Move your team from Hiver to Unthread.
Each person gets a short interview, then a personalized step-by-step guide showing exactly where their saved work, prompts, and projects land in Unthread — and the few things that need a manual step, walked through. You send one invite; nobody becomes the help desk, and nothing in Hiver is changed or cancelled. Want to see where you’re paying for both first? Run the free audit.
Both products ship an autonomous AI agent that can resolve tickets without human intervention. Hiver's AI Agent (Pro plan, $55/user/mo monthly) handles multi-step tasks — it can call external APIs, create records in Salesforce or NetSuite, and close tickets end-to-end; a companion AI Copilot surfaces suggested replies and summaries inline within Gmail for human agents. Unthread's Agentic AI Deflection (Pro plan) searches the connected knowledge base, generates confidence-scored responses, and auto-deflects a reported 40% of tickets; below-threshold confidence escalates to a human. To migrate Hiver→Unthread: document the intent categories and response templates your Hiver AI Agent handles; recreate them as custom agentic prompts in Unthread's AI configuration; connect your knowledge base so the Unthread agent has the same content to draw from; pilot on a single inbox channel before cutting over. To migrate Unthread→Hiver: map Unthread's agentic prompt logic to Hiver AI Agent actions; rebuild any external API calls as Hiver agentic workflow steps (Salesforce record creation, webhook triggers); configure Hiver AI Copilot for human agents as a fallback layer.
- Warning: Hiver AI Agents can orchestrate multi-system API calls (Salesforce, NetSuite, Shopify ERPs) as part of a single resolution flow; Unthread AI deflection is primarily knowledge-base lookup and does not natively execute arbitrary CRM write-backs.
- Warning: Hiver AI QA (quality scoring of agent conversations) is a Pro/Elite feature with no direct equivalent in Unthread's current feature set.
- Warning: Unthread reports a 40% deflection rate; Hiver does not publish an equivalent benchmark, making pre-migration ROI comparisons difficult.
Both products include a reporting dashboard covering conversation volume, resolution times, SLA compliance, and customer satisfaction. Hiver's analytics (Growth plan onwards) cover agent-level and team-level metrics; Pro adds CSAT reports, SLA performance reports, sentiment analysis, and custom report creation; Elite will add AI Insights (marked coming soon as of June 2026). Reports are accessed in the Hiver web dashboard. Unthread's analytics (basic on all plans, custom dashboards on Pro+) cover SLA/SLO compliance, resolution times, AI deflection rates, confidence scoring, CSAT, and on-call rotation status; teams can build and export custom reports. To migrate Hiver→Unthread: before switching, export historical Hiver reports (CSV downloads from the Hiver dashboard) to preserve a pre-migration baseline; recreate key metric views in Unthread's custom analytics; note that AI deflection rate tracking is a net-new Unthread metric with no Hiver equivalent. To migrate Unthread→Hiver: export Unthread reports as CSV/Excel; rebuild team and tag performance views in Hiver's dashboard; replicate CSAT collection by enabling Hiver's CSAT survey on the Pro plan.
- Warning: Hiver does not track AI deflection rates or AI confidence scores in its analytics dashboard; teams switching from Unthread that relied on deflection-rate KPIs will lose that metric.
- Warning: Hiver AI Insights (predictive/AI-generated analytics) are Elite-only and marked as coming soon as of June 2026; Unthread's AI analytics (deflection scoring, confidence tracking) are already live on Pro.
- Warning: Unthread custom analytics dashboards require the Pro plan; Hiver custom report creation also requires Pro ($55/user/mo monthly), so teams on lower tiers of either product may need to upgrade to get equivalent reporting depth.
Both products include a knowledge base that agents can draw on during support interactions and that the AI agent uses to answer tickets. Hiver's knowledge base (internal agent KB available from Growth, customer-facing Customer Portal on Pro) stores SOPs, FAQs, and troubleshooting guides managed in the Hiver dashboard; Pro and Elite AI features automatically flag gaps in the KB after every resolved ticket. Unthread's self-learning knowledge base (Pro and above) auto-generates article drafts from resolved tickets, which agents review and publish; it syncs bidirectionally with Notion and GSuite; the Unthread AI agent queries this KB to answer future tickets. To migrate Hiver→Unthread: export Hiver KB articles (copy/paste or markdown export if available) and import into Unthread's knowledge base; map Hiver's customer portal articles to Unthread's published articles; configure Unthread's bidirectional sync with Notion/GSuite if the team uses those tools for documentation. To migrate Unthread→Hiver: export Unthread KB articles and import into Hiver's KB editor; recreate the customer-facing portal if a public self-serve option is required (Hiver Pro); note that Hiver does not auto-draft KB articles from resolved tickets — that curation step becomes manual.
- Warning: Unthread automatically drafts KB articles from resolved tickets; Hiver only flags KB gaps post-resolution via AI (Pro/Elite) but does not auto-generate article content — teams migrating from Unthread to Hiver lose automatic article creation and must draft articles manually.
- Warning: Unthread KB syncs bidirectionally with Notion and GSuite; Hiver's KB is self-contained in the Hiver dashboard with no documented native sync to external documentation tools.
- Warning: Hiver's customer-facing portal is a Pro feature ($55/user/mo monthly); Unthread does not advertise a separate self-service customer portal distinct from its AI deflection interface, so teams expecting a styled public help center should plan for this gap.
Both products center on a shared inbox that lets multiple agents triage and respond to customer messages from a single address. In Hiver, shared inboxes live inside Gmail — agents access support@ or billing@ from the Gmail sidebar, assign conversations, leave internal notes, and track open/closed status without leaving Gmail. In Unthread, the equivalent is the omnichannel inbox, where tickets from Slack channels, email, web chat, and Teams all land in one unified view. To migrate Hiver→Unthread: export Hiver conversation history via the Hiver data export or API before switching; connect Unthread to your email address (support@) via SMTP/IMAP so inbound email flows in alongside any Slack channels; recreate inbox assignment rules and team groupings in Unthread's routing settings; brief agents that they now work from the Unthread interface (or Slack) rather than Gmail. To migrate Unthread→Hiver: add the Hiver Chrome extension and configure shared inboxes for each support address in the Hiver dashboard; point existing Slack/Teams channels through a forwarding rule or email relay if email capture is needed; reproduce Unthread routing rules as Hiver workflow rules.
- Warning: Hiver runs only inside Gmail — agents must use Google Workspace; Unthread is inbox-agnostic and works equally well for Slack-first or email-first teams, so switching from Unthread to Hiver forces a Gmail dependency.
- Warning: Hiver collision alerts (two agents opening the same email simultaneously) are a Growth-plan feature ($29/user/mo monthly); Unthread surfaces similar awareness via Slack thread ownership.
- Warning: Unthread's omnichannel inbox natively ingests Slack, Teams, Discord, and Telegram channels; Hiver has no native Slack-channel-to-ticket intake, so Slack-sourced tickets cannot be migrated like-for-like.
Both products advertise 100+ integrations spanning CRM, project management, and automation categories. Hiver's integration tiers: Growth ($29/user/mo monthly) includes Asana, Jira, QuickBooks, and Slack; Pro ($55/user/mo monthly) adds Salesforce, HubSpot, Zapier, Shopify, WhatsApp, Aircall, and NetSuite; Elite adds custom API and integration development hours plus Okta SSO. Unthread's integration tiers: Basic includes API and basic integrations; Pro adds CRM integrations (HubSpot, Salesforce) and advanced workflow integrations. Unthread also lists Jira, Linear, Asana, ClickUp, Monday, Shortcut, Zendesk, Freshdesk, ServiceNow, Intercom, GitHub, Azure, Okta, Workday, Notion, GSuite, SharePoint, Zapier, Make, Stripe, PagerDuty, and OpenAI/Anthropic. To migrate Hiver→Unthread: audit which Hiver integrations are actively in use; map each to its Unthread equivalent (Salesforce→Salesforce, HubSpot→HubSpot, Jira→Jira are all present); reconnect OAuth tokens and API keys in Unthread's integration settings; update any Zapier Zaps that referenced Hiver-specific triggers/actions to use Unthread equivalents. To migrate Unthread→Hiver: verify that critical integrations exist in Hiver (Linear and ClickUp are in Unthread but not listed in Hiver's documented connectors); for gaps, use Hiver's Zapier connector or custom API on Elite.
- Warning: Linear, ClickUp, Monday, Shortcut, Freshdesk, ServiceNow, Intercom, GitHub, Azure, Workday, Rippling, JumpCloud, Microsoft Entra, PagerDuty, Make, and AI provider integrations (OpenAI, Anthropic) are listed in Unthread but not in Hiver's documented connector list — teams that rely on these will need Zapier or custom API workarounds in Hiver.
- Warning: Hiver's Okta SSO is Elite-only ($85/user/mo monthly); Unthread includes Okta integration at the Pro tier, making identity management cheaper on Unthread for mid-market teams.
- Warning: Hiver's Elite plan includes paid integration development hours (custom API builds by the Hiver team); Unthread offers an agentic plain-English builder for describing custom workflows without code, which is a different model — teams needing deeply custom integrations should evaluate which approach fits their technical capabilities.
Both tools offer a no-code automation builder for routing, assigning, tagging, and escalating tickets based on conditions. In Hiver, rules are configured in the Hiver dashboard and can trigger on email content, sender, subject, or custom fields; actions include assignment, tagging, status change, and notification. Pro adds CSAT/SLA-based triggers, load-balanced assignment, and agentic workflow steps (API calls, webhook triggers, data extraction). In Unthread, the automation builder (Pro and above) supports conditional branching, multi-step workflows, and custom agentic prompts; triggers include ticket creation, status changes, and SLA breaches; actions include assigning tickets, updating CRM records, creating Jira/Linear tasks, and sending Slack notifications. To migrate Hiver→Unthread: export or document all active Hiver rules (conditions + actions); rebuild them in Unthread's automation builder mapping Hiver conditions to Unthread equivalents (e.g., subject-keyword triggers remain the same; Hiver tag actions become Unthread label/category actions); test each rule on staging tickets before enabling in production. To migrate Unthread→Hiver: translate Unthread automation logic to Hiver rule syntax in the Hiver dashboard; note that Hiver's agentic steps (Pro) can replace multi-tool Unthread sequences.
- Warning: Hiver automation rules are available from Growth ($29/user/mo monthly); Unthread's full automation builder requires Pro. Teams on Unthread Basic switching to Hiver Growth can expect feature parity, but teams on Unthread Pro should verify that complex conditional branching maps cleanly to Hiver's rule engine.
- Warning: Hiver Elite adds custom objects for dynamic rules and individual-to-shared inbox automation; Unthread has no equivalent custom-object layer, so highly customised Elite-tier Hiver automations may require rebuilding as custom API calls in Unthread.
- Warning: Both products integrate Zapier for extending automations to third-party tools, but Unthread also supports Make (formerly Integromat); Hiver does not list Make as a native integration.