Hiver is a customer service platform sold as two products at the same prices. Hiver in Gmail is a Chrome extension that adds shared inboxes, assignment, SLAs and reporting to Gmail. Hiver Omni is a web app for Gmail, Outlook and other providers, with chat, voice and WhatsApp. Plans run $25 to $85 per user per month.
Hiver covers a support queue: tickets, routing, SLAs, CSAT and AI agents, from Gmail or from Omni with Outlook. It stops at the end of the ticket. It keeps no record of what was promised to a client once the thread closes, and it has no signal for a client who stops writing. That record is the job Sektra is built for.
Disclosure first: the other column in the side-by-side table, Sektra, is ours. Hiver's facts below come from its own pricing and product pages, checked in October 2026.
What is Hiver?
Hiver describes itself as the agentic omnichannel customer service platform built for complex support. Its unit of work is the ticket: a customer request with an owner, a status and a service target. Shared inboxes, routing, automations, analytics, a customer portal and a help center sit around that ticket.
AI Agents, which resolve multi-step requests, and AI Copilot, which drafts replies and finds answers, are included from the Growth plan. Elite adds AI QA, AI Insights and Customer Intelligence.
What is Hiver used for?
Hiver is used to run shared addresses such as support@, billing@ or orders@ as a ticket queue. Requests arrive, get routed to an owner, and are worked against an SLA until resolved. Its site lists logistics and software customers such as Flexport and Bynder.
The reporting follows the same model. Pre-built analytics come on Growth, and SLAs, CSAT surveys and custom reports start on Pro. Each one measures how tickets move and close.
Does Hiver only work in Gmail?
No. Hiver in Gmail runs as a Chrome extension in the Gmail interface, so it needs Gmail or Google Workspace. Hiver Omni runs in the browser with no extension and works with Gmail, Outlook and other email providers. Omni also brings live chat, Slack, voice, WhatsApp and social channels into one workspace.
Both products share the same plans and prices. A team split between Gmail and Outlook needs Omni, which is a separate app the team moves into.
How much does Hiver cost?
Hiver lists Growth at $25 per user per month, Pro at $55 and Elite at $85 on annual billing, or $35, $65 and $95 monthly, verified October 2026. Seats start at two, rise to five, then move in steps of five. Voice is an add-on at $30 per voice seat a month.
There is a 7-day trial of Elite and no free plan listed. SLAs, CSAT and the customer portal start on Pro, so a support team that reports on service targets pays $55. Hiver pricing works through five and fifteen seats.
Where the ticket model stops
A ticket treats resolution as the finish line. A client relationship has no finish line. A thread about a delayed shipment is resolved and archived, while the relationship carries on and the archive holds things that still matter.
The discount you agreed to revisit next quarter sits in a closed ticket. So does the question in paragraph three that never got an answer, and the client who wrote twice a week and has not written in three. A queue sees the mail in front of it, so none of these surfaces.
The fallback is a spreadsheet or the colleague who remembers everything, until that colleague is on leave.
Hiver and Sektra side by side
| Compared on | Hiver | Sektra |
|---|---|---|
| Where the team works | Gmail, through an extension, or the Omni web app | Sektra's own workspace, synced two-way with the mailboxes |
| Mail providers | Gmail; Gmail, Outlook and others on Omni | Gmail, Outlook including shared mailboxes, and IMAP |
| Messaging channels | Live chat, Slack, voice, WhatsApp and social on Omni | WhatsApp Business |
| Unit of work | The ticket | The client |
| SLAs and CSAT surveys | From Pro | Not offered |
| Routing | Rule-based automations; skill-based routing on Elite | Rules, round robin and load-balanced assignment |
| Commitments per client | Not tracked | Extracted from the text of each thread, with dates |
| A client who stops writing | No signal | A silence watch with the day count you set |
| AI | AI Agents and AI Copilot from Growth; AI QA on Elite | The assistant, with cited answers, drafts and reminders |
| Price | $25 to $85 per user per month, annual | On the pricing page |
What Sektra does for named clients
Sektra is a separate workspace that syncs two-way with Gmail, Outlook and IMAP and connects a WhatsApp Business number through your provider. Gmail and Outlook connect through Google or Microsoft sign-in, and an IMAP mailbox connects with its password, stored encrypted. The team reads and replies in Sektra, and the mailboxes stay the source of truth.
The basics match Hiver's: assignment, mentions, internal notes and a typing indicator that shows when a teammate is replying. Triage ranks threads by what it would cost to ignore them.
On top sits the memory layer, a record per client built from the history already in your mailboxes. It holds commitments in both directions with their dates, open questions, the people involved and every past thread. Lens, the panel beside each thread, shows that record while you write.
Action items, the reminders and watches the assistant sets for you, cover the gaps a queue leaves. A reminder cancels itself when the client replies. A silence watch flags an account once it has been quiet for the days you chose. The morning digest lists what you owe today and which clients owe you a reply.
The assistant answers questions such as what did we promise them this quarter, with links to the source threads. Sektra vs Hiver has the row-by-row version, and the logistics page shows the setup for shipment-heavy accounts.
How to choose between Hiver and Sektra
- Look at who writes to you. Mostly new or one-off requesters is a queue, the job Hiver is built around. The same clients for years is the job Sektra is built around.
- Look at your recent misses. A missed SLA or a slow first response is what Hiver measures. A forgotten promise or a client who faded is what Sektra tracks.
- Look at the question you would ask the system. Who has ticket 4023 is a queue question. Where do we stand with this account is a memory question.
- Look at channels. Voice, live chat and social sit on Hiver Omni. Sektra covers email and WhatsApp Business.
Some teams have both jobs and split them across addresses: a support queue on one, named accounts on another. Hiver vs Front and Hiver alternatives cover the wider field.
A ticket queue answers who has the request, and a client record answers what the client is still waiting for.
