Platform
SupportWire Knowledge Capture now offers auto-capture or 👀-reaction mode per Slack channel. Authors are attributed correctly and the Knowledge Store detail view is sharper.
Turning good Slack answers into lasting knowledge in SupportWire is now more intentional — and more visible.
Knowledge Capture supports two modes per channel:
- Auto — every qualifying message is captured
- Reaction — only messages that receive a 👀 reaction are captured
Multiple SupportWire orgs can share one Slack workspace by channel. The author name is resolved and stored so attribution stays accurate.
The Knowledge Store detail view also received a polish pass: excerpts, word counts, last-synced timestamps, source-site favicons on every page row, and Notion sources that link to the real notion.so URL.
Also in this update
- Procedure fallback editor field so agents have a graceful path when a procedure cannot run
- SettingsFormBuilder migrations and a cleaner settings information architecture
- Salesforce case status badge and Contact URL in customer / conversation panels
- Widget design polish: empty state, type scale, bubbles, flat header, circular org avatars