Hiver

What Hiver Does

Hiver is an agentic customer service platform designed for teams handling complex, multi-step support requests across channels. It consolidates email, chat, Slack, voice, SMS, WhatsApp, and social media into a unified workspace where human agents and AI Agents collaborate on tickets. Built for operations, finance, IT, and customer support teams, Hiver solves the problem of fragmented tools and manual escalations that slow down resolution times.

Key Features and Capabilities

• AI Agents: Autonomous agents that execute multi-step, cross-system workflows—pulling invoice data from NetSuite, processing refunds in Stripe, updating Salesforce records, or creating Jira tickets automatically • Omnichannel Ticketing: Single queue for all channels (email, chat, voice, Slack, WhatsApp) with unified conversation history • Cross-Team Collaboration: Internal notes, Slack threads within tickets, and linked tasks across Jira, Asana, and Linear • AI Copilot: Investigates issues, surfaces account context, drafts replies, and takes actions across integrated tools • AI Help Center: Automatically turns resolved tickets into help articles and keeps documentation current • Customer Intelligence & AI QA: Tracks customer health, sentiment analysis, and grades every response against quality standards • Workflow Automation: Rule-based routing, SLA alerts, and agentic workflows that follow custom Agent Operating Procedures

Who It's For and Typical Use Cases

Hiver serves customer support, finance (AP, billing), IT service management, and HR teams at technology companies, healthcare organizations, logistics firms, and manufacturers. Teams use it to handle shared inboxes (billing@, support@, it@), resolve complex escalations that span CRM and ERP systems, and automate repetitive tasks like data lookups and status updates. Typical workflows include refund processing with policy checks, login troubleshooting with API calls, and cross-functional issue resolution involving engineering and finance.

Integrations and Connectivity

Hiver connects natively to Salesforce, Shopify, NetSuite, Jira, Asana, Linear, Slack, and 10,000+ tools via API, webhooks, and Model Context Protocol (MCP). It integrates with data warehouses, legacy admin tools, Google Workspace, Microsoft 365, and customer data platforms. AI Agents can interact with any browser-accessible system, even those without public APIs.

What Sets Hiver Apart

Unlike traditional helpdesks, Hiver is purpose-built for complex support that requires cross-tool context and multi-step reasoning. Its AI Agents don't just answer questions—they execute procedures you define in plain language, learning from institutional knowledge in Slack, Confluence, past tickets, and Google Sheets. With observability into every AI action, customizable guardrails, and a feedback loop that improves accuracy, Hiver delivers the infrastructure modern support operations demand.