You can now easily forward conversations from the Hiver mobile app to anyone. To top it off, we have also introduced quoted text in the mobile app. Quoted text in an email provides additional context by including a summary of previously exchanged emails in the conversation. Similar to the web experience, Hiver mobile app now supports including/excluding quoted text in email replies/forwards.
You can now quickly locate conversations of interest across your shared mailboxes. No more scrolling through various Views to find a conversation. Simply type a keyword which is present either in the subject or the body of the conversation that you’re looking for and voila!
If you are unsure which shared mailbox the conversation belongs to, switch to ‘All mailboxes’ to get matching conversations from all your shared mailboxes.
As a user of Hiver, you categorize your conversations using tags/assignees. Until now, you could filter conversations having a certain tag/assignee. With this enhancement, you can use the "Assignee is not" and "Tags do not contain" filters to explicitly exclude conversations having tags/assignees not relevant to you. These filter combinations can be saved as custom views for later use as well.
When a new conversation comes into a shared mailbox, it first finds itself in the Unassigned section (unless round-robin auto assignment has been enabled). As agents pick conversations to respond to from this section, their typical workflow would end with them assigning these conversations to themselves.
But this step takes a few extra seconds and often enough, agents even forget to do this as they’re already onto the next conversation. We recognised that this last step of manual assignment could be automated and we’ve done just that!
You now have the option to enable a feature called Auto-assign unassigned conversations to responder, found in the ‘Settings’ section of every shared mailbox. Once enabled, any unassigned conversation gets automatically assigned to the agent who makes the first, next or periodic response. This auto-assignment will work both on the Hiver Gmail extension and the Hiver mobile app.
Learn more about this feature here.
The good folks at Zapier have unlocked a treasure chest of possibilities when it comes to automating workflows between the apps you use. With integrations available from thousands of leading apps, there isn’t an automation workflow that you couldn’t conjure up!
Our first version of Hiver’s Zapier integration got the job done but we realised there’s a lot more value to be extracted for our customers. For this new version, we’ve introduced more triggers and also improved on the ones that you’ve used before. The update list of triggers are:
Apart from the updated list of triggers, we’ve also added new trigger filters such as assignee, status, tags and SLA policy that allows for more control. With the power of these triggers and filters under your belt, you can orchestrate a variety of Zapier workflows for your team, thus saving them precious time.
Ready to get started? Ready to get started? Learn how to create your first Hiver zap today!
As an account Admin, you may often find yourself needing a list of the current users in your account. To note down every row in the Users section of the Admin panel may turn out to be quite inconvenient. To solve this inconvenience, we’ve introduced a new functionality next to the ‘Add Users’ functionality within the Users section. You can use this to download a CSV file into your local machine, containing a list of the users in the account, with the following added information:
We’ve upgraded the app with a swanky new look to improve readability and make your email experience more fluid. Get the latest Hiver app from App store or Play store and take it for a spin.
To uncover deeper insights from Hiver Analytics, your way forward is to export the data into third-party tools like Google Data Studio, Microsoft Excel, Tableau and more. So far, you’ve had to manually download the raw data and upload it into these third-party tools which can prove to be cumbersome and time consuming.
To make life easier, we’ve introduced a new optional delivery method for Scheduled exports called AWS S3 bucket. Set up your AWS S3 bucket and you will receive your report data right into the bucket at the scheduled time. The file in the bucket is replaced on every export. You can then set up integrations to send the data from the bucket to the various tools that you use.
We’ve also introduced a new configuration called Range of data for Scheduled exports. This option allows you to specify the time range the data in each export covers. You can choose from the ‘Last 24 hours’ to the ‘Last 184 days’. So if you pick ‘Last 184 days’ as your Range, the data in each export will cover conversations from the last 184 days of the generated export.
You can learn more about setting up the AWS S3 connector by clicking here.
In Hiver Analytics, a useful way of uncovering insights is by isolating dates in which you find peaks and troughs in the graph. However, this requires you to keep moving back to the date picker, pick out your dates of interest and then look at the data. This gets cumbersome when repeated often.
To make this process of isolation easier, we’ve introduced a drag and select experience on graphs (that are grouped by date). So when you find dates of interest in the graph, simply click and drag your mouse across these points to filter into them. After your analysis, you can click on the 'Back to previous date range' button, found adjacent to the date picker to go back where you came from.
Since the launch of Customer Satisfaction feedback surveys in Hiver, our customers have had an added edge in honing their support resolution. Mailbox managers also have the ability to analyse CSAT feedback summaries in Hiver Analytics, thus ensuring plans for improvement are always backed with data.
Custom reports in Analytics allows you to create pre-filtered metric reports ensuring you are only a click away from the context you work within. And now, if it’s a pre-filtered CSAT feedback summary that tickles your fancy, we have you covered. You can now create custom reports on CSAT feedback received as well. We’ve also added a new ‘Status’ filter for CSAT feedback summaries that helps you filter CSAT feedback based on the status of the conversation.
