Visit the revamped analytics, now out of beta!

Our previous release update spoke extensively about the beta launch of the all new Hiver analytics. Since then, we’ve incorporated a lot of valuable feedback relating to user experience tweaks and performance fixes.

Most importantly, we shipped a major functional change that corrected the way emails were being identified as being sent from the mailbox or being received into the mailbox. This was especially noticed in cases when both the sender and recipient list included members of the shared mailbox. To ensure the accuracy of data, we have reprocessed all information contained within analytics. So if you’ve used the beta extensively, please revisit the reports to ensure you are looking at the latest corrected data. We’re truly sorry for the inconvenience, and rest assured, all flows have been corrected, performances have been optimized, and Hiver analytics is now out of beta!

Analytics: Review multiple User and Tag reports easily

In Analytics, while reviewing the performances of individual users and tags, you would often find yourself navigating back to the consolidated table to pick the next user or tag to analyze. But not anymore! You can now cycle through users or tags through the new handy selection menu.


Analytics: Analyze trends for CSAT ratings

How has your team’s CSAT ratings grown over the last month? If you’ve wondered about this, Analytics now has answers to your questions. We’ve introduced CSAT trends for Satisfied, Okay and Not Satisfied ratings. With this, you can analyze by what percentage have CSAT ratings grown or declined over any selected time period.


Email templates: Updates to search

A recent update to the template search function allowed search to be done across both the template name and body.

This, however, meant scrolling through a larger number of search results to find the relevant template.

We've heard your feedback and made changes to this behaviour. Search results that match the template name will now appear before the matches with the template body.

ET - Search Update.gif

Auto assignment enhancement

Auto assignment helps you reduce the time you spend manually assigning conversations.With this enhancement, you now have more control over the conversations that need to be automatically assigned. Use the tags you've created to filter out the new inbound conversations and assign them automatically to your teammates.This is particularly useful for mailboxes that receive transactional emails like Feedback requests or Form submissions.


Use Tags to categorise conversations on-the-go

With the updated mobile app, you can apply Tags to categorize conversations and take your inbox from chaos to clarity. With this enhancement, you can add or remove multiple tags in a conversation with a single action.


Email templates: Better search, faster access

Email templates allow you to respond quickly to your emails. This enhancement helps you easily access your five most recently used templates. Additionally, this update also comes with an improved search experience that searches across both the template name and content. This way you no longer need to remember the exact name of the template you're looking for.

P.S Use at least one template for the recently used section to start showing up for you auto-magically.


Shared drafts enhancements: Auto-save and better lock management

With the new enhancement to shared drafts, changes are now auto-saved, and locks are auto-released after prolonged inactivity of 10 minutes. The multi-taskers among us can now continue jumping between tabs and tasks, without losing unsaved changes or blocking someone else from working on shared drafts.


New Analytics: Measure every aspect of performance, draw insights, view associated conversations and more.

In our biggest release of the year so far, we have revamped the analytics platform within Hiver from the ground up.

With more metrics and individual email-level data, the new system is richer in information. Filter any action by user, status, or tags. Track performance for a specific account or type of conversation. View the full report card for a single user or tag, or drill down to the individual conversations. This system is all you’ll ever need to stay on top of your team’s performance.

Lastly, over and above what you could already do with exports, now you can also download the raw dataset for each metric. The Export & Download capabilities of new analytics open up unlimited possibilities for you to calculate your metric and build visualisations exactly as per your need.


Mark conversations as unread through mobile

Couldn’t finish reading a conversation and want to revisit it later? Now you can easily mark a conversation as unread on the mobile app and visit it later on either your mobile or desktop.