Hiver

Hiver is the AI-native customer service platform built for complex support, offering two distinct products: Hiver Omni as a standalone omnichannel platform covering email, chat, Slack, and voice in one workspace, and Hiver in Gmail for teams that want to manage support directly from their existing Gmail inbox. Founded in 2011, Hiver serves 10,000+ customers globally including customer service, finance, and IT teams. The platform has repositioned from a shared inbox tool to an AI-native platform emphasizing multi-step, multi-system orchestration where AI agents resolve tickets by pulling context from connected systems and taking action across them. Pricing is tiered with a free plan and both monthly and annual billing. Free covers shared inbox, ticketing, email, chat, help center, and 24/7 support at no cost. Growth at $25/user/month adds AI Agents, AI Copilot, voice as an add-on, rule-based automations, round robin assignment, pre-built analytics, and basic integrations. Pro at $55/user/month adds customer portal, Slack channel integration, SLAs and CSAT surveys, advanced analytics, and premium integrations including Salesforce and HubSpot. Elite at $85/user/month adds AI QA, skill-based routing, custom objects, HIPAA compliance, and OKTA SSO. AI Agents and AI Copilot are included from Growth tier onward with no per-resolution add-on fee. AI capabilities span the full support lifecycle. AI Agents handle autonomous resolution including AI Answers for self-service, AI Tagging for automatic categorization, AI Sentiment Analysis, AI Thank-you Detector, AI Tasks for multi-step actions, and AI Extract for pulling structured data from conversations. AI Copilot provides real-time agent assistance with suggested replies and conversation context. AI QA on Elite automates quality assurance scoring. The platform now emphasizes agentic workflows: AI agents can define procedures for specific ticket types, pull context from tickets, docs, and connected tools, then resolve with full context across multiple systems in a single interaction. Integration depth has expanded significantly. Native integrations include Salesforce, HubSpot, Jira, Shopify, Slack, Asana, Zapier, and Google Workspace. Hiver Omni adds voice as a channel alongside email, chat, and Slack. AI agents can create or update records, trigger workflows, and take action across connected systems mid-ticket rather than just surfacing information. Named integration gaps: no native WhatsApp or social media channel support on either product, and no official MCP support as of June 2026. Hiver is not the right fit for teams needing deep omnichannel contact center capabilities including WhatsApp, social, and native voice routing at scale. Zendesk (from $55/agent/month) and Intercom (from $29/seat/month) provide broader channel coverage. Teams prioritizing the highest autonomous AI resolution rates with published benchmarks should evaluate Intercom Fin ($0.99/resolution) or Decagon (custom enterprise pricing) before committing to Hiver AI Agents for high-volume autonomous customer service. Q2 2026 state: Hiver has repositioned as an AI-native customer service platform for complex support, with two distinct product lines: Hiver Omni and Hiver in Gmail. AI Agents and AI Copilot moved down to the Growth tier at $25/user/month, making autonomous resolution accessible at the entry paid tier. Voice is available as a Growth add-on. SOC 2 Type II, ISO 27001, GDPR, and CCPA confirmed on the security center. HIPAA compliance available on Elite. G2 listing now appears under "Hiver in Gmail" with 1,283 reviews at 4.6/5.

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