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Hiver Updates: Revamped Analytics, Auto-Assignment & More!

Hiver Updates: Revamped Analytics, Auto-Assignment & More!

Aug 12, 2020
3 min read
Hiver HQ
Shoaib Ali C. H.

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Table of contents

We come bearing gifts for the busy bee! We’ve introduced features and enhancements to help you think, work, and collaborate faster.

Here’s what’s new:

  • Visit the revamped analytics, now out of beta!
  • Access and search email templates faster
  • Auto-save Shared Drafts
  • Auto-assign emails based on Tags
  • Review multiple User and Tag reports easily
  • Analyze trends for CSAT ratings
  • Tag conversations on mobile

1. Visit the revamped analytics, now out of beta!

Our previous release update spoke extensively about the beta launch of the all new Hiver analytics. Since then, we’ve incorporated a lot of valuable feedback relating to user experience tweaks and performance fixes. 

Most importantly, we shipped a major functional change that corrected the way emails were being identified as being sent from the mailbox or being received into the mailbox. This was especially noticed in cases when both the sender and recipient list included members of the shared mailbox. To ensure the accuracy of data, we have reprocessed all information contained within analytics. So if you’ve used the beta extensively, please revisit the reports to ensure you are looking at the latest corrected data. We’re truly sorry for the inconvenience, and rest assured, all flows have been corrected, performances have been optimized, and Hiver analytics is now out of beta!

2. Access and search email templates faster 

Email templates allow you to respond quickly to your emails. This enhancement helps you easily access your five most recently used templates. Additionally, this update also comes with an improved search experience that searches across both the template name and content. This way you no longer need to remember the exact name of the template you’re looking for. 


3. Auto-save Shared Drafts 

With the new enhancement to shared drafts, changes are now auto-saved, and locks are auto-released after prolonged inactivity of 10 minutes. The multi-taskers among us can now continue jumping between tabs and tasks, without losing unsaved changes or blocking someone else from working on shared drafts. 


4. Auto-assign emails based on Tags 

Gain additional control over which conversations get auto-assigned to your team. Use the tags in your mailbox to filter inbound conversations for auto-assignment. This is particularly useful for mailboxes that receive transactional emails like feedback requests or form submissions.  Learn more about it here.


5. Review multiple User and Tag reports easily 

In Analytics, while reviewing the performances of individual users and tags, you would often find yourself navigating back to the consolidated table to pick the next user or tag to analyze. But not anymore! You can now cycle through users or tags through the new handy selection menu.  


How has your team’s CSAT ratings grown over the last month? If you’ve wondered about this, Analytics now has answers to your questions. We’ve introduced CSAT trends for Satisfied, Okay, and Not Satisfied ratings. With this, you can analyze by what percentage have CSAT ratings grown or declined over any selected time period. Learn more about it here.


7. Tag conversations on mobile 

Need to be more organized on the move? Our Mobile apps (both on iOS and Android) now let you add multiple tags in one go to within a  conversation. 


To follow all our releases, bookmark https://updates.hiverhq.com. Alternatively, find ‘Product updates’ under Hiver settings inside your Gmail account.

Associate Product Manager, Formula 1 fan

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