{
  "schemaVersion": 1,
  "id": "help-scout-vs-hiver",
  "products": [
    "help-scout",
    "hiver"
  ],
  "conclusion": "Help Scout and Hiver are closely matched for core workflows. Both support API access, gdpr compliance, email ticketing, shared inbox, and live chat. Help Scout has confirmed free plan, ai ticket summaries, multiple brands, and multiple inboxes.",
  "decisionPoints": [
    {
      "path": "pricing.freeTier",
      "importance": 9,
      "kind": "evidence-gap",
      "text": "Help Scout has confirmed free plan; free plan is not yet confirmed for Hiver."
    },
    {
      "path": "vertical.aiTicketSummaries",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "Help Scout has confirmed ai ticket summaries; ai ticket summaries is not yet confirmed for Hiver."
    },
    {
      "path": "vertical.multipleBrands",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "Help Scout has confirmed multiple brands; multiple brands is not yet confirmed for Hiver."
    },
    {
      "path": "vertical.multipleInboxes",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "Help Scout has confirmed multiple inboxes; multiple inboxes is not yet confirmed for Hiver."
    }
  ],
  "sharedStrengths": [
    {
      "path": "technical.api",
      "label": "API",
      "importance": 8
    },
    {
      "path": "vertical.gdprCompliance",
      "label": "GDPR compliance",
      "importance": 8
    },
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "importance": 7
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "importance": 7
    },
    {
      "path": "vertical.liveChat",
      "label": "Live chat",
      "importance": 7
    }
  ],
  "coverage": {
    "a": 93,
    "b": 79,
    "gap": 14
  },
  "facts": [
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Email Manage customer emails as a team.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "Shared Inbox and ticketing Manage team inboxes (like support@) and track every request with clear ownership and full history.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Shared Inbox Inboxes Collaborate on customer conversations in a shared workspace.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "Shared Inbox and ticketing Manage team inboxes (like support@) and track every request with clear ownership and full history.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.liveChat",
      "label": "Live chat",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Live chat Offer live chat anywhere on your website or in-app.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "Omnichannel Manage email, live chat, and self-service support from one unified workspace.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.phoneSupport",
      "label": "Phone support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Phone/voice Make and receive phone calls, logged in Help Scout. Via integration",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "Voice Handle inbound and outbound calls, alongside other customer conversations.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.whatsappSupport",
      "label": "WhatsApp support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "WhatsApp Handle customer conversations through WhatsApp.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "Hiver Omni is a standalone platform that works with Gmail, Outlook, and other email providers. It brings email, live chat, Slack, voice, WhatsApp, and social into one workspace.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.socialMediaSupport",
      "label": "Social media support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Messenger Handle customer conversations through Facebook Messenger. Instagram Handle customer conversations through Instagram.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "Hiver Omni is a standalone platform that works with Gmail, Outlook, and other email providers. It brings email, live chat, Slack, voice, WhatsApp, and social into one workspace.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.knowledgeBase",
      "label": "Knowledge base",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Knowledge base Docs sites Build a searchable and branded help center or knowledge base.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e23c81f8f40a7bda"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e23c81f8f40a7bda",
            "excerpt": "Hiver AI builds your help center from scratch, drawing on your docs and past conversations.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.customerPortal",
      "label": "Customer portal",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Secure customer portal",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "Customer Portal Give customers a self-service portal to submit and track requests.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.slas",
      "label": "SLAs",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Service Level Agreements (SLAs) Set and track response targets across conversations to keep work on schedule.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "SLAs Set response and resolution targets to keep customer commitments on track.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.ticketRouting",
      "label": "Ticket routing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Routing Automatically assign conversations evenly across your team to balance the workload.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "Routing and assignments Route conversations and assign clear owners so nothing slips through the cracks.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.automation",
      "label": "Automation",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Automation Workflows Organize, assign, or reply to conversations automatically.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "Rule-based Automations Automate repetitive work with rules that trigger actions when certain conditions are met.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.macros",
      "label": "Macros",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Saved replies Create a library of FAQ responses you can search and insert in 2 clicks.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "Email templates Save answers to common questions so teams can respond faster and stay consistent.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.aiReplies",
      "label": "AI replies",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-50f7897ce63f29a7"
        ],
        "evidence": [
          {
            "sourceId": "ingest-50f7897ce63f29a7",
            "excerpt": "Draft accurate replies with a click Get a head start on any reply with unlimited AI drafting, backed by your sources.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-0b6f76c78bd2243d"
        ],
        "evidence": [
          {
            "sourceId": "ingest-0b6f76c78bd2243d",
            "excerpt": "AI Copilot An intelligent coworker that routes requests, triages them, drafts the reply and surfaces resolution steps.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.aiTicketSummaries",
      "label": "AI ticket summaries",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-50f7897ce63f29a7"
        ],
        "evidence": [
          {
            "sourceId": "ingest-50f7897ce63f29a7",
            "excerpt": "Summarize long threads Pull critical context from back-and-forth messages to keep conversations moving.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.collisionDetection",
      "label": "Collision detection",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "hiver": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.csat",
      "label": "CSAT",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Surveys, CSAT, NPS Collect survey responses and ratings anywhere on your website or in your app.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "CSAT surveys Capture feedback with customer satisfaction surveys.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.customFields",
      "label": "Custom fields",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Custom fields Track up to 10 custom data points on each conversation for use in reporting and workflows.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "Custom Fields Capture details in predefined fields for better context, categorization, and analysis.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.multipleBrands",
      "label": "Multiple brands",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Multiple knowledge bases",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.multipleInboxes",
      "label": "Multiple inboxes",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Multiple Inboxes Give every department or product its own dedicated place for support.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.multilingualSupport",
      "label": "Multilingual support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-50f7897ce63f29a7"
        ],
        "evidence": [
          {
            "sourceId": "ingest-50f7897ce63f29a7",
            "excerpt": "Does AI Answers support multiple languages? Yes, AI Answers can handle conversations in over 50 languages, including Spanish, French, and many others.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e23c81f8f40a7bda"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e23c81f8f40a7bda",
            "excerpt": "Multilingual Write an article once and publish it in every language your customers speak.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.shopifyIntegration",
      "label": "Shopify integration",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-daed35745a9a2cd3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-daed35745a9a2cd3",
            "excerpt": "Shopify",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-150446888a437cd6"
        ],
        "evidence": [
          {
            "sourceId": "ingest-150446888a437cd6",
            "excerpt": "Shopify See order status, fulfillment, and refunds beside the customer's message.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.crmIntegrations",
      "label": "CRM integrations",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-daed35745a9a2cd3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-daed35745a9a2cd3",
            "excerpt": "Salesforce",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-150446888a437cd6"
        ],
        "evidence": [
          {
            "sourceId": "ingest-150446888a437cd6",
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    },
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        ],
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    },
    {
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    },
    {
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        ],
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      },
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    },
    {
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}