AI-powered customer service, built inside Gmail.

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June 23, 2026

Hiver

Customer support

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AI-powered customer service, built inside Gmail.

Customer Service Platform Customer Service Operations AI Customer Support AI Powered Solutions AI-powered Customer Service Ticket Managementfrom $25/mo

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Overview

Hiver is an AI-driven platform designed to streamline customer service operations and unify all service channels, apps, and customer context. This platform, offering an easy-to-use interface, incorporates assistive and agentic AI capabilities for modern customer service management.

The AI-powered tool includes features like AI Agents designed for tasks, workflow orchestration across multiple systems, and context-aware responses. The platform also includes AI copilot and AI QA facilities, promising smart and seamless support operations.

Hiver's AI solution also provides triaging, routing, and data extraction functionalities for enhanced efficiency. Moreover, it supports the creation or updating of records in any system, conducive for actions like automated order processing.

The platform boasts an AI-powered knowledge hub, which stays current by checking every resolved ticket against your knowledge and automatically updating it.

Hiver gives users full control over when the AI steps in and allows for monitoring of all conversations. In addition to these, the platform enables cross-team collaboration, omnichannel helpdesk, and insights driven by AI.

It's geared towards several industries, including technology and software, healthcare, and logistics, and it's designed to cater to various teams, like Customer Support, Finance, ITSM, and Human Resources.

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June 23, 2026

Initial release of Hiver.

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Author

Nidhi Singh

@nidhi-singh-6pw4y

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Joined: June 2026

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Customer support Hiver

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Pros and Cons

Pros

Integrates all service channels

Context-aware customer service

Automated task handling

Multi-system orchestration

Initiates actions across platforms

Rule-based workflows

Smart issue resolution

Integrated omnichannel helpdesk

Quality Assurance capability

Ticket triaging and routing

Automated order processing

Creation/updating records in any system

Sentiment reading

Supports multiple industries

Easy-to-use interface

Cross-team collaboration

Automated data extraction

Collaborative shared inboxes

Automated updating of knowledge hub

User monitoring and control

Built inside Gmail

Teams tailored solutions

Built-in feedback loop

Effective Ticketing workflows

Workflow optimizations across various systems

Task automation

Communication on all channels

Improved workflow efficiency

Unify all service channels

Efficient Email Management

Built-in analytics features

Streamlines customer support operations

Optimizes IT Service Management

Enhances HR process

Improves finance management

View 30 more pros

Cons

Lacks native mobile application

Limited API functionality

Limited customization options

Not applicable for non-Gmail users

No live chat feature

Limited third-party integrations

Knowledge Base reliant on ticketing

Dependent on other CRM systems

Over-reliance on rule-based workflows

No offline mode available

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Q&A

What is Hiver?

Hiver is an AI-powered platform designed for modern customer service. It unifies all service channels, customer context, and applications into an easy-to-use interface. It assists customer service representatives by integrating with various platforms, automating customer operations, and providing useful insights with AI-powered solutions.

How does Hiver handle customer service tickets?

Hiver handles customer service tickets by employing AI Agents that read error codes and call APIs to resolve customer queries. User guidelines instruct these AI Agents on ticket management, while existing tickets, related documents, and user tools are scanned to understand and resolve customer issues. Hiver's AI also reads sentiment and triages each ticket based on rules set in the CRM system.

What are the main features of Hiver?

The main features of Hiver include AI Agents, Workflow Automation, Integrated Service Channels, Multi-system Orchestration, Omnichannel Support, AI Copilot, Cross-Team Collaboration, Rule-Based Workflows, Document Analysis, Sentiment Analysis, Error Code Interpretation, CRM Integration, API Calls, and AI Insights. These features aim to provide an all-encompassing solution for businesses aiming to streamline their customer support operations.

What is the role of AI in Hiver?

In Hiver, AI plays a significant role in ticket resolution, system orchestration, rule-based workflows, sentiment analysis, and providing insights. AI Agents perform actions such as reading error codes, calling APIs, creating or updating records in different systems, and managing tickets. They assist in automated operations and interpret error codes to resolve customer queries.

How does Hiver integrate with other systems like Shopify and Salesforce?

Hiver integrates with various systems like Shopify and Salesforce by initiating actions across these platforms. This multi-step, multi-system orchestration function positions Hiver as a central operating point for customer service representatives, allowing them to streamline and automate responses and actions across different systems used by the team.

Can Hiver carry out actions such as creating or updating records in any system?

Yes, Hiver can carry out actions such as creating or updating records in any system. This is accomplished via AI Agents, which are not limited to merely providing responses but can also actively perform actions, including the modification of records in systems across different platforms.

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How does Hiver assist in automating customer operations?

Hiver assists in automating customer operations through its AI Agents and rule-based workflows. These features enable Hiver's AI to read sentiment, triage tickets, and interpret error codes, helping to automate responses and actions across different systems. This results in a streamlined and efficient process for handling customer queries and issues.

What's the function of the AI Agents in Hiver?

The AI Agents in Hiver perform a multitude of functions including interpreting error codes, calling APIs to solve customer queries, scanning tickets and associated documents, and understanding and resolving customer issues. They can also initiate actions such as creating or updating records across various systems, and triage tickets based on rules defined in the CRM.

What is the AI Copilot feature in Hiver?

The AI Copilot feature in Hiver serves as an AI-powered support tool that aids in the resolution of customer service issues. While specific functionalities of the AI Copilot aren't detailed on their website, it's intended to act as an intelligent assistive feature within the comprehensive tool suite offered by Hiver.

Can Hiver handle omnichannel support?

Yes, Hiver can handle omnichannel support. It has an Omnichannel helpdesk, which is part of its comprehensive suite of features. This helps to streamline customer service across various platforms and mediums, offering more seamless and efficient customer support.

What kind of tasks are the AI Agents capable of handling?

The AI Agents in Hiver are capable of handling tasks such as reading error codes, calling APIs to resolve customer queries, scanning existing tickets and related documents and tools, managing tickets by using user instructions, initiating actions across various platforms such as creating or updating records in any system, and reading sentiment and triaging each ticket based on rules set in the CRM.

Does Hiver provide any tools for sentiment analysis?

Yes, Hiver does provide tools for sentiment analysis. The AI in Hiver has the capability to read sentiment, helping it triage each customer service ticket according to the rules set in the CRM. This aids in efficiently managing and responding to each customer's unique situation.

How does Hiver use AI in error code interpretation?

Hiver uses AI in error code interpretation by utilizing AI Agents that can read error codes. These agents also call corresponding APIs to address and resolve the issues signified by the error codes, thereby driving efficient resolution of customer queries.

Does Hiver offer cross-team collaboration?

Yes, Hiver does offer cross-team collaboration capabilities. This is one of the key features of the platform, as it enables effective communication and coordinated operations between different teams. This is aimed at enhancing the efficiency of the customer service process.

Can Hiver understand and resolve customer issues?

Hiver is able to understand and resolve customer issues by employing AI Agents, which can scan existing tickets, related documents, and user tools. By analyzing this data, they gain insights into the customer issue at hand. Furthermore, guided by user instructions, Hiver's AI is able to effectively manage and resolve tickets.

How does Hiver integrate with CRM systems?

Hiver integrates with CRM systems in order to efficiently handle customer service tickets. The AI Agents in Hiver can triage each ticket based on the rules set in the CRM. This capability allows Hiver to effectively categorize and prioritize customer queries, leading to organized and timely responses.

What kind of insights does the Hiver AI provide?

Hiver's AI offers insights that allow businesses to streamline their customer support operations. While the specific type of insights is not detailed on their website, it is conceivable that these could include analytic insights regarding customer interactions, service ticket details, trending issues, agent performance, sentiment analysis, and more.

How does Hiver use rule-based workflows?

Hiver uses rule-based workflows for a variety of tasks. For instance, it uses them to automate customer operations. These rule-based workflows are implemented by Hiver's AI Agents, enabling the AI to read sentiment, triage tickets, and interpret error codes, which are all activities guided by systematized rules.

Does Hiver provide features for document analysis?

Hiver's capabilities for document analysis come from its AI Agents, which can scan existing tickets and related documents. This allows Hiver's AI to understand and gather context about customer issues, contributing to their efficient resolution.

What kind of support for workflow automation does Hiver offer?

Hiver offers support for workflow automation through its rule-based workflows feature and AI Agents. This allows the automation of several tasks, including sentiment reading, error code interpretation, triaging of tickets based on CRM rules, and more. Such automation aids in streamlining customer service operations and increasing overall efficiency.

What is Hiver?

Hiver is an AI-powered customer service platform designed to streamline customer service operations by integrating all service channels, customer context, and apps into an easy-to-use interface.

What are the main features of Hiver?

Hiver's main features include AI Agents for reading error codes and interacting with APIs, AI Copilot, AI QA, Cross-team collaboration, and AI Insights. It also incorporates features for omnichannel helpdesk service, workflow orchestration across multiple systems, context-aware responses, and rule-based workflows for task automation.

How does Hiver use AI Agents?

Hiver's AI Agents are programmed to scan error codes, call APIs, and leverage existing tickets, related documents, and user tools to understand and resolve customer issues. They can also be guided through user-defined guidelines on how to manage tickets.

What are the capabilities of Hiver's AI in terms of ticket management?

Hiver's AI capabilities in ticket management include reading sentiment, triaging each ticket based on rules set in the CRM, and pulling information from tickets, documents, and tools to gain full context before resolving queries.

Can Hiver interact with other platforms like Shopify or Salesforce?

Yes, Hiver can interact with other platforms such as Shopify, Salesforce, and more, executing actions across these systems as part of its multi-system orchestration feature.

How does automation work in Hiver?

Automation in Hiver works by building rule-based workflows. The AI can initiate actions across various platforms while adhering to these workflows, allowing for automated customer operations.

Can Hiver AI Agents perform tasks beyond responding to queries?

Yes, Hiver's AI Agents are not restricted to responding to queries. They can perform actions like creating or updating records in any system.

What are the other features of Hiver as a tool?

Other features of Hiver include an omnichannel helpdesk, AI Copilot, AI QA, Cross-team collaboration, and AI Insights. The platform also provides a centralized knowledge hub, updated by AI and features for task automation and monitoring and control.

How does Hiver's AI triage and sort tickets?

Hiver's AI triages and sorts tickets by reading the sentiment and applying rules set in the CRM. This ensures each ticket is addressed appropriately based on its content and importance.

Can Hiver create or update records in different systems?

Yes, Hiver allows AI Agents to create or update records in any system, thereby expanding its use-cases that include automated order processing.

Is Hiver suitable for specific industries?

Hiver is suitable for various industries, including technology and software, healthcare, and logistics. It is also flexible enough to cater to different team structures like Customer Support, IT Service Management, Human Resources, and Finance Management.

How does Hiver aid in collaboration between teams?

Hiver aids in collaboration between teams by providing cross-team collaboration features. This facilitates seamless interoperability among team members and broadly enhances team productivity.

What is Hiver's AI Copilot and AI QA?

Hiver's AI Copilot and AI QA are features focused on enhancing the efficiency and accuracy of customer service operations. AI Copilot assists in providing context-aware responses, while AI QA ensures the quality of responses and interactions.

What AI-generated insights does Hiver offer?

Hiver offers AI-driven insights that help businesses understand and streamline their operations. These insights can guide teams in identifying problem areas, improving efficiency, and enhancing the customer experience.

Can Hiver control when the AI intervenes?

Yes, Hiver gives its users complete control over when the AI intervenes. This feature allows for careful monitoring of all conversations and ensures AI intervention only when necessary.

Does Hiver offer a Omnichannel helpdesk?

Yes, Hiver offers an Omnichannel helpdesk feature. This feature integrates various service channels into one helpdesk, facilitating seamless customer service operations.

How does Hiver handle data extraction and automated order processing?

Hiver's AI can extract data from various resources and automate processes like order processing. It reads PDFs, pulls out the essential information like order ID, and creates a record in the relevant system.

What role does AI play in Hiver's knowledge hub?

AI plays a vital role in Hiver's knowledge hub by maintaining its accuracy and relevance. The AI checks each resolved ticket against the existing knowledge database and updates it accordingly. This keeps the information current and enhances the effectiveness of customer support.

How does Hiver help with task automation and monitoring?

Hiver provides task automation through AI Agents that adhere to rule-based workflows. Hiver also allows for the monitoring of all conversations, giving users control over when the AI should intervene, thereby facilitating efficient monitoring and control.

Can Hiver be integrated with Gmail for customer service?

Yes, Hiver offers a Gmail integration feature, enabling businesses to leverage their Gmail accounts to provide AI-powered customer service.

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