Hiver

Manage customer conversations across email, live chat, WhatsApp, voice, SMS, Facebook, and Instagram from a single unified interface, eliminating tool-switching and providing 360-degree customer visibility.

Create team-based shared inboxes for support, sales, or operations with real-time collision detection that prevents duplicate replies and ensures every customer query receives exactly one response.

Set up rule-based automations to triage, assign, tag, and monitor tickets automatically based on keywords, priority, or customer attributes, reducing manual work and ensuring consistent handling.

Intelligent AI assistant that suggests relevant email templates, automatically detects and closes non-actionable 'thank you' responses, summarizes conversations, performs sentiment analysis, and extracts key information—improving agent efficiency and SLA accuracy.

AI-powered feature that answers customer and team questions by searching your knowledge base, Notion pages, snippets, and uploaded PDFs—enabling agents to provide accurate, context-aware responses in seconds without manual research.

Deploy AI-powered chatbots to handle repetitive queries automatically and offer real-time chat support with intelligent suggestions, enabling 24/7 self-service and faster customer resolutions.

Automatically route customer queries to the most qualified agent based on language, product expertise, skill level, or availability—ensuring faster resolutions and consistent quality while balancing workload.

Define and enforce service-level agreements with real-time alerts, reminders, and business hours settings to ensure timely responses and resolutions, with comprehensive SLA reporting for accountability.

Build a branded, searchable knowledge base with multi-layered categories and AI-powered article suggestions, reducing repetitive queries and enabling customers to find answers independently 24/7.

Empower customers with a personalized portal to submit tickets, track progress in real-time, and access the knowledge base—reducing agent interactions and enabling self-service issue management with customizable forms.

Gather customer satisfaction feedback through automated CSAT surveys and AI-powered sentiment analysis to track satisfaction trends, identify service gaps, and measure team performance across conversations.

Access built-in dashboards and create custom reports tracking key metrics like response time, resolution time, SLA compliance, team workload, customer satisfaction, and conversation volume with data export capabilities.

Connect with 100+ business tools including Salesforce, HubSpot, Slack, Zapier, Jira, Asana, Monday.com, Aircall, and more—plus a REST API for custom integrations and data synchronization.

Collaborate efficiently with internal notes, @mentions, shared drafts, and conversation threading—enabling seamless team coordination without adding to customer-facing emails.

Manage customer conversations on-the-go with native iOS and Android mobile apps offering full functionality, enabling agents to respond and collaborate from anywhere.