Hiver is the modern AI customer service platform built for fast-moving teams. It helps businesses deliver stellar service across channels like email, chat, WhatsApp, voice, SMS, and social; all from one intuitive interface. Unlike legacy helpdesks with clunky UIs and long onboarding cycles, Hiver is simple to adopt yet powerful enough for complex support operations.

AI sits at the core of Hiver. Intelligent agents automate the busywork across the entire support lifecycle; triaging, routing, drafting replies, extracting details, doing quality checks, syncing with external tools, and providing real-time insights. 

What are the main features of Hiver?

Omnichannel Ticketing

Hiver allows your team to manage customer support across email, live chat, WhatsApp, voice, SMS, Facebook, Instagram, and other channels from one unified interface. This removes the need to switch between tools and gives you a complete, 360-degree view of every customer conversation.

You can assign ownership, track statuses, and maintain full visibility into each conversation. Every ticket includes status, history, and internal notes, making it easy to understand who is handling it and what progress has been made.

Tags and custom fields help you triage and prioritize work effectively. You can route conversations to the right team members and add details such as priority, ticket type, due date, or SLA targets. These fields can be filtered and sorted to create focused views like “High priority,” “VIP customers,” or “Needs follow-up.”

Internal collaboration

Hiver makes it easy for teams to work together on customer conversations without losing context across email, Slack, or other siloed tools.

• Notes: Use notes and @mentions to loop in teammates, request approvals, or share context directly within the ticket. For example, an agent handling a billing issue can tag a colleague in Finance for confirmation, get the information they need, and then reply to the customer without switching tools.

• Shared drafts: Agents can co-edit responses before sending them, ensuring accuracy and alignment.

• Collision detection: Hiver alerts you when multiple agents are responding to the same conversation, preventing duplicate replies and confusion.

• Collaborators: Invite non-Hiver users as guests to contribute to customer conversations when needed.

Analytics, SLAs, and performance tracking

Hiver allows you to set SLAs for both response and resolution times. Teams receive instant alerts when deadlines are approaching or have been breached, helping teams stay proactive.

Hiver Analytics provides clear visibility into team performance and essential support metrics, including:

• New conversations: Track incoming tickets by volume and channel.

• First response time: Monitor how quickly customers receive an initial reply.

• Resolution time: See how long it takes to fully resolve a ticket.

• SLA performance: Identify conversations that are on track or at risk.

• Workload distribution: Understand ticket load by agent, queue, or tag.

• CSAT: Measure customer satisfaction through post-conversation surveys.

You can combine multiple metrics into custom dashboards for a comprehensive view of performance. Filters allow you to analyze data by channel, tag, assignee, queue, timeframe, or custom fields such as account tier or due date. You can also schedule automated exports of reports or specific metrics whenever needeed. 

Integrations and ecosystem

Hiver connects with 100+ apps so agents can access customer context and act on it without switching screens. You can read, update, or create records in external tools directly from within Hiver, keeping workflows fast and consistent.

Real-world examples:

• Hiver + Salesforce: Agents see full account history from Salesforce and can respond to customers instantly with accurate context.

• Hiver + HubSpot: When a customer emails about a refund, Hiver identifies the account owner in HubSpot and routes the request automatically. It can also add tags or drop it into the right queue using HubSpot fields or simple mapping rules.

• Hiver + Jira: If a customer reports a bug, agents can link or create Jira issues without losing track of the customer conversation. Engineering gets complete context immediately.

• Custom Integrations: Using niche tools? Hiver’s Zapier integration and open APIs let you connect any app and build any workflow you need

Hiver AI

Hiver AI works across the entire support lifecycle. It automates repetitive work, understands context, drafts accurate replies, and helps teams resolve issues faster. 

• AI Copilot supports agents in real time by searching across SOPs, help articles and past conversations. It drafts on-brand replies, rewrites messages, and summarizes long threads.

• AI Agents automate heavier operational workflows. They can answer common customer questions, detect intent, identify sentiment, route conversations to the right teams, extract structured data like order IDs, and even execute multi-step tasks such as tagging, sending updates, issuing refunds, or syncing data to external systems.

• AI Insights surfaces patterns that need attention, gaps in your knowledge base, emerging customer issues, churn signals, and more.

• AI QA automates quality assurance across all conversations. Smart QA scores tickets on tone, accuracy, clarity, and professionalism so leaders can coach agents based on complete, reliable data.

Why choose Hiver?

• Quick, easy adoption with minimal training - Hiver is simple to set up and intuitive to use. Teams can get started in minutes, not months, and require very little training to become fully productive.

• Powerful yet effortless to use - Hiver combines depth and usability. It offers advanced features and flexibility for complex support needs, while ensuring a modern, clean interface that teams enjoy using.

• AI at the core of the support experience - AI is foundational in Hiver. You can deploy intelligent AI agents in minutes to automate busywork across the support lifecycle. This helps support teams focus more on building customer relationships and less on operational tasks. 

Reliable, human-led support - Hiver provides 24/7 human support and personalized onboarding across all plans at no extra cost. You always have real help available whenever you need it.