Hiver for Outlook is now going to be known as Hiver Omni. This rebrand reflects our vision to go beyond Outlook and bring you more powerful tools to manage customer conversations and collaborate better. All your existing workflows remain the same (no changes needed on your end), while we continue to expand Hiver Omni with new capabilities.

We’ve renamed Hiver for Gmail to Hiver in Gmail. The new name better reflects how Hiver works — seamlessly inside your Gmail inbox. Nothing changes in your workflows, you can continue managing customer conversations and collaborating with your team without leaving Gmail.

You can now customize the request form on your Customer Portal by adding fields. Choose from short answer, paragraph, or dropdown types to capture precisely the details you need. Every new request is automatically sent to your Shared Inbox, so nothing slips through the cracks.

Your customers can now easily locate and track their issues in the portal’s request list. They can search by subject line, filter by status, assignee, or date range, and even sort requests by newest or oldest first. To make access simpler and more secure, your customers can now also sign up or log in with Google SSO.

You can now hover over Shopify and NetSuite entities in an email body or subject line to view relevant details instantly. No more switching between tabs or losing context.

You can now add your Hiver Knowledge Base as a source for AI Copilot. Hiver AI learns directly from your help articles to deliver faster, more accurate answers, so your team always shares the correct information with customers.

The Hiver AI section in the Admin Panel now has a cleaner, more intuitive design. Quickly find AI Agents (Sentiment Analysis, Thank-you Detector, AI Tagging) to automate busywork and AI Copilot tools (Compose, Summarizer, Ask AI) to assist your team with every response.

You can now group related conversations from the same customer or across multiple customers using Linked Conversations. Linked Conversations gives your team full context, ensures consistent replies, and helps you resolve larger issues like billing errors, downtimes, or bugs faster.

Layout Settings is designed to improve productivity for teams handling multiple inboxes. They provide a side-by-side interface allowing users to view the conversation list and a selected email thread without leaving the current screen. It allows you to quickly view, tag, and reply to emails without navigating away from the inbox view.

Enable users to import Outlook folders as Tags and bring up to the last two weeks of recent “Inbox” emails into Shared or Personal Inboxes during setup. Imported emails are tagged with the original folder name, placed in a Closed and Unassigned state, and made searchable. Users can filter by these Tags and incorporate them into automation workflows.