Hiver Omni

We really appreciate Hiver's internal AI tools, but there's still a big gap on the customer-facing end. We’d love to see an AI chat widget built into the Customer Portal that pulls directly from our company knowledge base. Letting customers chat with an AI trained on our specific processes before they submit a ticket would give them instant resolution and keep unnecessary tickets out of our queue.

Introducing AI Agents in Chat, that autonomously understands context, reason through problems, and resolve customer queries, without human intervention.

Same when you create a rule in Microsoft backend, one rule affects all emails incoming to the organization

Most Recent Email at the Bottom of the Thread

Automatically assign an unassigned conversation to the person who replies to it. This is available in Hiver Gmail but not Hiver Omni.

Would love to have a Dark Mode on Hiver OMNI for Macs. I cant stand looking at a white background all day!

Track each email conversation easily using unique Conversation IDs (just like ticket numbers).

Managers and supervisors can follow email threads of interest to get notified on progress made on customer queries & escalations.

When making an automation, allow for the variables defined by the AI task to be entered as is in the custom fields, with the requirement that the variable and custom field type are the same.

Admins can now configure default field values for app actions in ClickUp, Jira, and Asana so agents can create tickets instantly without any manual entry.