Pylon pricing per seat, and what AI credits cost

This page is about Pylon, the B2B support platform at usepylon.com, not the solar design software at getpylon.com. Pylon charges for seats and for credits. Professional is $89 a seat a month on an annual contract, Advanced is $139, and Enterprise is a custom quote. The AI agents run on credits bought on top of the seats, with a minimum commitment of 5,000 credits a year, and the credit estimator on Pylon’s pricing page prices committed credits at $0.24 each for the first 60,000 in a year, or $0.30 each pay as you go. On the estimator’s starting mix of tickets, a team of 10 handling 2,000 tickets a month would spend about $26,400 a year on credits, against $10,680 for 10 Professional seats. We read every figure in US dollars on Pylon’s own pages on 10 November 2026.

We make Deacon, an AI customer support agent for your own website, where the AI that answers is the product itself rather than credits bought on top of seats. Its AI chatbot for your website replies to visitors from your docs in seconds. There’s no shared inbox, Slack channel or ticket queue in it, because it’s built for a founder answering support alone rather than for a support team, and the free plan needs no card.

Pylon’s three plans and what each adds

Pylon sells three plans, and its Pylon Facts page, last updated on 26 October 2026, says each has everything in the one before. The Facts page also says that where another site, a review or an AI answer disagrees with it, the Facts page and the pricing page are current. So if you’ve seen a Starter plan quoted somewhere, it isn’t on Pylon’s pricing page today.

Both prices are for an annual contract, which makes a seat $1,068 a year on Professional and $1,668 on Advanced. Pylon’s FAQ says it “offers both annual and monthly billing”, yet neither the pricing page nor the Facts page prints a price for monthly billing. Asked whether paying annually earns a discount, the FAQ answers only for credits, with “When you commit to credits upfront, you will receive a discount.” Standard contracts are annual, and Pylon offers multi-year agreements to teams that want to lock their rate.

A seat is for anyone who works tickets, which the FAQ says covers “agents and admins with inbox access”. Someone who only needs to read conversations can have a viewer seat, listed on all three plans, and your sales rep agrees how many of those you get. The FAQ also says “There is a minimum seat count for new customers”, and that Pylon is “built for B2B support teams rather than solo operators”. It doesn’t say what the minimum is.

Channels, integrations and security on each plan

Most channels come with every plan. Slack Connect channels, Slack communities, email, the chat widget and its mobile SDKs, ticket forms, WhatsApp, Discord, Telegram and SMS are all on Professional. Microsoft Teams and Google Chat start on Advanced, and phone is an add-on on any plan.

Most integrations don’t push you up a plan. The plan table ticks CRM integrations, product ticketing integrations, Stripe, and PostHog and Pendo for product data on all three, and the Facts page names Salesforce, HubSpot, Attio and Pipedrive among the CRMs and Jira, Linear, GitHub Issues, Asana and Shortcut among the issue trackers. Importing from a data warehouse is on every plan, and exporting to one starts on Advanced.

The developer tools are on every plan as well, except the sandbox, which is Enterprise only. That covers the REST API, webhooks, custom apps, Pylon’s MCP server, MCP connectors that let its agents use your other tools, and “bring your own agent”. Pylon’s rate limits page gives each endpoint 30, 120 or 300 requests a minute, shared by every token in your organisation, and the MCP docs say some of its tools need a plan feature too, such as Account Intelligence for account notes.

The security features differ by plan. SOC 2 Type II, ISO 27001, GDPR support and EU data residency are on every plan. Custom roles, audit logs, message redaction and HIPAA support start on Advanced. SAML SSO is $125 a month on top of Advanced and included in Enterprise, a BAA is through sales on Advanced, and SCIM and data retention controls are Enterprise only.

Pylon’s docs don’t always match the pricing page, so get anything your plan choice hangs on written into the order form. The chat widget docs put multiple chat widgets on the Enterprise plan, while the pricing page ticks them from Advanced. The roles docs say custom roles are “Available on the Enterprise plan” and viewers are “Available on select plans”, while the pricing page has custom roles from Advanced and viewer seats on every plan.

Pylon’s AI runs on credits

Pylon’s agents are on every plan, but none of them works until you buy credits. The pricing FAQ says the Assist Agent, Automations, the Support Agent and the Slack Agent “are accessible when you purchase credits”. Its plan table marks AI issue QA, backtesting and smart projects and tasks “Credits required” on all three plans as well.

The plan table doesn’t mark the rest of the AI as needing credits, though Professional puts limits on some of it. AI KB Answers and AI article generation are on every plan. Professional comes with 10 AI trigger conditions, 2 issue field autofills, 1 additional source of training data and knowledge base auto-translation in 2 languages, and Advanced ticks each of those with no number. Advanced also adds AI reports, issue auto-translation, issue anomaly detection, and what Pylon calls common topics and knowledge gaps.

The plan cards give no price for a credit. The credit estimator further down the pricing page does, in the table that opens under Show the math. Committed credits are priced in bands, and each band’s rate covers only the credits inside it.

So the 5,000-credit minimum is $1,200 committed, or $1,500 at the pay-as-you-go rate. Pay as you go isn’t open to everyone, though, since the Facts page says those credits are “available when enabled for your account”. The FAQ says committed credits can be used across the whole contract term, and that buying more at once gets a bigger discount.

When credits run out, the pricing page says you top up in Pylon. Every plan lists credit autoreload, alerting thresholds, and user and workspace usage limits.

The Facts page lists “Pylon’s AI is a $50/seat add-on” and “AI agents start at $100/month” among the outdated claims it corrects, and answers that “AI is not a per-seat add-on and there is no separate $100/month agent plan.” Pylon’s help centre hasn’t quite caught up. It still files an AI Agents bundle article under Pricing, last updated a year ago, while today’s pricing page sells no bundles.

How many credits a ticket uses

The estimator turns tickets into credits. For each kind of ticket it uses a median number of credits, with the 25th and 75th percentiles for its low and high figures. The last column is our sum.

The estimator counts every ticket that isn’t automated or deeply investigated as light assist, so it assumes the AI touches every ticket. It starts at 2,000 tickets a month, with 30% automated and 20% needing deep investigation, and shows 6,800 to 14,000 credits a month for that. Pylon says its sales team will help you estimate your own figure.

Pylon’s add-ons

Pylon’s pricing page sells two add-ons, and SAML SSO is a third on Advanced.

Account Intelligence’s 50-account minimum means it starts at 50 × $10 × 12 = $6,000 a year. Three phone seats add 3 × $35 × 12 = $1,260 a year.

What a team of 3 or 10 pays a year

Seats come first, on annual contracts. The prices are Pylon’s and the sums are ours.

Pylon doesn’t publish its minimum seat count, so check that 3 seats meets it before you plan on the first column.

Then come the credits, if you want any of the agents. The smallest commitment, 5,000 credits at $0.24, is $1,200, which takes 3 Professional seats to $4,404 a year.

A team that runs its tickets through the agents uses far more than that. On the estimator’s starting mix of 30% automated, 50% light assist and 20% deep investigation, the median ticket takes (0.3 × 5.3) + (0.5 × 3.5) + (0.2 × 7.7) = 4.88 credits.

A team of 3 handling 300 tickets a month uses 300 × 4.88 = 1,464 credits a month, or 17,568 a year. They all sit in the first band, so they cost 17,568 × $0.24 = $4,216.32, and with 3 Professional seats the year comes to $7,420.32. At Pylon’s 25th and 75th percentiles, those credits would cost from $2,937.60 to $5,857.92.

A team of 10 handling 2,000 tickets a month uses 9,760 credits a month, or 117,120 a year. The first 60,000 cost $14,400 at $0.24 and the other 57,120 cost $11,995.20 at $0.21, so the credits come to $26,395.20. That’s more than twice the $10,680 for 10 Professional seats. The year is $37,075.20 on Professional or $43,075.20 on Advanced, before any add-ons. Pay as you go, the same credits would cost 117,120 × $0.30 = $35,136.

What Pylon doesn’t publish

These are the gaps to close with Pylon’s sales team before you sign.

• A monthly-billing price for a seat, or what paying annually saves on one.
• The minimum number of seats a new customer buys.
• What a viewer seat costs, and how many your plan comes with.
• Any Enterprise price.
• How many credits each agent action uses. The estimator gives credits a ticket, not an action.
• Whether pay-as-you-go credits will be enabled for your account.
• How long the free trial runs. The FAQ says a sales rep sets one up, and Pylon has no free plan.
• Whether the Phone add-on charges for calls or numbers beyond its seat price.

Who Pylon is built for

Pylon fits a B2B company whose customers reach it in shared Slack channels, Teams, email and chat, with several people working one queue. It replaces a help desk rather than sitting on top of one, as its Facts page puts it. Every plan has ticketing with assignment rules and SLAs, macros, a knowledge base, and CSAT and NPS surveys, and the add-ons turn it towards customer success with health scores and account notebooks.

That team should negotiate the credit commitment, since the seat prices are published. If you need SSO, Microsoft Teams, a customer portal or skill-based routing, price Advanced rather than Professional.

If you’re weighing Pylon against a helpdesk you already know, Zendesk pricing, Intercom pricing, Front pricing and Hiver pricing set out their bills seat by seat, and AI help desks shows how helpdesks charge for the AI that answers customers.

Deacon, if you answer support yourself

Pylon’s pricing follows from who it’s for, with a seat for everyone who works the queue and credits for the work its agents do. If you answer support alone, most questions arrive on your website from people trying or using your product, the answer is usually in your docs already, and each one you type out is time you aren’t building. Deacon answers those for you.

Its AI doesn’t wait on a credit purchase. Once Deacon’s script is on your site and it has read your pages, it replies to each visitor in seconds, day or night, and every plan answers with the same model, so you never pick one that uses your answers up faster. It sticks to what you’ve given it. When your docs don’t cover a question, Deacon says plainly that it doesn’t know rather than guessing, and offers a field for the visitor’s email so you can follow up.

A request for a person, or an address left in the chat, lands in your dashboard straight away, and the owners get an email about three minutes later if nobody has looked. Your reply reaches the visitor’s chat under your first name and your company’s. If they’ve closed it, a red count on the chat button says a reply is waiting, and if they left an address and still don’t read it, it’s emailed to them. Human handoff walks through it.

Pylon keeps its common topics and knowledge gaps for Advanced. Deacon’s Topics are on every plan, the free one included. They group the questions people ask, count how many people asked each, and mark a topic as a bug report or a feature ask when that’s the commonest kind of question in it. What needs you puts the people waiting on you, the bug reports and the questions Deacon didn’t know in one list, and opens on the one to do first.

Deacon’s knowledge gaps close as you answer them. Every question your docs missed is listed in Conversations with an Answer this button, where you write the reply as you’d type it to the customer. Deacon adds it to your help document, starts answering from it and shows you its new reply to that visitor, so it needs you less over time.

And there’s nothing to top up. Each Deacon plan has its month’s answers, and Deacon counts one for every reply it writes. When they’re gone, nothing more is billed and the plan stays where it is. Every feature, the API, webhooks and an MCP server for your coding agent among them, is on every plan, so plans differ only in answers, knowledge, pages a month from your website and seats. Pricing has the figures.

If your customers talk to several of your people in shared Slack channels, Teams and email, Pylon is built for that, with the tickets, routing, SLAs, customer portal and account health scores that Deacon doesn’t have. If they ask on your website and you’re the one answering, Deacon is the better fit, and the free plan needs no card.

Pylon pricing questions

Does Pylon have a free plan?

No. The Pylon Facts page says “Pylon does not have a free plan.” It offers free trials instead, set up with a sales rep, and doesn’t say how long they last.

How much does Pylon cost per seat?

$89 a seat a month on Professional and $139 on Advanced, each on an annual contract, which is $1,068 or $1,668 a seat a year. Enterprise is a custom quote. AI credits, the add-ons and SAML SSO on Advanced cost extra.

How much do Pylon’s AI credits cost?

The estimator on Pylon’s pricing page prices committed credits at $0.24 each for the first 60,000 in a year, then $0.21, $0.18 and $0.15 in higher bands, and pay-as-you-go credits at $0.30. The minimum commitment is 5,000 credits, which is $1,200 at $0.24.

Does Pylon charge per ticket?

Not directly. Pylon’s pricing page says you pay “for the seats and AI credits your team uses, never per ticket”. Credits still follow your tickets, though, since Pylon’s own estimator works them out per ticket, from a median of 3.5 credits for a light-assist ticket to 7.7 for a deep investigation.

Can I pay for Pylon monthly?

Pylon says it offers both annual and monthly billing, but its pricing page prints only annual-contract prices, and its Facts page says standard contracts are annual. Its FAQ doesn’t say whether paying annually saves anything on seats, only that committing to credits upfront earns a discount. Ask for the monthly price if you need one.

What happens when Pylon credits run out?

You buy more inside Pylon. The FAQ says credits beyond your commitment can be bought in-product, and every plan has credit autoreload, alerting thresholds and usage limits for each user and for the workspace. Committed credits can be used at any point in the contract term.

Is Pylon’s MCP server on every plan?

Yes. The plan table ticks the Pylon MCP server on Professional, Advanced and Enterprise, and some of its tools also need a plan feature, such as Account Intelligence for account notes. Pylon’s MCP server covers what it can read and change.

Is Deacon a Pylon alternative?

For the questions customers ask on your website, yes. Deacon answers them from your docs and hands you the ones it can’t, in its own dashboard. It isn’t a B2B support platform, though. Deacon has no shared inbox, tickets, routing or SLAs, no Slack, Teams, email, WhatsApp, SMS or phone channel, and no customer portal or account health scores. It doesn’t send CSAT or NPS surveys, and its answers take no actions in your other tools. It always declines questions about a visitor’s own account. If your team supports customers in shared Slack channels, Pylon is built for that and Deacon isn’t.