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 sent emails
Collaborating with other users
Organizing emails in the shared mailbox
Automating your workflow
Hiver SLAs 2.0 (Beta)
Setting up SLAs (for admins)
Viewing SLAs on conversations
Round Robin Assignment
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
Create and manage users
How do you take payments
3rd Party Cookies
Delete Hiver Account
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
Renaming a chat inbox
Deleting a chat inbox
Managing incoming chats (for members)
Chat assignment, replying on chats and more
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
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
Accessing Hiver Chat Mobile App
View all Open and Closed Chats
Switching between Chat Inboxes
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
Viewing contact on a conversation
Recent conversations from contact and company
Managing contact settings
Send Emails Later
Reverse order of messages in a conversation
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?
Using Gmail Shared Labels
Using Shared Labels
Manage Shared Labels
Nested Shared Labels
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
Harvey - The AI Bot
Enable Asana Integration
Enable Jira Integration
Updated by Shrikant
Q. What is a ‘Conversation’?
A. When people reply to an email, Gmail groups the responses together in conversations - with the newest email at the bottom. A conversation breaks off into a new conversation altogether if the subject line changes, or when the conversation goes beyond 100 emails.
Q. What does Assignee mean?
A. An assignee is the current owner of a task in a shared mailbox. The ownership of a conversation can change any number of times - depending on the number of subtasks. But, at any given point in time, a conversation can be assigned to only one user - ideally, the one who owns the current task.
Q. What do each of the statuses mean in Hiver?
A. Hiver helps teams collaborate on shared mailboxes. In order to manage conversations or tasks, it is essential to assign a “Status” to each conversation. Hiver classifies all emails into three status categories, viz. Open, Pending and Close.OPEN: Open conversations are the ones that are actively being worked on by the team.PENDING: Pending bucket is for tasks that are not resolved, but the action has been completed from the user’s end. Typically, these are conversations awaiting a response from the customer or 3rd party.CLOSE: Closed conversations are the ones where the task has been completed and issue is resolved.
Q. What is ‘Total Conversations’ for a time window?
A. ‘Total Conversations’ is the count of ‘active’ conversations that your team has worked on during a specific time window. Hiver considers replies on a conversation or change of status as signs of an ‘active conversation’.
Q. What is ‘New Conversations’?
A. New conversations is the count of new conversations received in the SM during a specific time period.
Q. What is ‘Closed Conversations’?
A. It is the number of conversations which were closed at least once during that time window.
Q. What is ‘First Response’ ?
A. Any reply from a Hiver user on a new conversation is considered a ‘First Response.’ First responses are attributed to the user and the shared mailbox the response was sent from.
Q. How do we calculate ‘First Response Time?
A. ‘First Response Time’ is the time elapsed from the moment a new conversation arrives in the shared inbox, until a team member replies to the conversation. If a conversation is part of multiple shared mailboxes, the first response time for each mailbox is computed independent of any action performed from other shared mailboxes. In case of emails added to the shared mailbox manually, first reply from the Shared Mailbox is considered. Any reply prior to the action is not considered a team reply and hence excluded from the metric. Responses sent by the Autoresponder are also excluded for the same reason.
Q. What is ‘Average First Response Time’?
A. It is the average response time for all instances of “First response” sent during a specific time period.It is a measure of how quickly the team responded to new conversations for that time period.
Q. What is ‘Time to Close’?
A. ‘Time to close’ is the time taken to resolve a task. It is the amount of time that the team has actively worked for resolving a task.In Hiver, Open status means that the issue is being actively worked upon by the team. So, in other words, the total time spent by an issue in ‘Open’ state is also the time taken to resolve. Pending status implies the team has put the matter on hold pending a response from the customer (or for any other reason for that matter) - it does not affect the Time to close.
Q. What is the meaning of the term ‘Participated’ ?
A. Participated indicates a reply made to shared inbox emails. If a shared mailbox user wrote 50 replies during the reporting time period, the participated count is 50. It does not take into account whether the reply was on same or distinct conversations. Participated count is an indicator of how active each of your team members are.
Q. If email is ‘Unassigned’, is the first response still attributed to the user?
A. Yes. First response is attributed to the user who sends the reply and not the Assignee. Even when a task is unassigned, the first reply is attributed to the user who sends the reply.
Q. How do I know the average time spent by a user on their tasks?
A. The “Time to close” metric is an indicator of the amount of time for which a user worked on a task.
Q. I want to track metrics for a particular type or category of conversations. How can I do that?
A. We designed Tags to help teams categorise emails in a shared mailbox. If you would like to manage and track emails of a particular type, create a Tag and attach it to all conversations of that type. The ‘Tags’ tab in Hiver’s analytics helps you monitor and study performance for all emails with that particular Tag.