Hiver Omni

Currently the Slack integration is not supported for Outlook. It would be nice if it was possible to send updates to a slack channel for incoming tickets.

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

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

Enable team members to schedule and manage their availability, for seamless workflow continuity.

Collaborate on email responses in real time by sharing drafts with the team to figure out the best responses for your customers.

Extra option to add "follow up" to emails with all status settings Possible settings: Follow up by date Follow up after X amount of days (with the extra settings options = if not received a reply) Having a separate section to see all the follow up's. Filters like agents and status should apply here also. Kind regards,

Use Autoresponder to automatically send a response email to either a new conversation or a new email in a conversation.

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.

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

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