Hiver - 2026 Pricing, Features, Reviews & Alternatives

Hiver is the agentic omnichannel customer service platform built for teams to manage complex support with AI, cross-team collaboration, workflows, and ticketing.

Hiver is built for businesses of all sizes, from startups to enterprises, across teams like Support, Success, Finance, and HR, enabling them to manage support seamlessly. Hiver comes in two products: Hiver Omni is a dedicated omnichannel platform, and Hiver in Gmail runs inside your inbox.

10,000+ teams across the globe trust Hiver with their support function - the likes of Gusto, Flexport, Bynder, and Ping Identity. The platform is built with enterprise-grade security (SOC 2 Type II, ISO 27001, GDPR, and HIPAA compliant).

Some of Hiver’s key features include -

a) Omnichannel support: Bring every customer conversation across email, chat, Slack, voice, SMS, and social into one platform. Every interaction stays connected to the same customer record, so context carries across channels.

b) 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 works from the same picture.

c) Ticketing: Give every request clear ownership and structure, with status, priority, custom fields, queues, SLAs, and a complete history of every action. Teams configure ticket fields and define SLAs in natural language, and audit trails keep every action accountable and reporting-ready.

d) AI Agents: AI Agents take customer requests from intent to resolution. They understand what the customer needs, gather 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.

e) 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 like updating Salesforce or pulling information from Confluence. Your team reviews and approves what goes out.

f) Self-updating help center: Turn every resolution into knowledge that compounds. Hiver AI writes help center articles from resolved conversations, and flags existing content when it goes stale or conflicts with how your team actually resolves issues.

g) Integrations and 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, and trigger actions across connected systems. Teams build the rules in natural language.

h) Analytics: Reporting covers volume, response and resolution times, SLA attainment, and satisfaction, broken out by channel, team, and individual, plus quality scores, customer health, and trends across conversations. Your team queries the data in natural language, inside Hiver or through MCP.

i) 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, and AI Agents and your team act on that intelligence in every interaction.

Additionally, Hiver stands out for its intuitive interface and ease of configuration. It is designed to feel remarkably simple from day one. Teams can build AI Agents, create routing and triage workflows, configure ticket fields, and define SLAs using natural language. Most teams are up and running in minutes, without IT or outside consultants.