Hiver - 2026 Pricing, Features, Reviews & Alternatives

Hiver is a modern, AI customer service platform designed for sleek, fast-moving teams. It rejects the false trade-off that power must mean complexity, and that an intuitive experience must mean limited capabilities. With Hiver, you get the complete depth of a full-fledged help desk, but packaged in a familiar interface that makes it extremely easy to set up and effortless to navigate.

All customer channels - including email, live chat, WhatsApp, voice, SMS, and social media - are available in a panel on the left-hand side. From here, teams can quickly access each channel, view the status of every query, and track the number of open, pending, or resolved tickets at a glance.

Hiver’s key features include:

Omnichannel Shared Inbox - Manage customer conversations from email, live chat, WhatsApp, voice, SMS, and social media - all in one inbox. Teams can view the status of each ticket (open, pending, or closed) and respond without switching tabs.

AI Copilot - Get smart reply suggestions, tone improvements, and rephrased drafts — all based on past conversations, internal docs, and knowledge base articles. Helps agents respond faster and more accurately.

AI Agents - Automate routine tasks like replying to FAQs, sending follow-ups, tagging and routing tickets, or even closing thank-you messages. AI Agents reduce manual effort and keep workflows moving.

AI Insights - Spot trends, delays, or customer risks early with insights drawn from conversation data. Predictive models highlight patterns so teams can act faster and improve continuously.

Workflow Automation - Assign tickets based on agent skills, availability, or in round-robin order. Set up rules to auto-tag, prioritize, or escalate queries - reducing the need for manual triage.

Internal Collaboration - Collaborate directly on tickets using private notes and @mentions - no need for Slack or messy email threads. Co-author replies with shared drafts and avoid duplicate responses with collision detection.

Knowledge Base - Build help articles for both customers and internal teams. Embed articles in chat or portals to improve self-service and reduce ticket volume.

Customer Feedback (CSAT) - Send customizable surveys at any point in the support journey. Capture feedback in real time to measure satisfaction and identify areas to improve.

Reports & Dashboards - Track key metrics like resolution time, agent performance, CSAT scores, and ticket volume. Create custom dashboards for deeper visibility.

Hiver AI being embedded across all parts of the customer support journey - triage, resolution, and insights, and the easy-to-use interface are definitely two characteristics that make the tool so capable. But Hiver also prioritises customer support. You get 24x7 human-led support over email and chat, across all of Hiver’s plans (including the free one). So help is always right around the corner in case you run into any trouble with the product.