How to Use Pylon

Hivel introduces Pylon for a more seamless customer experience.

At Hivel, we are committed to providing our customers with the best possible experience, and we are thrilled to introduce Pylon — our innovative new feature designed to make your interactions with us even easier and more efficient.

With Pylon, you can now:

1. Access our Knowledge Base anytime:

   Find helpful articles, guides, and answers to common questions through our easy-to-navigate Knowledge Base. Whether you're looking for troubleshooting tips, how-to guides, or product updates, everything is just a few clicks away.

2. Contact us with any questions or concerns:

   Have a question or need assistance? Our team is ready to help. You can reach out to us directly by raising a ticket, and we’ll ensure all your concerns are addressed quickly.

Getting Started

To get started, simply access the chatbot from within the platform.

Go to your home page and click on the bubble in the bottom right corner of your screen (like the one below).

A window will open up, as shown below.

You can type your question to access relevant information, view our Knowledge Base, or raise a ticket to speak with one of our team members.

Note: If the chatbot doesn't load automatically, try refreshing the page or logging back into your account.

It's that simple to find the information you need or to connect with our Customer Success team!

Using Slack to Raise Tickets

We'll configure the Pylon chatbot in the Slack channel you share with Hivel.

You can also raise a ticket or ask a question using Slack.

To do so, simply:

1. Type your issue or query in the chat.

2. Either tag @Hivel Support or react to your own message with the 🎫 (ticket) emoji.

3. Monitor the same Slack thread for responses from Hivel.

Samples attached below:

Customer Portal

In the Customer Portal, you can view statuses of all open issues, access our “Chat” widget, and browse our Knowledge Base. Check the screenshot below:

To view our Customer Portal, please visit support.hivel.ai.

In case of any questions, please contact us.