Hiver - 2026 Pricing, Features, Reviews & Alternatives

Hiver is an AI-native customer service platform specifically designed for teams and businesses that have complex support operations. Think the kind of support requests that require input from multiple departments within your organization like product, customer success, finance and require context from different external systems such as your CRM, Jira, or NetSuite.

Hiver offers two products -

Hiver in Gmail transforms Gmail into a complete, AI-powered helpdesk. It is built for teams that want to run customer operations from Google Workspace.

Hiver Omni is an omnichannel customer service platform with powerful AI features across the support lifecycle. It brings together email, live chat, Slack, voice, customer portals, and other channels in a single workspace.

10,000+ teams across the globe trust Hiver with their support function - the likes of Gusto, Flexport, Bynder, and Epic Games.

Some of Hiver’s core features include -

AI Agents - Hiver’s AI Agents can independently resolve customer conversations end-to-end. It can pull context from multiple systems, executing multi-step workflows, and making judgment calls based on account-specific information. When a request exceeds what an AI Agent can resolve, it hands off the full context to a human.

AI Copilot - Once an agent is in a conversation, Copilot works alongside them like a coworker. It surfaces relevant context from past interactions and company knowledge, drafts replies based on the full conversation history, and reviews responses for tone and completeness before they go out.

AI QA - AI QA automatically reviews all agent responses against set quality parameters you define such as tone, accuracy, completeness, process adherence. This way, managers get a consistent, data-driven view of where quality is strong, where it is slipping, and which agents need coaching.

AI Knowledge Management - Hiver's AI keeps your knowledge base fresh and updated without the manual upkeep. It scans incoming tickets and figures out if there’s a gap in your knowledge base. Based on the gaps, it suggests new articles and can even go ahead and draft a version for you. Essentially, think of it like a system that maintains itself.

Cross-team collaboration features - Loop in teammates with internal notes or work together on shared drafts, initiate Slack messages, link Jira issues, create ClickUp tasks, and log cases in Salesforce, all without leaving the conversation. Every handoff keeps the full context intact.

Analytics and reporting: Hiver lets you track response times, SLA compliance, and individual agent performance without leaving Gmail. Filter by customer tier, client, domain, or any custom field your team uses.

Customer Portal: Customers can log in, submit requests, attach files, and track status updates in real time, getting notified the moment your team leaves a public note, changes status, or asks for more info. Portal tickets land in the same workspace as email, chat, and Slack threads, with the same SLAs and routing rules, so your team works from a single queue with full channel history regardless of how the customer reached out.

Workflow automation with a visual builder: You can build automations that go beyond fixed rules. AI reads the context of each conversation, assigns it to the right agent, and extracts key details like order IDs or invoice numbers. Those details can then trigger downstream actions or update records in connected tools like Salesforce or Jira, without anyone doing it manually.