Hiver

Hiver is a customer service platform with an omnichannel inbox, ticketing, workflows and AI Agents that resolve multi-step requests across systems like NetSuite and Stripe, plus Copilot, AI help center, insights and QA.

Hiver is a customer service platform that combines a shared omnichannel inbox, ticketing, workflows and AI features in one workspace. It is aimed at support teams whose requests rarely end with a single reply: refunds that touch billing systems, escalations that need engineering or finance, and conversations that begin in email and continue in chat or Slack. The vendor says more than 10,000 teams use it. In practice, email, live chat, Slack, voice, SMS, WhatsApp and social channels feed a single queue with unified history. Teammates can be pulled into a conversation through internal notes and @mentions, Slack threads can be handled inside Hiver, and tickets can be linked to Jira or Linear issues. Workflows cover routing, triage, SLA alerts and updates across tools, and they can be rule-based or agentic. For the agentic kind, AI Agents follow procedures written in plain language, such as pulling an invoice from NetSuite, checking a refund policy and issuing the refund in Stripe. The agents draw on past tickets, Slack, Confluence, Notion, Sheets and PDFs, and can work in systems that lack APIs if the team can see them in a browser. Around the agents sit several AI layers. AI Copilot helps human agents investigate issues, find answers, draft replies and take approved actions. An AI help center feature turns resolved conversations into draft articles and flags knowledge gaps. AI Insights groups conversations into topics and subtopics, Customer Intelligence tracks account health and sentiment from tickets, CRM, calls and product usage, and AI QA grades responses against standards the team defines. Hiver sits between lightweight shared-inbox tools and large enterprise service suites. Its distinguishing angle is the pairing of cross-team collaboration with agents that act across back-office systems rather than only answering from a knowledge base. Connections run through native connectors, MCP and API, with Salesforce, Shopify and NetSuite named as examples. A free trial and a demo booking are both offered, and a security page covers its AI trust practices.