Pylon connection setup

How to connect Parahelp to your Pylon workspace.

During setup, Parahelp asks you for three things, collected in stages: a Pylon API token, the support agent user to reply as, and the webhook signing secret. This guide shows where each comes from.

1. Create the API token

Open API token

Go to Settings → API token (app.usepylon.com/settings/api-tokens).

Create the token

Press Create, pick the Admin role, and create the token.

2. Create the support agent user

Create or choose a real dedicated Pylon user account for the agent, with its own email address. We recommend parahelp@yourcompany.com or <agent-name>@yourcompany.com: a real user with a real mailbox, invited like any teammate, not an email alias. Do not use a bot or machine user. Invite it to Pylon and grant it the role it needs for support work. After the token is saved, Parahelp looks up this user by email so you can confirm it as the support agent.

3. Connect the webhook

Open Webhooks

Go to Settings → Webhooks (app.usepylon.com/settings/webhooks).

Create the webhook

Press Create, call it “Parahelp webhook”, input https://webhooks.parahelp.com/v3/pylon/events as the target URL with the POST method.

Copy the webhook signing secret

Copy the webhook signing secret Pylon shows after creating the webhook. You will paste it into the Parahelp setup form as the webhook secret. Without it, webhook events fail validation.

4. Set up triggers

Open Triggers

Go to Settings → Triggers (app.usepylon.com/settings/triggers).

Create a new trigger called "Parahelp: new message"

Pick “Issue has a new message” and message is a “External message” from “Anyone”.

Then pick “Send webhook” with “Parahelp webhook” and JSON payload:

    {
      "id": "{{ issue.id }}",
      "latest_message_author": "{{ issue.last_message.author.user_id }}"
    }

Create a new trigger called "Parahelp: Issue status"

Pick “Issue status changed” to “Any status”.

Then pick “Send webhook” with “Parahelp webhook” and JSON payload:

    {
      "id": "{{ issue.id }}",
      "status": "{{ issue.status }}"
    }

Create a new trigger called "Parahelp: Assigned"

Pick “Issue assigned” to “Any users”.

Then pick “Send webhook” with “Parahelp webhook” and JSON payload:

    {
      "id": "{{ issue.id }}",
      "assignee_id": "{{ issue.assignee.id }}"
    }

Create a new trigger called "Parahelp: Issue status"

Pick “Issue status changed” to “Any status”.

Then pick “Send webhook” with “Parahelp webhook” and JSON payload:

    {
      "id": "{{ issue.id }}",
      "status": "{{ issue.status }}"
    }

Activate the triggers

After the webhook secret is saved in Parahelp, activate all three triggers. Events only arrive while the triggers are active.

Once connected, assign issues to Parahelp.

Get started

Customer agent

Internal agent

Platform

Resources

1. Create the API token

2. Create the support agent user

3. Connect the webhook

4. Set up triggers

​1. Create the API token

​2. Create the support agent user

​3. Connect the webhook

​4. Set up triggers

1. Create the API token

2. Create the support agent user

3. Connect the webhook

4. Set up triggers