This August, we shipped some of our biggest AI capabilities yet. Hiver AI can now follow your team’s procedures, uncover patterns across customer conversations, turn past resolutions into knowledge, and work with the AI assistants your team already uses.
We also brought WhatsApp into Hiver Omni, expanded Chat to mobile apps, introduced consolidated analytics across Shared Inboxes, and made several improvements across integrations and the core Hiver experience.
Here is everything we shipped across Hiver Omni and Hiver in Gmail.
| Features | Hiver Omni | Hiver in Gmail |
|---|---|---|
| 1. Skills | New | New |
| 2. AI Topics | New | Shipped earlier |
| 3. AI Help Center Builder | New | Shipped earlier |
| 4. Richer answers from AI Agent in Chat | New | 一 |
| 5. Customer Intelligence | New | Coming soon |
| 6. Hiver MCP | New | New |
| 7. Whatsapp Channel | New | 一 |
| 8. Chat support inside mobile apps | New | 一 |
| 9. Web Forms enhancements | New | 一 |
| 10. Consolidated analytics across Shared Inboxes and support for new metrics | 一 | New |
| 11. New integration capabilities | New | New |
| 12. A faster, customisable right panel | 一 | Upgraded |
| 13. New personal settings in Hiver Omni | Upgraded | 一 |
Skills
Most support requests involve more than one step. Processing a refund, for example, might require checking an order, verifying the policy, replying to the customer, and updating another system.
Your team already knows how these processes should work. Skills let you turn that knowledge into a set of procedures Hiver AI can follow to resolve complex requests.
Define the steps, connect the actions, and Hiver AI can gather context, make decisions, and work across your tools. It can search docs, read attachments, apply tags, call APIs, update connected systems, reply to customers, and escalate requests when human judgment is needed.
Skills can support processes such as:
- Refunds and returns: Check the order, verify the applicable policy, and reply or escalate.
- Invoices and purchase orders: Extract details from an email or attachment, validate the information, and route the request to finance.
- Order changes: Check the system of record before confirming the change.
- Tier 1 troubleshooting: Search the Knowledge Hub, draft a response, and escalate when the documented steps do not resolve the issue.
You decide which steps Hiver AI can complete independently and which require approval. Evaluation mode also lets you test a Skill on real conversations before making it available to your team or allowing AI Agents to use it automatically.
AI Topics
Support metrics tell you what is happening. AI Topics helps you understand why.
It analyzes past and incoming conversations, then organizes them into meaningful topics and subtopics. This gives you a clearer view of why customers are reaching out, which issues are becoming more common, and which recurring problems may be affecting customer satisfaction.
For every topic, you can track metrics such as conversation volume, average CSAT, sentiment, and resolution time. This makes it easier to spot emerging trends, investigate changes, and decide where your team should focus.
AI handles the initial organization, while you stay in control of the final structure. You can choose from suggested topic models, add or rename topics, and combine overlapping ones as your needs change.
AI Help Center Builder
Your team has already answered many of the questions that belong in your knowledge base. The problem is that those answers are often buried across thousands of past conversations.
AI Help Center Builder turns that accumulated knowledge into structured articles. It analyzes assigned and closed conversations, identifies recurring questions and resolutions, and drafts articles inside an internal Help Center.
This gives your team a faster way to build and maintain the knowledge Hiver AI needs. The resulting articles can power Suggested Responses in AI Copilot and help AI Agents answer customer questions. Admins can review, edit, and refine every article before it is used.
Richer answers from the AI Agent in chat
Some questions are easier to answer with a visual walkthrough than a block of text.
AI Agents in Chat can now retrieve images and GIFs from connected knowledge-base articles and display them directly inside the chat widget. If an article includes a product screenshot or an animated five-step walkthrough, customers can see it within the answer instead of leaving the conversation to find it elsewhere.
Customer Intelligence
For teams handling high-stakes support, knowing an account’s health can change how you respond.
An account escalated three times in the past month should be treated differently from one with a single escalation in six months. But that context is rarely visible in one conversation. It spans weeks or months of interactions.
Customer Intelligence analyzes those conversations for your team, so agents do not have to reconstruct the account’s history every time a new request arrives.
Account health
Hiver evaluates signals such as customer sentiment, SLA response times, and resolution time to classify accounts as Healthy, Indifferent, or At Risk.
Account insights also summarizes the factors influencing each rating, helping your team understand what has changed and respond with the right level of attention.
Account sentiment
Account sentiment tracks how customer tone changes over time, giving greater weight to recent conversations. This helps your team identify when a relationship is improving, remaining steady, or beginning to slip.
Hiver MCP
AI assistants are becoming part of how teams research, analyze information, and get work done. Hiver MCP connects Hiver with AI assistants, allowing your team to ask questions and take actions in plain English from the AI tools they already use.
For example, you can ask an AI assistant to:
- Compare SLA violations and CSAT for an inbox week over week.
- Find team members who are missing SLAs while carrying an above-average workload.
- Search and read conversations, then correlate the findings with HubSpot data.
- Add a note, apply a tag, or save a shared reply draft.
AI assistants cannot send customer emails through Hiver MCP. Nothing is sent to a customer without someone on your team reviewing and approving it.
WhatsApp Channel
For many businesses, WhatsApp is already one of the primary ways customers ask questions and request support. Your team can now manage those conversations directly in Hiver Omni.
Connect a WhatsApp Business number to create an inbox, then manage conversations using assignees, statuses, tags, and contact details, just as you would with other channels in Hiver.
Your team can reply freely within 24 hours of a customer’s last message. After that, Hiver surfaces your Meta-approved templates so you can continue the conversation.
Chat support inside mobile apps
The Hiver Chat Widget can now run inside iOS, Android, React Native, and Flutter apps.
Customers get the same support experience available on your website without having to leave your app. You can show the widget only to signed-in customers or open it through a custom button or link, just as you can on the web.
Web Forms enhancements
You can now embed Hiver Web Forms inside your product or website, making it easier for customers to submit requests and helping your support team collect the right information from the start.
If a customer is already signed in, you can automatically pass their email address into the form, removing another step from the submission process.
Consolidated analytics across Shared Inboxes and support for new metrics
Analytics is no longer limited to one Shared Inbox at a time.
You can now analyze conversations across multiple Shared Inboxes in a single report.This gives leaders a consolidated view of team performance.
We have also introduced two metrics that offer a clearer picture of resolution efficiency:
- Replies to Resolution: The average number of replies required to resolve a conversation.
- First Contact Resolution: The percentage of conversations resolved with a single reply.
New integration capabilities
We have expanded our NetSuite, HubSpot, and Shopify integrations to remove more manual work and keep information connected across systems.
NetSuite
Create a Sales Order directly from a conversation. Hiver can pull the required order details from the email thread or an attached PDF invoice, so your team does not have to re-enter them in NetSuite.
HubSpot
Log emails to HubSpot Contacts, Companies, and Deals. Your team can log them manually or use Automations to do it automatically.
Shopify
Admins can connect up to three Shopify stores to Hiver and associate each store’s orders with the appropriate Shared Inbox.
A faster, customisable right panel
We redesigned the right panel in Hiver for Gmail to load considerably faster, including on large email threads.
The new layout is also customizable. You can show, hide, and reorder sections so the information you use most is always within easy reach.
New personal settings in Hiver Omni
You now have more control over how Hiver Omni looks and how conversations appear.
- Interface theme: Choose light mode, dark mode, or match your system settings.
- Message order: Display either the oldest or newest message at the top of a conversation.
These preferences are personal to each user, so everyone can configure Hiver to match the way they work.
Coming Soon
That’s not all. Here’s what’s in testing ahead of upcoming releases:
- Dialpad integration: Teams will be able to use their own Dialpad provider and number with Hiver.
- Expanded WhatsApp workflows: Notifications, availability settings, notes, custom fields, SLAs, and Automations are coming to WhatsApp conversations in Hiver Omni.
- Dark Mode in the Admin Panel and Analytics: The Dark Mode experience is expanding to more areas of Hiver Omni.
If you have questions about any of these features or want help getting them set up for your team, write to us at support@hiverhq.com.
