Pylon vs Thena
A side-by-side comparison of Pylon and Thena 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 | Pylon | Thena |
|---|---|---|
| IncludedAny address, plus Gmail and Outlook Mail connectors. | IncludedStarter. | |
| Live chat | IncludedChat widget with mobile SDKs. | IncludedStandard, $79/user/month billed annually. Listed as "AI web chat". |
| Voice | IncludedListed as a Phone and SMS channel. No voice pricing or minute rate is published. | Not published |
| SMS | IncludedListed as a Phone and SMS channel. | Not published |
| Included | Not published | |
| Slack Connect | IncludedUnknown. No plan table is published, so no channel can be shown as gated or ungated. | IncludedStarter, $29/user/month billed annually. |
| Microsoft Teams | IncludedUnknown. No plan table is published. | IncludedEnterprise only. Listed under "Everything in Standard +" on the $119/user/month card. |
| Community forum | Not published | IncludedStandard. |
Ticketing
| Capability | Pylon | Thena |
|---|---|---|
| SLA policies | Not published | IncludedStarter. |
| Business hours | Not published | IncludedMulti-level working hours, used by auto-responders and SLA calculation. |
| Macros / saved replies | IncludedProduct feature with a dedicated API endpoint, so saved replies are extractable. | IncludedSnippets. A documented product feature with no endpoint anywhere in the API reference, so saved replies cannot be extracted. |
| Custom fields | Included | IncludedTicket, account, contact and custom object fields, with a custom fields API and custom object events. |
| Custom objects | Included | Included |
| Ticket forms | Included | IncludedCascading forms with conditional field visibility, usable from web, Slack, the API and the customer portal. The form reorder endpoint is standard and enterprise only. |
Routing & automation
| Capability | Pylon | Thena |
|---|---|---|
| Triggers | IncludedDocumented product feature. Absent from the API reference index, so trigger logic cannot be exported. | Not published |
| Workflow builder | Not published | IncludedStandard. The comparison table leaves the Workflows row blank on Starter. |
| Escalation rules | Not published | IncludedEscalation on SLA breach, sentiment or urgency, and rule-based routing of tickets to groups or members. |
AI resolution
| Capability | Pylon | Thena |
|---|---|---|
| Autonomous resolution agent | Not published | IncludedStandard, where AI auto-responses and the AI agent studio appear. Unlimited AI agents are Enterprise. |
| Handoff to human | Not published | IncludedHandoff is one of the agent flow actions, and the AI logs tab records fallbacks to a human when the agent defers on policy or confidence. |
AI assist
| Capability | Pylon | Thena |
|---|---|---|
| Summarization | Not published | IncludedStarter. Listed as "AI ticket summaries". |
| Auto-tagging | Not published | IncludedStarter. Listed as "AI tagging". |
| Sentiment analysis | Not published | IncludedAI prompts on a Slack source predict sentiment and urgency and generate the ticket title and description. |
Knowledge base
| Capability | Pylon | Thena |
|---|---|---|
| Public help center | Not published | IncludedStarter, capped at two help centers per the homepage plan card. The pricing page comparison table prints "Unlimited" and "2" on the Help centers row without aligning either to a column. |
| Custom domain | Not published | IncludedPer help center, with a dedicated custom domain endpoint in the Help Center API. |
| AI answers over KB | Not published | IncludedStandard RAG over uploaded PDFs and DOCX files up to 100MB each, plus public URLs that are crawled to their linked sub-pages. Pages behind a login are skipped. |
Reporting
| Capability | Pylon | Thena |
|---|---|---|
| Raw data export | Not published | IncludedNo tier condition is stated on the export documentation, so it appears to be on every paid plan. |
| Data warehouse sync | IncludedUnknown. No plan table is published. | Not publishedNo warehouse destination is documented. The docs index lists no Snowflake, BigQuery, Redshift or S3 integration and the apps documentation covers Jira, Linear, HubSpot, Salesforce and webhooks only. |
| CSAT / NPS | Not published | IncludedStarter. |
Collaboration
| Capability | Pylon | Thena |
|---|---|---|
| Internal notes | Not published | IncludedPrivate notes plus internal threads, which are separate side conversations on a ticket that sync bidirectionally with a Slack channel. |
Enterprise
| Capability | Pylon | Thena |
|---|---|---|
| Role-based access control | Not published | IncludedThe comparison table prints "Unlimited" and "Limited" on the RBAC row without saying which tier gets which. |
| Custom roles | IncludedUnknown. No plan table is published. | Not publishedFive fixed roles are documented. Nothing describes defining a role of your own, and there is no roles endpoint in the API reference. |
| Audit logs | IncludedUnknown. No plan table is published. | Not publishedA marketing FAQ claims activity is tracked through audit logs. No audit log page exists in the documentation index and no audit log endpoint exists in the API reference. AI logs cover what an AI agent did on a ticket, which is a different thing. |
| HIPAA / BAA | IncludedEnterprise tier only. Verbatim: "We're happy to sign a BAA in the enterprise plan". | Not publishedHIPAA appears nowhere on the security page, in the DPA or in the customer agreement. |
| SOC 2 | IncludedNo gate stated. SOC 2 Type 2, monitored via Vanta. | IncludedNo gate stated. Annual independent third-party SOC 2 Type II audits, monitored with Vanta. |
| ISO 27001 | IncludedNo gate stated. ISO 27001 plus ISO 42001 for AI management systems. | Not publishedNot claimed. SOC 2 Type II is the only certification named on the security page. |
| GDPR | IncludedNo gate stated. DPA available on request. | IncludedNo gate stated. A full DPA is published rather than offered on request, with named EU and UK representatives. |
Developer
| Capability | Pylon | Thena |
|---|---|---|
| REST API | Included | IncludedStandard. The comparison table leaves the API row blank on Starter, prints "Limited" for Standard and "Unlimited" for Enterprise. |
| Webhooks | Included | IncludedStandard. Blank on Starter in the comparison table. |
| App framework | Not published | IncludedCustom apps appear on the Apps row of the comparison table. |
| Published rate limits | Not publishedNo rate limit is stated on the API reference index, the Authentication page or the Errors page. | Included60 requests per minute per user, org and IP on the standard tier, custom on enterprise, with X-RateLimit headers on every response and a documented 429. |
Both entries last checked Sep 9, 2026.
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
What Thena costs
$29/seat/month
3 published plans, billed annually- Billing unit
$29 /user/month - Free tier
No - AI pricing
Not published - Vendor calls it
tickets/month - Human handoff
Not published - Reopened chat
Not published - AI billing window
Not published - Data export
Self-serve - Automation export
Partial
4 of 9 not published by Thena, checked