Hiver Omni

Introducing Slack as a channel on Hiver Omni where Slack messages can be managed as conversations/tickets in Hiver inbox

Automatically discovers and groups conversations into meaningful topics based on customer intent and themes across channels, enabling teams to understand emerging issues, track trends, and prioritise improvements without manual configuration.

Automatically reviews conversations to evaluate response quality, policy adherence, tone, and resolution effectiveness, helping teams improve agent performance and maintain consistent support standards.

Provides admins with clear insights into AI impact by measuring efficiency gains, resolution improvements, and cost savings driven by AI adoption.

Generates high-quality, context-aware response drafts based on conversation history, knowledge base content, and company tone, allowing agents to reply faster with confidence.

Extracts actionable items from conversations and automatically creates, assigns, and tracks tasks to ensure follow-ups are not missed.

Automatically analyzes conversations to identify intent, topic, and context, and applies relevant tags to enable better routing, reporting, and automation.

An upgraded AI assistant that proactively supports agents with real-time conversation insights, suggested replies, summaries, and recommended next actions to improve resolution speed and quality.

It's useful to copy/paste a conversation link in a chat (e.g. Slack) or a ticket (e.g. Asana). The default "Full view" does not change the browser URL when looking at a conversation. It's unintuitive, but you can use the "List-Only view" and the URL bar will change when you pick a conversation. Suggested fixes: * Have the URL bar change when you pick a conversation in the various Split Layouts * Include a button or menu item to copy a link to a given conversation

Speed up query response time with intelligently recommended email template suggestions.