> ## Documentation Index
> Fetch the complete documentation index at: https://docs.devinenterprise.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Pylon integration

> Connect Pylon to Devin to escalate support tickets to engineering, delegate issues to Devin sessions, and trigger automations from Pylon events.

<Note>
  The Pylon integration is currently in beta. Contact [mitchell.tan@cognition.ai](mailto:mitchell.tan@cognition.ai) to request access.
</Note>

The Pylon integration lets you start Devin sessions, ask codebase questions, and trigger automations from Pylon. Devin sends session updates back to the linked Pylon issue.

Once Pylon is connected:

* **Delegate issues**: start a session from a Pylon issue with the ticket already in context.
* **Ask questions**: ask about your codebase from Pylon. You can also allow questions from people without a Devin account.
* **Trigger automations**: start sessions when an issue is created, tagged, or changes status.
* **Use Pylon tools**: let Devin read issues, accounts, and contacts, with optional write access for issues and accounts.

<Warning>
  Customer support tickets are untrusted content and may contain prompt-injection attempts. Devin creates a restrictive [Pylon security profile](#security-profile) when you connect the integration. Review it before enabling workflows.
</Warning>

## Setting up the integration

You must be an admin in both Pylon and Devin to connect the integration.

1. Go to [Settings > Connections > Pylon](https://app.devin.ai/settings/connections/pylon) and click **Connect**.
2. Sign in to Pylon and approve access for Devin.
3. Back in Devin, review the [access control](#access-control) settings and enable the capabilities you need.
4. Review the automatically created [Pylon security profile](#security-profile) and confirm it supports your workflow.

This connection includes built-in tools through Pylon's hosted MCP server. You don't need to install the Pylon MCP separately.

<Note>
  For Enterprise plans, manage Pylon from the primary organization. These settings apply across the enterprise. If your enterprise has multiple organizations, choose one under [session routing](#session-routing) before using the integration.
</Note>

## Connecting your Pylon user account

Link your Pylon account to your Devin account so delegated sessions are attributed to you.

Go to [Settings > Connections > Pylon](https://app.devin.ai/settings/connections/pylon) and click **Link user profile**, or link your account from [Personal Connections](https://app.devin.ai/account/connections).

## Access control

Configure these settings on the Pylon connection page.

| Setting | What it does |
| - | - |
| **User matching** | **Pylon-connected users only** requires each member to [link their Pylon account](#connecting-your-pylon-user-account). **Email or Pylon-connected user** also recognizes senders whose Pylon email matches a Devin account member's email. |
| **Ask without a Devin account** | Allows people without a Devin account to ask questions. Answers use indexed repositories, without code changes, commands, or tools. On Enterprise plans with multiple organizations, choose the answering organization under **If not linked, route to**. |
| **Pylon automation triggers** | Allows Pylon events to [trigger automations](#triggering-devin-from-pylon). |
| **Pylon MCP access** | **Read only** lets sessions read Pylon issues, accounts, and contacts. **Read and write** also lets them create issues and update issue and account fields. |
| **Pylon follow-up messages** | Allows the Pylon bot to forward updates, such as new customer replies, to the linked Devin session. |

<Note>
  Devin's Pylon tools cannot create customer-message drafts or send replies to customers. Write actions are limited to issue and account fields.
</Note>

### Security profile

Connecting Pylon creates a profile named **Pylon security profile** and selects it as the default for delegated sessions. Enterprise accounts get a shared enterprise profile; other accounts get an organization profile.

The profile starts with these settings:

| Setting | Default |
| - | - |
| **Network access** | Allows `usepylon.com` and `*.usepylon.com`, in addition to destinations Devin requires and allowed MCP connections. Other outbound traffic is blocked. |
| **Git access** | Read-only: Devin can clone and fetch repositories, but cannot push branches or open pull requests. |
| **Devin MCP access** | Read-only: Devin can read its own resources, but cannot create child sessions or modify resources such as playbooks. |
| **GitHub CLI token** | Not provided to the session. |
| **MCP server allowlist** | Not restricted by this profile. **Devin MCP read-only** does not make third-party MCP tools read-only; Pylon writes are controlled separately by **Pylon MCP access**. |
| **Enforcement** | [Mandatory](/product-guides/security-profiles#mandatory-vs-recommended-enforcement). |

To change the selection, use **Security → Default security profile** on the Pylon connection page. To edit the profile's restrictions, open [Security profiles](/product-guides/security-profiles). This requires permission to manage security profiles at the organization or enterprise level, respectively. Reconnecting Pylon preserves existing profile edits and default selections.

**Where it applies:**

* **Delegated sessions** use the configured Pylon default when created.
* **Automations** have their own profile selection. When you add a Pylon trigger, the editor preselects the configured Pylon profile if you have permission to select it and haven't chosen another profile or opted out. Review the automation's **Security profile** before saving. Changing the Pylon default does not replace profiles already saved on automations.
* **Ask-only questions** use indexed repositories without starting a VM-backed session.

You can select a different profile, inherit organization or enterprise defaults, or choose no profile. Mandatory restrictions elsewhere in the profile hierarchy still apply.

<Note>
  The default Pylon profile does **not** allow opening pull requests. If your workflow needs that capability, an authorized admin must configure suitable Git access. Reproductions that download dependencies or call external services may also need additional network destinations. Keep permissions limited to what the workflow needs.
</Note>

### Session routing

Session routing is available on **Enterprise plans only**. Under **Session routing**, select the **Organization** where Pylon sessions should run. Enterprise accounts with multiple organizations must select one before using the integration; Pylon events are rejected until then. Single-organization accounts use their organization automatically.

## Working with Devin in Pylon

### Delegate an issue

Open the Devin panel on the right side of a Pylon issue and describe the task. The ticket is already in context; you can also attach screenshots or log files.

A full session requires a Devin account recognized by [user matching](#access-control), with access to the selected organization. If either requirement is missing, Devin explains why in the issue.

Devin posts its plan, commands, file edits, pull requests, and session link to the issue. It also notifies you when it stops and waits for a reply. These updates are automatic; you don't need to configure a Pylon trigger.

* **Follow up**: reply in the issue's Devin thread with more instructions.
* **Archive**: reply `archive` (or `@Devin archive`) to archive the session.
* **Continue elsewhere**: use the same session in the Devin web app or in Slack threads linked by Pylon.

### Ask about your codebase

Ask a codebase question from Pylon, such as "How does webhook signature verification work?" Devin answers from indexed repositories without starting a full session or making changes. To include people without a Devin account, allow **Ask without a Devin account**.

### Slack threads

[Connect Slack](/integrations/slack) and invite Devin to your escalation channels. Devin can watch Slack threads linked to a Pylon issue and receive replies in the session. Reply `@Devin archive` in a watched thread to archive the session.

## Triggering Devin from Pylon

Use [automations](/product-guides/automations) to start sessions from Pylon events. First, enable **Pylon automation triggers** under [access control](#access-control).

1. Go to **Automations** and create a new automation.
2. Add a trigger, choose **Pylon**, and pick an event:
   * **Issue created**: a new issue is filed. Optionally filter by **Title**.
   * **Tag added**: a tag is added to an issue. Choose the **Added Tag** to match.
   * **Status changed**: an issue moves to a status. Choose the **Status** to match.
3. Add a **Start session** action and write instructions for Devin.
4. Review the automation's [security profile](#security-profile), network access, and tools, then save.

Two templates help you get started:

* **Triage Customer Bug Tickets**: investigate newly filed issues, attempt to reproduce bugs, and report findings to support.
* **Investigate Support Escalations**: investigate tagged issues, attempt to reproduce the bug, suggest a fix, and report findings in the internal Slack thread.

<Tip>
  Trigger on an escalation tag rather than every new issue to keep routine tickets out of the engineering workflow.
</Tip>

## Escalating support tickets to engineering

A typical escalation follows this flow:

1. A customer reports a problem in Pylon.
2. A Pylon skill or AI detection on issue type identifies a bug with enough reproduction detail and adds an escalation tag.
3. The tag triggers a Devin automation.
4. Devin reads the ticket, checks connected logs and monitoring tools, and attempts to reproduce the failure. If the security profile permits it, Devin can open a pull request.
5. Devin posts findings to Slack and progress updates to the Pylon issue.
6. An engineer reviews the investigation and follows up in the Slack thread.

### Set up the Pylon side

Use a Pylon skill or AI detection on issue type to tag tickets that need escalation. Use the same tag in the Devin automation's **Added Tag** filter. Define separate paths for bugs missing reproduction details and tickets that aren't bugs.

### Set up the Devin automation

1. Open the [automation template gallery](https://app.devin.ai/automations/templates) and choose **Investigate Support Escalations**.
2. In the preconfigured **Pylon → Tag added** trigger, set **Added Tag** to your escalation tag.
3. Review the prompt and [security profile](#security-profile). The template instructs Devin to investigate the root cause, try to reproduce the issue, suggest a fix, and report findings in Pylon's internal Slack thread.
4. Configure Slack access as described below, then click **Create automation**.

List only tools and repositories Devin can access. Connect observability tools such as [Datadog](/enterprise/integrations/datadog) or [Sentry](/enterprise/integrations/sentry) to let sessions check production behavior.

### Post findings in Pylon's internal Slack thread

A common workflow is to have Pylon post a ticket summary to an internal Slack channel, then have Devin reply with its findings in that same thread.

1. [Connect Slack](/integrations/slack) and invite Devin to the internal channel where Pylon posts.
2. Give the automation the **Slack** tool and access to that channel.
3. In the automation prompt, tell Devin to post findings in the thread Pylon created, rather than as a new top-level message. The **Investigate Support Escalations** template already includes this instruction:

   > If there is an internal Slack thread in a channel that Pylon has posted an update to, find that top-level thread and post your findings within that thread.

### Automatic updates in Pylon

The integration automatically posts internal notes in the linked Pylon issue for events such as a pull request opening. You don't need to configure a Pylon trigger for these notes.

#### Optional custom Pylon triggers

For additional actions beyond the built-in updates, search for **devin** in Pylon's trigger builder to find these conditions:

* Devin opened a pull request
* Devin merged a pull request
* Devin closed a pull request
* Devin is waiting for a reply

Use these conditions to update the issue's status when a pull request opens, notify the account owner when it merges, or assign the issue to a person when Devin needs a reply. For Pylon-side configuration, see [agent-to-agent escalation via Devin](https://support.usepylon.com/articles/6981171768-agent-to-agent-escalation-via-devin).

## Disconnecting Pylon

Go to [Settings > Connections > Pylon](https://app.devin.ai/settings/connections/pylon), click **Disconnect**, and confirm. This stops Pylon events from triggering Devin automations.


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