An AI-powered✦ customer service
platform for teams of all sizes
Trusted by 10,000+ teams globally
All the features you need to
deliver excellent support.
Hiver AILeverage Hiver AI to assist agents, automate workflows, and unlock insights that help you scale customer service.
Add-on
FREE
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Multi-channel shared inboxesManage all your support channels seamlessly from your inbox.
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TicketingOrganize and track emails as tasks and drive visibility into your team's workload. Includes features like:
- Tags, notes, views and conversation IDs
- Email templates with attachments
- Send later, recent conversations and conversation followers
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Live chat, WhatsApp & VoiceSupport your customers on their preferred channel.
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Knowledge BaseEmpower your customers to self-serve and deflect repetitive queries to a centralized library of help articles.
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Team collaborationWork together as a team with features such as:
- Notes, @mentions and permalinks
- Collision detection
- Shared drafts
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Slack integrationIntegrate Slack with Hiver to receive real-time notifications for key events—like when you're assigned an email, receive a note, or a new message arrives in a shared mailbox.
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24*7 email and live chat supportHiver provides continuous, around-the-clock assistance through chat and email, ensuring timely help for any user inquiries or issues.
LITE
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Customer portalEnable your customers to track and raise issues by building a portal for your brand.
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Workflow automationsBuild rule-based automation with:
- Triggers like new conversations, mailbox reply
- Conditions like from/to/CC, tags
- Actions like assigning/updating status, assigning among, sending a reply, etc.
- Approval workflows
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Round-robin auto-assignmentAuto-assign incoming emails in a round-robin fashion among your team members.
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Service level agreementsEnsure customer contracts and business goals are met through defined resolution times.
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Custom fieldsAdd custom data points to every conversation to use in reporting, automation workflows and the API.
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Approval workflowsEnsure faster approvals on requests from customers, vendors, or employees from the comfort of Gmail. Simplify approval workflows.
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Analytics for conversation dataGet insights about your team's workload and performance, in terms of the conversations being handled.
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Essential integrationsOut of the box integrations with apps like Asana, Jira, QuickBooks.
GROWTH
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Analytics for team performanceGet actionable insights with user, tag, and contact reports.
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Custom reportsCustomize reports of all types to meet your business reporting needs.
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Advanced integrationsEnhance your workflow by using Zapier to integrate Hiver with thousands of the most popular apps.
PRO
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ChatbotsMaximize the potential of your Live Chat with Chatbots to speed up responses and improve agent productivity.
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CSAT surveyMeasure and boost customer satisfaction and engagement by:
- Running CSAT surveys
- Creating rule-based automation with CSAT ratings received
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Business hoursSet Business hours for your shared mailbox to track SLAs accurately during your team's operating hours.
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Advanced analyticsGet access to advanced features to analyze performance using:
- SLA reports
- CSAT reports
- Custom dashboards
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Scheduled data exportsPull instant or schedule reports for weekly, monthly or annual team performance.
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Premium integrations & API accessBuild custom integrations with tools and apps of your choice.
ELITE
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Skill-based routingAutomatically assign conversations to team members based on their skill-set. For ex: emails containing the word ‘Reimbursement’ will be assigned only to the payroll specialists in the Finance team.
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Custom rolesCreate and assign tailored roles with specific permissions to fit your team's unique workflow needs.
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HIPAA complianceHiver ensures the confidentiality and security of patient healthcare information.
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Single sign-onSimplify access management with the convenience of single-sign-on functionality powered by Okta app integration.
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Additional success servicesGet a customer success manager who will help and guide you to maximize value from Hiver platform including premier onboarding.
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Custom build hoursGet help with custom API and integration development.
FREE
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Live chat widgetEngage with website visitors in real-time via live chat.
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Unlimited usersAdd as many team members as you need without restrictions.
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Knowledge Base integrationConnect your Knowledge Base to live chat for instant self-service support.
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TicketingOrganize and track website chats as tasks and drive visibility into your team's workload. Includes features like:
- Tags, views, and conversation IDs
- Chat templates
- Recent conversations and conversation followers
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Team collaborationWork together seamlessly with real-time collision alerts, avoiding duplicate efforts on the same query.
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Missed chat alertsGet notified instantly when a chat goes unanswered.
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Business hoursSet Business hours for your Live chat to ensure your team's operating hours.
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Unavailability settingsUse the Hiver chat contact form to enable your website visitors to send you email queries when your team is offline.
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Pre-chat formCollect visitor's contact information such as name, email, and phone number before they start their first chat, ensuring smooth follow-ups.
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24*7 email and live chat supportHiver provides continuous, around-the-clock assistance through chat and email, ensuring timely help for any user inquiries or issues.
PRO
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ChatbotsStreamline handling common queries to boost response speed and enhance agent productivity
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CSAT surveyMeasure and boost customer satisfaction and engagement by:
- Running CSAT surveys
- Creating rule-based automation with CSAT ratings received
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Chat contact us formUse the Hiver chat contact form to enable your website visitors to send you email queries when your team is offline.
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Chat transcriptsAccess chat transcripts for cross-team collaboration or send transcripts to visitors for easy reference after a chat.
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Live Chat auto-assignmentAllocate live chat inquiries among team members for balanced workload distribution and prompt customer service response.
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AnalyticsGet actionable insights about your team's workload and performance with user, tag, and contact reports. Analyze team performance using:
- CSAT reports
- Custom dashboards
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AI OpenersGet up to three response suggestions when customers start a chat. Begin conversations quickly with thoughtful replies.
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Custom rolesCreate and assign tailored roles with specific permissions to fit your team's unique workflow needs.
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Single sign-onSimplify access management with the convenience of single-sign-on functionality powered by Okta app integration.
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Additional success servicesGet a customer success manager who will help and guide you to maximize value from the Hiver platform including premier onboarding.
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Custom build hoursGet help with custom API and integration development.
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Enterprise security standardsCompliant with GDPR, SOC 2, HIPAA, etc. to safeguard your data.
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HIPAA compliance add-onHiver ensures the confidentiality and security of patient healthcare information.
Hiver AI
Meet Hiver AI, your smart teammate
for all customer service touchpoints.
AI Copilot
Assist your team with contextual guidance in every conversation.
- AI SummarizerTurn long email threads into crisp summaries so agents can catch up faster.
- AI ComposeAdjust tone, grammar, and content to sound more empathetic, confident, and concise — all based on your brand tonality.
- Ask AIComing soonFetch answers and next-best steps from your help center, SOPs, or past emails so you can respond and resolve faster.
- AI Suggested ResponseComing soonGet ready-to-send reply suggestions based on email context and knowledge base.
AI Agents
Have AI autonomously carry out key actions without human intervention.
- AI TaggingAutomatically categorize conversations by topic or type to improve routing and analytics.
- AI Sentiment AnalysisDetect tone and emotional signals to prioritize at-risk customers.
- AI ExtractPull structured info like order IDs or invoice amounts from emails into custom fields.
- AI AnswersComing soonInstantly answer common questions like order status, password resets, or basic policy inqueries — with no agent action required.
- AI AutomationComing soonTrigger workflows based on tags, sentiment, or keywords, without manual setup.
Compare plans
Elite
Multi-channel engagement
Live Chat
Answer all customer queries in minutes instead of hours with Hiver Live Chat, and manage these chats right inside Gmail.
Add WhatsApp as a support channel using Hiver. Manage all incoming queries on WhatsApp without leaving your inbox.
External Knowledge Base
Create help articles so users can find answers on their own.
* You can set up either an internal or an external knowledge base at a time.
Internal Knowledge Base
Let your teams securely share and access sensitive documents internally.
* You can set up either an internal or an external knowledge base at a time.
Voice Call Support
Create and manage voice as a support channel that allows you to track and make calls* right inside Gmail.
Customer Portal
Simplify how your customers submit issues and track its resolution status.
Ticketing
Tags, Notes and Conversation IDs
Efficiently categorize and access business communication by using Email Tags for type and priority, with @mentions instead of CCs and forwards, and track conversations with unique Conversation IDs.
Email Templates
Save canned responses as email templates. Share them with your team and help them provide faster, more consistent responses.
Recent Conversations
Get context on historic conversations your team has had with customers, employees, partners and more. Use this information to understand them better and craft personalized responses.
Private Inbox Views
Categorize conversations using Email Views. Use a combination of filters to bucket email conversations and save them for quick access.
Shared Inbox Views
Create and save your custom filter combination as a Shared Inbox View, share this tailored view with your team for streamlined collaboration.
Out of Office
Enable team members to schedule and manage their availability, ensuring new email conversations are unassigned during their absence for seamless workflow continuity.
Conversation Followers
Follow email threads of interest to stay on top of critical customer issues and conversations.
Live Chat
Chat Contact Us Form
Use Hiver chat contact form to enable your website visitors to send you email queries when your team is offline.
Chat Transcripts
Access chat transcripts for cross-team collaboration or send transcripts to visitors for easy reference after a chat.
Live Chat Auto-Assignment
Allocate live chat inquiries among team members for balanced workload distribution and prompt customer service response.
Chatbots
Unlock 24X7 support with Chatbots to reduce agent workload and enhance CX.
Team Collaboration
Collision Detection
Avoid email duplication. Ensure no two team members work on the same query.
Shared Drafts
Collaborate on email responses in real time by sharing drafts with the team to figure out the best responses for your customers.
Approvals
Ensure faster approvals on requests from customers, vendors, or employees from the comfort of Gmail. Simplify approval workflows.
Collaborators
Collaborate with co-workers from teams outside your shared mailbox, on both internal and external queries.
Permalinks
Share emails with your teammates or other departments through private and public permalinks. Control accessibility with just a few clicks.
Automation
Autoresponder
Enable automatic email responses based on specific conditions to provide immediate acknowledgments or guidance.
Email Body Search
Set up trigger conditions based on the content in the email body to make automations more contextual.
Workflow Automations using Custom Fields
Create rule-based automation workflows using custom fields as inputs in triggers, conditions, and actions.
Auto Assignment (Round-robin)
Leverage Hiver’s powerful rule-based automations and automate mundane and repetitive tasks for your help desk.
Assignment Limits for Round-robin
Define an ‘Assignment Limit’ to prevent overloading of your team members.
Skill-based Auto-assignment
Automatically assign conversations to team members based on their skill-set. For ex: emails containing the word ‘Reimbursement’ will be assigned only to the payroll specialists in the Finance team.
Hiver AIAdd-on
AI Summarizer
Turn long email threads into crisp summaries so agents can catch up faster
AI Compose
Adjust tone, grammar, and structure to sound more empathetic, confident, and concise — all based on your brand tonality.
Ask AI (Coming soon)
Fetch answers and next-best steps from your help center, SOPs, or past emails so you can respond and resolve faster.
AI Suggested Response (Coming soon)
Get ready-to-send reply suggestions based on email context and knowledge base.
AI Tagging
Auto-categorize emails by topic or type to improve routing and analytics.
AI Sentiment Analysis
Detect tone and emotional signals to prioritize at-risk customers
AI Extract
Pull structured info like order IDs or invoice amounts from emails into custom fields.
AI Answers (Coming soon)
Instantly answer common questions like order status, password resets, or basic policy inqueries — with no agent action required.
AI Automation (Coming soon)
Trigger workflows based on tags, sentiment, or keywords, without manual setup.
AI Thank you Detector
Detects closure phrases like “Thanks” or “Noted” and auto-closes resolved conversations.
Analytics
Analytics for Conversation Data
Track and analyze the conversations handled by your team.
Analytics for User and Tag Data
Create performance reports and real-time dashboards segmented by users and tags.
Custom Reports
Start from scratch or build on pre-built reports to analyze your team’s performance.
Scheduled Data Reports/Exports
Pull instant or schedule reports for weekly, monthly, or annual team performance.
Custom Dashboards
Create dashboards to derive insights from real-time and interactive data visualizations.
Analytics for Custom Fields
Use custom fields to analyze your conversations, create custom reports and more.
CSAT
CSAT Surveys
Capture feedback with customer satisfaction (CSAT) surveys.
Analytics for CSAT Surveys
Analyze the satisfaction of your customers through reports.
Automation using CSAT Ratings
Create rule based automations using CSAT ratings received to improve customer engagement.
Integrations and API
API and Access
Developers and admins can use Hiver APIs to build custom integrations with tools and apps of their choice.
Asana
Experience Asana’s project management functionalities within Gmail - collaborate on tasks, add context, and get complete visibility into task status.
JIRA
Enable teams to manage JIRA projects from Gmail. Contextualize, track and maintain visibility into issues linked to customer conversations.
Slack
Communicate and collaborate with ease. Receive essential updates with Hiver’s Slack Integration.
QuickBooks
Add, view, and track invoices in QuickBooks, from the comfort of Gmail. Ensure smoother management of invoices.
Salesforce
Assign conversations accurately based on Salesforce CRM data and save the time and effort spent in manual email delegation.
Zapier
Build smart workflows and automate daily tasks by integrating your favorite apps using Zapier with Hiver.
Okta Integration (Single Sign-on)
Okta’s integration with Hiver allows admins to automate user lifecycle management and ensure smoother access management.
Hiver for Mobile
Hiver Chat for Android and iOS
Handle your chat queue while you are on the go with the Hiver Chat app
Hiver for Android and iOS
Handle your email queue while you are on the go with the Hiver mobile app.
SLA and Business Hours
SLA Violation
Monitor SLA violations to ensure your team meets response and resolution deadlines.
1 Policy
2 Policies
unlimited
unlimited
SLA Reminders
Address customer conversations timely with SLA-based reminders. Quickly access overdue & due soon conversations in a few clicks.
Business Hours
Set Business Hours for your shared mailbox to track SLAs accurately during your team's operating hours.
SLA Reports
Track by comparing SLA statuses, identifying First Response and Resolution Times, and quickly accessing overdue or imminent conversations.
Usage Limits
Tags
Turn emails into actionable tasks, give them designated owners, and deliver lightening-fast support.
1 per account
unlimited
unlimited
unlimited
unlimited
Email Templates
Turn emails into actionable tasks, give them designated owners, and deliver lightening-fast support.
1 per account
unlimited
unlimited
unlimited
unlimited
Shared Email Inbox
Turn emails into actionable tasks, give them designated owners, and deliver lightening-fast support.
1
2
3
5
unlimited
Shared Labels
Categorize your shared inbox or selectively share emails within your team.
10
50
50
unlimited
Users
The maximum number of users that can simultaneously access and manage a single shared inbox.
unlimited
10
unlimited
unlimited
unlimited
Email Aliases
Users can send emails from multiple aliases via a single Gmail account, offering flexibility for different departments.
1 per Shared Mailbox
1 per Shared Mailbox
unlimited
unlimited
unlimited
Rule-based Automations
This limit defines the number of rule-based automations you can create at an account level.
10
15
20
unlimited
Custom Fields
Easily collect information from conversations using predefined field types(dropdowns, text, numbers, and dates). Use this information to categorize and analyze conversations.
2
5
10
unlimited
Custom Roles
Create and assign tailored roles with specific permissions to fit your team's unique workflow needs.
6
External Knowledge Base
Create help articles so users can find answers on their own.
50 articles
unlimited
unlimited
unlimited
unlimited
Hiver Customer Support
24x7 Email Support
Hiver provides continuous, around-the-clock assistance through chat and email, ensuring timely help for any user inquiries or issues.
24x7 Chat Support
Hiver provides continuous, around-the-clock assistance through chat and email, ensuring timely help for any user inquiries or issues.
Onboarding Assistance
Hiver provides users with complimentary onboarding assistance for seamless integration and effective use of its features.
Dedicated Success Manager
Hiver provides personalized support with a dedicated success manager ensuring your team effectively uses all the features.
Book a Call with Hiver Support Team
Customers on the Elite plan can immediately book a 30-minute call with Hiver support from under Hiver settings.
Quarterly Team Training
A quarterly training program aimed at improving team skills and knowledge to use Hiver.
Custom Build Hours
Allocated time for developing specific client or project needs.
Security
GDPR
Ensures privacy and protection of EU citizens' personal data.
ISO/IEC
International standard for information security management systems.
CCPA
Protects the personal information of California residents.
SOC2 Type II
Audits operational and security processes against specific criteria.
HIPAA
Ensures the confidentiality and security of healthcare information.
Frequently Asked
Questions
Is there a free version of Hiver?
Hiver has a free plan that comes with unlimited users and is ideal for teams who want basic triage capabilities to deliver stellar service across email, chat, WhatsApp, and voice.
How does the 7-day free trial work?
When you sign up, you instantly get access to our Elite plan for 7 days. We will email you when your trial expires. You can then select a plan and pay by credit card to purchase the product. If you choose not to continue, your account will be suspended.
Do I need a credit card to sign up?
No, you do not. You will only be required to input your credit card information when you upgrade to a paid subscription.
Which features can I use during the trial?
During your trial, you will have full access to the Elite plan without any limits and 24/7 priority support so you can experience the best of Hiver.
What happens at the end of my trial period?
If you do not upgrade your Hiver account during your trial period, your account will be suspended at the end of your trial. You can then either choose the free plan or re-activate your account by upgrading within 7 days from the date of the end of your trial.
I’m still evaluating Hiver. Can I request an extension of my trial?
Yes, just write to us at support@hiverhq.com, and we’ll be happy to extend your trial to support your evaluation.
Can I pay for Hiver monthly?
Yes, all plans can be purchased month-to-month without a yearly contract. However, we urge you to take advantage of the annual discount to save up to 20% on your subscription cost.
Does Hiver offer discounted plans to nonprofits and NGOs?
Hiver is a proud supporter of organizations that do great things around the world. That’s why we offer discounted pricing for qualified nonprofit organisations. Schedule a demo to learn more about our pricing.
I’m migrating from another help desk to Hiver. Do you help with that?
Absolutely! We’ll help you migrate your data at no extra cost. Schedule a demo to see how we can assist with the migration.
How secure is Hiver?
Protecting your data’s confidentiality, integrity, and availability is central to our mission. Hiver is GDPR, SOC 2 Type II, ISO 27001, CCPA, and HIPAA compliant.
How do I import my existing emails to my Hiver shared inbox?
You can import up to 50 emails when setting up a Shared Inbox. Need to import more? Just write to us at support@hiverhq.com, and we’ll help you with the process.
Do I need to pay for all my Google or Outlook account users?
No. You just pay for the users you enable to access Hiver. You can control this from within Hiver and change the users anytime. If you add new users to your Google or Outlook account, you can easily add them to Hiver.
Do you have any mobile apps?
Yes, the platform is available on both iOS and Android devices. You can download them from the Apple or the Google Play Store. Learn more here.
What does the $20/user/month AI add-on include?
The AI add-on includes full access to all current Hiver AI features — including AI Compose, AI Summarizer, AI Tagging, AI Sentiment Analysis, AI Suggested Responses, AI Thank You Detector, Ask AI, and AI Extract.
How do I purchase the Hiver AI add-on?
The Hiver AI add-on is currently available for offline purchase through your Account Manager, CSM, or Sales. Once requested, the add-on will be activated and billed along with your Hiver subscription. Talk to sales
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