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Customer support 2026 Rank: #2567

Hiver ✓

AI-powered customer service, built inside Gmail.

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Agent Customer Service Platform Customer Service Operations
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AI Customer Support AI Powered Solutions AI-powered Customer Service Customer support
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from $25/mo

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Verdict

A quick read before you dig into the full page.

Best if
AI-powered customer service, built inside Gmail
Skip if
Limited third-party integrations
Pick this when
Integrates all service channels

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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.

Hiver website

Access & connections

Where you can use Hiver, and what it plugs into.

Platforms

Web

Integrations

Gmail

Capabilities

What this tool accepts, produces, and is strongest at.

Input

  • API
  • Tabular
  • Text

Output

  • Tabular
  • API
  • Text

Highlights

  • Agents

Supported features

  • Assistant
  • Support
  • Agents
  • Integrations
  • Automation
  • Email

Pros & 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
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  • 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

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
Show 2 more
  • Over-reliance on rule-based workflows
  • No offline mode available

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Releases 1

Initial release June 23, 2026 Current
Initial release of Hiver.

FAQ 12

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.
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.
Hiver from $25/mo
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