Everything you need to answer every customer
One shared inbox for every message, AI that drafts replies in your voice, and the tools your whole team needs to keep up. Here's what's inside.
Every message in one place
Text messages, Facebook Messenger, Instagram and your website SMS widget all land in one shared inbox. No more bouncing between four apps to find out who said what.
- Assign a conversation to the right person so two people never reply at once
- Leave private notes for your team on any chat, never seen by the customer
- Search, tag and follow up on every conversation you've ever had
- The whole team sees the same history and who answered, in real time
A reply ready before you finish reading
HiveThread learns from your website and your own FAQs, then drafts a reply in your voice using your hours, prices and policies. You read it, tweak it if you like, and send. Every reply is approved by a person before it goes out.
- Answers with your real details, not generic filler
- Suggestions read like you wrote them, so replies stay warm and on-brand
- Take a draft as-is, edit it, or skip it. You're always in control
- Every reply is human approved, so a person signs off on every message a customer sees
Turn missed calls into text conversations
Switch on missed-call text-back and, when you can't pick up, HiveThread automatically texts the caller back so a missed call doesn't become a lost customer. The reply lands in your shared inbox and the conversation carries on by text, where your whole team can see it.
- Switch it on to auto-reply the moment a call goes unanswered
- Write the message in your own words
- The caller's reply lands in your shared inbox
- Available on every plan
Reply to reviews without leaving your inbox
Connect your Google and Facebook pages once, and every new review lands next to your conversations. Reply without hunting around, with an AI-drafted response ready when you want one.
- See and reply to Google and Facebook reviews from one screen
- AI suggests a reply for the ones you haven't answered yet
- New reviews show up the moment they post, so none slip by
- Included on the Business plan and Pro
Stop typing the same thing twice
Save your most common answers and drop them in with a tap, so every reply starts from a known-good version. Need to send something later? Schedule it ahead of time, perfect for booking reminders and follow-ups.
- Saved replies your whole team can reuse
- Schedule a message to send at the right time
- Your reply shows up straight away while it sends
- If a message doesn't go through, you'll know and can resend
Every customer's history in one place
Open any chat and see the full story: every past message, every booking, every note your team has left. No more asking a customer to repeat themselves because the last person didn't write it down.
- Full message history for each customer at a glance
- Tag customers and add your own details
- Import your existing contacts and export any time
- Merge duplicates into one tidy record
See how fast you really reply
Simple numbers, no spreadsheet required. See how quickly your team answers, which channels are busiest, and who's doing the replying, all with a clear comparison to the period before.
- Average reply and resolution times, up or down vs last period
- See which channels bring you the most messages
- Per-person stats so you can spot who needs a hand
- A clear view of message volume by day
Share the load without stepping on toes
Invite your team, assign conversations to the right person, and leave private notes only your team can see. Live "typing" indicators stop two people from drafting the same reply, so customers never get double answers.
- Invite team members by email and give each the right access
- Assign chats so everyone knows what's theirs
- Private notes your customers never see
- See who's replying so two people never answer at once
Reply from your phone, wherever you are
Install HiveThread on your phone in seconds and get a notification the moment a new message comes in. Reply from the shop floor, the road, or the couch, with the same inbox your whole team uses. Available on iPhone, Android, and any browser on Windows or Mac.
- Install straight from your phone, no app store hoops
- Get notified the moment a customer messages you
- See the customer name and a preview before you open it
- If you're already replying on desktop, your phone stays quiet
Ready to bring every message into one place?
Available now in Australia, the US and Canada.