Hiver updates hiverhq.com

Enhancement

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.

Enhancement

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.

Enhancement

Hiver Notifications often double up as a task list. As a shared inbox user, you might receive a lot of notifications throughout the day, but some tasks tend to be more important than others.

For example: Admins would consider SLA notifications a high-priority task, whereas a Member might find @mentions or CSATs equally important.

But amidst all the different kinds of notifications, your priority tasks take a hit and get lost in the vast pile of to-dos. With this enhancement, we’re helping you cut the noise and filter your priority notifications with ease.

You can select your ‘Priority’ notifications from Settings and even configure them to see the count of only those notifications on the bell icon.

Maximize productivity by easily focusing on what matters to you!

Enhancement

We’ve introduced 5 more nifty calendar shortcuts in Hiver Analytics for you to quickly hop across different time periods. They are:

• Yesterday
• This week
• This month
• This quarter
• Last quarter

These shortcuts are also available for creating a new export.

Notes:

• The calendar week starts from Monday.
• The quarters in order are: Jan to Mar, Apr to Jun, Jul to Sep and Oct to Dec.

Enhancement

While analysing Analytics export data, you will often find conversations of interest that you want to further investigate on Gmail. However, locating this conversation in Gmail isn’t easy. Your best bet is to copy & search for the subject in Gmail, which becomes cumbersome if the subject is based on a template.

To alleviate this pain, we have introduced a new column called Private permalink for all reports in Hiver Analytics. You can simply click on a conversation’s private permalink to jump right to the conversation in Gmail. No more endless searches for your conversation!

You can read more about what a private permalink is here.

Feature

Emojis are better substitutes for expression than plain text. Using ✅ drives the point home more than “done/okay” or using 😂 is far better than typing “hahaha!” And now, this power of expression is available on Hiver notes. You can search and insert emojis into a note by clicking on the emoji picker found on the note composer. You can also quickly add an emoji at the cursor with shorthand notation; just type ‘:’ followed by your preferred emoji.

It’s time to get creative with your notes!

Mobile

Private Permalinks let you share links to conversations outside Hiver for you to collaborate with your teammates on different communication channels like Slack, Google Chat, etc.

Previously, permalinks would only work on the web as they were designed to redirect to Gmail. With this enhancement, you can also open private permalinks on the Hiver mobile app while collaborating with teammates on your mobile device.

Enhancement

Private and public links are used to refer others to shared conversations that are of interest. This update for Permalinks brings in added functionality that will take your productivity a notch higher!

Private links redirect mailbox members to the conversation within Gmail. With this update, private links are auto-generated for every shared conversation resulting in a constantly available shortcut to jump right into a conversation.

A public link redirects anyone on the internet to a webpage containing emails exchanged in the shared conversation. Previously, the public link only contained emails until the point of generation. You can now update the link to reflect the latest emails in that conversation. For added security, mailbox managers can now selectively choose to enable or disable public links across every shared mailbox.

You can learn more about Permalinks here.

Enhancement

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.

Enhancement

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.