Hiver Pricing: Three Per-User Tiers, a Two-Seat Minimum, and a $30 Voice Add-On

Hiver publishes a price for every plan it sells, which already puts it ahead of a lot of this category. As of publication, Hiver's pricing page lists three tiers billed per user per month: Growth at $25/$35, Pro at $55/$65, and Elite at $85/$95. One add-on carries a published price, Voice, at $30 per voice seat per month.

That is the complete set of numbers on the page. Everything below is those figures explained, plus a plain list of what Hiver does not put a price on.

First, check which Hiver you are pricing

Hiver sells two things, and only one of them is priced on the page above.

The FAQ on that page draws the line itself. Hiver Omni is described as "a standalone platform that works with Gmail, Outlook, and other email providers", bringing email, live chat, Slack, voice, WhatsApp and social into one workspace. Hiver in Gmail, by Hiver's own description, "lives inside your existing Gmail", where you manage shared inboxes, collaborate across teams, build workflows and use AI without leaving the inbox.

Hiver's own guidance is worth repeating because it is unusually direct for a vendor: choose Omni if you are handling conversations across multiple channels or you don't use Gmail, and choose Hiver in Gmail if Gmail is your team's home base and most of your support happens over email.

The tier prices in this post are Omni's. Hiver in Gmail is priced on a separate page, and we are not quoting figures for it here because they are not in the source this post was written from. If you are a five-person team living in Google Workspace with a support@ address and no live chat, that separate page is the one you want.

The three Omni tiers

Two numbers appear for each tier because the page carries an Annual/Monthly toggle. The page does not label which figure belongs to which term in the capture we are working from. The conventional reading, and the one every other vendor in this space follows, is that the lower number is the annual-billed rate and the higher one is month-to-month. Confirm that on the live page before you build a budget on it, because a wrong guess costs you 40% at Growth and about 12% at Elite.

Growth includes the shared inbox and ticketing layer, omnichannel across email, live chat and self-service, rule-based automations, pre-built analytics, 24/7 support over email and chat, and basic integrations for everyday tools like Slack.

Pro is where two things ecommerce teams tend to need appear. It adds the customer portal, Slack channels as a support surface, SLAs, CSAT surveys, advanced analytics with custom reports, API access, and "premium integrations" that Hiver's own feature list names as Asana, Shopify and CRMs. If you run a store and you want Hiver reading Shopify data, the entry price is Pro, not Growth. That single line moves the per-seat cost from $25/$35 to $55/$65.

Elite adds AI QA for scoring replies, AI Insights for grouping conversations into recurring topics, customer intelligence for sentiment and churn signals, skill-based routing, custom objects, rules for pulling mail out of personal inboxes into shared ones, and the governance package: SSO, HIPAA-compliant handling and custom roles. If a compliance review is what is driving your helpdesk decision, that is the tier you are buying.

The billing unit is a seat, with a floor

Per user per month is the whole model. There is no conversation cap, no ticket cap and no resolution meter anywhere on the pricing page, which makes Hiver's bill unusually easy to predict: headcount times tier price.

The floor matters more than it looks. Hiver's FAQ states that all plans start at 2 seats, and that you add capacity by going from 2 to 5, and then in increments of 5 (10, 15, 20, and so on). So the smallest possible Hiver Omni bill is two seats: $50 or $70 a month on Growth, depending on billing term. A three-person team is a five-seat purchase, because 3 is not one of the available seat counts. At Pro, that jump from 2 seats to 5 is the difference between $110/$130 and $275/$325 a month, for one extra person actually using it.

That is the sharpest edge in Hiver's pricing and it is easy to miss, since it is stated in an FAQ rather than on the plan cards. Teams that grow by one person at a time pay for the block, not the person.

AI is included, not metered

This is the genuinely good part of Hiver's pricing, and it is a real difference from how several competitors bill.

Every tier, starting at Growth, lists AI Agents, AI Copilot, AI Operating Procedures and AI Knowledge Builder as included features. The page carries a separate "AI Agents ALL PLANS" block describing agents that triage, resolve requests and act across your systems, with cross-tool actions like looking up orders and issuing refunds, learning from past resolutions, and a human-in-the-loop pause for actions you mark as sensitive.

There is no per-resolution charge, no AI conversation quota and no AI add-on line item anywhere on the page. Compare that to Help Scout's pricing, where the seat price and a $0.75-per-AI-resolution meter are two independent numbers that move separately. On Hiver Omni's published pricing, the AI is inside the seat price.

What the page does not do is state any usage limit on those AI agents. No conversations-per-month figure, no resolution cap, no fair-use note. Whether that means genuinely unlimited or a limit documented elsewhere, the pricing page does not say, and we are not going to invent a number for it.

The one priced add-on: Voice

Voice appears as an add-on under all three tiers, and Hiver prices it at $30 per voice seat per month.

Each voice seat includes 1,000 minutes a month, and Hiver states those minutes are pooled across all voice seats rather than allocated per person. Usage beyond the pool is charged at $0.03 per minute. The add-on includes call recordings and transcripts, AI call summaries, and call notes.

The pooling detail is a small kindness. Three voice seats means 3,000 shared minutes, so one person taking most of the calls doesn't push you into overage while two colleagues sit on unused allowances.

Worth noting for the arithmetic: voice seats are priced separately from platform seats, so a team of five on Pro where two people take calls is 5 × $55/$65 plus 2 × $30, not five voice seats.

What Hiver does not publish

Being specific about the gaps is more useful than filling them with guesses.

• Hiver in Gmail's tier prices. Different product, different page, not in our source.
• AI usage limits. AI is included at every tier with no stated cap or fair-use threshold.
• Enterprise or custom pricing. There is no "contact us" tier on the page, and no ceiling above Elite is mentioned.
• The annual discount percentage. Two figures are shown per tier and no saving is stated as a percentage or an annual total.
• Which channels come with which tier. The FAQ says "higher tiers unlock more channels and advanced routing" and lists email, live chat, Slack, voice, WhatsApp and social as available across Omni, but the plan cards never map a specific channel to a specific tier. If WhatsApp or social is the reason you are looking at Hiver, ask before you buy.
• Nonprofit pricing. Hiver confirms discounted pricing for qualified nonprofits and routes it through a demo. No figure or percentage is given.
• Anything about overages other than voice minutes. The $0.03 per minute is the only usage rate on the page.

Two things the page does state clearly and that are easy to overlook: the free trial is 7 days on the Elite plan, not on the plan you intend to buy, so you are evaluating the $85/$95 feature set regardless of your budget. And no credit card is required to start it. Migration from another helpdesk is offered at no extra cost, arranged through a demo.

The Gmail argument, which is real

Strip away the tier table and Hiver's actual product idea is that support should happen where your team already works instead of in a separate application they have to be trained on and then remember to open.

For a team of four already living in Google Workspace, that is a genuine advantage, not a marketing line. Nobody learns a second interface. Nobody has two inboxes to check. The shared support@ address gets ownership, assignment, status and history without a customer email ever leaving Gmail. Adoption problems, which quietly kill more helpdesk rollouts than feature gaps do, mostly disappear when the helpdesk is the mail client people were already in at 9am.

That advantage is strongest for the profile Hiver itself points at: an email-first team where the work is organising and routing human replies. If your support load is genuinely varied questions that need a person to think about them, paying per person to make those people faster is the correct shape for a bill.

Where a per-seat inbox model fits badly

The place this model works against you is a store where the volume is repetitive rather than varied.

Run an ecommerce shop and look at what is actually in the queue. "Where is my order." "Has it shipped." "Can I change the size." "What's your return window." For most stores that is the majority of inbound, it arrives at 11pm as often as 11am, and none of it requires judgment. Per-seat pricing charges you for the people reading those messages, so the bill tracks how many humans you have rather than how many questions got answered. Automating the repetitive half doesn't reduce a seat-based bill at all, and a Black Friday spike that triples your volume is either a seat block you buy for a month or a queue that goes unanswered until Monday. The seat floor makes this worse at the small end, since a two-person store that wants a third pair of hands is buying five seats.

There is also the Shopify line. On Hiver Omni's published tiers, the Shopify integration sits under Pro's premium integrations, so an ecommerce store connecting its store data starts at $55/$65 per user per month rather than $25/$35.

For that specific shape of problem, Ernest prices the other variable. It is an AI agent for Shopify and WooCommerce stores that answers order status, returns, shipping and policy questions from live order data and the store's own policies, and it bills by conversation volume: a free plan with 100 conversations that never expire, then $49/month for 500, $149/month for 2,000, and $299/month for 10,000. AI is included at every tier, and there are no per-seat or per-resolution charges, so adding a team member does not change the bill.

The honest limits, because a recommendation without them is not worth much. Ernest is not an email client and has no Gmail integration, so it does nothing for the shared-inbox and internal-collaboration job that is the entire reason people choose Hiver. It covers the storefront chat widget and email, with escalation to a human by email, and no voice, WhatsApp, Instagram or SMS. Refunds always require merchant approval. If your problem is that four people are stepping on each other in one Gmail account, Hiver solves that and Ernest does not.

If you are still comparing shared-inbox tools rather than deciding between models, Front's pricing is the closest structural comparison to Hiver's, and our rundown of customer service software for small businesses covers the wider field. Whichever way you go, the question that decides it is whether you are paying to make people faster or paying to answer questions without them.