Pylon AI Support Tool - Quick Starter Guide

? What is the Pylon AI Support Tool

We’ve launched the Pylon AI Support Tool to make it easier to submit requests, track progress, and get answers quickly.

With the portal, you can:

✅ Submit support requests

✅ Track request status

✅ Ask AI quick questions

✅ Access the Pylon Knowledge Base

1️⃣ Log In to the Support Tool (First-Time Setup)

Getting started is easy

Step 1: Open the Pylon Support Portal: https://pylonlending.support.site

Step 2: Sign in using your email address (the same one you use for Command Center)

💡 Tip: Bookmark the website so you can access it quickly when you need help.

2️⃣ Submit Your First Support Request

Submitting a request takes less than a minute.

Step 1: Click New Request

Step 2: Describe what you need help with

Step 3: Select the Issue Type

Step 4: Enter the Loan Number and click Create Support Request

💡 Including the loan number helps us resolve requests much faster.

3️⃣ Track the Status of Your Request

You can track all requests previously submitted by you or others in your same organization in the Inbox.

Each request will show its status:

🟣 In Progress: Our team is actively working on it.

✅ Done: Your request has been completed.

⏱️ Waiting for You: We are requesting additional information from you. 

Click into any request to:

• View updates from the Pylon team

• Add additional information

• Continue the conversation

4️⃣ Ask AI for Quick Answers (Coming Soon)!

Need a quick answer? Use the AI assistant in the support tool.

You can ask things like:

• How do I submit an application on behalf of my borrower? 

• How do I submit a change of circumstance?

• What is the turnaround time for underwriting? 

The AI pulls answers from the Pylon Knowledge Base articles, making it the fastest way to get help for common workflows.

👉 When to Use the Support Tool vs Slack/Email

Using Plain ensures a better experience for you:

✔ Faster responses from the Pylon team

✔ Clear visibility into request status at any time

✔ Nothing gets lost in Slack threads, DMs, or inboxes

✔ More predictable turnaround times for loan requests