Plain vs Pylon
A side-by-side comparison of Plain and Pylon on what each one charges, what it meters, and which plan every capability actually sits on.
Capability by capability
Nothing we track differs between them.
Channels
| Capability | Plain | Pylon |
|---|---|---|
| Included2 email addresses on Foundation, 10 on Horizon, 25 on Frontier | IncludedAny address, plus Gmail and Outlook Mail connectors. | |
| Live chat | IncludedListed on the integrations page and available from Foundation | IncludedChat widget with mobile SDKs. |
| Voice | Not published | IncludedListed as a Phone and SMS channel. No voice pricing or minute rate is published. |
| SMS | Not published | IncludedListed as a Phone and SMS channel. |
| Not published | Included | |
| Slack Connect | Included25 Slack channels on Foundation, unlimited on Horizon and Frontier. Slack Enterprise Grid is Frontier only. | IncludedUnknown. No plan table is published, so no channel can be shown as gated or ungated. |
| Microsoft Teams | IncludedHorizon and above. Not available on Foundation. | IncludedUnknown. No plan table is published. |
| Community forum | IncludedUnknown. A Discourse integration is listed on the compare table, but the per-plan checkmarks are images and could not be read. Plain ingests an existing forum rather than hosting one. | Not published |
Ticketing
| Capability | Plain | Pylon |
|---|---|---|
| SLA policies | IncludedSLAs and business hours start on Horizon | Not published |
| Business hours | IncludedHorizon and above | Not published |
| Macros / saved replies | IncludedDocumented as Snippets, with full API read and write on all plans | IncludedProduct feature with a dedicated API endpoint, so saved replies are extractable. |
| Custom fields | Not published | Included |
| Custom objects | Not published | Included |
| Ticket forms | Not published | Included |
Routing & automation
| Capability | Plain | Pylon |
|---|---|---|
| Triggers | Not published | IncludedDocumented product feature. Absent from the API reference index, so trigger logic cannot be exported. |
| Workflow builder | IncludedUp to 5 workflows on Foundation, unlimited on Horizon and Frontier | Not published |
| Escalation rules | IncludedEscalation paths start on Horizon | Not published |
AI resolution
| Capability | Plain | Pylon |
|---|---|---|
| Autonomous resolution agent | IncludedAri, the customer-facing AI agent, is free on all workspaces and consumes no credits. Bring-your-own AI agent is Frontier only. | Not published |
Reporting
| Capability | Plain | Pylon |
|---|---|---|
| Data warehouse sync | Not published | IncludedUnknown. No plan table is published. |
Enterprise
| Capability | Plain | Pylon |
|---|---|---|
| SAML SSO | IncludedFrontier only. Neither publicly priced plan includes SSO. | Not publishedRoles and User Management documentation exists, but SSO is not named on the trust page or in the docs security overview. |
| SCIM provisioning | IncludedFrontier only | Not publishedNot named anywhere on the trust page or in the security documentation. |
| Custom roles | IncludedUnknown. A Custom roles row exists on the compare table but the per-plan checkmarks are images and could not be read. | IncludedUnknown. No plan table is published. |
| Audit logs | Not publishedNo row on the compare table, no docs page and no API object. | IncludedUnknown. No plan table is published. |
| HIPAA / BAA | Not publishedNo claim on /pricing, the trust center notices or the help center. | IncludedEnterprise tier only. Verbatim: "We're happy to sign a BAA in the enterprise plan". |
| SOC 2 | IncludedUnknown. A SOC2 Type II Report row sits under Services and compliance; per-plan gating is not readable. A live trust center is published with dated subprocessor notifications. | IncludedNo gate stated. SOC 2 Type 2, monitored via Vanta. |
| ISO 27001 | Not publishedNot claimed on the pricing page, the trust center notices or the help center. | IncludedNo gate stated. ISO 27001 plus ISO 42001 for AI management systems. |
| GDPR | IncludedNot plan-gated. A DPA is published at /legal/dpa, and the terms forbid training AI models on Subscriber Data without written consent. | IncludedNo gate stated. DPA available on request. |
Developer
| Capability | Plain | Pylon |
|---|---|---|
| REST API | Not publishedOnly a GraphQL API is documented. No REST surface appears in the docs navigation. | Included |
| GraphQL API | IncludedAll three plans. Plain is built on the same GraphQL API it exposes. | Not published |
| Webhooks | IncludedWebhooks and Events are shown on all three plans | Included |
| Published rate limits | NoNo rate-limit figure on the GraphQL Introduction or Authentication pages, and no rate-limit page in the docs navigation. | Not publishedNo rate limit is stated on the API reference index, the Authentication page or the Errors page. |
Both entries last checked Sep 9, 2026.
What Plain costs
$35/seat/month
2 published plans, billed annually- Billing unit
$35/month - Free tier
No, 7-day trial - AI pricing
Not published - Vendor calls it
Sidekick credit - Human handoff
Not billed - Reopened chat
Refunded - AI billing window
Not published - Data export
Self-serve - Automation export
Partial
2 of 9 not published by Plain, checked
What Pylon costs
- Billing unit
No price is published anywhere - Free tier
Not published - AI pricing
Not published - Vendor calls it
Not published - Human handoff
Not published - Reopened chat
Not published - AI billing window
Not published - Data export
Self-serve - Automation export
Partial
6 of 9 not published by Pylon, checked