Make sure customer emails marked as spam by mistake don't go unanswered. The new Spam view shows emails from Gmail Spam or Outlook Junk and lets you recover them to a Shared Inbox.

Make the views your team relies on easy to find. Admins can now add up to five views to everyone's favorites in a Shared Inbox.

You can now choose how you want to track resolution time when a customer reopens a closed conversation. Configure when the resolution timer should restart and see each resolution cycle in your SLA reports.

Emails from colleagues or vendors can inflate conversation counts and trigger SLA timers, even when no customer is waiting for a response. Mark your company's domains as internal to prevent these emails from starting SLA timers or counting as new conversations in reports.

Connect your Shared Inboxes to an AI assistant to find the conversations you need, get up to speed on customer issues, and draft replies as Shared Drafts. You can also add notes, update tags, and take actions in your other connected tools. Admins can explore support trends in conversation volume, response times, SLA attainment, CSAT, and workload.

Learn more: Hiver in Gmail | Hiver Omni

Plan your team’s working hours across day, night, and overnight shifts. Hiver automatically marks members on a shift as Available when it starts and as Away when it ends, so new conversations don't go to someone who is not on shift. Each shift can have its own hours, members, and time zone.

Manage customer WhatsApp messages in Hiver, right alongside your other channels. Connect your WhatsApp Business Account, so your team can assign, tag, and reply to every conversation from Hiver.

You can now create Automations to forward an email and its attachments to any external address. You can use this to send invoices to your finance team or route vendor emails to an external tool without forwarding them manually.

We’ve reorganized Hiver AI features into AI Copilot, AI Agent, Skills, and Insights. AI Tagging and AI Sentiment Analysis are now under AI Copilot, and AI QA is under Insights.

Start or link up to four Slack threads from a single Hiver conversation to coordinate different discussions in parallel.

Learn more: Hiver in Gmail | Hiver Omni