Hiver updates
Hiver updates
hiverhq.com

Create new tags during bulk categorization

Existing Hiver bulk actions enable you to add or remove tags on multiple conversations. However, while doing so, you might come across a new category of customer emails and might want to create a new tag.

This enhancement lets you do exactly that, helping you stay focused on the task. No more back and forth; easily create new tags while you’re categorizing conversations in bulk.

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Automate based on keywords of interest in your email body

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Many teams have processes that involve addressing standardised email templates, for example shipping information or invoice emails. And based on what’s in these emails, there would be a set of Hiver actions that follow. For example, if you got a shipping ticket for North Carolina, then it’d be useful to add the tag 'North Carolina' and assign it to an agent that works out of North Carolina.

To automate these Hiver actions, you have a new condition called ‘Body’ in Automations. This option searches a new conversation’s body for keywords of interest. When a match is found, Hiver will automatically perform the follow-on actions you've set up. You can learn more about automations here.

Note: We are rolling this option out in batches for Pro and Elite plans. If you don’t see it yet, don’t worry. You’ll have it soon!

Introducing Dark Mode on the mobile app

The Hiver mobile app has been given a major facelift to improve readability and help you take care of your eyes while you’re working on your emails.

The app works in sync with your system settings and automatically picks your phone’s theme when you change it to dark/light. You can choose to override the system settings and keep the app always in dark mode using the toggle in your app menu.

With this latest update to the Hiver mobile app, you can now say goodbye to digital eye strain and say hello to the dark mode!

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Track conversations that went missing

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As a manager, you will come across conversations that are supposed to be part of a shared mailbox but aren't anymore. These conversations were either trashed, marked as spam or removed via Hiver's 'remove email from shared mailbox'.

However, there is a high chance of such removed conversations slipping under your radar altogether. You wouldn't know which conversations were removed, when were they removed and by whom. This causes a lot of headache!

To help you keep track of such conversations, Hiver has a new feature called “Removed conversations log” that sends you a periodic log of all conversations that were removed from a shared mailbox. The logs will tell you which conversation was removed, who removed it, when was it removed and how was it removed.

You will find this service under the Settings section in any shared mailbox’s Admin panel page.

Reverse the order of messages in a thread to see the latest message first

While viewing a conversation within Gmail, the latest message received for a conversation is shown at the bottom of the thread. This results in you having to scroll to access the latest message across multiple such conversations.

This feature release gives you the option to see the latest message in a conversation right at the top of the thread. This is a user level setting that applies across Gmail. Learn more on how to get started with this.

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Was the conversation trashed or marked as spam? You have an answer now!

A conversation can be removed from a shared mailbox by trashing it, marking it as spam or using Hiver's built-in ‘Remove email from shared mailbox’ option. Whenever this happens, Hiver logs this removal in the activity feed for the conversation.

However, this log did not show the method behind the removal. It simply stated that the conversation was removed by a user.

To bring more visibility behind the method, Hiver now explicitly states if a conversation was removed by trashing it or by marking it as spam as seen in the image below.

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Send new mailbox conversation alerts to private Slack channels

The existing Slack integration only allows you to send new mailbox conversation alerts to public channels. This does not work for all teams as they could be operating within private channels.

This enhancement allows you to send new mailbox conversation alerts to private channels as well. Learn more on how to get started with this integration over here.

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Introducing the new revamped Automations

Hiver Automations has been rebuilt from the ground up to help enable your team's complex workflows. This rebuild supports all the past capabilities and includes some exciting new updates:

  1. Clear event based triggers: Automations can now be set to trigger based on events that happen within Hiver. To start with, you can define Automations to trigger when receiving a new inbound conversation or when a new outbound conversation is sent.
  2. Use OR/AND operators: Automation conditions can be set based on a combination of OR/AND operators. This gives you the flexibility to build the complex workflows you are after. Now assign conversations with specific keywords in the subject, from specific customers to a member in your team without breaking a sweat!
  3. Automate multiple actions: Automations allow you to take multiple actions on a conversation. You can Assign a conversation and add relevant tags to a conversation without breaking a sweat.
  4. Define conditions based on different criteria: You can now define conditions based on the From, To, CC or subject attributes to look for exact matches with a term or across multiple keywords. Assign all conversations that come from the list of accounts she manages without lifting a finger (well, not quite, but you get the drift).
  5. Change the priority of Automations: By default, Automations in Hiver are processed from top to bottom. Now you have the flexibility to change this priority by rearranging the order of these Automations.

All this and a lot more has been launched as part of this update. Learn more about everything that is part of this update over here! autom_1.gif

Download filtered reports

Previously, on downloading an Analytics report that had filters applied to it, you wouldn't get the specific data corresponding to your applied filters. Instead, you would get the entire unfiltered data requiring you to apply the same filters again in your spreadsheet. We released a fix to make this flow less painful, so going forward, your downloaded raw data will be filtered to match your on-screen report.

Email Templates on tap!

Composing or replying to emails just got faster on the Hiver mobile app with the introduction of Email Templates. While on the email body, you can preview and insert your favorite templates by searching for them or even quickly access the ones you used recently. If the template has placeholders, you can define the values for it before inserting it into the email body.

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