This month, we’ve introduced Shift Management, SMS support, and new automation capabilities in Hiver. We’ve also expanded Slack collaboration, improved SLA tracking, and added customer-level analytics for better visibility into support operations.
Here is everything we shipped across Hiver Omni and Hiver in Gmail.
| Features | Hiver Omni | Hiver in Gmail |
|---|---|---|
| 1. Shift Managemet | New | New |
| 2. SMS support | New | 一 |
| 3. Email forwarding | New | New |
| 4. SLA updates | New | 一 |
| 5. Expanded Slack collaboration | New | New |
| 6. Conversation filters and search | New | 一 |
| 7. Customer analytics and export | New | 一 |
| 8. Web Form attachments | Already available | New |
| 9. Automation enhancements | New | New |
Create shifts to prevent customer replies from being missed
Create shifts with defined working hours, time zones, and teammates, with schedules that can vary by day. Coordinate coverage across regions or provide round-the-clock support.
Hiver automatically updates availability as shifts start and end. Routing rules, including round-robin assignment, direct incoming messages to teammates on duty, so customer replies keep getting attention as shifts change.
Support customers over SMS, directly in Hiver
Connect your Twilio number to read and reply to customer texts from an SMS inbox in Hiver. Assign conversations, add tags, and give every teammate the message history they need to pick up a request.
Automate email workflows across teams and systems
Automations and Skills can now forward emails with their attachments, helping you automate more steps in workflows that span teams and systems.
Forward emails as part of a Skill. Add forwarding to the procedures your AI follows. A Skill can extract and process details from an invoice or purchase order, then pass the email to the next team or system.
Forward emails when conditions are met. Send invoices to Finance on arrival, or forward requests to an external system when a specific tag is added.
Measure customer SLAs more accurately
Two updates give you greater control over resolution timers and the activity included in your reporting.
Exclude internal emails from customer SLA calculations. Define your company’s email domains so messages from colleagues, including those outside Hiver, do not affect customer SLA timers or inflate incoming conversation volumes.
Track separate resolution cycles within one thread. Choose how long a conversation must be closed before reopening it starts a new resolution timer. Each cycle is reported separately, so a new request in an old thread gets its own deadline and SLA result.
Connect multiple Slack discussions to one request
Link up to four Slack threads or channels to a single Hiver conversation, keeping input from Finance, Sales, Engineering, and other teams connected to the request.
Mentioned teammates receive notifications even when they are not the assignee. You can customize opening messages to automatically include the email subject or conversation link, and you can unlink discussions when they are no longer relevant.
Find and organize conversations with more precise filters
New filtering and search options help you focus on the requests that matter.
- Custom field filters: Filter by Dropdown and Number fields, such as Account Tier or Contract Value, and save combinations as reusable views.
- Open and pending filters in tag views: Focus on outstanding requests within a tag.
- Unread conversations: Find conversations you have not opened in Shared and Personal Inboxes.
- Activity-based date search: Search within a preset or custom date range. Results include older conversations with activity during that period.
Track support performance for individual customers
Contacts and Accounts Analytics brings conversation volume, response times, and resolution metrics together for each contact and company. See which customers need the most support and where your team needs to improve service.
Account Admins can also export Contacts and Accounts as CSV files for analysis or outreach.
Collect supporting files through Web Forms
Customers can attach screenshots, invoices, and other files to Hiver Web Forms. Files arrive with the conversation in your shared inbox, giving your team supporting information from the first message.
Automations are now more powerful
Trigger automations when tasks change status in ClickUp, Jira, Asana, Monday, Trello, or Linear. For example, reopen and tag a customer conversation when Engineering marks a bug as fixed.
Coming Soon
That’s not all. Here’s what’s in testing ahead of upcoming releases:
- Control timing between automation steps: Add a timer between actions without relying on a tag or status change, then check relevant conditions before continuing.
- Understand trends and unusual changes: Insights will highlight changes in your shared inbox, compare them with your usual performance, and suggest likely causes supported by relevant conversations.
- Schedule recurring analytics exports: Automatically email CSV download links daily, weekly, or monthly to your chosen recipients.
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.
