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 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
- Shared Labels
- Shared Templates for Shared Labels
Shared Templates for Shared Labels
Updated
by Deepanwita
NOTE: Shared Labels feature has been discontinued.
Email templates let you save some text, and easily embed it into any email you are composing. It's a great way to save time that would otherwise be wasted in writing the same or similar emails repeatedly.
Email templates can be grouped into folders, which can be shared with other users in your Hiver account.
One good way of grouping templates into folders is to think of the group of people who would all need access to the same set of email templates. Then, create a folder shared with that group of people, and put all templates this group needs access to in that folder.
Hiver automatically creates a folder called "Shared with All" for you. Any email templates you put in this folder are shared with all users in your Hiver account.
Creating template folders
1. Click on the 'Email Template' on the left pane in Gmail to see the list of folders shared with you
2. Click on the 'Add' button on the right-hand side of the list of folders to create a new folder
3. Enter the name of the folder, the list of people this folder needs to be shared with, and save the folder.
Templates
A template can only exist inside a folder. You can create a template within a folder or move a template from one folder to another.
To create a template
1. Go to the Email Templates section, and click on the 'Create New Template' button. You can also go into the folder you want to create the template in, and click the button.
2. Enter the contents of the template, select or change the folder that you want the template to be in, and save it. Please note that the template is automatically shared with the folder the template is in.
Edit a template
1. Click on the template you want to edit, and then click on the 'Edit Template' button
2. Make the changes you need to make, and the save.
The ‘Subject’ from the template is copied on the email. The ‘Name’ is not copied anywhere on the email and is for your reference only.
To move a template from one folder to another
1. Click on the template that you want to move and then click on 'Edit Template'
2. Click on the dropdown 'Select Folder' and choose the folder to which you want to move the template
3. Save the changes
All Hiver users (Admins as well as Non-Admins) can create email templates. Admins can view and edit all the templates, even if they are not shared with them. Non Admins can view and edit only the templates only the templates which they have created or which have been shared with them.
Embedding Templates into emails
While composing or replying an email, you can embed a template in the email. To do so
1. Click on the 'Template' button to open the email templates pane
2. Click on the template to embed it into the email.
You can also search by the template’s name or subject to locate the template you want to use.
Things that you can include in email templates
Autofill Variables :
You can use four autofill variables in your Email Templates which will get automatically filled when the template is inserted in an email. These variables will pick the values automatically from the ‘To’ field while composing or replying to emails.
The auto-fill variables are:
{{user.fullname}}, {{user.firstname}} ,{{user.lastname}} &{{user.email}}
Hiver also supports default options, incase any information is not available. {{user.fullname; fallback=hello}}, {{user.firstname; fallback=user}}, {{user.lastname; fallback=}}, {{user.email; fallback=}}
Hyperlinks :
Copy/paste any text/ link in the body of the template and click on ‘≈’ to get a prompt asking you the URL where the link will point to.
HTML source editor:
You can edit the HTML source of the template. To do so click on the "<>Source" icon.
Images :
You can insert any publicly hosted image on Hiver templates. If you have your own image, you can host it on any free image hosting site and insert its URL into the template.
For example, if you want to host your images on imgur.com, which is a free image hosting site, you can follow the given steps.
1.Go to imgur.com, click on "New Post" and upload your image.
2. Once your image has been uploaded, right click on the image, open image in new tab and copy the URL.
3. When creating or editing the template, click on the 'Image' button from the menu of formatting tools to open the 'Image Properties' window. Enter the URL that you just copied in the URL field and the image will appear in the template.