Hiver: AI-powered customer service platform
Hiver manages customer support conversations, cross-team work and AI-assisted actions in a shared queue. Its official overview describes email, chat, Slack and other channels, together with connected business data. It offers Hiver Omni as a dedicated support platform and Hiver in Gmail for teams that want a Gmail-native helpdesk.
Keep ownership and context together
The shared-inbox page describes assigning requests, routing them to owners and tracking status through resolution. Teammates can use private notes, conversation history and Slack threads to preserve context during a handoff.
Hiver also surfaces data from connected systems such as a CRM or issue tracker within the request. Decide which account information support staff need before enabling a connection. A central view does not remove the need to limit access to sensitive customer records.
Its Slack support page explains rules for choosing which messages become tracked conversations. Mentions, channels, keywords or context can determine what enters the queue, rather than turning every message into a ticket.
Define what AI may resolve
AI Agents follow procedures defined by the team and can retrieve information or act across connected systems. The product's examples include investigating a login issue and handling a refund. They describe intended workflows, not actions tested for this article.
Copilot supports requests that still need human judgment. It can surface context, draft replies and take approved actions. Review an answer against the customer's actual account and current policy before sending it.
The live-chat documentation says teams decide what agents can resolve independently and where approval or escalation is required. Start with a narrow procedure and check both successful resolution and a handoff. A source-grounded response can still misinterpret a policy or propose the wrong account change.
Review quality and access conditions
Hiver describes AI QA against team-defined standards, conversation analysis and customer-health indicators. It also lists observability for the steps an agent takes. Use those records to investigate an error, rather than treating an AI grade as proof of a correct response.
The captured pages offer a trial and mention a Free plan, but do not establish a complete price schedule, AI allowance or feature-by-plan comparison. Confirm those details for Omni or Gmail before migrating a support operation.
Publisher testimonials and faster-resolution percentages do not establish performance for your queue. This overview describes Hiver's documented support workflow without claiming a deployed integration, tested refund or independently audited security outcome.