Hiver for Gmail

Every team has unique needs, hence we're building Custom Statuses in addition to Hiver's default statuses (Open, Pending, Closed) allowing you to define stages that fit your specific workflow. Define custom stages: Create statuses like "Approved," "Rejected," "In Progress," or "On Hold." Enhance transparency: Clearly communicate email statuses to your team and customers. Streamline workflows: Automate transitions between custom statuses, reducing manual intervention and increasing efficiency. Custom Statuses help you create a workflow that mirrors your team's needs, making email management more efficient and effective.

This feature empowers teams to set and track response targets for each subsequent customer interaction, ensuring timely and effective communication. Next response SLAs complement Hiver's existing First Response SLAs and Resolution SLAs, providing a more comprehensive approach to customer support. You will be able to customize response targets based on customer segments, issue types, priority, etc. Also, monitor response SLAs in real-time, enabling teams to prioritize and maintain high-quality customer experiences and build trust.

We would love to see an enhancement to Hiver’s AI functionality with an AI Email Assistant that helps generate emails based on keywords while utilizing stored email templates. How it works, an example: When a customer asks about their order status, the user enters relevant keywords (e.g., “dispatch confirmation” + tracking ID) or short notes into a comment field. The AI analyzes the customer’s email, matches it with existing email templates, and suggests a suitable response. If necessary, the system can request confirmation of the selected template before generating the email. The final email is personalized, written in the customer's language, and includes the provided details (e.g., tracking ID) in the appropriate context. We already use a similar google extension "AI Mail Assistance" with great success, but it does not yet take our existing email templates into account. This would be a huge advantage and should be feasible for Hiver.

Introducing a new "Is Empty" filter for date, number, and text-type custom fields, along with a filter banner for better visibility of applied filters.

Stay proactive with automated reminders for approaching due dates or follow-ups, ensuring your team never misses a deadline. Key Benefits: Improved Efficiency: Keep tasks on track with timely notifications. Proactive Workflows: Enable teams to act before deadlines approach. Enhanced Accountability: Ensure no follow-up or due date is overlooked.

Allow users to seamlessly drag and drop attachments directly into Notes while composing them. Benefits: Saves time by simplifying the process of adding attachments Improves efficiency with fewer steps needed to include files

Through this feature, teams will be able to create multiple knowledge bases, each tailored to specific needs and audiences. This enhancement addresses the requirement for private, public, or customer-specific knowledge bases, ensuring that your team can manage and share information effectively. Key highlights: Customized visibility: Control visibility for each knowledge base, allowing you to keep some private, public, or restricted access to specific customers or use cases. Streamlined management: Manage multiple knowledge bases from a single interface, simplifying the process of creating, editing, and updating content.

It would be nice if an "Admin" could somehow get a view of all automations by mailbox, including the details (flow). An Admin (or Mailbox Admin or custom role Admin should be able to "download or export " all the automations he has access to, in a chosen format (csv, xlsx, pdf, …). Currently it’s only possible to view the flow of one automation at the time for one particular mailbox.

The use case is we wish to enable auto capturing customer names from email titles with regular expressions and apply the value captured as tag [CustomerA]. Submitted an issue would end up with the request labeled ‘CustomerA‘. Current tagging only allows pre-defined tags which could be hard to scale when the tag values are dynamic.

add Filter / Search in Customer Portal