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Hiver

SUPPORT
Velocity0.0

Gmail-based customer support and helpdesk tool

hiverhq.com ↗

Gmail-based support tooling wiring internal docs into its AI and unifying search across channels

customer-supportgmailai-knowledgeomnichannelautomation
◆Current state
Hiver's April releases center on grounding its AI in a company's own material. Confluence pages, Google Docs and Google Sheets can be added as knowledge sources, and Ask AI can query an uploaded Sheet directly — answering questions like top customers by revenue without manual analysis. Alongside that, Omnichannel Search spans email, chat and Slack with unified results and channel attribution, and automations gained a trigger for conversations moved into a shared inbox. Each release appears twice in the feed.
◆Where it's heading
The product is extending past the shared-inbox job into being the place a support agent finds any answer. Knowledge sources make the AI useful on internal SOPs rather than generic replies; omnichannel search makes prior context findable regardless of where the conversation happened. Both reduce the reasons an agent leaves Gmail, which is the whole premise Hiver sells on.
◆Prediction
Expect more knowledge source connectors on the pattern set by Drive and Confluence, since the Sheets query capability shows the ingestion path already handles structured as well as prose content.

◆Recent moves

  1. 3mo ago

    Run queries on Google Sheets with Ask AI

    A Google Sheet can be uploaded as a knowledge source and queried through Ask AI. Querying structured data in natural language is a step beyond document retrieval, and it is the more technically interesting half of the knowledge-source work.

    View source ↗
  2. 3mo ago

    Google Drive and Confluence as AI Knowledge Sources

    Confluence pages, Google Docs and Sheets become AI knowledge sources, so Hiver AI answers from a company's SOPs and product docs. Grounding is what separates a useful support assistant from a generic one.

    View source ↗
  3. 3mo ago

    New Automation trigger and condition

    A new automation trigger fires when a conversation is moved into a specific shared inbox. Routing-driven automation fits the multi-inbox structure larger Hiver accounts run on.

    View source ↗
  4. 3mo ago

    Google Drive and Confluence as AI Knowledge Sources

    Duplicate record of the Drive and Confluence knowledge sources release. The feed publishes each item twice.

  5. 3mo ago

    Run queries on Google Sheets with Ask AI

    Duplicate record of the Ask AI Sheets query release. Cited once above.

  6. 3mo ago

    Introducing Omnichannel Search

    Omnichannel Search covers email, chat and Slack with unified results and clear channel attribution. It makes Hiver Omni's multi-channel promise usable by giving agents one place to look.

    View source ↗