[ Hiver i... Reviews ](https://www.g2.com/products/hiver-in-gmail/reviews) [ Hiver i... Reviews ](https://www.g2.com/products/hiver-in-gmail/reviews) # Hiver in Gmail Features ##### ## Platform (13) Mobile User Support Allows software to be easily used on multiple mobile devices include phone and tablet devices. Customization Allows users to customize chat colors, text, logos, and branding. User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Integration Integrates with other customer service software to improve support and enhance functionality Reporting Provides analytics tools that reveal important business metrics and track progress Dashboards Displays important metrics relating to performance Live chat Provide tools for live chat on one's website. Integrations Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools. Branding Has the ability to customize look and feel of chatbot to match` company branding. Analytics Gives user the ability to analyze conversations with the chatbot and see its performance. A/B testing Allows users to test the efficacy of various responses through A/B testing. Role-based access Allows for varying access to chatbot and admin settings, depending on user, their role, etc. Collection of information Can collect and store information from interlocators, such as email, phone number, etc. Show More ##### ## Ticket and Case Management (8) Ticket Creation User Experience User Experience of creating and submitting a ticket Ticket Response User Experience User Experience of responding and receiving a response Workflow Route tickets based on values of fields, changes to ticket status and time based conditions Automated Response Respond to common requests with standard reply SLA Management Offers tools for managing and tracking service-level agreements (SLAs) Attachments/Screencasts Documents and files can be attached to the ticket to communicate with customer issues/resolutions Ticket Collaboration Share and collaborate on tickets with multiple customer service representatives Customer/Contact Database Central repository for account and contact information Show More ##### ## Communication Channels (5) Customer Portal Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents Email to Case Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket Live Chat Support Ability for customer service agents to communicate with customers via live chat to solve problems live Social Media Integration Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks Voice Make and receive calls directly in the application. Track and record calls for analysis. Show More ##### ## Self-Service Experience (5) Knowledge Base Provides a repository of information that can be used by those seeking support. Searchable Articles Makes articles in the knowledge base searchable on the web. Community Forums Enables users to engage with other users to solve common issues. Mobile Optimization Optimizes the customer self-service experience on mobile devices Personalization Gives the user targeted, personalized results based on their activity or preferences Show More ##### ## Self-Service Platform (4) Branding Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. Automation Automates some or all operation related tasks Artificial Intelligence Utilizes artificial intelligence to improve workflows or customer experiences Integrations Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools Show More ##### ## Communication (5) Pop-up Chat Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. Notifications Delivers notifications to both sides of the conversation. Targeted Emails Sends automated emails to further engage clients and potential clients. In-App Messaging Allows for live chat to be enabled within the app for customer help. Co-Browsing Allows agents to join a customer's browser session and navigate through the website with them. Show More ##### ## Internal Use (6) Customization Allows users to customize chat colors, text, logos, and branding. Conversation Archiving Archives conversations in a separate location for later reference. Lead Development Enables employees to denote potential customers. Knowledge Base Establishes a knowledge base for employee reference during conversations. Team Inbox Provides a central location for help requests, helping employees respond sooner. Customer Profiles Allows for the creation of profiles for contacts and customers. Show More ##### ## Process (3) Mentions Scours various channels for brand mentions to proactively seek reparative communications. Tickets Creates and assigns support tickets, scheduling them in a timely manner. Macros Allows administrators to create templated responses to frequently asked questions. Show More ##### ## Channels (8) Email Ability to connect agents with customers through Live Chat. Social Connects employees with customers through a social media solution. Live Chat Ability to connect agents with customers through email. Phone Connects employees with customers through a calling solution. Text Ability to connect agents with customers through text message solution. Multi-Channel Coverage Software incorporates multiple digital communications channels. Open Listening Allows incorporation of inbound contacts from non-marketing channels. Physical Media Includes physical media (mail, flyers, billboards, etc.) in the channels mix. Show More ##### ## Insight (4) Surveys Provides opportunity for customers to give feedback through a survey. Reporting Enables administrators to create customized reports reflecting customer satisfaction. Visitor Activity Allows administrators to track visitor activity to understand the research that was done before turning to customer service. Help Desk Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. Show More ##### ## Design (5) Communications Strategy Development Allows planning and deployment of an overall communications strategy. Create Content Includes or integrates with content creation apps. Personalization Outbound communications are segmented and personalized. Inbound Identification Inbound contacts are identified and handled based on history. Regulatory Compliance Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. Show More ##### ## Usability (3) All-Employee Access Permits use by job roles outside of service department Supporting Documents Allows linking of useful information such as screen shots Two-Way Communication Provides direct contact between CSRs and customers outside of milestones Show More ##### ## Reporting (3) Priority Case Alerts Informs stakeholders of activity on escalated or high-value cases Trend Analysis Evaluates frequency of types of complaints Performance Monitoring Includes a dashboard or other means of performance monitoring Show More ##### ## Productivity Tools (7) Notes Allows users to leave notes or comments on emails or relevant cases. Internal Discussion Provides a dedicated space or a thread feature that allows for long-form discussion. Assignments and Tasks Offer in-application assignment and task tracking functionality. Workflows Allows users to create and follow predetermined workflows attached to actions. Templates Allows users to create canned answers or templates for email responses. Integrations Integrates without outside software to provide additional functionality or pull information. Tagging System Provides a tagging system to allow users to sort emails by relevant subject. Show More ##### ## Analytics (3) Trends Analyzes trends in email content and resolution. Performance Tracking Tracks performance and productivity of users inside the application. Email Tracking Tracks email analytics like emails opened, how long the email was opened for, etc. Show More ##### ## Responses (5) Customization Customize your chat workflows with rules and automations. Control Control who the chatbot converses with (and when). Route To Human Has the ability to connect interlocator with a human agent when the need arises. Menu bars Can provide interlocators with menus, through which they can choose a relevant response. Drip sequences Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. Show More ##### ## Conversational Platform (4) Personalization Identifies the customer and personalizes interaction at every touchpoint. Omnichannel Allows multiple related channels to interact at once to reduce transfers. Contextual Engagement Prompts agents to engage customers based on contextual data, such as product usage or conversation history. Proactive Engagement Provides features for sending outbound messages to engage customers through proactive support. Show More ##### ## Support Automation (4) Intelligent Routing Can route contacts to agents the customer has worked with before. Seamless Escalation Provides features for escalating conversations to the appropriate agent. Transcripts Maintains a transcript of conversations from all channels. Self-Serve Support Enables customers to resolve queries or issues without the assistance of an agent. Show More ##### ## Sorting & Filtering (4) Attachment Search Enables users to search for specific email attachments. Tags Allows users to create and assign custom tags to emails. AI Sorting Automatically sorts mail into untuitive categories and/or folders. Predefined Rules Allows users to set up predefined rules to automatically sort incoming mail. Show More ##### ## Integrations (3) Microsoft Outlook Integration This software integrates with Microsoft Outlook. Gmail Integration This software integrates with Gmail. Apple Calendar Integration This software integrates with Apple Calendar. Show More ##### ## Time Management (3) Unified Inbox Provide a unified inbox to manage multiple accounts at once. Email Automation Provide the ability to automatically send recurring emails. Snooze Provide a feature to snooze, or defer, non-urgent emails. Show More ##### ## Customer Support (3) Text Is able to process inquiries submitted by text data from live chat, email, or SMS Speech Comprehends human speech and can transcribe it to text for processing Knowledge Base The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries Show More ##### ## Automation (3) Ticket Resolution The platform is able to automatically determine how to resolve help tickets without assistance by human agents Customization The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence Intelligent Routing When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to Show More ##### ## Artificial Intelligence (3) Learning The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses Language Multilingual capabilities allow the AI to process inquiries from many languages Conversational AI The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers Show More ##### ## Generative AI (21) AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text-to-Speech Simulates human-like speech from text inputs. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text-to-Speech Simulates human-like speech from text inputs. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Show More ##### ## Automation - AI IT Agents (2) Document Processing Allows users to automate the handling, processing, and management of documents. Feedback Collection Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders. Show More ##### ## Autonomy - AI IT Agents (4) Adaptive Responses Allows the AI agent to learn from interactions and adapt its responses accordingly. Task Execution Provides the AI agent the ability to execute tasks without requiring constant user input. Independent Decision Making Provides an AI agent that is able to make decisioning independently. Problem Solving Allows the AI agent to identify and resolve issues without user intervention. Show More ##### ## IT Ticket Management - AI IT Agents (5) Ticket Status Updates Provides users with automated updates on ticket progress and resolution timelines. SLA Monitoring Enables the AI agent to track service level agreements and ensure timely ticket resolution. Ticket Categorization Enables the AI agent to classify and prioritize tickets based on issue type and urgency. Ticket Assignment Allows the AI agent to route tickets to the appropriate team or individual for resolution. Automated Ticket Creation Allows the AI agent to automatically generate tickets from user inquiries or issues. Show More ##### ## IT Support Automation - AI IT Agents (5) Knowledge Base Utilization Enables the AI agent to retrieve and apply solutions from an IT knowledge base. Workflow Automation Enables the AI agent to automate repetitive IT tasks, such as password resets or software installations. Real-Time Troubleshooting Allows the AI agent to diagnose and resolve IT issues without human intervention. User Self-Service Assistance Provides users with instant, automated guidance to resolve common IT problems. Proactive Issue Detection Allows the AI agent to identify and address potential IT issues before they escalate. Show More ##### ## Agentic AI - Google Workspace Communication Tools (1) Cross-system Integration Works across multiple software systems or databases Show More ##### ## Agentic AI - Customer Self-Service (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Help Desk (3) Autonomous Task Execution Capability to perform complex tasks without constant human input Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - Shared Inbox (2) Autonomous Task Execution Capability to perform complex tasks without constant human input Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Email Management (2) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Show More ## Top-Rated Alternatives [ ![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service") Zendesk for Customer Service 4.3/5 (6,620) ](https://www.g2.com/products/zendesk-for-customer-service/reviews) [ ![Front](https://images.g2crowd.com/uploads/product/hd_favicon/1fe01c88159eb52ed7e93d98cdce08a5/front.svg "Front") Front 4.6/5 (2,426) ](https://www.g2.com/products/front/reviews) [ ![Freshdesk](https://images.g2crowd.com/uploads/product/hd_favicon/700ca107b848b083e9b0659a98efb160/freshdesk.svg "Freshdesk") Freshdesk 4.4/5 (3,674) ](https://www.g2.com/products/freshdesk/reviews) [ View All Alternatives ](https://www.g2.com/products/hiver-in-gmail/competitors/alternatives) Hiver in Gmail Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_51ec513e6ad628878d6541b01b22ba4c/front.png "Product Avatar Image") Front 4.6/5 (2,483) [ Compare Now ](https://www.g2.com/compare/front-vs-hiver-in-gmail) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_ab046db440ea4045d652cec415afa25e/gmelius.png "Product Avatar Image") Gmelius 4.4/5 (776) [ Compare Now ](https://www.g2.com/compare/gmelius-vs-hiver-in-gmail) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_8eac408c131f013530178efd9a9ca600/freshdesk.png "Product Avatar Image") Freshdesk 4.4/5 (3,751) [ Compare Now ](https://www.g2.com/compare/freshdesk-vs-hiver-in-gmail) ##### Categories on G2 [ Live Chat ](https://www.g2.com/categories/live-chat)[ Customer Self-Service ](https://www.g2.com/categories/customer-self-service)[ Help Desk ](https://www.g2.com/categories/help-desk) [ Chatbots ](https://www.g2.com/categories/chatbots)[ Conversational Support ](https://www.g2.com/categories/conversational-support)[ Social Customer Service ](https://www.g2.com/categories/social-customer-service)[ Digital Customer Service Platforms ](https://www.g2.com/categories/digital-customer-service-platforms)[ Customer Communications Management ](https://www.g2.com/categories/customer-communications-management)[ Customer Service Automation ](https://www.g2.com/categories/customer-service-automation)[ Shared Inbox ](https://www.g2.com/categories/shared-inbox)[ Complaint Management ](https://www.g2.com/categories/complaint-management)[ Email Management ](https://www.g2.com/categories/email-management)[ Google Workspace Communication Tools ](https://www.g2.com/categories/google-workspace-communication-tools)[ AI IT Agents ](https://www.g2.com/categories/ai-it-agents) Show More ##### Explore More [ Best Zero Trust Networking Software ](https://www.g2.com/discussions/looking-for-the-best-zero-trust-networking-software-in-2025)[ Which risk-based authentication platforms apply friction only when suspicious financial fraud prevention software signals trigger? 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