Hiver in Gmail transforms Gmail into a powerful agentic helpdesk. Support 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 Hiver AI turns resolved conversations into help center articles and flags existing content when it becomes outdated or conflicts with how your team actually resolves issues.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?
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Has the product been a good partner in doing business?: 9.2/10 (Category avg: 9.2/10)
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Proactive Engagement: 6.7/10 (Category avg: 8.6/10)
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Contextual Engagement: 5.0/10 (Category avg: 8.5/10)
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Self-Serve Support: 7.3/10 (Category avg: 8.6/10)
Who Is the Company Behind Hiver in Gmail?
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Seller: Hiver
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Company Website:
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Year Founded: 2011
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HQ Location: San Jose, CA
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Twitter: @hiverhq
5,617 Twitter followers
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LinkedIn® Page: www.linkedin.com
276 employees on LinkedIn®
Who Uses This Product?
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Who Uses This: CEO, Owner
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Top Industries: Computer Software, Information Technology and Services
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Company Size: 66% Small, 27% Medium
What Do G2 Reviewers Say About Hiver in Gmail?
AI-generated summary from verified user reviews
Pros
- Users appreciate the ease of use of Hiver in Gmail, facilitating efficient communication and task assignments.
- Users love the seamless team collaboration Hiver provides, enhancing organization and communication for remote teams.
- Users find Hiver's email management system invaluable for effectively overseeing communication in remote teams.
- Users praise Hiver for its streamlined communication, facilitating efficient collaboration within Gmail for their teams.
- Users highlight the seamless collaboration capabilities of Hiver, enhancing team communication and productivity in Gmail.
Cons
- Users experience email issues with Hiver in Gmail, including glitches, long loading times, and challenges in data retrieval.
- Users feel there are missing features in Hiver, expressing a desire for enhancements and better email management tools.
- Users express frustration with limited features in Hiver, impacting efficiency, especially for organizations with varied work schedules.
- Users experience occasional slow loading times with Hiver in Gmail, which can affect their efficiency during tasks.
- Users often face bug issues with Hiver, experiencing slowdowns and frequent disconnects that hinder efficiency.
