Product Updates

🔔 March 2026 Product Updates: AI-Powered Search for Knowledge Base, Shareable Dashboards, Auto-Assign & More

This month at Hiver, we asked a simple question: what if customers could get answers without ever having to open a single knowledge base article?

A real story of how customer feedback improved AI accuracy. See how our team fixed gaps and enhanced response quality in just 48 hours.

How Tough Customer Feedback Helped us Raise the Bar on AI Accuracy

How one customer’s candid feedback pushed our AI team to raise the bar — and deliver something that actually met their needs, in just 48

Hiver’s February 2026 update introduces API Actions in Automations, a redesigned Knowledge Base, Shared Drafts, Quick App Access, and upgrades to AI QA and AI Tasks.

🔔 February 2026 Product Updates: API Actions, Knowledge Base Refresh, Shared Drafts on Compose & More

Some of the best updates we ship don’t start with a roadmap. They start with a customer saying, “We love this, but there’s one thing…”

Hiver opened its Q1, 2026, with bold features that reshape how AI is used and accounted for, in support. We're all about helping support teams use AI throughout their workflow, and pushing out features that enhance customer service.

🔔 January 2026 Product Updates: AI Usage Dashboards, Ask AI Enhancements & More

We started 2026 with a simple question: If AI is powering your support team… can you actually see its impact? In January, we focused on

Internal KB or External KB – What to Choose and How to Choose?

When it comes to managing information within your organization, the choice between an internal knowledge base (KB) and an external knowledge base can significantly impact

3 reasons to set up a Customer Portal on Hiver

In today’s world, a seamless and efficient customer support experience is table stakes. While interacting with any business, customers expect to have a way to

Amp-up Your Live Chat’s Support Potential with New Updates

Businesses today are looking to thrive in an era where customers expect instant gratification and round-the-clock support. Businesses face the daunting challenge of meeting these

Introducing Consolidated Dashboards in Analytics: Monitor team KPIs in real-time across shared inboxes

Hiver has changed the way businesses manage their customers, vendors, partners, or employees’ queries. For 10,000+ teams, Hiver has enhanced Gmail to become the single

Hiver launches Conversation IDs for a more organized and efficient way to communicate

Hiver Product Update: Conversation ID for efficient communication

Searching through numerous email threads to locate the specific conversation you need can be exhausting and time-consuming. Efficient teams should have a faster, more effective

Hiver Updates: Advanced automations, Conversation ID, SLA reports, and more!

We constantly strive to add value for our customers and expand what they can achieve on Hiver. The previous quarter was focused on three major

Hiver Product Update: Simplify and accelerate approval requests with Hiver’s Approvals feature

Approvals are an integral part of all organizations – almost every team relies heavily on approvals from multiple stakeholders across departments to ensure compliance, mitigate

Hiver updates: Skill-based auto-assignments, CSAT enhancements, and more!

2023 began with a big bang at Hiver– we became a multichannel product. Businesses using Google Workspace can now answer queries via Email, Chat, Voice,

Hiver Updates: Add WhatsApp as a Customer Service Channel with Hiver

Customers love convenience, familiarity, and speed. Businesses that proactively offer these and engage with customers empathetically win their loyalty. And what better way to do

Hiver Product Updates: A 2022 Digest (and What Lies Ahead in 2023)

From becoming a multichannel product to building unified in-product integrations, here is everything we did at Hiver in 2022 to enable you to delight your customers!