Platform
SupportWire public chat and embeddable widget now share the same streaming experience — granular status, typing indicators, email/OTP, CSAT, and smoother identify flow.
The public chat page and the embeddable widget in SupportWire now behave like one product.
- Granular streaming status from bot tool calls so customers see progress instead of a spinner
- Typing indicators with the same timing and presence the widget already had
- Email / OTP identification, CSAT, and realtime updates aligned across both surfaces
- Identify that falls back to a guest instead of returning a hard 409 when the customer is new
- Bot avatar stays visible while a reply is streaming
Smaller polish landed at the same time: the email card only appears after the first message (not on open), guest token storage survives config-only refreshes, and userExternalUserId is correctly forwarded in the initial iframe config.
Also in this update
- Apple-inspired design polish across webapp and widget (press feedback, materials, spatial motion, safe areas)
- PostHog analytics and a session-recordings panel in the conversation view
- Widget can open directly on a conversation an agent starts from the dashboard
- Integration fetches are gated on connected providers; logos are shared consistently