Pylon pricing in 2025: What it really costs and a simpler alternative

Trying to choose the right B2B support platform can feel like a part-time job. You spend hours digging through complex pricing pages, trying to figure out what’s included and what’s a pricey add-on. Pylon has been making waves in the space, but getting a straight answer on what it actually costs is surprisingly tough.

First things first, let’s clear up some confusion. If you search for "Pylon," you’ll find a few different companies. This guide is specifically about the B2B customer support platform you’ll find at usepylon.com, not the one that deals with solar panels or utility software.

In this post, we’re going to pull back the curtain on Pylon’s pricing. We’ll look at everything from their basic per-seat platform fees to the separate (and often unpredictable) costs for their AI features. We’ll also talk about the hidden costs that come with moving your whole operation to an all-in-one system. Most importantly, we’ll introduce you to a more flexible and transparent alternative that works with the helpdesk you already use, rather than making you start over from scratch.

So, what is Pylon?

Pylon is a venture-backed, all-in-one customer support platform. It’s designed to be a complete replacement for tools you might already be using, like Zendesk or Intercom. The idea is to bring your entire support operation under one roof. The platform is built around four key areas:

• Omnichannel Support: This pulls all your customer conversations from places like Slack, Microsoft Teams, email, and chat into a single, unified inbox.

• AI Agents & Assistants: These are the tools meant to help your human agents work faster and automate resolutions for common customer questions.

• Knowledge Management: A built-in system for creating, managing, and organizing your help center articles.

• Account Intelligence: Features that help you keep an eye on customer health and give your agents more context for every conversation.

Pylon’s whole model is what’s known as "rip and replace." This means you don’t just add it to your existing tools; you have to migrate everything, your agents, your workflows, and all your historical data, over to their system. As you can probably guess, that’s a huge project, and it comes with some serious costs that aren’t always obvious from the start.

Breaking down the core Pylon pricing plans

The starting point for Pylon’s cost is the platform itself, which you pay for on a per-seat, per-month basis. It’s important to know that these plans get you the core software, but many of the advanced AI features you see advertised will cost you extra. We’ll get to that in a minute.

The Pylon pricing per-seat subscription model

Pylon’s pricing is structured around a per-agent fee, and you’ll get a better rate if you commit to a full year upfront. But here’s the first thing you need to watch out for: mandatory seat minimums. Even if you only have one or two support agents, you’ll have to pay for at least three seats on their Starter and Professional plans. For the Enterprise plan, that minimum jumps to seven seats. This can make the entry cost much higher than it looks at first glance.

Let’s take a look at how the core plans stack up:

Feature	Starter Plan	Professional Plan	Enterprise Plan
Price (Annual)	$59 / seat / mo	$89 / seat / mo	$139 / seat / mo
Price (Monthly)	$70 / seat / mo	$118 / seat / mo	Yearly only
Seat Minimum	3 seats	3 seats	7 seats
Core Features	Support Inbox, Email, Chat, Knowledge Base	Everything in Starter + Slack, Integrations, Automations, Analytics	Everything in Professional + MS Teams, Customer Portal, Custom Reporting
Best For	Small teams that just need the basic support channels.	Growing teams that want more integrations and automation power.	Large organizations that need premium channels and advanced security features.
A per-seat model isn’t anything new, but the costs can add up fast as your team grows. Hire two new agents, and your monthly bill suddenly jumps by at least $118, and that’s before you’ve even touched the AI tools. Plus, features that are pretty essential for modern B2B support, like the connectors for Slack or Microsoft Teams, are only available on the more expensive Professional and Enterprise plans.

This is where it makes sense to ask: do you really need to switch to a whole new platform just to get modern features? Instead of making you pay per seat for a brand-new system, a tool like eesel AI integrates directly with the helpdesk you already have. You get top-tier AI capabilities without the high costs and headaches of moving your entire team.

Understanding Pylon pricing: AI agents and assistants

Alright, this is where the Pylon pricing model gets a bit tricky. The powerful AI features that Pylon promotes in its marketing usually aren’t included in the core plans. They are sold as separate add-ons, and each has its own pricing structure, which can make your final bill pretty hard to predict.

AI assistants vs. AI agents in Pylon pricing

Pylon splits its AI tools into two different products, and if you want the full suite of capabilities, you’ll likely end up paying for both:

• AI Assistants: Think of these as a copilot for your human agents. They can help draft replies, summarize long ticket threads, and suggest relevant help articles. This is priced at a flat $50 per seat, per month, on top of your platform fee.

• AI Agents: This is the fully autonomous AI that can resolve tickets without any human involvement. The pricing here is volume-based. It’s often quoted as starting around $100/month and going up with your ticket volume, or sometimes as a flat $0.50 per ticket the AI resolves.

The biggest headache here is the unpredictable nature of volume-based AI pricing. What happens when you have a big product launch, a temporary service outage, or just a really busy month? Your support volume spikes, the AI agent resolves more tickets, and you get hit with a surprisingly large bill at the end of the month. In a way, this model penalizes you for being successful or for the AI doing its job well, which makes it nearly impossible for support leaders to set an accurate budget.

A more transparent approach to AI pricing

We believe there’s a simpler, more predictable way to handle AI pricing. eesel AI was built with the idea that AI costs should be fair and transparent. Instead of upselling you on different products, all of eesel AI’s main features, the AI Agent, AI Copilot, and AI Triage, are included in every single plan.

The price isn’t based on how many tickets the AI resolves. Instead, it’s based on a fixed number of monthly "AI interactions" (which is just one AI reply or one AI action). This means your bill is completely predictable. You know exactly what you’re paying each month, no matter how busy things get. Plus, eesel AI offers flexible month-to-month plans that you can cancel anytime, which is a big difference from the annual-only contracts that many platforms push you into.

Here’s a quick comparison of the two models:

Aspect	Pylon AI	eesel AI
Pricing Model	Separate products; per-seat for Assistants, volume-based for Agents.	All products included; based on a fixed number of "AI interactions".
Cost Predictability	Low. Volume-based pricing is tough to forecast and can lead to surprise bills.	High. Your monthly cost is fixed, transparent, and predictable.
Included Products	AI features are expensive add-ons to the core platform.	AI Agent, Copilot, and Triage are included in all plans from the start.
The Bottom Line	A powerful but expensive and unpredictable add-on to their platform.	A transparently priced AI layer that enhances your existing tools.

The hidden costs of Pylon pricing: An all-in-one platform migration

The price you see on the quote is just the beginning. When you decide to switch to an all-in-one system like Pylon, you’re also signing up for some pretty significant hidden costs that rarely get mentioned in the sales demo.

Factoring in migration and implementation with Pylon pricing

Switching your entire support platform is a massive project with costs that go way beyond the monthly subscription fee:

• Implementation Time: This isn’t something you can knock out over a weekend. You’re realistically looking at weeks, and more often months, of planning, migrating data, configuring new workflows, and testing everything.

• Developer Resources: What about that critical workflow you built in your old system? Replicating it might require custom API work, which means pulling your developers away from working on your actual product.

• Team Training: Your entire support team has to learn a brand-new interface from the ground up. That means hours of training sessions and an inevitable dip in productivity while everyone gets comfortable with the new system.

• Risk of Data Loss: Moving years of historical ticket data from one platform to another is notoriously difficult. It’s a delicate process that carries the real risk of losing valuable customer context and history.

The advantage of a no-migration AI layer

This is where an AI-native solution like eesel AI offers a completely different experience by helping you avoid these costs entirely. It’s not a replacement for your helpdesk; it’s an intelligent layer that sits right on top of it.

You can go live in a matter of minutes, not months. With one-click integrations for platforms like Zendesk, Freshdesk, and Gorgias, you just connect your existing tools, and you’re good to go. There’s no disruption to your team’s workflow because they keep working in the helpdesk they already know and love. eesel’s AI Copilot and Agent work seamlessly right inside their current interface.

Best of all, you can test everything with confidence. eesel AI has a powerful simulation mode that lets you test your AI setup on thousands of your own historical tickets. You can see exactly how it will perform, what percentage of tickets it can resolve, and what your cost savings will be before you ever turn it on for live customers. It’s a risk-free way to adopt cutting-edge AI, which is something you just can’t do with a rip-and-replace platform.

Hear from Pylon’s founder on how he raised funding and grew one of the fastest-growing B2B companies.

Is Pylon pricing right for you?

Pylon is a capable all-in-one platform, but its power comes with a complicated and layered pricing structure. You’re looking at a mandatory per-seat fee for the core platform, another per-seat fee for AI assistance tools, and an unpredictable, volume-based fee for full AI automation. It’s a major investment, not just in terms of money, but also in time and internal resources.

This model could work for a team that’s starting from absolute scratch and is ready to commit to a single ecosystem, accepting the high implementation costs and unpredictable AI fees that come with it.

For most teams, however, there’s a more modern, flexible, and cost-effective way forward: enhancing the tools you already have. eesel AI offers a powerful, transparently priced AI layer that gives you state-of-the-art automation without the pain, cost, and risk of a full migration. Why replace your entire helpdesk when you can upgrade it?

Ready to see what your current setup is capable of? Sign up and configure your first AI agent in minutes or book a demo to see it in action.