Symptoms
- A Pylon conversation or ticket does not receive the expected recording or context.
- A recording or notification appears more than once.
- Delivery status is unclear after a support workflow.
- The source meeting is still processing when Pylon delivery is expected.
Most common causes
- Pylon API key, queue, account, or destination mapping is incorrect.
- The source meeting, transcript, or recording asset is not ready yet.
- A delivery job retried after a transient failure.
- Multiple rules or workflows point at the same destination.
What to check
- Confirm Pylon is connected with the intended workspace/API configuration.
- Check the queue, destination, account, or issue mapping used by the workflow.
- Verify the meeting has a ready recording/transcript asset before retrying delivery.
- Check whether another automation or delivery rule targets the same Pylon destination.
- Capture the affected Pylon destination and meeting/time window without copying private message contents.
Resolution steps
- Retry only after confirming the source asset is ready and the destination mapping is correct.
- If duplicate delivery occurred, pause broad retries until the duplicate source is identified.
- Test with one known meeting or workflow before re-enabling a wider queue.
- Treat queue health and destination mapping as separate checks.
When to contact support
- Contact support when Pylon is connected, the destination is correct, the source asset is ready, and delivery is still missing or duplicated.
- Include the Ergo workspace, Pylon destination type, source meeting or workflow, delivery time window, and whether it was missing, duplicated, or delayed.
- Keep examples generalized and avoid sharing sensitive customer content in support requests.