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Velocity7.5

Gmail-based customer support and helpdesk tool

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Hiver pivots from Gmail-only to AI-grounded omnichannel.

customer-supportai-agentsomnichannelknowledge-groundingautomationplatform-expansion
◆Current state
The recent feed shows two parallel pushes: an AI knowledge layer (Google Drive, Confluence, and Google Sheets becoming Ask-AI-queryable sources) and a channel-expansion push (Slack as a managed customer-service channel inside Hiver Omni, plus omnichannel search and automation primitives that work across email/chat/Slack). Automation gets meaningful new building blocks too — API calls as actions, new triggers and conditions.
◆Where it's heading
Hiver is repositioning from 'shared inboxes inside Gmail' to 'AI-grounded omnichannel customer service platform.' The Slack-as-channel and API-call automation moves directly compete with Front, Help Scout, and the lightweight tier of Zendesk. The AI knowledge-source work is laying the grounding layer that turns Hiver AI from a reply-suggester into something closer to a tier-1 agent.
◆Prediction
Expect a Microsoft Teams channel addition, more knowledge-source connectors (Notion, SharePoint, Salesforce KB), and a packaged 'AI Agent' tier that bundles Ask AI + grounded sources + automation actions into something that resolves tickets autonomously. Pricing for AI usage is the next question — flat seats won't survive heavy Ask-AI workloads on customer data.

◆Recent moves

  1. 20d ago

    Run queries on Google Sheets with Ask AI

    Ask AI gains the ability to answer tabular questions over uploaded Google Sheets ('top 5 customers by MRR', 'avg CSAT US region') without manual analysis. A sub-feature of the broader knowledge-sources push, but a useful illustration of where the AI layer is heading.

    View source ↗
  2. 20d ago

    Google Drive and Confluence as AI Knowledge Sources

    ⚡ SPARK

    Google Drive and Confluence become first-class Ask AI knowledge sources, letting Hiver AI ground replies in SOPs, product docs, and Google Sheets. This is the grounding layer that moves Hiver AI from a reply-suggester toward an autonomous tier-1 agent.

    View source ↗
  3. 20d ago

    New Automation trigger and condition

    Two new automation hooks: a 'conversation moved to Shared Inbox' trigger and a 'to-domain' condition. Small but the kind of granular routing primitives serious automation builders need.

    View source ↗
  4. 21d ago

    Run queries on Google Sheets with Ask AI

  5. 21d ago

    Google Drive and Confluence as AI Knowledge Sources

  6. 24d ago

    Introducing Omnichannel Search

    Omnichannel Search unifies email, chat, and Slack search results with consistent filters and bulk actions across channels. Cross-channel search has to exist before Slack-as-channel makes sense as a standalone product.

    View source ↗