Frigade vs. Pylon
Pylon learns from your knowledge base. Frigade learns from your product. Many teams run both. Here's how to think about which does what, and where each one wins.
Two products, two different jobs.
Pylon is the system of record for support. Where tickets land, get triaged, and get resolved. Frigade is in-product help. Where users find answers and complete tasks before a ticket gets opened.
Pylon
Inbox, Slack, email, chat.Frigade
Inside your product, contextually.Pylon
Articles, KB, ticket history.Frigade
Your product itself, plus help docs.Pylon
You update articles and macros.Frigade
Your product ships changes.Pylon
Routes tickets, drafts replies, deflects.Frigade
Walks users through tasks in-product.Pylon
Support team's daily workspace.Frigade
End user's daily workspace.Pylon
Modern B2B support across channels.Frigade
In-product guidance, complex workflows.Pylon
Custom, demo-led.Frigade
$1K/mo entry, scalable for enterprise.Pylon learns from what your team writes. Frigade learns from what your team builds.
Pylon is purpose-built around your support content. Your knowledge base, your past tickets, your saved replies, your macros. Their AI gets smarter as your team writes more articles and resolves more conversations. That's the right architecture for support inbox AI.
Frigade is built around your product. A browser agent uses your app the way a real user would, mapping every workflow, every UI permutation, every click path. When you ship a feature, Frigade learns it. When the help center hasn't been updated yet, Frigade still knows what to do, because the product itself is the source of truth.
Help center articles get outdated fast. In-app guidance breaks on UI changes.
Pylon's AI is only as current as your last article update. Frigade's AI is as current as your product is, today.
What Pylon is good at.
Pylon is a modern entry in B2B support tooling. If your team works across shared Slack channels with customers, an omnichannel inbox, and account workspaces in the same place, Pylon was built for that motion. Their routing, account intelligence, and Slack-native workflow cover surface area legacy help desks weren't designed for.
Built for B2B support.
Shared Slack channels, omnichannel inbox, and account context all live in one place.
AI-native architecture.
Routing, triage, and knowledge automation are built into the platform, not bolted on.
Account intelligence.
Surfaces churn signals, feature requests, and renewal risk from support conversations.
Where Frigade is different.
Stops tickets before they exist.
Pylon makes the tickets you do get easier to handle. Frigade prevents many of them from being opened in the first place. When a user gets stuck inside your product, Frigade walks them through it in the moment, before they need to type anything to your support team.
Walks users through tasks. Doesn't just answer them.
Pylon's AI deflection answers questions in chat. Frigade highlights the right buttons, fills the right fields, and can take actions on the user's behalf when they ask. A user who says "add a supplier for me" gets it done, not directed to a help article or escalated to a ticket.
Lives where the user is stuck.
Pylon lives in the inbox, the Slack channel, the chat widget. Frigade lives anywhere in your product, with magic links that drop users directly into the right flow from email, Slack, or your help center. The agent meets users in context instead of asking them to move to another surface.
How customers run Frigade in front of Pylon.
Frigade and Pylon solve different parts of the same problem. Frigade lives inside your product and resolves the questions that don't need to become tickets. Pylon owns the conversations that do. The two work together cleanly.
Step 1
User gets stuck in your product.
A user hits a question or workflow they can't figure out inside your product.
Step 2
Frigade walks them through.
The agent walks them through the workflow in-app, with UI highlighting and direct actions on their behalf.
Step 3
Hand off to Pylon, with context.
If the user still needs a human, Frigade hands off to Pylon (or whatever help desk you use) with full context.
Frigade is front-of-house. Pylon is back-of-house. Different jobs.
What we hear from support leaders.
“It's the same handful of questions over and over. If users could solve those in the product, they'd never open a ticket.”
“Help center articles get outdated fast. In-app guidance breaks on UI changes.”
“Who's going to read the docs? Nobody.”
Which one should you pick?
Pick Pylon if
- Your team's primary surface is shared Slack channels with B2B customers and you need account-level context across them.
- You have a large support team with time to answer every ticket as it comes in.
- You have docs writers who can keep your knowledge base current every time the product ships.
- You'd rather consolidate the stack than catch users before they need to open a ticket.
Pick Frigade if
- Your users get stuck inside your product and need to be walked through tasks, not redirected to a help article.
- Your product changes often and your help center can't keep up.
- You want the AI to take actions on the user's behalf, not just answer questions.
- You want to deflect tickets before they get opened, not just resolve them faster.
Pylon is a serious support platform. So is Frigade. They solve different parts of the same problem, which is why many teams run both.
See Frigade in front of your Pylon.
We'll train the assistant on your staging environment and walk you through it live. You'll see exactly what it can answer, where it guides users through workflows, and how the handoff to your help desk feels.