Hiver Review
Hiver is the email-first help desk for teams that want support to feel like their inbox.
- From:
- $35/agent/mo
Our verdict
Hiver is the email-first help desk for teams that want support to feel like their inbox. It sells two products: Hiver in Gmail, the least disruptive move in this directory for a Google Workspace company, and Hiver Omni, a separately priced omnichannel workspace with chat, Slack and a fairly priced voice add-on. Work out which one you are being quoted before you compare the number with anything, and if you are on Microsoft 365, get Outlook support confirmed in writing first.
Hiver started as a help desk that runs inside Gmail, and it now sells two products: Hiver in Gmail, for teams that want support without leaving their inbox, and Hiver Omni, which Hiver calls "a dedicated omnichannel platform". It competes on email-first teamwork and an unusually fair voice add-on. The trade-offs are that only the entry plan is self-serve, and that you have to be sure which of the two products a price refers to.
Is it right for your team?
Tick what's true for you.
Points for
Points against
Tick what describes you. We'll weigh it against this review.
What it does
- Two ways to run it: inside Gmail (Hiver in Gmail) or in its own workspace (Hiver Omni)
- Email, live chat and self-service support in one workspace on every Omni plan
- Slack channels managed from Hiver on Pro and above
- Hiver's homepage also names voice, SMS, WhatsApp and social channels
- Workflow automation and custom integrations higher up the ladder
- AI quality assurance at the top tier
- Voice as a paid add-on on every plan
- Hiver says more than 10,000 teams use it
Two products, one brand
Hiver in Gmail is the original Gmail-native help desk. Hiver Omni is sold separately, with its own pricing. The figures on this page are Hiver Omni. Establish which one a quote refers to before comparing it with anything else, because the names are close enough to confuse and the prices are not the same.
Pricing at a glance
| Plan | Billed monthly | Billed annually | What you get |
|---|---|---|---|
| Growth | $35 | $25 | Priced per user/month. |
| Pro | $65 | $55 | Priced per user/month. |
| Elite | $95 | $85 | Priced per user/month. |
Prices are an agent a month, in US dollars. Source: hiverhq.com/pricing/hiver-omni, checked .
- Hiver Omni is priced per user a month: Growth $35, Pro $65, Elite $95 billed monthly, or $25, $55 and $85 billed annually. Only Growth is self-serve. Full pricing breakdown
- Seats are sold in steps (2, then 5, then multiples of 5), so a seven-person team pays for ten seats
- AI Agents and AI Copilot are in the seat price on every plan. Voice costs $30 per voice seat a month extra, with 1,000 pooled minutes per seat and $0.03 a minute beyond
The voice add-on
- Available on every tier, never included in the seat price
- 1,000 minutes per voice seat a month, and minutes are pooled across all voice seats rather than per person
- Additional usage at $0.03 a minute
- Call recordings and transcripts saved automatically, with AI call summaries
- Pooling matters: a team where two people take most of the calls is not penalised for the seats that do not
Before you commit
- Check which of the two Hiver products a proposal covers
- On Microsoft 365? Hiver has an Outlook shared mailbox page, but we could not read what it says. Get Outlook support for Hiver Omni confirmed in writing before you book a demo
- Two thirds of the plan ladder is sales-led, so budget for a demo cycle rather than a card
- Voice is an additional per-seat cost on top of the plan, on every tier
Who should buy it, and who should skip it
Who should buy
- Google Workspace teams graduating from a shared mailbox who want minimal disruption, on Hiver in Gmail
- Email-heavy teams that want chat, Slack and phone in the same workspace, on Hiver Omni
- Smaller support teams who want phone without a separate call-centre product
- Operations where a few people take most calls, given the pooled minutes
Who should skip it
- Microsoft 365 teams, until Hiver confirms Outlook support for Omni in writing
- Teams wanting a free tier, or self-serve signup above the entry plan
- Buyers who need voice included rather than added
How we checked this
Plan names, both billing bases, the voice add-on terms and the signup route were read from Hiver's own pricing page for Hiver Omni on 2026-09-25, which prints the monthly and annual figures together. On 2026-10-20 we read Hiver's homepage and pricing page again for how Hiver describes its two products, the channels it lists and the 10,000+ teams figure. Hiver's Outlook shared mailbox page loaded without its text, so Outlook support is unverified. No review-site text was used.
Channels
How each channel is delivered, and the plan it starts on. Native, through an integration, or absent.
Shared inbox/ticketing on Growth; Google, Microsoft and Zoho inboxes.
Growth omnichannel covers email, live chat and self-service.
Voice add-on on every tier: $30/voice seat/month, 1,000 pooled minutes per seat, $0.03/min overage.
Checked on the vendor’s own pages, .
AI and automation
What the AI does, what it costs, and what the desk automates without it.
AI Copilot on Growth: drafts replies, surfaces answers, suggests next steps.
'AI Agents ALL PLANS': resolves requests end to end with human-in-the-loop approvals.
Cross-tool actions on all plans — 'looks up orders, issues refunds, and updates records'; Growth includes Skills (step-by-step AI procedures).
AI Agents and Copilot are bundled in the seat price from $25; no per-resolution or usage fee is published.
Rule-based automations with limits 10/20/unlimited per shared inbox by tier; skill-based routing is Elite.
AI agents triage and act on all plans; AI tagging auto-categorizes email.
Email templates unlimited on all tiers; chat templates also listed.
Checked on the vendor’s own pages, .
Strengths
- Hiver in Gmail lets a Google Workspace team run support without leaving Gmail, so almost no retraining.
- Hiver Omni is its own workspace, with email, live chat and self-service on every plan and Slack from Pro.
- Both the monthly and annual price are printed side by side on every plan, with nothing to misread.
- Voice is a real add-on rather than a third-party integration: 1,000 minutes per voice seat a month, pooled across seats.
- Voice overage is cheap and published at $0.03 a minute, with recordings, transcripts and AI call summaries.
- AI quality assurance at the top tier, which is usually an enterprise-only feature elsewhere.
Trade-offs
- Two separate products under one brand - Hiver in Gmail and Hiver Omni - with different pricing. Easy to compare the wrong one.
- Only the entry plan is self-serve; Pro and Elite both require booking a demo.
- Outlook support for Hiver Omni is not stated on the pages we could read. Microsoft 365 teams should confirm it first.
- Voice is an add-on cost on every tier, never included.
- No free plan is offered on the Omni product.
What’s new in Hiver
The latest from Hiver’s own changelog, linked to each post.
- Introducing AI Agent in Email
updates.hiverhq.com
- Use Skills in AI Agent in Chat
updates.hiverhq.com
- Pre-fill tasks with the email body or an AI summary
updates.hiverhq.com
- Choose which channels need attention
updates.hiverhq.com
- Prioritize conversations by SLA deadline
updates.hiverhq.com
- Introducing SMS in Hiver Omni
updates.hiverhq.com