Hiver vs Capacity

A detailed comparison of Hiver and Capacity. Find out which AI Support solution is right for your team.

📌Key Takeaways

1Hiver vs Capacity: Comparing 6 criteria.
2Hiver wins 3 categories, Capacity wins 3, with 0 ties.
3Hiver: 4.4/5 rating. Capacity: 4.4/5 rating.
4Both tools are evenly matched - choose based on your specific needs.

Option A

Hiver

★4.4

Gmail-based help desk with AI features for teams that want to manage customer support without leaving their inbox

3 wins

View full review →

Option B

Capacity

★4.4

AI-powered support automation platform that connects to your apps and learns from your content to answer questions

3 wins

View full review →

Hiver wins

Ties

Capacity wins

Feature Comparison

Criteria	Hiver	Capacity	Winner
Response Accuracy	3	4	Capacity
Multi-language	5	3	Hiver
Handoff Quality	3	4	Capacity
Self-service	3	4	Capacity
Analytics	5	3	Hiver
Integration Depth	5	3	Hiver

Detailed Analysis

Response Accuracy

Capacity

Hiver

Hiver's response accuracy capabilities

Capacity

Capacity's response accuracy capabilities

Comparing response accuracy between Hiver and Capacity.

Multi-language

Hiver

Hiver's multi-language capabilities

Capacity

Capacity's multi-language capabilities

Comparing multi-language between Hiver and Capacity.

Handoff Quality

Capacity

Hiver

Hiver's handoff quality capabilities

Capacity

Capacity's handoff quality capabilities

Comparing handoff quality between Hiver and Capacity.

Self-service

Capacity

Hiver

Hiver's self-service capabilities

Capacity

Capacity's self-service capabilities

Comparing self-service between Hiver and Capacity.

Analytics

Hiver

Hiver's analytics capabilities

Capacity

Capacity's analytics capabilities

Comparing analytics between Hiver and Capacity.

Integration Depth

Hiver

Hiver's integration depth capabilities

Capacity

Capacity's integration depth capabilities

Comparing integration depth between Hiver and Capacity.

Feature-by-Feature Breakdown

Shared Inbox Management

Hiver

Hiver's shared inbox functionality transforms standard email accounts like support@company.com or help@company.com into collaborative workspaces where entire teams can access, manage, and respond to customer inquiries without forwarding emails or using CC/BCC. Each team member sees the same inbox view with real-time updates, ensuring no customer message falls through the cracks. The system prevents duplicate responses through collision detection, shows who is currently viewing or responding to a conversation, and maintains a complete audit trail of all actions taken on each email thread. Eliminates email chaos and ensures every customer inquiry receives a timely, coordinated response from the most appropriate team member.

✓ Eliminates email chaos and ensures every customer inquiry receives a timely, coordinated response from the most appropriate team member

Capacity

AI knowledge base

✓ AI knowledge base

Both Hiver and Capacity offer Shared Inbox Management. Hiver's approach focuses on hiver's shared inbox functionality transforms standard email accounts like support@company., while Capacity emphasizes AI knowledge base. Choose based on which implementation better fits your workflow.

AI-Powered Harvey Bot

Hiver

Harvey is Hiver's intelligent AI assistant that leverages machine learning to automate repetitive support tasks and enhance agent productivity. Harvey analyzes incoming emails to automatically suggest relevant template responses, detect customer sentiment, identify urgent issues requiring immediate attention, and even draft initial responses based on historical conversation patterns. The AI continuously learns from team interactions, becoming more accurate and helpful over time as it processes more conversations and receives feedback from agents. Reduces average handling time by automating routine tasks and providing intelligent suggestions that help agents respond faster and more accurately.

✓ Reduces average handling time by automating routine tasks and providing intelligent suggestions that help agents respond faster and more accurately

Capacity

Chatbot and live chat

✓ Chatbot and live chat

Both Hiver and Capacity offer AI-Powered Harvey Bot. Hiver's approach focuses on harvey is hiver's intelligent ai assistant that leverages machine learning to automate repetitive support tasks and enhance agent productivity., while Capacity emphasizes Chatbot and live chat. Choose based on which implementation better fits your workflow.

Intelligent Ticket Routing

Hiver

Hiver's automated assignment system uses sophisticated rules and AI-powered analysis to route incoming customer inquiries to the right team members instantly. Administrators can configure round-robin distribution for equal workload balancing, skill-based routing that matches ticket topics to agent expertise, or priority-based assignment that ensures VIP customers receive immediate attention from senior team members. The system considers current agent workload, availability status, and historical performance to optimize assignments in real-time. Ensures customers always reach the most qualified agent while maintaining balanced workloads across the support team.

✓ Ensures customers always reach the most qualified agent while maintaining balanced workloads across the support team

Capacity

App integrations

✓ App integrations

Both Hiver and Capacity offer Intelligent Ticket Routing. Hiver's approach focuses on hiver's automated assignment system uses sophisticated rules and ai-powered analysis to route incoming customer inquiries to the right team members instantly., while Capacity emphasizes App integrations. Choose based on which implementation better fits your workflow.

Collaboration Tools & Internal Notes

Hiver

Hiver enables seamless team collaboration through internal notes, @mentions, and shared drafts that keep all communication about a customer issue in one place. Team members can discuss complex issues, seek guidance from colleagues, or escalate to supervisors without the customer ever seeing these internal conversations. The shared draft feature allows multiple agents to collaborate on crafting the perfect response before sending, while @mentions ensure the right people are notified when their input is needed. Facilitates knowledge sharing and team collaboration while maintaining a professional, unified front to customers.

✓ Facilitates knowledge sharing and team collaboration while maintaining a professional, unified front to customers

Capacity

Workflow automation

✓ Workflow automation

Both Hiver and Capacity offer Collaboration Tools & Internal Notes. Hiver's approach focuses on hiver enables seamless team collaboration through internal notes, @mentions, and shared drafts that keep all communication about a customer issue in one place., while Capacity emphasizes Workflow automation. Choose based on which implementation better fits your workflow.

Analytics & Reporting Dashboard

Hiver

Hiver provides comprehensive analytics that give support leaders complete visibility into team performance, customer satisfaction trends, and operational efficiency metrics. The dashboard tracks key indicators including first response time, resolution time, customer satisfaction scores (CSAT), agent productivity metrics, and conversation volume trends. Customizable reports can be scheduled for automatic delivery, and real-time dashboards help managers identify bottlenecks, recognize top performers, and make data-driven decisions to improve support operations. Empowers support leaders with actionable insights to continuously optimize team performance and customer experience.

✓ Empowers support leaders with actionable insights to continuously optimize team performance and customer experience

Capacity

Analytics

✓ Analytics

Both Hiver and Capacity offer Analytics & Reporting Dashboard. Hiver's approach focuses on hiver provides comprehensive analytics that give support leaders complete visibility into team performance, customer satisfaction trends, and operational efficiency metrics., while Capacity emphasizes Analytics. Choose based on which implementation better fits your workflow.

Strengths & Weaknesses

Hiver

Strengths

✓Shared Inbox Management: Hiver's shared inbox functionality transforms standard email accounts like support@company.com or help@company.com into collaborative workspaces where...
✓AI-Powered Harvey Bot: Harvey is Hiver's intelligent AI assistant that leverages machine learning to automate repetitive support tasks and enhance agent productivity. Harvey...
✓Intelligent Ticket Routing: Hiver's automated assignment system uses sophisticated rules and AI-powered analysis to route incoming customer inquiries to the right team members in...
✓Collaboration Tools & Internal Notes: Hiver enables seamless team collaboration through internal notes, @mentions, and shared drafts that keep all communication about a customer issue in o...
✓Analytics & Reporting Dashboard: Hiver provides comprehensive analytics that give support leaders complete visibility into team performance, customer satisfaction trends, and operatio...

Weaknesses

✗AI-generated content requires human review to ensure accuracy and brand voice consistency.
✗Initial setup and integration may require technical resources or onboarding support.
✗Feature depth means users may not utilize all capabilities, potentially reducing ROI for simpler use cases.

Capacity

Strengths

✓enables support teams to dramatically reduce ticket volume while simultaneously improving resolution times and customer satisfaction scores.
✓enable continuous optimization, helping support leaders measure automation ROI and identify opportunities for improvement.
✓reduce ticket volume while simultaneously improving resolution times and customer satisfaction scores.

Weaknesses

✗Less sophisticated than enterprise tools
✗Requires content investment
✗Smaller company

Use Case Fit

AI SDR: Automated Outbound Prospecting

Hiver

Approach: Hiver automates the entire outbound prospecting workflow using AI. The platform identifies ideal customer profiles, enriches contact data from multiple sources, and generates personalized email sequences at scale. Sales teams can set targeting criteria and let the AI handle research, outreach, and follow-ups.

Outcome: 70% time savings on prospecting activities, 3x increase in qualified meetings booked, 50% improvement in email response rates through AI personalization.

Capacity

Approach: Capacity automates the entire outbound prospecting workflow using AI. The platform identifies ideal customer profiles, enriches contact data from multiple sources, and generates personalized email sequences at scale. Sales teams can set targeting criteria and let the AI handle research, outreach, and follow-ups.

Outcome: 70% time savings on prospecting activities, 3x increase in qualified meetings booked, 50% improvement in email response rates through AI personalization.

Recommendation: Both Hiver and Capacity support this use case effectively. Compare their approaches and choose based on which aligns better with your existing processes.

Lead Qualification and Scoring

Hiver

Approach: Hiver uses AI to automatically qualify and score leads based on firmographic data, behavioral signals, and engagement patterns. The system continuously learns from conversion data to improve scoring accuracy and prioritize the highest-value opportunities.

Outcome: 45% increase in lead-to-opportunity conversion, 60% reduction in time spent on unqualified leads, 2x improvement in sales team productivity.

Capacity

Approach: Capacity uses AI to automatically qualify and score leads based on firmographic data, behavioral signals, and engagement patterns. The system continuously learns from conversion data to improve scoring accuracy and prioritize the highest-value opportunities.

Outcome: 45% increase in lead-to-opportunity conversion, 60% reduction in time spent on unqualified leads, 2x improvement in sales team productivity.

Recommendation: Both Hiver and Capacity support this use case effectively. Compare their approaches and choose based on which aligns better with your existing processes.

Industry-Specific Fit

Industry	Hiver	Capacity	Better Fit
SaaS & Technology	Technology companies rely heavily on customer support to drive retention and expansion revenue, making Hiver an ideal fit for SaaS businesses. The platform's native email integration means technical support teams can handle complex product inquiries without switching between multiple tools, while AI-powered routing ensures technical questions reach engineers or product specialists when needed. Integration with development tools like Jira enables seamless escalation of bugs and feature requests.	Not specified	Hiver
E-commerce & Retail	E-commerce businesses face high volumes of customer inquiries about orders, shipping, returns, and product questions. Hiver helps retail support teams manage these conversations efficiently through automated categorization, template responses for common questions, and integration with e-commerce platforms to pull order information directly into conversations. The platform's scalability handles seasonal volume spikes during holidays and sales events.	Not specified	Hiver
Financial Services	Banks, insurance companies, and financial advisors require secure, compliant customer communication channels. Hiver's enterprise-grade security and audit trails meet regulatory requirements while enabling efficient handling of account inquiries, claims processing, and advisory communications. The platform's ability to route sensitive matters to appropriate specialists ensures customers receive expert assistance.	Not specified	Hiver
Healthcare	Healthcare organizations use Hiver to manage patient communications, appointment scheduling, and administrative inquiries while maintaining HIPAA compliance. The platform's shared inbox functionality enables care coordination teams to collaborate on patient cases, while automation handles routine appointment confirmations and follow-ups, freeing staff to focus on patient care.	Not specified	Hiver
Education	Universities, schools, and EdTech companies use Hiver to manage communications with students, parents, and faculty. Admissions teams handle application inquiries collaboratively, IT departments manage technical support requests, and administrative offices coordinate across departments. The familiar email interface reduces training time for staff who may not be technically sophisticated.	Not specified	Hiver
Professional Services	Law firms, consulting agencies, and accounting practices use Hiver to manage client communications professionally and efficiently. The platform ensures client inquiries receive timely responses even when primary contacts are unavailable, while internal notes enable collaboration on complex matters without exposing internal discussions to clients.	Not specified	Hiver
Manufacturing & Logistics	Manufacturing companies and logistics providers use Hiver to handle supplier communications, customer orders, and shipping inquiries. The platform's ability to integrate with ERP and inventory systems enables agents to access order status and tracking information directly within email conversations, providing faster and more accurate responses.	Not specified	Hiver
Hospitality & Travel	Hotels, travel agencies, and tourism companies use Hiver to manage reservation inquiries, guest requests, and travel planning communications. The platform handles high volumes of similar inquiries efficiently through templates and automation, while ensuring VIP guests receive personalized attention through priority routing and tagging.	Not specified	Hiver

Our Verdict

Hiver and Capacity are both strong AI Support solutions. Hiver excels at shared inbox management. Both support key use cases like ai sdr: automated outbound prospecting, but with different approaches. Choose based on which specific features and approach best fit your workflow and requirements.

Choose Hiver if you:

✓You need shared inbox management capabilities
✓You need ai-powered harvey bot capabilities
✓You operate in SaaS & Technology
✓AI SDR: Automated Outbound Prospecting is your primary use case

View Hiver

Choose Capacity if you:

✓AI SDR: Automated Outbound Prospecting is your primary use case
✓You prefer Capacity's approach to ai support
✓You prefer Capacity's approach to ai support

View Capacity

Need Help Choosing?

Get expert guidance on selecting between Hiver and Capacity for your specific use case.

Find a Strategy Partner

Frequently Asked Questions

It depends on your specific needs. Hiver and Capacity each have strengths in different areas. Compare features, integrations, and pricing to determine which is best for your use case.

In some cases, yes. Many teams use complementary tools together. Check if both platforms offer integrations or APIs that allow them to work together.

Both platforms offer different onboarding experiences. Hiver and Capacity each have their own setup processes. Most users can get started with either within a few hours.

The main differences are in their approach, feature set, and target use cases. Review the comparison criteria above to see detailed breakdowns of how they differ.

For small teams, consider factors like ease of use, pricing tiers, and the specific features you need most. Both Hiver and Capacity can work for small teams depending on your priorities.

Sources & Evidence

AI-powered email automation and intelligent ticket routing within Gmail and Outlook native interfaces
Source: Hiver's core differentiator is its seamless integration directly into Gmail and Outlook, allowing teams to manage customer support without leaving their email client. According to Hiver's platform documentation, the AI automatically categorizes, prioritizes, and routes tickets to appropriate team members based on content analysis, historical patterns, and team member expertise—reducing manual triage work by up to 80% and improving first-response times significantly. This native email integration approach is unique compared to competitors like Zendesk or Freshdesk that require separate platforms and constant context-switching between applications.
AI-powered ticket automation with human-in-the-loop oversight that automatically resolves support tickets without manual intervention while maintaining quality control
Source: Capacity's core differentiator is its ability to autonomously handle entire support workflows—from initial ticket receipt through resolution—while maintaining human control through intelligent routing, confidence-based escalation, and continuous quality monitoring. Unlike basic chatbots that simply deflect inquiries, Capacity's AI actually resolves issues by accessing knowledge bases, executing workflows, and providing substantive answers. The human-in-the-loop architecture ensures complex issues reach appropriate specialists while AI handles routine inquiries, enabling support teams to focus on high-value interactions while achieving up to 70% automation rates on routine tickets.