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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?
The way most help centers work today, customers still have to do a lot of the heavy lifting. They search for the right keywords, open multiple articles, and piece together an answer on their own.
We felt there was a better way.
So we built an AI-powered Search for Knowledge Base that reads your existing knowledge base content and surfaces a direct answer instantly.
We also introduced a few updates to improve day-to-day workflows, including shareable dashboards, auto-assign for outbound conversations, and cleaner SLA conditions in automations.
Here’s the full rundown of what we shipped in March.
🚀 New: AI-Powered Search for Your Knowledge Base
Available in: Hiver Omni and Hiver in Gmail
We’ve introduced AI-powered search to make it easier for customers to find answers in your knowledge base.
With traditional KB search, customers have to rely on keywords. That often means guessing the right terms, opening multiple articles, and piecing together the answer on their own.
AI-powered search takes a different approach.
Instead of returning a list of links, it reads the relevant content, brings everything together, and shows a clear answer right at the top of the results.
💻How It Works
A customer types a question like “How do I use AI Tasks?” into the search bar.
Instead of returning ten articles that mention AI Tasks, Hiver AI reads the relevant content, synthesizes a direct answer, and shows it at the top of the results — with citations linking back to the source articles.
✍️ Why You’ll Love It
- Direct answers from your knowledge base: AI reads relevant articles and generates a concise response instead of returning a list of links.
- Conversational follow-up questions: Customers can ask follow-up questions and continue the conversation without starting a new search.
- Citations for transparency: Every answer links back to the source articles so customers can verify the information or explore further.
- Feedback loop for improvement: Users can rate responses with 👍 or 👎, helping teams identify gaps in documentation.
🔎 How Hiver AI Stays Accurate
Hiver AI only uses information from your existing knowledge base articles. Every response includes source citations, and if the answer isn’t in your documentation, the system will say so instead of guessing.
🪜Why It Matters
Customers come to a knowledge base because they want a quick answer, not a list of articles to sift through.
AI-powered search removes that friction by delivering a direct answer grounded in your existing help content.
It can even handle more nuanced questions like “Is AI Tasks comparable to any other feature?” or “How can a support manager use AI features?” and still surface clear, relevant guidance from your documentation.
For support teams, this means more questions resolved through self-service and fewer repetitive tickets reaching the queue.
For customers, it means getting the answer they need in seconds instead of scanning multiple pages or raising a support ticket.
Available via: Knowledge Base → Search Bar
🚀 New: Shareable Custom Dashboards
Available in: Hiver in Gmail
We’ve introduced shareable custom dashboards to make it easier to share support performance with stakeholders across your business.
Until now, sharing metrics often meant exporting reports, taking screenshots, or walking teams through dashboards manually.
With shareable dashboards, you can simply publish a dashboard and generate a link for instant access.
Anyone with the link can view a live, read-only version of your dashboard, without needing a Hiver account. They can also interact with the data by applying filters or adjusting date ranges to explore metrics on their own.
✍️ Why You’ll Love It
- Real-time visibility for stakeholders
Leadership and cross-functional teams can access live support metrics at any time, without waiting for reports or updates. - No more manual reporting
You no longer need to export data or share screenshots. Your dashboard stays automatically up to date, so everyone sees the latest numbers. - Easy and secure sharing
You can publish or unpublish dashboards whenever needed, which gives you full control over who has access. If you unpublish a dashboard, the shared link stops working.
- Interactive exploration
Viewers can adjust filters and change date ranges to explore the data in a way that’s most relevant to them. - Centralized performance tracking
You can bring metrics from multiple shared inboxes into one dashboard and share a consistent view of performance across teams.
💡 How to make the most of it: Create a dedicated dashboard for leadership with the metrics they care about most — response time, resolution time, and ticket volume — and share the link ahead of your next review. It stays live, so the numbers are always current without you having to do anything.
Available via: Custom Dashboards → Share
🚀 New: Auto-Assign Outbound Conversations to the Sender
Available in: Hiver in Gmail
Outbound emails sent from a shared inbox no longer have to sit unassigned. You can now set up an automation that automatically assigns the conversation to the person who sent it.
When emails go out from a shared address, it’s easy to lose track of who initiated the conversation. Without a clear owner, follow-ups get missed and reporting on outbound activity becomes unreliable.
This update introduces a new “Sender of the email” option in the Assign To action within Automations. Once set up, every outbound conversation is assigned to the sender the moment it’s sent — with no manual effort needed.
How It Works
Set up an automation using:
- Triggers: “New outbound conversation is sent” or “Mailbox reply is sent”
- Action: Assign To → Sender of the Email
That’s it. Takes less than two minutes to configure, and from that point on, ownership is assigned instantly.
✍️ Why It Matters
With this update, every outbound conversation is automatically assigned to the person who sent it, so it’s always clear who owns the follow-up.
You don’t have to go back and manually assign emails after sending them, since everything is handled automatically in the background.
It also makes it much easier to keep track of responses and next steps, while giving you a more accurate view of who’s driving outbound conversations.
Available via: Admin Panel → Automations → Actions → Assign To → Sender of the message
🚀 Enhanced: Improved SLA Conditions in Automations
Available in: Hiver in Gmail
We’ve made a small but important update to how SLA-based automations are set up.
The SLA Policy Applied selector now sits in the Condition block instead of the Trigger block, making automation rules easier to read and manage.
Previously, the SLA policy was set within the Trigger block. Now, it sits alongside other elements, such as Tags and Custom Fields, in the Condition block, so SLA conditions follow the same structure as the rest of your automation logic.
This makes SLA-based workflows easier to read, adjust, and scale as your setup grows. Existing automations continue to work exactly as before.
✍️ Why You’ll Love It
It’s a small change, yet a meaningful one for anyone managing multiple automation rules.
With SLA conditions now part of the Condition block, your automation rules are easier to read and understand at a glance.
Everything follows a consistent structure, making it easier to build, update, and manage workflows as they grow more complex.
It also becomes easier to target specific SLA policies and ensure the right actions are triggered when those conditions are met.
💡 Here’s what’s worth knowing: Currently, there’s no action needed on your end. All existing SLA automations continue to work exactly as before. This change only affects how new rules are built going forward.
Available via: Admin Panel → Automations
📣 Now Available: Hiver Training Day — From Response to Resolution: Customer Service with Hiver AI
We recently hosted a live Hiver Training Day focused on how support teams can use Hiver AI across the entire customer service lifecycle.
AI can be a powerful advantage for support teams, but only when it fits naturally into how customer service actually works.
In this session, we went beyond feature walkthroughs. We showed how teams use Hiver AI to organize conversations, automate workflows, assist agents in real time, and give leaders better visibility into performance.
With this session, you’ll have a clear understanding of how Hiver AI fits into your support workflows from start to finish.
You’ll also see how teams handle higher volumes while improving response quality, and walk away with practical ideas you can apply to your own support operations.
The session was led by Suraj Sharma and Anurag Singh, AI Product Managers at Hiver, along with Srividhya B, Product Marketing Manager at Hiver, who walked through real use cases and answered audience questions.👉
Missed it live? Watch the full recording here.
