Teams can now track how AI Answers (AI Agents) are performing with built-in analytics for AI-powered flows. Monitor key AI metrics, filter AI and human interactions in Chat Analytics, and get clearer visibility into how AI impacts resolutions and customer experience. Learn more

Hiver now offers a centralized Accounts & Contacts directory, giving teams complete visibility into customer conversations. Hiver offers detailed views, full context, activity history, and key insights at an account and contact level.

Hiver AI now continuously evaluates customer sentiment across conversations, helping teams identify frustrated or at-risk customers early and prioritise responses more effectively.

Hiver Automations now support API calls, letting you connect Hiver with any service that offers an HTTPS API. Push data, trigger actions in external tools, and build custom workflows that eliminate manual work and keep systems in sync.

You can now review your team’s chats with Ask AI to understand the responses it generates and share feedback on inaccurate, incomplete, or low-confidence replies to help Ask AI learn and improve continuously.

Tired of manually exporting and attaching conversations from Hiver to your CRM? You can now automatically sync conversations to the right contact in Salesforce and NetSuite, making audits faster and CRM records more complete.

You can now add custom email service providers to Hiver Omni. This lets you connect any email provider as a Shared Inbox in Hiver to receive, send, and manage customer conversations from a single workspace. Learn more

Collaborate on outbound emails before sending them to ensure accuracy and consistency. Shared Drafts enable teammates to co-write, refine messaging, and expedite review cycles.

Create an AI Task to extract key details from conversations and push the extracted data directly into the tools you use, Hiver notes, and more. Simply describe what you want to extract, and Hiver AI will create the workflow for you.

Use to ground replies drafted by Ask AI replies in your Knowledge Base articles, ensuring responses are detailed and accurate. This is especially useful for cases that rely on internal policies, process clarity, or domain-specific details.