Live chat and AI Agents for complex support
Hiver AI Agents resolve multi-step, complex requests in live chat using your knowledge, customer context, and connected systems, then hand off with full context when your team needs to step in.
AI that resolves, hands off what it can't, and assists your team in real-time
Does the legwork first
Pulls context from past conversations, support docs, and connected systems to work through customer requests.
Hands off only when needed
Resolves what it can, then hands off to your team with the full conversation and context intact.
Assists your team in real time
Surfaces relevant answers, resolution steps, and reply drafts while your team works.
AI Agents built for multi-system, multi-step requests
Trust every answer AI sends
Every AI response is grounded in your support docs, past conversations, and connected systems. When a question is unclear, it asks for more context. When human judgment is needed, it knows when to hand off.
Define the workflow. AI runs it.
Tell the AI Agent how your team handles each request. For a login issue, it can collect the error code, refresh the token through your API, confirm the fix, or create a Jira ticket and hand off if the issue remains unresolved.
Built-in feedback loop, with Copilot for the assist
Every conversation helps improve what happens next. Flag a poor reply, rate a good one, and feed corrections back into future responses. When a chat needs a person, Copilot surfaces relevant context, drafts replies, and suggests resolution steps.
Monitor every chat to surface gaps and improve performance
Track how your AI Agent performs across resolution rate, deflection, volume, and CSAT. See where knowledge is missing, where handoffs happen, and what needs to improve.
Manage cross-channel communication from one view
with full conversation history and analytics
Build out rule based chatbot flows
Create if-then flows for FAQs, booking questions, qualification, and other structured scenarios. Use them alongside AI Agents to automate frontline support at scale.
Manage cross-channel communication
Start in chat and continue over email without losing context. Every interaction stays connected in one conversation history, so your team sees the full story and customers do not have to repeat themselves.
Monitor support analytics across channels
Track volume, response times, resolution rates, CSAT, and other key metrics across chat, email, and your other support channels from one place.
Connect systems and knowledge to AI Agents
Give AI Agents access to your docs, CRM, and connected systems so they can resolve more complex requests end to end. Hiver also surfaces knowledge gaps so your team can keep support content current.
Trusted by 10,000+ teams for complex support
20% drop in support volume
“The live chat inside our client portal makes it easy for customers to reach us in real time—and with chatbot workflows in place, a lot of common questions are handled automatically. It’s reduced our support load by about 20% during peak times.”
Werner Alsemgeest
Specialist Master
Faster chat resolutions
“The biggest change with Hiver Live Chat is speed — chats land where we’re already working, so customers get an answer instantly without us juggling another system.”
William Ellick
IT & Support Manager
Cut handling time by 67%
“With Hiver, chatbots manage routine queries, and complex cases go straight to agents in real time. This improves productivity and ensures every request is resolved on time.”
Nelson Jay Dela Cruz
Group Miki
40% boost in response speed
“We built accountability into every customer touchpoint. The team responds faster, handles higher volume, and works with a level of confidence we didn’t have before.”
Kenedi Padgett
Manager of Scaled Customer Success
Everything you need in a
modern agentic platform
Frequently Asked
Questions
1. What makes Hiver different from other AI live chat software?
Hiver combines AI-powered live chat with an omnichannel support workspace. AI Agents can resolve requests using your knowledge and connected systems, while conversations that need human judgment move to your team with full context intact.Hiver combines AI-powered live chat software with a shared support workspace. AI Agents resolve repetitive queries using your knowledge sources, while complex conversations are routed to human agents with full context. Unlike standalone chat tools, every chat lives alongside email and other channels in one unified system.
2. Can Hiver’s AI live chat resolve customer queries automatically?
Yes. Hiver AI Agents can answer questions, follow defined procedures, retrieve context, and take actions in connected systems. You decide what they can resolve independently and where human approval or escalation is required.
3. How does Hiver handle conversations that need human agents?
When a conversation needs human judgment, Hiver routes it to the right teammate with the full conversation history and relevant context intact. The conversation can continue in chat or move to another channel without starting over.
4. Can we customise chatbot workflows?
Yes. Build rule-based flows for structured scenarios such as FAQs, booking requests, qualification, and routing. You can also define procedures for AI Agents to handle more complex, multi-step requests.
5. How does Hiver measure AI and live chat performance?
Track chat volume, response times, resolution rates, deflection, CSAT, and handoff patterns across both AI and human support. Use those insights to improve your workflows, knowledge, and staffing.
6. Does Hiver support canned responses and AI-assisted replies?
Yes. Teams can use shared reply templates, while Copilot drafts responses, surfaces relevant answers, and helps agents work through requests in real time.
7. Is Hiver suitable for enterprise support teams?
Yes. Hiver supports high-volume, omnichannel support with AI Agents, routing, analytics, cross-team collaboration, integrations, and controls for how AI operates.
