Getting Started
Shared Mailbox
Working with emails in your shared mailbox
Manage emails in a shared mailbox
Import emails to a shared mailbox
Manage spam for shared mailbox
Remove emails from shared mailbox
Manage Notifications
Manage sent emails
Collaborating with other users
Organizing emails in the shared mailbox
Automating your workflow
Hiver SLAs 2.0 (Beta)
Round Robin Assignment
Auto Responder
SLA for shared mailbox
Send emails from your shared mailbox email id
Business Hours for shared mailboxes
Automations for shared mailbox
Auto Assign to Responder
Managing shared mailbox
Collecting customer feedback
Account Management
Create and manage users
Access Control
How do you take payments
3rd Party Cookies
Export Data
Delete Hiver Account
Connectors
Hiver Chat
Introduction to Hiver Chat
Managing your chat inbox (for admins)
Managing participants in a chat inbox
Personalizing your chat widget
Customer Satisfaction Surveys (CSATs)
Email capture form
Set widget behaviour when agents are unavailable
Managing agents' availability
Chat transcripts
Renaming a chat inbox
Deleting a chat inbox
Managing incoming chats (for members)
Chat assignment, replying on chats and more
Chat Assignment
Replying on chats
Changing Chat Status (Open/Closed)
Referring to Additional Contact Details Using “Chat details” Section
Creating, Editing, and Using Chat Templates
Other Misc. Features
Understanding When a Visitor is Online or Left the Chat
Collision Alerts
Chat Search
Auto-saved Personal Drafts
Accessing chat inbox
Understanding the default Views in a chat inbox (Unassigned, Mine, Team, and Closed)
Managing Your Availability
Enabling/Disabling Chat Notifications
Manually Sharing Chat Transcripts
Hiver Chat Mobile App
Getting Started
Accessing Hiver Chat Mobile App
View all Open and Closed Chats
Switching between Chat Inboxes
Assigning Chats
Replying and Managing Chats on the Mobile App
Recognizing Unread Chat Messages
Replying to Visitors
Using Chat Templates on Mobile
Sending Files in a Chat
Accessing "Chat details" option
Closing a Chat
Receive Push-notifications for Your Chat Alerts
Manage Your Availability
Reporting and Analytics
Hiver Contacts
Viewing contact on a conversation
Recent conversations from contact and company
Managing contact settings
Email Tools
Keyboard Shortcuts
Send Emails Later
Bulk Actions
Permalinks
Reverse order of messages in a conversation
Mobile Apps
Security and Privacy
Is Anyone Reading My Email?
Do You Store My Emails On Your Servers?
Does Hiver Store My Google Password?
Is My Data Secure During Transfer Between Hiver’s Servers And Google’s Servers?
What Access Permissions Does Hiver Need To My Gmail/Google Account, And Why?
Troubleshoot and FAQ
How do I contact Hiver support?
How can I check the current status of Hiver?
I Get The Error “Hiver Unable To Connect To Your Gmail Because Incorrect Google Apps Permissions”. What Do I Do?
I got a Hiver invite and was logged into the wrong Gmail id. What do I do?
Will email syncing stop if I change my Gmail password?
Can I change my username?
I have added a new user to Hiver but emails with Shared Labels are not syncing with her.
Emails not getting shared with user even after adding her to a Shared Label
Added new user to Hiver account but can't assign emails to her in Shared Mailbox
Why is this conversation not available in my inbox?
Why don't emails sent to the shared mailboxes appear in my Inbox?
Emails are arriving in the Shared Mailbox with a delay. What should I do?
How can I get desktop or browser notifications about tasks and notes?
How do I create multiple Hiver accounts with the same domain?
How can I change the email id for a shared mailbox?
How can I change the name of a shared mailbox?
Using Hiver with Gmail's split pane (three pane) view
Why does Hiver need Conversation View to be switched ON in Gmail?
How to move emails from personal inbox to the shared mailbox?
How can I embed images in templates?
How can I move my existing email templates to folders?
How do you handle spam emails?
Who can see the Shared Notes that I write on an email?
How can I edit a Hiver note?
Why can't I see Overdue view?
What happens if I add email accounts to Hiver which are aliases of each other?
If I am on Lite plan and I upgrade to Growth/Pro/Elite will I be able to retrieve the Analytics data for all the emails that were present when I was on Lite?
What does 'Unidentified' user mean in Hiver analytics?
I don't remember removing a specific email from shared mailbox. Why is my name added on the Activity feed?
Shared Labels
Using Gmail Shared Labels
Using Shared Labels
Manage Shared Labels
Nested Shared Labels
Advanced Settings
Remove shared labels from emails
Analytics for Gmail Shared Labels
Shared Notes for shared labels
Shared Drafts for shared labels
Shared Templates for Shared Labels
Settings
Harvey - The AI Bot
Integrations
In this page
- All Categories
- Account Management
- Access Control
Access Control
Updated
by Deepanwita
Hiver users can be assigned roles which imply the actions that they are allowed to perform. There are four pre-defined roles available by default. But one size does not fit all and hence, Hiver allows the creation of custom roles that can be defined by grouping together permissions from a range of options.
Roles
Types of Roles
1. Default Roles
The four pre-defined roles which are available by default are as below
- Admin: Being the most powerful role in Hiver, Admins can create and configure shared mailboxes, add/ remove users, and map users to roles. They also have access to account management and billing information.
- Shared Mailbox Admin: Shared Mailbox Admins can configure the settings for the shared mailbox that they are a part of.
- Supervisor: Supervisors can review team performance through access to analytics. Supervisors can also perform housekeeping tasks like deleting tags and email templates.
- Member: Members are allowed to manage and respond to conversations. This is the default role assigned to all users added to the account.
Settings for default roles are fixed by Hiver and cannot be modified.
2. Custom Roles:
Admins of accounts in the Elite plan can create new roles by combining permissions from a range of options.
To create a custom role
- Click on the yellow Hiver icon to go to the Hiver Admin panel
- Click on the tab 'Users and Roles'
- Click on 'Roles' to see the existing roles present on the Hiver account
- Click on the green button 'Create New Role'
- Enter the details in the 'About' section
- Choose the actions which the members of the role can perform by selecting them from the list
- Save




Please note
A. Only Admins can create new roles.
B. A maximum of 3 custom roles can be created per account.
Assignment of Roles
Only Admins of a Hiver account can assign roles to users. Hiver users can be mapped to only one role and the permissions under this role will apply to all shared mailboxes that the users are a part of. For example, a user who is a Supervisor on one shared mailbox cannot be a Shared Mailbox Admin on another shared mailbox.
Whenever a new user is invited to the Hiver account, her role can be set by the Admin. Admins can change the role of any user
Changing a role for a user
- Click on the yellow Hiver icon to go to the Hiver Admin panel
- Click on tab 'Users and Roles'
- Click on 'Users' to see the existing users on the Hiver account along with their roles
- Click on the role dropdown from where you can change the role



Availability of Roles according to plan
Role and Permission | Plan |
Default Roles Only | Lite |
Default & Advanced Roles | Pro |
Default, Advanced, & Custom Roles | Elite |