Hiver

What is Hiver?

Hiver is a customer service platform that consolidates email, chat, voice, WhatsApp, and live chat into a single workspace. It's made to reduce manual busywork through AI agents that handle routing, tagging, and resolution while keeping your team focused on conversations that actually need a human touch.

The platform centers on three AI components working together. **AI Agents** autonomously handle the repetitive parts of support. They triage incoming messages by topic, detect customer sentiment and urgency, auto-close simple replies like thank-yous, extract relevant details from conversations, and trigger multi-step actions such as refunds or follow-ups. **AI Copilot** assists your team with reply suggestions and tone adjustments so responses stay consistent with your brand voice. **AI Insights** surfaces performance bottlenecks, showing where conversations stall, which customers are at risk, and how your team is tracking against SLAs.

You can train the AI on your help documentation, past replies, and internal macros. Once it understands your patterns, it learns what tags to apply and which conversations can be resolved without agent involvement. Real usage data shows **AI Agents can resolve up to 70% of customer issues** across channels, though this varies by industry and ticket type.

Incoming conversations, regardless of channel, land in one unified inbox. You set up shared inboxes for support@, info@, or any other email address. Live chat can be embedded on your website. WhatsApp and voice calls flow through the same interface. You see each conversation's full history, can collaborate using internal notes and @mentions, and escalate to Slack threads when needed.

Routing and triage can be automated through **rule-based workflows**. Set up load-based or skill-based round-robin assignment so tickets go to the right person without manual intervention. Custom fields pull information like order IDs or priority levels directly from conversation text. Integrations span 100+ apps including ERPs, CRMs, and project management tools, keeping data in sync across your stack.

Onboarding is very fast. You can connect your first communication channel in 5 minutes. By day one, **AI Copilot starts suggesting replies and summarizing long threads**. By day three, the system is tagging conversations and triggering automations based on what it's learned from your team's actions. Most teams report they're productive within hours, not weeks.

Hiver is suitable for teams handling customer-facing email volume: support departments, operations processing orders or invoices, logistics coordinating shipments, finance managing vendor communications.

The platform also works for internal helpdesk functions. HR and IT teams use it to manage employee requests such as onboarding questions, IT tickets, benefits inquiries, without separate ticketing software.

Core Features

• AI Agents for autonomous triage, tagging, sentiment detection, and task automation
• AI Copilot for reply suggestions and tone adjustment
• AI Insights for performance analytics and bottleneck identification
• AI Answers that resolves up to 70% of issues without agent involvement
• AI Extract to automatically populate custom fields from conversations
• Omnichannel support across email, live chat, WhatsApp, voice, and social
• Shared inbox management with collision detection
• Workflow automation with rule-based routing and assignment
• Sentiment analysis and urgency flagging
• Internal collaboration with notes, mentions, and Slack escalation
• 100+ integrations with ERPs, CRMs, and project management tools
• Custom fields and tagging
• SLA and performance tracking
• Branded help center and customer portal for self-service