
  • Contacts that have at least one phone number, with their name, email, phone numbers, account name and avatar
  • Accounts, as Allo companies, with their name, domain, logo and owner
From Allo to Pylon:
  • Calls and SMS, logged as internal issues on the matching Pylon contact
  • New contacts, when Create unknown callers in Pylon is on
Sync direction: Two-way. Calls and SMS are sent to Pylon as they happen. The first sync imports all your Pylon contacts and accounts. After that, Allo checks every hour for contacts and accounts created in Pylon and imports them. Changes made in Pylon to a contact or account that Allo already imported are not synced to Allo, and a contact or account deleted in Pylon stays in Allo. When a call or SMS comes from a number that Allo does not know, Allo looks the number up in Pylon at that moment, so a phone number added to a Pylon contact later is still matched, and the contact is imported then. Pylon contacts without a phone number are not imported, because Allo cannot match them to a call or SMS. Disabled Pylon accounts and accounts without a name are not imported. Allo never changes an existing Pylon contact. Allo matches the Pylon contact by phone number. Allo checks the primary and secondary phone numbers on each Pylon contact. National and international formats of the same number match, so (415) 555-1234 and +14155551234 find the same contact.

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How calls are synced

After each call, Allo creates an internal issue on the matching Pylon contact. The issue contains:
  • The call direction and result, the duration, and the from and to numbers
  • The Allo user who handled the call, and the call tags
  • The AI summary
  • A link to the call recording
The issue is assigned to the Pylon user whose email matches the Allo user’s email. If no Pylon user has that email, the issue stays unassigned. The issue is linked to the contact’s Pylon account when the contact has one. A single-call issue is titled with the call details, for example Allo Inbound Call to US Support (+18885550100) - Answered - Leo (2m 03s).

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How follow-up calls and SMS are grouped in one issue

Calls and SMS with the same contact share one issue. A new call or SMS joins the contact’s open Allo issue when the last activity on that issue was less than 1 hour before it. This covers the customer calling or texting again, and your team calling back or replying. One conversation stays in one issue, whether it happens by phone, by SMS or both. When a call or SMS joins an existing issue:
  • Allo adds a call as an internal note in an Allo calls internal thread on the issue, and an SMS in an Allo SMS internal thread. Each thread is created once and reused.
  • Allo renames the issue after what it holds: Allo calls with <contact name> on <line name> (<number>), Allo SMS with … or Allo calls and SMS with ….
  • Allo adds the allo-call or allo-sms tag to the issue if it does not carry it yet. Tags already on the issue are kept.
  • The 1-hour window restarts from that call or SMS.
The next call or SMS opens a new issue when the previous Allo issue is closed, or when its last activity is more than 1 hour old. Allo only adds calls and SMS to issues that Allo created. Allo never adds them to an issue that came from another channel, such as an email or Slack conversation.

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How to target Allo calls and SMS in Pylon triggers and views

Every issue Allo creates carries a tag: allo-call when a call opened it, allo-sms when an SMS opened it. An issue that holds both carries both tags. Allo creates the allo-call and allo-sms tags in your Pylon workspace on the first call or SMS if they do not exist yet. Use these tags to find Allo conversations in Pylon. Pylon shows issues created through the API with the source Manual, the same as issues an agent opens by hand, so the source field cannot tell Allo issues apart. Two examples:
  • Trigger: “New issue” with the condition “Tags include allo-call” (or allo-sms), then assign the issue to your phone support team, set a priority or notify a Slack channel.
  • View: filter issues on the allo-call and allo-sms tags to see every phone and SMS conversation in one place.
Do not remove or rename the allo-call and allo-sms tags. Allo only groups follow-up calls and SMS into issues that carry one of these tags. Without them, every call and SMS opens a new issue.
Pylon’s own phone triggers, such as “Phone call received” and “Issue has new voice call”, are built for Pylon’s phone feature and do not fire for Allo calls. Use the allo-call tag instead.

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How SMS are synced

After each SMS sent or received on a support line, Allo creates an internal issue on the matching Pylon contact, or adds the SMS to the contact’s open Allo issue (see How follow-up calls and SMS are grouped in one issue). The SMS contains:
  • The SMS direction, and the from and to numbers
  • The Allo user who sent or received it
  • The message text
The issue is assigned the same way as a call issue. A single-SMS issue is titled with the SMS details, for example Allo Inbound SMS to US Support (+18885550100) - Leo. Nothing is texted to your customer from Pylon: the SMS is logged as an internal note only.

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Click-to-call

Click-to-call is not available for this integration.

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Troubleshooting

Check the sync status of any call from the call list on web.withallo.com. Each call has an integration indicator showing its sync state.
Only admins and managers of an Allo workspace can connect integrations. If you don’t see the option, ask your workspace admin or manager to set it up.Only a Pylon admin can create the API token, in Pylon under Settings > Integrations & dev > API tokens. If Allo rejects the API token, create a new API token in Pylon and paste it again.
Check these four causes, in this order:
  • The call or SMS was not on a support line. Only calls and SMS on your selected support lines are sent to Pylon. Check Settings > Integrations > Pylon > Support lines, or select All lines to send everything.
  • The contact is not a Pylon contact. With Create unknown callers in Pylon off, calls and SMS from unknown numbers are not sent. Add the phone number to the Pylon contact, or turn the setting on.
  • The phone number on the Pylon contact does not match. Allo matches on the contact’s primary and secondary phone numbers. Store the full number, with the country code, on the Pylon contact.
  • The API token was revoked in Pylon. Allo still appears connected but requests fail. Disconnect Pylon in Allo, create a new API token and connect again.
Check these causes:
  • The contact has no phone number in Pylon. Allo only imports Pylon contacts with at least one phone number. Add the number to the contact in Pylon. Because Allo does not sync changes to existing Pylon contacts, the contact is imported the first time a call or SMS comes from that number.
  • The sync has not run yet. Allo checks for new Pylon contacts every hour. A contact created in Pylon appears in Allo after the next sync.
  • The contact was changed in Pylon after Allo imported it. Allo does not sync changes to contacts it already imported, such as a new name or a new phone number. A phone number added later is still matched when a call or SMS comes from it.
  • The first import is still running. On a large Pylon workspace, the first import can take several minutes. The integration shows the import in progress until it finishes.
Allo does not import disabled Pylon accounts or accounts without a name. Allo checks for new accounts every hour, like contacts, and does not sync changes to accounts it already imported.
A follow-up call or SMS joins an existing issue only when all three conditions are true:
  • The issue was created by Allo and still carries the allo-call or allo-sms tag.
  • The issue is open.
  • The last activity on the issue was less than 1 hour before the new call or SMS.
If one of these conditions is false, Allo opens a new issue.
Allo assigns the issue to the Pylon user whose email matches the Allo user’s email. If the emails differ, the issue stays unassigned. Use the same email in Allo and Pylon, or assign Allo issues with a Pylon trigger on the allo-call or allo-sms tag.