Forward Future Tools Library
Hiver
Hiver combines shared inboxes, omnichannel ticketing, collaboration, automation, and AI agents for customer support teams managing complex requests across multiple systems.
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hiverhq.com·From $25/user/month annual, $35/user/month monthly·Checked 2026-08-27
›What is Hiver?
Hiver is a customer service platform with a shared workspace for email, chat, Slack, voice, SMS, social channels, and WhatsApp. Teams can assign and track requests, collaborate in internal notes or Slack threads, connect CRM and business tools, and automate routing, triage, and updates. AI Agents and Copilot can investigate requests, draft replies, and perform approved actions across connected systems.
›What are the pros and cons of Hiver?
Strengths
Combines multiple support channels in one workspace with unified conversation history
AI Agents can take multi-step actions across CRMs, commerce systems, ERPs, and other tools
Supports collaboration through internal notes, embedded Slack threads, and linked Jira or Linear tasks
Offers both rule-based automation and AI-driven workflows
Provides AI-assisted analysis of response quality, customer sentiment, recurring issues, and churn risk
Trade-offs
Voice support is an add-on rather than part of the listed base plan features
Customer Portal, SLAs, CSAT surveys, advanced analytics, API access, and premium integrations require the Pro tier
SSO, HIPAA-compliant handling, custom roles, skill-based routing, and customer intelligence require the Elite tier
The platform and its AI actions depend on connecting the tools and knowledge sources used by the support team
›What are Hiver’s key features?
Unified inbox for email, chat, Slack, voice, SMS, social channels, and WhatsApp
AI Agents that triage, resolve, and perform multi-step actions across connected systems
AI Copilot for finding answers, drafting replies, and suggesting next steps
Rule-based workflows for routing, triage, SLA alerts, and cross-tool updates
Integrations with Salesforce, Shopify, NetSuite, Jira, Linear, and other systems
Shared inbox ticketing with ownership, conversation history, internal notes, and linked tasks
AI Insights and analytics for conversation themes, response quality, sentiment, and churn risk
›What are the best use cases for Hiver?
Managing customer email, chat, Slack, voice, and messaging requests from one queue
Routing support requests and triggering SLA alerts or updates in other business systems
Handling multi-step requests such as checking invoices, validating policies, and issuing refunds
Collaborating with finance, engineering, or other internal teams through notes, Slack threads, and linked tasks
Turning resolved tickets and existing knowledge sources into help documentation
Analyzing support conversations to identify recurring issues, quality gaps, and churn signals
›What is the pricing for Hiver?
| Plan | Price | Details |
|---|---|---|
| Growth | $25/user/month annual, $35/user/month monthly | Includes AI Agents, AI Copilot, Skills, AI Knowledge Builder, shared inboxes, ticketing, email and live chat, self-service support, rule-based automations, analytics, and basic integrations. |
| Pro | $55/user/month annual, $65/user/month monthly | Adds Customer Portal, Slack channel support, SLAs, CSAT surveys, advanced analytics, premium integrations, and API access. |
| Elite | $85/user/month annual, $95/user/month monthly | Adds AI QA, AI Insights, Customer Intelligence, skill-based routing, Custom Objects, personal-to-shared inbox rules, SSO, HIPAA-compliant handling, and custom roles. |
Voice is available as an add-on on all listed plans. The pricing page also offers free trials and demo booking.
Checked 2026-08-27 · source
›Who is Hiver best for?
small teamGrowth provides shared inboxes, omnichannel support, automation, and AI assistance for teams starting with multi-channel customer service.
customer supportSupport professionals can manage ownership, collaboration, customer history, AI-assisted replies, and cross-system actions from one queue.
enterpriseLarger teams can use Elite features such as SSO, custom roles, skill-based routing, custom data objects, and advanced AI analysis.
operations teamsTeams coordinating refunds, CRM updates, approvals, and other multi-step processes can define procedures for AI Agents to follow.
Not for
- Teams that only need a basic shared email inbox may not need Hiver's paid omnichannel and AI features.
- Teams requiring voice support in the base subscription should account for the separate Voice add-on.
- Buyers needing customer portals, API access, advanced analytics, or premium integrations at the entry tier will need to move beyond Growth.
