Sharing conversations
In Hiver, you can share a conversation with your team or with people outside it, without forwarding the thread. You can invite a collaborator to view the conversation and add notes, share a Conversation ID to point to a specific thread, or share a link to the conversation. Depending on who needs access, a link can be private, limited to people from specific domains, or public.
Prerequisites
Before you can share a conversation in Hiver, you need to enable conversation sharing for your Shared Inbox. You can control who can open a private link, and whether conversations can be shared publicly with anyone on the internet.
If you're an Admin, you can follow these steps to enable conversation sharing:
1. Go to Admin Panel → Shared Inboxes, select an inbox, and open Sharing.
2. Under Private links, you can turn on access for any of the following:
- For Shared Inbox members: Members can open shared conversations in Gmail or the Hiver mobile app.
- For people in your organization: Teammates can view a conversation when you invite or mention them in a note.
- For people from specific domains: Anyone from a domain you add can view a conversation and add notes when you share a link.
3. Go to Admin Panel → Settings → Features Access and turn on Public links. This makes public links available across your account.
4. Go to Admin Panel → Shared Inboxes, select an inbox and open Sharing.
5. Turn on Public links for anyone on the internet.
How to share a conversation
Invite teammates and collaborators
The people you invite get access to a Collaboration Space, where they can read the full thread and add notes.
To invite a collaborator:
1. Open a conversation and click the Share conversation icon.
2. Enter their email address, and add a note if you want to.
3. Click Share conversation.
The person you invite gets an email with:
- The subject of the conversation.
- A link to the Collaboration Space.
- Your note, if you added one.
What collaborators can do
A collaborator's access depends on whether they are a member of the Shared Inbox.
Internal collaborators (members of the Shared Inbox) can:
- View the full conversation in Gmail or the Hiver mobile app
- Add or reply to notes
- Mention teammates or collaborators in a note
- Get notified when mentioned or when a note is added
External collaborators (from outside the Shared Inbox, but within your organization) can:
- Open a secure web view of the conversation
- View the full thread and add or reply to notes
- Mention Shared Inbox members or other collaborators
- Get notified when mentioned
Note:
- External collaborators sign in with their verified work email (for example, name@acme.com) before they can open the Collaboration Space.
- As you invite people from your organization, their email starts appearing in the dropdown for everyone on your team who uses Hiver.
- External collaborators can't view attachments in the thread.
Add a teammate from a note
To give a teammate access without adding them to the Shared Inbox, mention their email in a Hiver note. Only the people you mention can open the conversation. Learn more about working with external collaborators.
Use a Conversation ID
Every conversation in Hiver has a unique Conversation ID. A Conversation ID uses the format YYWW-XXXX or YYWW-XXXXX:
- YY: the year (last two digits)
- WW: the week of the year (01 to 52)
- XXXX or XXXXX: a 4 or 5-character code
The Conversation ID appears next to the other share options under Share Conversations. Click Copy ID, then share it with a teammate or customer.
Note: To find a conversation by its ID, type CID: [Conversation ID] in the Gmail search bar, for example, CID: 2234-A123.
Tip: You can use the Conversation ID as a variable when setting up auto-responders.
Share a private link
1. Go to Share Conversation → Private links.
2. Click Copy link.
Note:
- A private link won't open if you're signed in to more than one Hiver account. Sign out of your other accounts, then open the link.
- A private link opens the conversation directly in Hiver. The options an Admin has enabled under Private links determine who can open it.
Share with specific domains
If an admin has approved a domain, share the private link with anyone from that domain. They can open it to view the conversation and add notes.
Share a public link
A public link lets anyone open the conversation, even if they don't use Hiver.
To create a public link:
1. Under Share Conversation → Public link, click Generate.
2. Click Copy link.
To include newer emails in the link, click the refresh icon next to it. To remove the link, click the trash icon.
Note:
- Once you delete a public link, anyone who opens it will see an error page.
- New replies are not included unless you update the link.
Next steps