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We started this year with a roadmap. You turned it into a journey.
You turned it into a journey.
13 new features, 2 AI leaps, and a Hive that kept
humming all year long.
This is what it added up to.
81M
conversations resolved across our
clientele
That’s a lot of “Hey, we’ve got you.”
85M
manual support tasks automated
Translation: fewer clicks, more coffee breaks.
200K
email templates created
Ready-to-send responses for recurring queries. No more copy-paste errors!
4M
custom fields in use
Order numbers, customer tiers, issue types, captured directly inside conversations.
5M
notes created inside shared support emails
Cluttered threads? What even are they?
3.6M
emails analyzed for sentiment
So teams know exactly how to prioritize and respond to each message.
We tested Hiver on the toughest customer we know: Ourselves.
Here’s how our own support team did with Hiver powering every conversation:
100k
conversations
12 mins
first-assign time
42 mins
for first response
1.72 hrs
full resolution time
Tiny bits of code. Massive jumps in how we serve.
2025 was the year our Copilot stopped assisting and started thinking alongside you. From drafting empathetic replies to spotting negative tones before you do, AI finally figured out how to read the room, even if that room is a packed inbox.
AI Compose
Writes like your best self. Helps you craft polished, on-brand replies in seconds, rephrasing drafts for tone, grammar, and empathy. Every message sounds human and unmistakably you.
AI Tagging
Knows what every email’s about before you do. It automatically sorts conversations into categories like billing, logistics, or support. Saves you hours of manual work and keeps reports clean, complete, and useful.
AI Sentiment Analysis
Understands the feeling behind every message. Picks up on frustration, confusion, or appreciation. Your team spots what needs attention first and turns tense moments into positive experiences faster.
Ask AI
Your team’s go-to for instant answers. Pulls accurate, contextual responses from your connected knowledge base. You never have to tab-hop or second-guess again.
AI Suggested Response
Replies that write themselves (but sound like you). Reads the full thread, understands context, and drafts a ready-to-send response your team can review and hit send.
AI Extract in Automations
Finds the details to free up your time. Scans emails for key info like IDs, dates, or amounts and feeds them straight into Automations for routing or prioritization. Saves your team countless clicks and minutes.
Automations that pulled their weight
2025 was the year we let the busywork run itself
Enhanced Automations UI
Automations got easier to build. Our new interface helps teams build workflows without the mental gymnastics, and the Automation Summary shows every step at a glance so everything makes sense in one place.
Schedule Automations Based on Critical Dates
Critical moments now take care of themselves. Date-based custom fields trigger follow-ups, reminders, or handoffs exactly when they should, keeping things moving even on the days when calendars (and humans) forget.
SLA Triggers in Automation
When SLAs start to wobble, Hiver quietly steps in. Rules for First Response and Resolution Time help nudge the right people, loop in the right teams, or escalate what matters — long before customers feel the pressure.
Individual-to-Shared Inbox Automation
Important emails finally stopped hiding. Messages can move straight from individual inboxes to the right shared one, based on who sent them, so the whole team sees what matters the moment it arrives.
Custom Objects
Data began working with your inbox instead of orbiting around it. Bringing in details like account owners, tags, or CRM fields made tagging, assigning, and organizing conversations feel smoother, smarter, and much more intuitive.
One platform that kept the whole story together
Sometimes conversations start in different places. An email on a Monday, a chat on a Friday. Hiver Omni is stitching them together so your team never loses track of the people behind those messages. Beta version, coming soon.
2025 was the year where every piece
played its part
2025 stretched us, inspired us, challenged us — and YOU were at the center of it all. Your feedback guided our roadmap. You pushed us to think bigger. And every time you delivered outstanding service using Hiver, it reminded us why we do this. Thank you. Truly.
AI did a lot this year, but the humans made it special.
They built it, broke it, fixed it, and made sure every solution was thoughtful. Snippets from their year…
Thank you, team.
2025 stretched us, inspired us, challenged us — and YOU were at the center of it all. Your feedback guided our roadmap. You pushed us to think bigger. And every time you delivered outstanding service using Hiver, it reminded us why we do this. Thank you. Truly.
Now let’s make 2026 the year your support
team goes from busy to brilliant.
