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Pylon MCP Integration

This article covers the steps to integrate Hatz and ScalePad as well as the tool calls available once it is integrated.

Overview

Pylon is an AI-native B2B customer support and success platform that centralises customer conversations from Slack, Microsoft Teams, email, in-app chat, and more into a single shared inbox. It connects your customer-facing teams with your product and engineering workflows through rich account intelligence and ticketing capabilities.

Integrating Pylon with Hatz allows your AI assistants to directly access and act on your Pylon data — reading and updating issues, searching accounts, fetching contacts, and more — all from within a Hatz conversation. This is especially powerful for support and customer success teams who want to query, triage, or update Pylon records without leaving the tools they already use.

How the Integration Works

The Pylon integration in Hatz connects to Pylon's official MCP (Model Context Protocol) Server at https://mcp.usepylon.com. This is a remote, cloud-hosted server maintained by Pylon that exposes your Pylon data to AI tools via a standard protocol.

Authentication is handled securely using OAuth 2.0 — Hatz connects on your behalf, scoped to exactly the data and permissions your Pylon account already has. No extra permissions are granted beyond what you can already see and do in the Pylon dashboard.

This is a per user integration. Each person in your Hatz workspace who wants access to Pylon data will need to set up the connection individually.

Prerequisites

Before you begin, make sure you have:

  • A Pylon account with a Member or Admin seat.

    • Viewer and Integration-only users cannot authenticate with the MCP server.

  • Access to the Hatz Workshop and Connections section.

Integration Process

1) Enable the MCP Server in Pylon

Before connecting to Hatz, you need to ensure the MCP Server is enabled in your Pylon workspace. This is a one-time step performed by a Pylon Admin.

  • Log in to the Pylon dashboard.

  • Navigate to Settings in the left-hand menu and then select MCP under the AI controls section

  • If MCP is not enabled, toggle it on

2) Configure the Pylon Integration in Hatz

Once the Pylon MCP Server is enabled, each user can connect their Pylon account to Hatz:

  • Login to Hatz, select Workshop at the top and then select Connections on the left menu

  • Find Pylon in the list of available integrations and click Add and then select Connect Pylon

  • You will be redirected to Pylon to authenticate

  • Confirm the requested permissions and select Allow access

  • You will be redirected back to Hatz to confirm Pylon is connected

Tools Available After Integration

Once connected, your Hatz AI assistants will have access to the following Pylon tools:

Tool Name

Description

pylon_get_me

Get the currently authenticated user's details. Returns the user's name, email, role, and teams.

pylon_get_user

Get full details for a Pylon user (team member). Pass the user ID (UUID). Returns user details including name, email, role, and teams.

pylon_get_contact

Get full details for a Pylon contact (customer). Pass the contact ID (UUID). Returns contact details including name, email, account, and custom fields.

pylon_get_account

Get full details for a Pylon customer account. Pass either the account ID (UUID) or external ID. Returns account details including name, domain, owner, tags, custom fields, and linked channels.

pylon_get_issue

Get full details for a Pylon support issue/ticket. Pass either the issue ID (UUID) or issue number. Returns title, body, state, metadata, custom fields, and nested account/assignee/requester info.

pylon_get_issue_messages

Get the full message history for a Pylon issue. Pass either the issue ID (UUID) or issue number. Returns all messages in chronological order with author info.

pylon_search_issues

Search for issues/tickets in Pylon. Returns a lightweight summary of issues matching the specified filters. Supports filtering by account, assignee, created dates, requester, state, tags, team, and type.

pylon_search_accounts

Search for customer accounts in Pylon. Returns a lightweight summary of accounts matching the specified filters. Supports filtering by custom fields, domain, external ID, name, owner, and tags.

pylon_create_issue

Create a new issue/ticket in Pylon. Requires an organization ID, account ID, title, and body HTML. Optionally specify requester, priority, assignee, team, and tags.

pylon_update_issue

Update an existing issue/ticket in Pylon. You can update the state, assignee, team, and tags.

pylon_update_account

Update an existing customer account in Pylon. You can update the name, owner, tags, and custom fields.

pylon_upload_account_files

Upload one or more files (e.g. PDFs) into the Files tab of an account. Files with a matching filename are overwritten. Max 5 files per call, max 10 MB per file

Pylon Reference Guides

Below is Pylon's documentation on their MCP server:

Pylon MCP

Connecting to the Pylon MCP server

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