Native voice and text support
Talk and text with customers without leaving Hiver. Every call and SMS becomes a tracked conversation, linked to the account with full history.
Still relying on patchwork and brittle integrations for voice? That can get messy.
Flying blind on every call
The phone rings and all you’ve got is a number. No account, no history, no reason for the call. Just “how can I help?” and a guess
Synced isn't the same as native
A non-native phone tool gives you two bad options: log every call manually, or trust an integration that ends up breaking and takes your data with it.
The bill won't stop talking
Per-minute fees. SMS overage caps. “Premium” add-ons for the basics. Every feature has a price tag. The bill talks more than your customers do.
Spin up a line. Catch the call. Keep the record.
Every call and text becomes a ticket
Inbound, outbound, missed call, voicemail, SMS. Each one becomes a ticket with the recording, transcript, and AI summary attached. Nothing slips through the cracks.
Routed to the right person, on its own
Calls and texts follow the same routing rules and triggers you already have in place for every other channel. No separate system to learn, no parallel rules to maintain.
One customer. One history. Every channel.
Calls and SMS sit in the same queue as the rest of your support. The moment an agent picks up, they see everything — past emails, chats, Slack threads, and texts. No “can you remind me what this is about?”
Cross-channel reporting that puts you in control
Compare voice and SMS against email, chat, and Slack in one view. Track call volume, response time, missed-call rate, and SLAs, and finally see where the phone fits in your support load.
“We believe in simple and transparent pricing. Phone support is $35 per seat/month in Hiver. There are no per-minute fees, overage caps, or extra fees for AI features.”
Frequently Asked
Questions
1. How is this different from a regular phone integration?
It isn’t a dialer bolted onto Hiver. Voice is a native channel — every call is a structured conversation with an owner, status, recording, and transcript, tracked and reported next to all your channels. Your team never leaves Hiver to take a call.
2. Do I need to buy a number or set up telephony?
No. Create a Voice Inbox and Hiver gives you a dedicated number on the spot. Nothing to wire up, no external provider to manage before your first call.
3. Can I bring my own number?
Your call. Take one from Hiver out of the box, or bring your own telephony — either way, calls and texts land in Hiver as tracked conversations.
4. Can I send and receive SMS too?
Yes. Two-way SMS is included at no extra cost. Texts sit in the same queue as calls and email, so a conversation can move from a text to a call to an email without losing the thread.
5. What happens when an agent misses a call?
It’s auto-tagged for callback and becomes a conversation in your queue — so it has an owner and gets followed up, instead of sitting unnoticed.
6. Can agents see who’s calling and their history?
Yes. Because calls live alongside email and chat, agents get the customer’s full history the moment they pick up. No starting from scratch.
7. Do you charge per minute?
No. Phone and SMS are a flat $35 per seat/mo. No metering, no overage caps, no add-on fees.
8. How fast can we get started?
The moment you create a Voice Inbox, you have a number and can take calls. Routing, business hours, and reporting layer in from there. Value on day one, not after a setup cycle.
