Easily balance agent workloads and ensure coverage during busy hours. Admins can now view and update agent availability statuses directly, giving them more control and visibility over team operations.

Track SLA compliance fairly and prevent unnecessary violations by measuring your team’s performance within business hours. Exclude off-hours from your SLA compliance calculations so your team’s reponse and resolution performance is captured accurately.

Find what you need, faster. You can now spot gaps or untagged emails quickly by filtering conversations that don’t have a specific tag. Plus, the Assignee dropdown lets you easily view Unassigned conversations, so nothing slips through the cracks.

Create a Knowledge Base with answers to all your frequently asked questions directly from Hiver. Create help articles and organize them in categories on an easily accessible help centre for your team and customers.

Working through emails just got faster. You can now switch to the next or previous conversation from the conversation screen without returning to the list view after each reply.

Access important customer information in a jiffy. Easily search for orders, contracts, or invoice details from Shopify and NetSuite within the Connectors panel, and link the proper record to any conversation, without leaving Hiver.

Do you want to define who receives your automated responses? Just specify the domains or email addresses you wish to exclude in Hiver’s Auto Responder settings, and those contacts won’t receive automated replies. Keep conversations clean by sending auto-replies only to the right people.

Don't want your personal emails on Hiver? Go ahead and disconnect your Personal Inbox from Hiver's Admin panel to control what you see in your Inbox.

The new Inbox Admin role makes it easier for team leads to gain granular control over specific Shared Inboxes. Inbox Admins can manage settings, participants, analytics, and dashboard widgets for their assigned Inboxes without full admin access.

Ensure your SLAs accurately track your team's handling times and violations, without penalizing them. The Resolution SLA timer (RT) now pauses automatically when a conversation is marked as Pending and resumes when the status changes—useful when waiting for a customer reply or external input.