Hiver’s AI QA evaluates your team’s responses against the parameters that matter to your business and surfaces quality trends and performance insights across conversations. Start catching issues early, coach with precision, and continuously raise the bar on response quality, without any manual reviews.

We’ve given your Knowledge Base portal a fresh new look to make it easier for customers to scan and read through articles and find what they're looking for faster.

As a bonus, each article now also includes a floating table of contents that’s automatically generated from its headings (H2s), helping readers jump between sections easily.

Creating and optimizing AI Tasks for greater accuracy and more predictable performance is now easier. You can now:

You can now import external data from your CRM or spreadsheets into Hiver as Custom Objects and use it to power dynamic workflows. For example, you can create a Custom Object with customers and their dedicated account owners and automatically route incoming conversations to the right person based on predefined relationships.

Customer emails sent directly to individual team members can now be automatically moved to your Shared Inbox using Automations. This ensures that all conversations are tracked, assigned, and managed by your team rather than handled in silos.

Quick Access gives you a one-click shortcut to view related entities from your connected app, or create a new one if no match is found. Currently supported for NetSuite, Salesforce, Shopify, ClickUp, and Asana.

You can now insert clickable hyperlinks directly inside Shared Drafts for new outbound emails. Use Cmd + K (Mac) or Ctrl + K (Windows) to quickly add links and keep your drafts clear and easy to navigate.

Hiver AI now automatically scans incoming conversations and assigns tags based on content and intent. It learns from your team’s existing tags to improve accuracy over time and can trigger automations like routing, field updates, and escalations. Learn more.

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.