Hiver is an AI-focused customer service platform that brings shared inboxes, ticketing, and automation directly into Gmail or a standalone omnichannel workspace. It targets support, finance, IT, and HR teams that manage complex, multi-step requests across email, chat, Slack, and voice. The core problem it addresses is scattered customer communication, giving teams one place to collaborate on conversations while AI agents read tickets, call APIs, and act across tools like Shopify or Salesforce.
Key Features:
AI Agents: Turn written procedures into workflows where AI reads tickets, calls APIs, updates records in systems like CRMs or ERPs, and resolves multi-step requests end to end.
AI Copilot: Assists human agents by drafting replies, summarizing long threads, surfacing help center answers, and suggesting next steps within the inbox.
Gmail-native and Omnichannel Workspaces: Hiver in Gmail lives inside the Gmail UI, while Hiver Omni brings email, live chat, Slack, voice, WhatsApp, and social channels into one console.
Workflow Automation: Rule-based triage, routing, round robin assignment, and SLA-based workflows reduce manual queue management for high-volume teams.
Knowledge, Portal, and CSAT: Built-in knowledge base, customer portal, CSAT surveys, and analytics connect self-service content, feedback, and team performance.
Security and Compliance: Includes controls like SSO and supports GDPR, SOC 2 Type II, ISO 27001, CCPA, and HIPAA, which matters for regulated industries.
Pros
Gmail-first experience: Teams already using Google Workspace can run a full helpdesk without leaving the Gmail interface.
Deep agentic AI: AI Agents go beyond reply drafting and can orchestrate actions across tools such as Shopify, Salesforce, Jira, or NetSuite.
True omnichannel option: Hiver Omni unifies email, chat, Slack, voice, WhatsApp, and social messages with shared context and analytics.
Generous free tier: The Free plan includes shared inbox and ticketing, email and chat channels, a help center, and 24/7 support.
Strong onboarding support: Product tours, onboarding programs, training days, and a help center reduce rollout friction.
Cons
Advanced AI locked to top tier: AI QA, AI Insights, AI Knowledge Hub, and Customer Intelligence are reserved for the Elite plan, leaving smaller teams without these tools.
Channel breadth depends on product choice: Full omnichannel support sits in Hiver Omni, while Hiver in Gmail is primarily oriented around email-centric workflows.
Per-user pricing scales quickly: Growth, Pro, and Elite plans are billed per user per month, which can add up for large support teams.
Who is Using Hiver?
Customer support leaders: Run shared inboxes, SLAs, CSAT, and AI-assisted responses across email, chat, and voice.
Finance and billing teams: Manage addresses like billing@ and ap@, track approvals, and sync invoices or orders into ERPs.
IT service desks: Triage internal IT requests, route by rules, and measure response and resolution times.
HR operations teams: Centralize employee questions on benefits, leave, and onboarding while tracking status and ownership.
Operations and logistics teams: Coordinate shipment, account, and escalation conversations that touch multiple tools and departments.
Uncommon Use Cases: Customer success teams tagging feature requests and pushing them into Jira or Asana without leaving Hiver; account management teams working high-touch clients through Slack channels connected back to the helpdesk.
Pricing:
Free: $0 forever; includes shared inbox and ticketing, email/help center channels, and 24/7 support.
Growth: $35 per user per month; billed monthly for Hiver Omni, includes everything in Free plus AI Agents, AI Copilot, voice add-on, rule-based automations, round robin assignment, pre-built analytics, and basic integrations.
Pro: $65 per user per month; billed monthly for Hiver Omni, includes everything in Growth plus customer portal, Slack channel, SLAs and CSAT surveys, advanced analytics, premium integrations, and API access.
Elite: $95 per user per month; billed monthly for Hiver Omni, includes everything in Pro plus AI QA, AI Insights, AI Knowledge Hub, customer intelligence, skill-based routing, custom objects, shared inbox rules, SSO, HIPAA, and custom roles.
Annual Billing: Hiver Omni annual pricing is also shown at $25 per user per month for Growth, $55 per user per month for Pro, and $85 per user per month for Elite. Hiver for Gmail shows the same visible prices in the screenshots.
Disclaimer: Please note that pricing information may not be up to date. For the most accurate and current pricing details, refer to the official Hiver website.
What Makes Hiver Unique?
Hiver’s edge lies in combining a true Gmail-native helpdesk with agentic AI that can follow playbooks, call external APIs, and update records across business systems, while also offering a full omnichannel platform under the same brand. Teams can start directly inside Gmail, then graduate to Hiver Omni as channels and complexity grow, without abandoning their AI workflows or retraining on a completely different tool.
How We Rated It:
Accuracy and Reliability: 4.3/5
Ease of Use: 4.6/5
Functionality and Features: 4.2/5
Performance and Speed: 4.4/5
Customization and Flexibility: 3.9/5
Data Privacy and Security: 4.7/5
Support and Resources: 4.5/5
Cost-Efficiency: 4.0/5
Integration Capabilities: 4.1/5
Overall Score: 4.3/5
AI Workflows Inside Your Email Inbox:
Hiver is a strong fit for Google Workspace-centric teams that want AI agents, structured workflows, and omnichannel support without abandoning familiar email tools. Its biggest strengths are the Gmail-native experience and agentic AI that can actually act in CRMs, ERPs, and commerce platforms. The tradeoff is that some of the most advanced AI and routing features live in the Elite plan, so very small teams may stay on the basics. For growing support, finance, IT, and HR teams handling complex requests, it offers a focused and modern path away from ad hoc shared inboxes.
