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 Pratibha Agrawal
Once SLA policies have been set up in your shared mailbox, all of the members can view the SLA information on conversations. This would include things like:
- what is the next action due on the conversation (First response/ Resolution),
- when it is due,
- which SLA policy is mapped to the conversation etc.
Let's look at what information is visible when you're viewing multiple conversations in list view and when you're viewing an individual conversation
SLA information in list view
When you're in a Hiver view (Unassigned, Mine etc) or a Gmail list like Inbox, if there's a shared conversation which has an SLA running on it then you will be able to see a SLA chip which indicates the next action due on that conversation.
- The acronym text that you see on the chip will tell you the next action due on the conversation- FRT represents First Response Time and RT represents Resolution time.
- The color of the chip indicates the SLA status
- Upcoming (Grey chip)
- Due soon (Orange)
- Overdue (Red)
- When you hover on the chip, you will be able to see the timestamp at which the action (FRT/ RT) is due
- In the below cases you will NOT see the SLA chip on a conversation in the list view:
- The conversation is not mapped to any SLA policy
- SLA was removed on a conversation manually by a user. Read more about this here.
- The conversation is mapped to an SLA policy but is Closed at the moment. Since no action is expected from a user on a closed conversation, there's no 'next action' due in this case.
- When a conversation belongs to multiple shared mailboxes and is mapped to policies in more than 1 mailbox then you will be able to see the next action due for each mailbox
SLA information in conversation view
When you're on a shared conversation which is mapped to an SLA policy, you will be able to see all relevant SLA information on it.
- For quick glance, you will be able to see the next action due similar to that of list view. The color will indicate the SLA status (Upcoming/ Due soon/ Overdue)
- You can tap on the SLA widget to expand it and you will be able to see the following:
- Name of the SLA policy mapped to the conversation
- Policy is running on business hours or calendar hours
- All actions due and when they are due
- Both action (First response, Resolution) will have a color (grey/ orange/ red) associated to it which will again indicate the SLA status (Upcoming/ Due soon/ Overdue)
Manually removing SLA on conversations to prevent anomalies
It often happens that conversations which are spam emails/ automatic replies don't get closed immediately and end up ruining your resolution metrics. In order to avoid such anomalies having running SLAs, users can go to a specific conversations and remove SLA from them.
- This action is controlled by permissions. By default, only Mailbox admins and Admins can access the delete option. Learn more about SLA permissions here.
- Members and supervisors won't be able to see the SLA delete option on the conversation
- Once the SLA is removed, this conversation would be never re-evaluated by the SLA system.
- Here's what you will on the conversation right panel
- An activity log will also be added which would state which user removed the SLA form the conversation. Refer to the next section for more details on this.
SLA updates in activity feed
Whenever there's any update on the conversation related to SLAs, a record is added to the 'All activity' log on the conversation. This helps supervisors investigate any conversation in detail. Following are the instances when an activity will be added to the log:
- When an SLA policy gets mapped to the conversation
- When tag changes result in policy update, there are 2 activities added- one for removal of the current SLA policy and another one for addition of the new policy
- When a user manually removes SLA on a conversation
- When First response/ Resolution is Overdue meaning when the respective SLAs are breached