Case Study: Vellum unifies Slack Connect and in-app chat support with Pylon

Vellum unifies Slack Connect and In-App Chat with Pylon

Vellum, a developer platform for LLM apps, faced significant challenges scaling its popular Slack Connect support. As the company grew, its customer-facing team lacked a unified place to track issues, basic support tooling like SLAs, and essential metrics. They also wanted to add in-app chat without fragmenting their support operations across different platforms.

By implementing Pylon, Vellum unified support for both Slack Connect channels and in-app chat messages. The Pylon platform provided a single workspace for the team to assign issues, track SLAs with alerts, and gain full visibility into metrics like response times. Additionally, Pylon enabled Vellum to broadcast product updates to hundreds of channels simultaneously.

Vellum