Getting started with Ask AI

Hiver’s Ask AI is a built-in AI assistant designed to help your team respond to customers efficiently and consistently.

It uses your connected knowledge sources (such as Hiver KB articles, uploaded files, snippets, and Notion pages) to answer questions and draft replies that your team can insert in a single click.

By managing your knowledge sources effectively, you ensure your team always sends accurate, updated, and context-aware responses.

Availability

Ask AI is available only in the Pro and Elite plans for customers who signed up after December 22, 2025.

How can Ask AI help your team

1. Pull answers from your knowledge sources, instantly: Ask questions in plain language and get accurate answers from your knowledge sources, without leaving the conversations.

2. Draft context-aware replies: Ask AI reviews the entire conversation and offers relevant angles for responding. Agents can select or mix these options to shape a reply that fits the situation perfectly.

3. Analyze support data faster: Ask questions about data in connected Google Sheets and get answers without using formulas or filters.

4. Reduce back-and-forth in support workflows: By pulling precise answers directly from approved sources, Ask AI reduces repeated lookups, confusion, and dependency on senior team members.

5. Summarize long conversations: Ask AI can generate concise summaries of lengthy or complex threads, helping agents quickly understand the full context before responding.

6. Improve suggestions over time: Agents can like or dislike responses, helping Hiver refine future drafts and improve accuracy.

How to enable Ask AI

• Go to Admin Panel → Shared Inboxes. Select an inbox.
• Select the AI section and click AI Copilot.
• Turn on the Ask AI toggle to enable the feature.

Note: You can also enable Ask AI by going to Admin Panel → Hiver AI → AI tools.

Configuring knowledge sources for Ask AI

Ask AI uses the same knowledge sources as AI Copilot. You can:

• Enable the Hiver Knowledge Base
• Upload custom documents (PDF, TXT, DOCX — up to 30MB)
• Create short, reusable snippets
• Connect external sources like Notion

These sources help Ask AI generate accurate, citation-backed answers. Learn more about configuring knowledge sources.

Personalizing Ask AI

You can customize the tone and style Ask AI uses to communicate with your team for:

• Drafted replies: The replies Ask AI generates for your team.
• Ask AI responses: The messages Ask AI sends during a back-and-forth conversation with your team.
• Summaries: Conversation summaries generated by Ask AI.

This helps you keep Ask AI aligned with your brand voice and internal communication style.

To personalize Ask AI’s tone,

1. Click Personalize.

2. Choose what you want to personalize:

• Drafted replies
• Responses to your team
• Summaries

3. Select a tone from the available options or create your own custom tone, and click Save.

Using Ask AI

Ask AI is available through the AI Copilot icon within any conversation in a Shared Inbox.

Click the AI Copilot icon to open Ask AI.

1. Find information from connected knowledge sources

Your team can quickly look up answers without leaving the email thread.

1. Open Ask AI.

2. Type your question in natural language (“What happens when I disable a user?”, “How do Automations 2.0 triggers work?”, etc.) and hit enter or click the ↑ icon.

Tip: You can also use Ask AI to get answers to questions like “Top 5 customers by MRR” or “Average CSAT for US region” from data in connected Google Sheets, without any manual analysis.

3. Ask AI shares a clear, citation-backed answer based on your knowledge sources.

4. You can then:

• Copy the details shared
• Like the answer if it was accurate
• Dislike if the answer didn’t meet your expectations
• View Sources to verify the information the response was generated from
• Continue the conversation by asking a new question or a follow-up

Tip: You can use the + icon to upload PDF, DOCX, or TXT files like invoices, contracts, etc. and ask questions based on them. Ask AI can read PDFs and help you with troubleshooting order issues, billing disputes, and other common scenarios.

2. Draft a reply

Ask AI can draft a contextual, well-structured reply based on the customer conversation and your connected knowledge.

• Open Ask AI and select Draft a reply.

• Choose one or more suggested approaches. You can also use the + icon to upload PDF, DOCX, or TXT files that Ask AI should reference while drafting the reply.

• Ask AI will draft the reply. You can then:
  
  
  • Review the content
  • Ask for edits if needed
  • Use Refine with KB to enrich the answer with information from your knowledge base articles
  • Copy, like or dislike the drafted reply

• When you're ready, click Insert. The reply is added as a draft in the thread, and you can choose to send it.

3. Summarize a conversation

When conversations get long or complex, Ask AI can generate a summary to help you understand the full context instantly.

1. Open Ask AI and select Summarize conversation.

2. Ask AI will generate a concise summary that you can review before replying.

Tip: To start a new session with Ask AI, click the three-dot menu at the top and select Clear chat, then confirm.

Reviewing chats with Ask AI

As an admin, you can review chats your team has had with Ask AI to understand how it’s being used, identify gaps in your knowledge sources, and improve the quality of AI-drafted replies over time.

This is especially useful for reviewing replies drafted by Ask AI and refining them so that similar queries are handled more effectively in the future.

To help you quickly identify chats that may need attention, Ask AI flags certain chats for review.

How chats are flagged

Chats are flagged for the following reasons:

• Disliked: The drafted reply was disliked by the user.
• Low confidence: Ask AI had low confidence in its reply based on the available knowledge.
• Missing knowledge sources: Ask AI didn’t have enough information to draft a reply for the conversation.
• Incorrect tone: The tone or phrasing of the reply didn’t suit the conversation.

Each flagged reply has one or more corresponding tags.

Improving Ask AI's drafted responses

If a chat includes a drafted reply by Ask AI, you can refine it to improve future responses.

1. Click Review.

2. You’ll see two views:

• Flagged chats: Chats that Ask AI has flagged for review.
• All chats: All chats your team has had with Ask AI.

You can toggle between the two tabs.

3. Click a conversation to review it. By default, the Show flagged replies checkbox is selected, so flagged responses are highlighted.

4. Click Improve response.

5. Ask AI will generate an improved version of the reply. You can edit it directly or use quick actions such as:

• Make it professional: Adjusts the tone to be more professional.
• Fix tone: Improves the tone based on the context of the conversation.
• Add context: Adds relevant information to the reply.

6. Click Update when you’re done.

The updated reply is saved as a Snippet and added to your knowledge sources, helping Ask AI provide better answers in similar situations going forward.

Note: Reviewing a reply will not update or delete your past responses. The updated reply will just be saved as a snippet.