Automate triage, routing, cross-tool updates
and every manual step in between
Triage and route tickets on any rule you define: CRM ownership, spreadsheet mappings with thousands of rows, round robin, or skills. Automate cross-tool updates with native integrations to 1,000+ apps and API calls for the rest.
Spreadsheets? CRM ownership? Keywords?
Route and triage on any rule you define.
Escalations, handoffs, and workload balancing. Sorted.
Loop in the right teammate or move a conversation to another team based on keywords, priority, or customer data. Distribute work by capacity or skills, so load stays even as volume spikes.
Get requests out of personal inboxes, automatically
A request that lands in one person’s inbox shouldn’t stall when they’re out. Hiver moves it into the right shared inbox the moment it arrives, so the team can see it, own it, and reply.
Route and triage at scale. 10 rules or 10,000.
Your routing and tagging logic might live in a 10,000-row spreadsheet, or in your CRM, or both. Just sync it with Hiver once, and every conversation gets triaged and routed the moment it lands. The logic stays yours. The grunt work doesn’t.
Bring AI into the flow of automations
Cross-tool updates, API calls, branching rules.
It’s not our first rodeo at complexity.
Keep Hiver and your systems in sync, both ways
Open a Jira issue, log a Salesforce case, or kick off a refund in your billing tool without leaving the conversation. The action fires in the other system, the record lands back in Hiver, and nobody re-types anything ever again.
If your tool has an API, we can connect to it
Connect every system your team runs on, and automate the workflows between them. Log feature requests to a Google Sheet. Ping Slack when sentiment drops or a churn signal shows up. New order with a PDF attached? Hiver pulls the order ID and creates the record in your ERP. If you can sketch the workflow, Hiver can run it.
Build branching rules for your gnarliest workflows
Build branching rules with multiple conditions to automate even the most complex multi-step processes. No code, no consultants, and no waiting a quarter for IT.
Plus, the building blocks every good automation stands on
SLA workflows
Get an alert before a conversation breaches a reply or resolution goal. Escalate, reassign, or loop in a manager while there’s still time to act.
CSAT based rules
Trigger CSAT surveys automatically and run workflows off the scores. Reopen the ticket or alert a manager when a rating comes in low.
Run repetitive steps with macros
Tag the conversation, notify a teammate, move it to the right team, all in one move. Your team’s muscle memory, minus the repetitive strain.
