Pylon integration guide
How to keep Pylon up to date
Pylon knowledge base articles go out of date when your product changes faster than anyone on your team can update them.
Keeping help centers accurate at
The short answer
- What Pylon offers
- Pylon gives you features like Gaps to see which customer questions have no article, Copilot to draft articles from resolved issues, and Article Review to approve changes before they publish.
- Where it stops
- Each feature waits for a customer question or a teammate's request, which isn't proactive enough if your product changes frequently.
- Where Solo fits
- Solo checks your Pylon help center articles against your code, flags which articles a change made incorrect, and drafts fixes that a person approves.
On this pageShort answer
Why it matters
Why an accurate knowledge base matters
You ship a change, support hears about it a week later, and the article still describes the old screen. Meanwhile customers can't self-serve, Pylon AI answers from stale steps, and public articles show the wrong thing in search.
Reduce tickets with self-serve support
An article that matches your product allows your customer to resolve their problem on their own. A wrong article sends the customer to your queue with the same question, but with an annoyed tone.
Pylon AI resolves more questions
Pylon's AI search answers customers at the top of knowledge base search results and cites its sources, and Support Agent handles questions from knowledge base content. Both read your live articles, so the impact of a wrong article is multiplied.
Your articles show up correctly in search
Public articles on your help center can be found by search engines and quoted by AI answer engines. If one describes a setting you removed, the wrong answer reaches people before they ever open a support thread.
Built-in tools
What Pylon already offers for knowledge base maintenance
Pylon has tools for keeping articles in shape: Gaps, Copilot, Article Review, synced blocks, and version history. None of them can see that your product changed, so outdated articles stay live until someone spots them.
| Stage | Pylon's features | Missing features |
|---|---|---|
| 01Know upcoming changes | Pylon doesn't have a feature for this stage. Authors need to be proactive about updating articles when your product changes. | Nothing warns you that an article is about to become out of date. These signals come from people, so a change to your product that support never hears about doesn't show up. |
| 02Identify outdated articles | Gaps autogenerates topics for common questions your documentation doesn't cover, and each article's Performance tab shows 1 to 5 ratings and written feedback. | Gaps and Performance ratings react to customers who hit a problem first. Neither catches an inaccurate article before customers use it. |
| 03Draft updated copy | Copilot reads an issue conversation and drafts an article that follows your template. | Copilot drafts from past conversations and what the writer types, which might be incorrect or missing detail. |
| 04Collaborate on updates | Articles support Google Docs-style comments with mentions, real-time co-editing, and Article Review, where reviewers approve, request changes or comment inline. | Comments, co-editing and Article Review show who is reviewing, not what is wrong, so reviewers still have to work out what changed in your product. |
| 05Publish changes | Version History keeps a version each time an article is published, and a synced block edited once updates every article that embeds it. | Publishing is a manual click. Nothing publishes an update when a feature flag turns on, so an article goes live on someone's schedule, not when your product changes. |
With Solo
Pylon knowledge base management with Solo on top
Pylon can't see your codebase, so it can't tell when a change to your product made an article wrong. Solo reads file changes in your connected repositories alongside your articles, flags the ones a change made wrong, and drafts the fix. A person approves every change before it is sent back.
What Solo adds to Pylon's built-in tools
| Stage | Pylon without Solo | Pylon with Solo |
|---|---|---|
| 01Know upcoming changes | Pylon doesn't have a feature for this stage. Authors need to be proactive about updating articles when your product changes. | Solo reads code changes in your connected repositories, summarizes them daily in plain language, and attaches related feature flags, so your team knows about a change before it's live. |
| 02Identify outdated articles | Gaps autogenerates topics for common questions your documentation doesn't cover, and each article's Performance tab shows 1 to 5 ratings and written feedback. | Solo compares each change summary with your articles and flags the ones that are confidently wrong, with a reason and source links, before customers run into them. |
| 03Draft updated copy | Copilot reads an issue conversation and drafts an article that follows your template. | Solo drafts the replacement text from your codebase, so it can be more detailed about the change than a conversation or ticket. |
| 04Collaborate on updates | Articles support Google Docs-style comments with mentions, real-time co-editing, and Article Review, where reviewers approve, request changes or comment inline. | Each flagged article reaches your team with a reason and source links, and they accept, edit, snooze or reject it, so review starts from what changed. |
| 05Publish changes | Version History keeps a version each time an article is published, and a synced block edited once updates every article that embeds it. | Once a person approves the text, Solo can hold it until the feature flag is enabled, then publish it to the Pylon article, so the article changes when your product does. |
Questions
Questions about Solo and your articles
What teams ask before connecting Solo to their help center.
Does Solo replace Pylon?
No. Your articles stay in Pylon, in the collections you already use. Solo checks them against your code, drafts changes, and a person approves each one before it is updated in Pylon.
Pylon already has Gaps. How is Solo different?
Gaps starts from customer questions, either issues your team marks or common topics found across conversations. Solo starts from your code, so it can flag an article when a change lands instead of after customers have asked. You can use both.
Does Pylon AI pick up an article after Solo updates it?
Yes. Once Solo updates an article, Pylon AI will read the new text.
Will Solo publish to Pylon without a human-in-the-loop?
No. Solo flags and drafts, and a person accepts, edits, snoozes or rejects each suggestion. Accepting a change to an existing article sends the new text to Pylon and publishes it, so the approval is the publish step.
Which Pylon articles can Solo work with?
Once an API key is connected, Solo indexes your articles and lets you select the collections you want Solo to monitor.
Related guides
Also works with
Solo works with the support platform you already run, and each guide covers what is specific to that platform.
Further reading on help center drift
How Accurate Help Center Docs Reduce Support Tickets
A specific, fixable slice of ticket volume comes from outdated help center articles. Here's how to reduce support tickets with accurate docs, without hiring.
7 min read
Self-Updating Help Center: How It Actually Works
A self-updating help center catches product changes before customers do. Here's what "automatic" really means, and what still needs a human.
4 min read
When to Update Help Center Articles: A Practical Threshold
A calendar-based review cadence misses most drift. Here's a practical threshold for when a help center article actually needs updating, and why it matters.
7 min read
See which Pylon articles your code changes broke
A demo runs Solo against your own codebase and Pylon knowledge base, so you see which articles are wrong today.