Hiver

AI customer support directly inside Gmail

Freemium
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Web, Chrome Extension
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WritingCustomer SupportCode

Try Hiver free

Free plan available
No credit card

What is Hiver?

Hiver brings customer support tools directly into Gmail, letting your team manage inquiries without switching between applications. It works as an add-on that turns Gmail into a shared inbox where multiple team members can handle customer emails, assign tickets, and track conversations in one place. The AI component helps with tasks like drafting responses, categorising messages, and suggesting next steps based on conversation history. It's designed for small to medium-sized businesses that want to improve their email support without adopting a separate helpdesk platform.

Key features

Shared inbox

multiple team members can access, assign, and respond to customer emails from Gmail

AI-assisted responses

generate draft replies based on conversation context and your team's tone

Ticket management

organise emails into workflows with status tracking and assignment features

Conversation history

view full email threads and customer interaction records in one place

Collaboration notes

add internal comments and notes to tickets without cluttering customer replies

Performance analytics

basic reporting on response times, resolution rates, and team activity

Pros & cons

Advantages

No need to leave Gmail; integrates directly into an interface your team likely already uses daily
Freemium model means you can test the core functionality without immediate cost
Faster setup compared to switching to a dedicated helpdesk system
AI suggestions reduce time spent drafting routine responses

Limitations

Limited to email-based support; doesn't cover other channels like chat or social media
May lack advanced features found in dedicated helpdesk platforms, such as complex automation or multi-channel routing
Effectiveness of AI suggestions depends on having consistent communication patterns in your team