Using AI Suggested Responses

Hiver’s AI Suggested Responses automatically generates ready-to-use replies for common customer queries that you can insert with one click. This helps your team:

• Respond faster: Use AI-drafted replies instead of writing responses from scratch, reducing response and resolution times.
• Ensure consistency: Replies are generated based on approved past responses, helping maintain accurate and consistent communication.
• Onboard faster: Suggested replies act as examples for tone, structure, and phrasing, which is helpful for new members in your team.
  

Prerequisites and availability

AI Suggested Responses is currently available as part of an early access program. To enable it for your account, contact support@hiverhq.com.

Hiver AI only suggests responses for conversations where it has high confidence. This requires existing responses from your team to learn from.

Note: Hiver does not store your conversations or use them to train external AI models. Learn more about our privacy policy.

How AI Suggested Responses appear in conversations

When Hiver AI has generated a response, you’ll see it as a draft in the right panel when you open the conversation.

To use the suggested response:

1. Click the draft to open Ask AI.

2. Select Draft a reply to view the suggested response.

3. Describe any changes you want to generate an updated reply.

4. Click Insert to add the response to the composer, then send it.

When does Hiver AI generate suggested responses

Hiver AI doesn’t generate responses for every conversation. Suggested responses are created only in high-confidence scenarios, such as when there’s a known query pattern or a reliable reference from past replies.

Note: Each conversation can have only one AI suggested response.