Platform
SupportWire now lets you connect external data sources into conversations and surfaces Instagram handles and identifiers so agents always know who they are talking to.
Two high-leverage improvements landed together in SupportWire.
Data connectors let you bring structured data from outside SupportWire into the conversation experience. Agents and automations can now see context that lives in other systems without leaving the inbox.
Instagram conversations now display handles and identifiers cleanly. Replies sent natively from the Instagram app are synced back into SupportWire. Activity actors also render the provider name when a change was driven by an integration, so the timeline stays honest.
Also in this update
- Secure HMAC encoding for the SupportWire widget
- GA4 sign_up tracking for Google Ads conversion import
- Activity rendering no longer crashes when two links share the same provider
- Conversation integration fetches are gated so disconnected providers stay quiet