Hiver updates hiverhq.com

Feature

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.

Enhancement

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:

1. New Inbound Conversation → Triggers when a new conversation is received into a shared mailbox.
2. New Outbound Conversation → Triggers when a new conversation is sent from a shared mailbox.
3. New Email Sent or Received → Triggers when an email is sent from or received into a shared mailbox.
4. New Note Created → Triggers when a new note is created in a shared conversation.
5. SLA Violated: First Response Time → Triggers when a First Response Time SLA policy for a conversation is violated
6. SLA Violated: Resolution Time → Triggers when a Resolution Time SLA policy applied to a conversation is violated.
7. New CSAT Rating Received → Triggers when a CSAT rating is received for a conversation.
8. Conversation Updated → Triggers when a conversation's status, assignee or tags are modified.

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!

Notes for customers who use the previous version:

• If you were a user of our first integration, you will have to recreate your current Zaps on the new version before December 01, 2021 (UTC), as zaps on the older version will stop working beyond this date. Here’s a short guide to walk you through the migration process. If you have any questions around migrating from the existing integration, reach out to us at support@hiverhq.com.
• Unfortunately, we are not going to support the trigger New Email in Shared Label in the new version as it did not align with our long-term vision for our customers.

Feature

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:

• Name → The full name of the user
• Email → The email address of the user
• Role → The assigned role of the user defining which permissions are available to him/her.
• State → Either 'Active' (the user is an active member of the account or 'Removed' (the user has been removed from the account)
• Added on (UTC) → the date and time in UTC at which the user was added
• Removed on (UTC) → the date and time in UTC at which the user was removed
• Mailboxes → The mailboxes the Active member is a part of

Mobile

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.

Feature

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.

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.