Hiver in Gmail
Hiver in Gmail transforms Gmail into a powerful agentic helpdesk. Teams can manage shared inboxes, collaborate on conversations, automate workflows, and use AI to handle requests more efficiently, all without leaving the comfort and familiarity of their Gmail inbox. Hiver also offers Hiver Omni, an omnichannel customer service platform that brings email, chat, voice, Slack, SMS, and social into one queue. Unlike Hiver in Gmail, which works inside Gmail, Hiver Omni is a standalone platform with its own interface. Key features of Hiver in Gmail: - Shared Inbox Management: Shared inboxes like support@, info@, or help@ can be managed directly inside Gmail. Every incoming email can be assigned to a specific person, and teammates can collaborate through internal notes without a single forward or CC. - Cross-team collaboration: Resolve complex requests without losing context between teams. Hiver keeps conversation history, private notes, handoffs, and Slack discussions connected to the customer thread, so everyone involved works from the same picture. - Ticketing: Give every request clear ownership and structure, with status, priority, custom fields, queues, SLAs, and a complete history of every action. Teams can configure ticket fields and define SLAs in natural language, while built-in audit trails keep work accountable and reporting-ready. -AI Agents: AI Agents take customer requests from intent to resolution. They understand what the customer needs, gather relevant context, follow your team’s procedures, take actions across connected systems, and respond. They resolve requests autonomously and bring in your team when human judgment is needed. - AI Copilot: When a request needs a person, Copilot does the groundwork. It finds similar issues, gathers context, drafts replies in your team’s tone, recommends next steps, and takes directed actions, such as updating Salesforce or retrieving information from Confluence. Your team stays in control, reviewing and approving what goes out. - Self-updating help center: Turn every resolution into knowledge that compounds. Hiver AI turns resolved conversations into help center articles and flags existing content when it becomes outdated or conflicts with how your team actually resolves issues. - Integrations & Workflows: Connect the tools your team already uses and automate the work between them. Workflows route, assign, tag, triage, and escalate requests using conditions and data from your apps. Teams can build workflows, define triage rules, and trigger actions across connected systems using natural language. - Analytics: Reporting covers volume, response and resolution times, SLA attainment, and satisfaction, broken out by channel, team, and individual. It also tracks quality and customer health, and surfaces trends across conversations. Your team can query the data in natural language, inside Hiver or through MCP. - Customer Intelligence: Build a living understanding of every customer account. Hiver brings together conversations, CRM data, product usage, and calls to continuously assess health, sentiment, and churn risk. Ask AI answers deeper questions about each account, while AI Agents and your team use that intelligence to make every interaction more informed, relevant, and personal. Support teams at 10,000+ organizations, including the likes of Bynder, Epic Games, and Flexport, trust Hiver to run their support function. Part of what drives that trust is knowing Hiver in Gmail comes with 24x7 product support led by humans, on all its plans, regardless of what tier you’re on.
Average Rating: 4.6/5.0
Total Reviews: 1,267
How Do G2 Users Rate Hiver in Gmail?
- Has the product been a good partner in doing business?: 9.2/10 (Category avg: 9.1/10)
- Control: 6.7/10 (Category avg: 8.8/10)
- Analytics: 6.7/10 (Category avg: 8.5/10)
- Collection of information: 6.7/10 (Category avg: 8.6/10)
Who Is the Company Behind Hiver in Gmail?
- Seller: Hiver
- Company Website:
- Year Founded: 2011
- HQ Location: San Jose, CA
-
LinkedIn® Page: www.linkedin.com
276 employees on LinkedIn®
Who Uses This Product?
- Who Uses This: CEO, Owner
- Top Industries: Computer Software, Information Technology and Services
- Company Size: 66% Small, 27% Medium
What Do G2 Reviewers Say About Hiver in Gmail?
AI-generated summary from verified user reviews
Pros
- Users find Hiver's interface to be user-friendly, making it easy to customize features and access valuable insights.
- Users find Hiver's team collaboration features essential for organizing workload and enhancing communication efficiency.
- Users find Hiver's integration with Gmail seamless and appreciate its intuitive design and customization options.
- Users value the effective communication tools in Hiver, streamlining task assignments and improving workflow efficiency.
- Users appreciate the collaboration features of Hiver, which enhance team accountability and streamline email management seamlessly within Gmail.
Cons
- Users find email issues in Hiver, including difficulty with tagging and mixed-up emails, frustrating during urgent tasks.
- Users experience missing features, especially automation limitations and inconsistencies in task assignments, affecting overall performance.
- Users face limited features in Hiver, especially regarding tags and automation, impacting their overall experience.
- Users find the slow loading times frustrating, especially when needing quick updates and actions in Hiver.
- Users face bug issues and connectivity problems with Hiver, impacting their overall experience despite effective support.
What Are Recent G2 Reviews of Hiver in Gmail?
"Seamless Gmail Integration with Time-Saving AI and Responsive Support"
Rating: 4.5/5.0 stars
— Anirudh D.
"Improved student success and recruitment communication for adult learner degree program"
Rating: 4.5/5.0 stars
— Emma M.
