Hiver capabilities

AI Agents autonomously handle multi-step customer support tasks across channels; AI Copilot assists human agents with suggested replies, summaries, and context during live conversations.

Dashboards and reports covering conversation volume, response times, agent performance, SLA compliance, and customer satisfaction to help team leads manage support operations.

Rule-based and agentic automation that routes, assigns, tags, and escalates support emails based on conditions — reducing manual triage for customer-facing teams.

Native connectors to CRMs, project management tools, e-commerce platforms, communication apps, and automation platforms, plus a custom API for bespoke connections.

Internal and external knowledge base for storing SOPs, FAQs, and troubleshooting guides that agents can reference during support conversations and customers can self-serve from.

Four-tier subscription model starting with a free plan, with AI Agents and AI Copilot from the Growth tier up, scaling to an enterprise Elite tier with AI QA, AI Insights, HIPAA compliance, and Okta SSO.

Set response and resolution time targets per inbox or customer segment, track SLA breaches in real time, and automatically collect customer satisfaction ratings after ticket closure.

Enterprise access controls, SSO, HIPAA compliance, and custom roles to meet data security requirements for regulated industries such as healthcare and finance.

Collaborative shared inboxes that let multiple team members manage, assign, and respond to customer emails from a single email address without leaving Gmail.