Hiver : Modern AI Customer Service for Shared Inbox and Automation
Hiver: in summary
Hiver is a cloud‑based, AI‑enhanced customer service platform designed to streamline support workflows for teams of all sizes, across industries such as SaaS, logistics, manufacturing, education and more. Built to integrate seamlessly with email environments like Gmail (and Outlook), it enables support‑ and operations‑oriented teams (e.g., support agents, team leads, managers) to:
- manage customer conversations across channels,
- automate repetitive tasks,
- collaborate internally,
- and measure performance.
Key differentiators include its tight integration with familiar inbox interfaces, its AI‑powered features (for drafting replies, tagging, routing and summarizing), and its shared‑inbox / omnichannel architecture that supports email, live chat, WhatsApp, voice and social.
What are the main features of Hiver?
Omnichannel shared inbox
This feature enables your team to view and manage all customer‑communication channels (email, live chat, WhatsApp, voice, social) inside a unified inbox, rather than switching between tools. It’s useful because it centralizes visibility, assigns ownership, avoids missed messages and keeps conversations consistent.
- A support team handles enquiries from support@ and WhatsApp and web‑chat from one panel.
- Assigning ownership to ‘info@’ or ‘sales@’ queries by agent or skill.
- Viewing at a glance which tickets are open, pending or closed across channels.
AI Copilot & automation
Hiver offers AI‑driven tools such as automatic reply drafting, sentiment detection, smart tagging/routing, summarization of past context and predictive insights. Additionally, workflow automation (rule‑based) handles triage, prioritization, escalation or SLA escalation alerts. These features reduce manual effort, speed up responses and help enforce service consistency.
- Automatically assign new tickets from “help@” flagged as “urgent” to senior agents.
- Use AI to generate an initial reply‑draft based on past similar tickets, which the agent edits and sends.
- Detect high sentiment negative messages and flag for escalation.
- Set up SLA rules that send reminder alerts when resolution time is close to violation.
Collaboration and internal coordination
Hiver provides shared drafts, private notes, @mentions, and collision alerts (to prevent two agents replying the same conversation) so that agent collaboration is efficient, transparent and avoids duplication. This is especially useful for teams working in the same inbox or across geographies/time‑zones.
- Agent A leaves a private note: “Waiting on engineering team response” and assigns the ticket to Agent B when ready.
- Two agents working in the same inbox: collision alert warns if both open the same conversation at the same time.
- Use shared templates/drafts for replies to common issues, with team amendments layered in.
Analytics, SLAs & performance tracking
The platform offers dashboards and reports capturing key support metrics (response time, resolution time, CSAT scores, workload, ticket volume, agent performance), as well as SLA‑monitoring functionalities and dashboards for monitoring trends. These allow support managers to make data‑driven decisions about staffing, process bottlenecks and customer satisfaction.
- Monitoring weekly average first‑response time and identifying agents falling behind.
- Tracking CSAT survey results per channel and identifying drop in satisfaction in live‑chat vs email.
- Setting up SLA rules (e.g., “all tickets must be resolved within 24 hours”) and receiving alerts when near violation.
Integrations and ecosystem support
Hiver connects with more than 100 other applications, including CRM, project management, analytics and collaboration tools (e.g., HubSpot, Salesforce, Jira, Slack, Zapier) which allows teams to bring customer context into support workflows and automate hand‑offs between systems.
- A support ticket auto‐creates a task in Jira for engineering when tagged “bug” and is visible in Hiver.
- Slack notifications send alerts to a team channel when an SLA breach is imminent.
- Integration with CRM ensures that when a customer’s record is updated in HubSpot, relevant support tickets in Hiver show the updated context.
Why choose Hiver?
- Rapid adoption and minimal training: Because Hiver overlays or integrates directly with familiar inbox environments (Gmail / Outlook), teams experience a faster onboarding curve and minimal context‑switching.
- Unified customer support across channels: Unlike some tools that focus solely on email or chat, Hiver supports email, chat, WhatsApp, voice and more, enabling a truly omnichannel support operation.
- Strong automation and AI support: The AI Copilot and automated workflows allow support teams to scale their operations and focus on higher‑value tasks rather than manual processes.
- Transparent team collaboration and ownership: With features like shared drafts, collision detection and notes/mentions, Hiver promotes clarity in who is doing what, reducing duplication and missed work.
- Robust analytics and SLA compliance: With built‑in dashboards and SLA alerting, support managers have visibility into performance, can enforce service standards and optimise staffing or processes proactively.
Its benefits
Email Delegation and Tracking
Shared Inbox for Team Collaboration
Enhanced Customer Support and Feedback Management
Its disadvantages
Gmail is necessary to get benefits from the use of Hiver
Appvizer's opinion
Through our testing, we have found Hiver to be an efficient all-in-one solution for team collaboration and communication.
Its standout feature is the seamless integration with Gmail, making it a natural extension for existing workflows. As a full-remote company, we use Gmail on a daily basis to communicate, and Hiver really makes collaboration more smooth and hassle-free.
Also, Hiver's advanced email management tools, coupled with automation capabilities, significantly reduces our manual tasks. In addition, the multichannel support and integration features ensure that we can handle diverse customer interactions smoothly. The analytics functionality gave us deep insights into performance metrics, so we can improve our decision-making processes.
For a Gmail-centric team like Appvizer, Hiver offers an unparalleled blend of functionality and convenience!
Hiver - Shared Labels to sort emails 
Hiver - Centralize emails & vizualize with tags 
Hiver - Assign emails to teammembers 
Hiver - Add comments for internal collaboration Hiver: its rates
Hiver offers 3 pricing plans per user, based on the type of features you are looking for, the type of company and the number of shared inboxes you wish for.
- Lite plan at $15 includes basic email management features ideal for teams needing a simple shared inbox solution :
- 2 shared inboxes,
- live chat,
- a knowledge base,
- light automation and analytics,
- integration capabilities, etc.
- Pro plan at $49 is suitable for growing teams requiring more sophisticated tools, expanding on Lite by offering :
- 5 shared inboxes,
- chatbots,
- more advanced automation and analytics,
- custom reports,
- SLA reports,
- additional integrations like Salesforce and Zapier, etc.
- Elite plan at $79 is designed for large teams with high-volume email management needs, offering more features :
- unlimited shared inboxes,
- skill-based assignment,
- HIPAA compliance,
- dedicated success manager,
- Okta app integration, etc.
If you need more than proposed, they provide you with a customized quote.
Pricing listed in March 2024.
standard
Rate
On demand
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Hiver: the complete test
With such a wide range of features, Hiver is definitely tailored to all types of companies.
For a company with many teams and working remotely, versatility and smooth communication are therefore particularly appreciated.
Our test emphasizes 3 main features.
Shared Inbox for Team Collaboration
Hiver revolutionizes the way we handle emails by introducing shared inboxes directly in Gmail. This feature eliminates the need for cc/bcc or forwarding emails, thereby simplifying internal communications.
Instead of having emails scattered across individual inboxes, a shared inbox brings them all into a central place. This makes it easier for us to manage and respond to emails collaboratively. Additionally, all team members with access to the shared inbox can see which emails have been responded to and which are pending. This provides a transparent view of the workload and helps in better distribution.
We are also able to write notes alongside emails, which improves our internal communication and drastically reduces clutter.
In addition, using tags makes the categorization process easier, which leads to a more efficient and quick tracking of emails.
Email Delegation and Tracking
The email delegation and tracking feature enhances our productivity as a team, we are managing more efficiently our email boxes and our communication.
Team leaders and members can assign emails to specific users directly within Gmail. This process is similar to assigning tasks, where each email becomes the responsibility of the designated team member.
Once an email is assigned, it’s clear who is responsible for responding. This eliminates confusion and ensures that no email is overlooked or answered twice. Delegated emails can be moved out of the main inbox to the assigned person's inbox, helping to keep the main inbox less cluttered and more manageable.
Hiver allows us to track the status of each email. For instance, we can see whether an email is open, pending, or closed. This feature provides a clear overview of the workflow and helps in monitoring progress.
Finally, we can set up rules to automatically route certain types of emails to specific team members or groups. This automation saves time and ensures the right person is handling the email.
Analytics and Reports
Data-driven insights are crucial for optimizing team performance, and Hiver offers comprehensive analytics and reporting tools. These features provide us with an in-depth understanding of how our team handles email communication.
We have metrics to evaluate team performance, such as the response time, the resolution time, or the email volume. Thanks to those, we can track how quickly our team members respond to emails, which gives room for improvement in customer support and internal communication efficiency.
We also took a look at bottleneck identification, as Hiver helps in identifying bottlenecks in the email management process. We can understand how our traffic goes, as it could be related to specific types of queries, times of day with high email volumes, or particular team members needing support.
With customizable reports, we focus on the metrics most relevant to our team’s objectives. The timeframe can be customized, select specific metrics, and choose the format of the report.
Overall, Hiver's analytics and reports feature is a powerful tool to monitor, analyze, and optimize email communication processes. By having access to detailed data, we improve the decision-making process, adjust our strategies, and improve overall productivity.
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