Hiver

Unify email, chat, Slack, voice, and all your channels in one place. Your team and AI Agents works from one queue. Your customers stay where they already are.

Pull in teammates with internal notes, handle Slack conversations right within Hiver and create linked tasks across tools like Jira or Linear to keep work in sync.

Connect Salesforce, Shopify, NetSuite, and 1,000+ tools with Hiver. Context from your systems surface right inside the ticket and AI uses it to respond to support requests.

Set rules for routing, triage, SLA alerts, and cross-tool updates. AI Agents take over manual steps like fetching CRM data and replying.

AI Agents execute complex multi-step actions. For a refund, it follows up with the customer for missing details, pulls invoice from NetSuite, checks policy, and posts the refund in Stripe.

AI Agents take action across every system your team relies on. They plug into your data warehouses, CRMs, Shopify, Jira, Google Sheets, and the legacy admin tools that don't have APIs at all.

AI Agents learn from your institutional knowledge wherever it lives: past tickets, Slack, Confluence, Notion, Sheets, PDFs, URLs.

What is Hiver? Hiver is the agentic omnichannel customer service platform where teams resolve complex support requests with AI Agents, cross-team collaboration, workflows, and ticketing. Hiver comes in two products: Hiver Omni, a dedicated agentic omnichannel platform, and Hiver in Gmail, which runs inside your inbox. Teams use Hiver to run agentic support. AI Agents understand intent, run multi-step procedures, and resolve requests end to end, including the edge cases that span several systems. On requests that need judgment, AI Agents do the groundwork alongside your team: pulling similar issues, drafting replies, and taking actions as directed. More than 10,000 teams, including Flexport, Gusto, Ping Identity, and Epic Games, trust Hiver to deliver support that wins customers for life.

Why did we build Hiver? Every customer support platform today will tell you it has AI. And most of them actually do. But most “AI platforms” do the trivial 20%. They deflect the simple cases, drop a decision tree on your team, and call it done. Your team still does the other 80%: the complicated, messy work that actually matters. The long tail of hard, rare, cross-system customer support interactions is where most of the manual work lives. Automating the easy parts of support is not enough. The goal has to be to reach the messy long tail: the workflows that involved too many steps, served too few customers, or cost too much to justify automating before. We built Hiver because AI for support needs to solve the hard problems.

Who uses Hiver? Hiver is used by teams in industries where fast, coordinated communication shapes the customer experience. This includes IT services, software development, logistics, healthcare, finance, education, consumer goods, hospitality, real estate, and professional services. Inside these organizations, customer service teams, operations leaders, support managers, finance teams, and IT depend on Hiver to stay organized and move quickly. They use it to reduce missed messages, improve response times, and automate routine work without dealing with the complexity of a legacy helpdesk. More than 10,000 organizations, including Gusto, Amplitude, Ping Identity, Flexport, and Upwork, use Hiver to deliver stellar support in the age of AI.

How is Hiver different from Zendesk or Freshdesk? Zendesk and Freshdesk weren’t built for the AI era. Most of the AI capabilities these platforms offer work for simple support and FAQ deflection. Anything complex falls back to your team. Hiver was built with agentic AI at the center, not bolted on through acquisitions but embedded in how teams work. It resolves complex requests end to end, and hands off to a human with full context when one is needed. It assists your team, ensures quality, surfaces insights, and gets sharper over time as it learns your policies, tone, and edge cases from every resolution your team makes.

Does Hiver only work in Gmail? No. Hiver works with any email provider. Hiver Omni is a web-based, dedicated omnichannel platform and is completely email-agnostic, so teams on Outlook and other providers can use Hiver too. Beyond email, teams can also manage omnichannel support across chat, Slack, voice, SMS, and socials with Hiver Omni.

Hiver 是一个 AI 原生的客户服务平台，核心功能包括：通过 AI 自动分类、分诊和响应客户请求，支持多渠道工单管理（如邮件、聊天等），并提供自动化工作流、SLA 管理、协作工具（如内部备注、共享收件箱）以及深度分析与报告，帮助团队高效处理复杂的客户支持场景。

Hiver 专为复杂客户支持场景设计，适用于需要跨部门协作、多渠道接入、高工单量或处理多层级问题的团队，例如企业技术支持、售后客服、IT 服务台、B2B 客户成功等。它通过 AI 加速响应并自动化重复任务，特别适合那些对 SLA 响应时间和处理准确性要求较高的组织。

Hiver 的关键技术特点包括：AI 驱动的意图识别与自动路由，可理解客户语义并分配至合适的负责人；内置自动化引擎，支持条件分支、触发器和工作流编排；实时协作技术（如共享上下文、@提及）；以及 API/集成能力，可与 CRM、知识库和第三方工具无缝对接，确保数据流通和扩展性。