Need quick answers from a Google Sheet? Upload it as a knowledge source and use Ask AI to get answers to questions like “Top 5 customers by MRR” or “Average CSAT for US region” without any manual analysis.

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Add your Confluence pages, Google Docs, and Google Sheets as knowledge sources in Hiver. Train Hiver AI on content from Google Drive and Confluence, including SOPs, product docs, and other internal guides so it can draft replies, answer questions, and more.

Learn more: Hiver Omni | Hiver in Gmail

Omnichannel Search lets you search across email, chat, and Slack in one place, with unified results and clear channel visibility. It also brings consistent filters and bulk actions across channels, making it easier to find and act on conversations without switching contexts.

Slack is now a customer service channel in Hiver Omni, allowing teams to manage Slack messages and threads as structured, trackable conversations alongside email and chat. Bring ownership, SLAs, analytics, automation, and CSAT to Slack interactions without switching tools.

The API call Action lets you call external APIs directly from automations to push and pull data across tools.

It enables dynamic workflows by passing Hiver data into API requests and using responses to power downstream actions.

Collision Alerts prevent duplicate replies by showing real-time alerts when multiple agents are drafting in the same conversation. They improve team coordination with a primary responder system, ensuring clear ownership without restricting flexibility.

A new Automations Center brings all automation templates into one place, making it easier to create workflows. Quickly set up rules for assignment, tagging, and responses using templates, with support for AI-powered actions like extract, triage, and summarise.

Learn more: Hiver Omni | Hiver in Gmail

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.

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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.

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