AI email assistant review
Hiver review
Best for: Customer support, finance, HR, IT service, operations, logistics, and other teams that handle shared addresses such as support@, billing@, or info@; Gmail-centric teams that want support workflows without leaving Gmail; and multichannel support teams that need a standalone shared workspace with Outlook or other providers.
Our review
The full take on Hiver
Hiver is an active AI-enabled customer-service and shared-inbox platform for teams, not a personal email assistant. It has two materially different products: Hiver in Gmail adds a help desk inside Gmail, while Hiver Omni is a standalone omnichannel workspace that can connect Gmail, Outlook, and other email providers. It is strongest for support and operations teams that want assignments, collaboration, automation, AI-assisted replies, and AI agents around shared customer conversations; its main directory caveats are category scope, per-seat pricing, vendor-only evidence for the newest agentic claims, and inconsistent public wording about which advanced AI capabilities are live versus coming soon.
Features and fit
What Hiver does
Assignment and ownership, ticket status, tags, internal notes and @mentions, collaborators, shared drafts, collision prevention, routing, SLAs, CSAT, custom fields and views, templates, analytics, automations, a help center, and a customer portal. Exact availability varies by plan and product variant.
Product type
AI-enabled customer-service platform, help desk, collaborative shared inbox, ticketing system, and omnichannel support workspace. The primary editorial category is customer-support-shared-inbox, not personal productivity, sales coaching, or a general-purpose email client.
Email and platform support
Hiver in Gmail requires Gmail or Google Workspace. Hiver Omni works with Gmail, Outlook / Microsoft 365, and other providers; the current Omni plan comparison explicitly says email accounts from Google, Microsoft, Zoho, and others can be connected. Hiver's Outlook shared-mailbox page documents assignments, collision detection, notes, shared drafts, automation, AI triage, suggested replies, SLAs, and reporting on top of Microsoft 365.
Product variants
Hiver in Gmail is a Chrome-extension experience built on Gmail / Google Workspace. Hiver Omni is a standalone web application for teams that need multiple channels or do not use Gmail.
AI Copilot capabilities
The current AI Copilot page says Copilot can draft and rewrite replies, summarize threads, answer questions from past conversations and connected knowledge, suggest next steps, tag and route requests, detect sentiment, surface history, and queue cross-tool actions for a teammate. The pricing comparison separately names AI Summarizer, AI Compose, Ask AI, and AI Suggested Response.
AI Agent and automation capabilities
The current AI Agent page says agents can categorize requests, detect urgency and sentiment, assign tags, close low-value replies, resolve FAQs, and trigger multi-step workflows. Hiver markets plain-language Agent Operating Procedures, API / MCP / connector actions, knowledge grounding, observability, guardrails, and human handoff; however, both live pricing pages still mark AI Operating Procedures as “coming soon,” so the directory should not claim general availability without an in-product or contract-level check.
Harvey naming
“Harvey” appears in older Hiver blog posts and downloadable marketing assets, including the 2025 AI/CX article. Hiver's current homepage, AI pages, pricing, and July 2026 changelog instead use Hiver AI, AI Copilot, and AI Agents. Treat Harvey as a legacy name and do not present it as the current product name unless Hiver confirms otherwise.
Knowledge sources
Hiver's current pricing and AI pages list past conversations, help-center content, URLs, PDFs, Notion, Confluence, Google Drive, Slack, CRM records, and connected business systems as potential context for Copilot and Agents. Access and plan requirements should be checked before publication.
Channels
Hiver in Gmail is centered on email and help-center workflows. Hiver Omni advertises email, live chat, Slack, voice, WhatsApp, social channels, web forms, a customer portal, and a help center. Voice is shown as a paid add-on on the Omni pricing page; higher tiers unlock additional channels and routing.
Integrations
The current integrations page names Salesforce, HubSpot, NetSuite, Shopify, Jira, Linear, Asana, Slack, Zapier, APIs, and webhooks. Hiver's page uses inconsistent totals ranging from 100+ to 1,000+ and 10,000+ integrations, so avoid publishing an exact count.
Compliance
Hiver states that it is GDPR, SOC 2 Type II, ISO 27001, CCPA, and HIPAA compliant. Its security center says the SOC 2 Type II report is available under NDA. Phrase these as vendor-stated certifications / compliance and verify the current trust report before publication.
Pricing
Plans and cost
Both current product pages list annual-billing prices of Free at $0, Growth at $25/user/month, Pro at $55/user/month, and Elite at $85/user/month. The displayed monthly-billing prices are Growth at $35, Pro at $65, and Elite at $95 per user/month. AI Agents and AI Copilot are listed from Growth upward; AI QA is an Elite feature. Prices and inclusions differ from older third-party reviews and must be date-stamped.
Free plan or trial
A Free plan is listed as “free forever.” New signups receive a seven-day Elite trial without a credit card, after which they can select a paid plan or choose the Free plan. The pricing FAQ says all plans start at two seats and seats then increase in specified increments.
Privacy and security
What happens to your email data
Hiver's security center distinguishes the two variants. Hiver Omni retains email content, attachments, metadata, and account identifiers for the account duration, subject to deletion and backup schedules. Hiver in Gmail says it does not permanently store email bodies for its core sync flow, but does retain metadata and identifiers, temporarily processes encrypted raw email data, and may store email for specific enhanced features.
Security certifications and data-handling commitments are attributed to the vendor unless the supporting audit artifact was independently reviewed.
Independent signal
What users are saying
No Hiver-specific community item survived editorial review. The engine returned 51 candidates, but its top result used hiver for winter, and the remaining high-engagement threads concerned unrelated customer-service AI, “hive” software, or generic inbox tooling. The strongest current signals are Hiver's July 30 product releases and current review-marketplace evidence, not organic named-product social discussion.
No meaningful recent named-product social signal; strong evidence of current product maintenance; moderate current marketplace evidence.
2026-07-10 through 2026-08-09
G2 shows 4.6/5 from roughly 1,274 reviews. Its generated review summary emphasizes Gmail integration, ease of use, collaboration, and email management, while performance under volume and missing / limited features appear among recurring cons.
Large review-marketplace sample, but the summary is AI-generated and individual reviews may be vendor-invited or incentivized.
A June 13, 2026 reviewer says Hiver eliminated missed and duplicate responses across brands, domains, and departments, but calls price the main drawback. The review is explicitly incentivized.
Recent, concrete workflow evidence with a material pricing objection; incentive disclosure limits weight.
Capterra's current profile includes older users praising Gmail-native assignment, tags, collision alerts, and shared-inbox accountability while noting occasional lag, reporting gaps, integration limits, mobile limitations, and higher prices.
Supports the low-friction / scaling-cost tradeoff, but not all reviews fall in the current research window.
A July 2026 review describes Hiver as a Gmail-native help desk and highlights familiar-interface adoption, but it is written by Drag, a direct shared-inbox competitor.
Useful for current category and comparison language; commercially biased and not independent product validation.
Limitations
What to know before choosing Hiver
- Hiver is a team customer-service platform, not a consumer or solo inbox assistant. A generic listing without a shared-inbox / support category would mislead readers.
- The Gmail and Omni products differ materially in interface, providers, channels, storage behavior, and some feature availability. Do not collapse them into a single undifferentiated feature list.
- “Harvey” appears to be legacy branding. Current editorial copy should use Hiver AI, AI Copilot, and AI Agents unless Hiver provides a current Harvey product page.
- The AI Agent feature page and live pricing tables conflict on Agent Operating Procedures: the feature page markets them, while pricing says “coming soon.” Similar variant-specific inconsistencies appear for AI Insights and AI Knowledge Builder. Confirm the exact live feature set before publication.
- Hiver's integrations page uses inconsistent totals (100+, 1,000+, and 10,000+). Avoid exact-count claims.
- The Free plan exists, but plan tables and parsed copy do not make every channel, inbox, usage, and seat limit unambiguous. Do not promise “unlimited” access without a live account check.
- Pricing is per user and all plans start at two seats. Current reviews make price a recurring concern as teams grow, so the directory should show annual versus monthly billing and not only the lowest headline price.
- Autonomous AI performance is supported primarily by vendor claims. No independent evaluation of Hiver's resolution accuracy, handoff quality, hallucination rate, latency, or cross-system action reliability was found.
- Privacy wording is variant-specific. Hiver Omni retains email content and attachments, while Hiver in Gmail limits permanent storage for its core sync but allows feature-specific storage. “Emails never leave Gmail” would be too broad.
- Hiver's AI policy says identifiable customer data is not used for model training, but anonymized signals may be used internally. Preserve that nuance.
- Review-marketplace evidence includes vendor-invited and incentivized submissions. Ratings and summaries should be treated as directional, not proof of product claims.
- The last30days run was dominated by unrelated results because of name collisions and missing X coverage. Do not quote its generic customer-service comments as Hiver sentiment.
- No affiliate program, sponsorship, or ownership relationship was verified. Disclose any future commercial relationship and keep it out of editorial ordering.
Evidence
Sources behind this review
Product facts come from current first-party pages. Independent and community sources are used for context—not as proof of every product claim.
Hiver positions itself as an agentic customer-service platform for complex support, built around collaborative shared inboxes, omnichannel ticketing, account context, collaboration, and AI.
Hiver in Gmail runs inside Gmail, while Hiver Omni is a standalone platform that works with Gmail, Outlook, and other providers.
Annual prices are Free $0, Growth $25, Pro $55, and Elite $85 per user/month; displayed monthly prices are $35, $65, and $95 for the paid tiers.
A seven-day Elite trial is available without a credit card, and a Free plan is available after the trial.
AI Agents and AI Copilot are listed from Growth; AI QA is listed on Elite; availability varies between the Gmail and Omni variants.
Copilot drafts and rewrites replies, answers questions from connected context, summarizes threads, tags and routes requests, detects sentiment, and can queue actions.
AI Agents are marketed for categorization, sentiment and urgency detection, tagging, FAQ resolution, and multi-step cross-system workflows with guardrails and human handoff.
Agent Operating Procedures are marketed on the feature page but marked “coming soon” on both live pricing pages.
Hiver's integrations include major CRM, ERP, ecommerce, project-management, collaboration, API, and automation tools.
Hiver Omni retains message content and metadata, while Hiver in Gmail says core email bodies are not permanently stored after encrypted synchronization, subject to feature-specific storage.
Hiver says identifiable customer data is not used for model training, AI vendors cannot train general models on it, direct LLM calls use zero-retention processing, and anonymized signals may improve the product.
Hiver states GDPR, SOC 2 Type II, ISO 27001, CCPA, and HIPAA compliance.
Hiver shipped integrations, APIs, collaboration, configuration, and automation updates across both products on July 30, 2026.
Harvey remains visible in older Hiver content, but the current product surface uses Hiver AI, AI Copilot, and AI Agents.