{
  "id": "missive-vs-hiver",
  "ids": [
    "missive",
    "hiver"
  ],
  "title": "Missive vs Hiver Omni: paid seats, shared inboxes and support workflows",
  "kicker": "SOFTWARE BUYING DECISIONS",
  "heading": "Missive vs Hiver Omni:<br>paid seats, shared inboxes and support workflows",
  "deck": "Compare Missive and Hiver Omni for shared email, user limits, seat increments, service levels and the plan needed after a trial.",
  "description": "Compare Missive and Hiver Omni for shared email, user limits, seat increments, service levels and the plan needed after a trial.",
  "answerHeading": "Start with the workload.<br>Price the retained plan.",
  "answer": "Missive centres team work on shared and personal inboxes, conversations and tasks. Hiver Omni is a standalone support platform with channel and service-level tiers. Count the actual licensed seats and the features the team will retain: small-team pricing can be changed by either a user cap or a seat increment.",
  "researchTag": "Missive / Hiver Omni",
  "researchLimit": "Illustrative buying briefs and capacity arithmetic, not a measured product trial or performance ranking.",
  "checkedAt": "2026-10-15",
  "type": "workflow-buying",
  "rows": [
    [
      "Primary workspace",
      "Shared and personal email, internal discussion and tasks",
      "Standalone support inbox and omnichannel ticketing"
    ],
    [
      "Trial scope",
      "30-day Productive trial",
      "Seven-day Elite trial"
    ],
    [
      "Ongoing free access",
      "No current permanent free package confirmed",
      "No ongoing free Omni package"
    ],
    [
      "Smallest paid team scope",
      "Starter supports up to five users",
      "Minimum two seats; published steps move to five, then increments of five"
    ],
    [
      "Workflow and integration tiers",
      "Rules, external integrations and API: Productive or above",
      "Rule-based automation in Growth; API and premium integrations in Pro"
    ],
    [
      "Advanced support controls",
      "Advanced reporting and SAML SSO on Business",
      "SLAs, customer portal and CSAT on Pro"
    ],
    [
      "Edition distinction",
      "Account and channel capacity also need checking",
      "Omni is separate from Hiver in Gmail; voice is an add-on"
    ]
  ],
  "scenarios": [
    {
      "name": "Three people sharing a support inbox",
      "question": "How many seats go into the quote?",
      "left": "Three Starter users fit its five-user ceiling if Starter features suffice.",
      "right": "The published progression from two to five means the three-person requirement needs a five-seat quote.",
      "note": "Obtain the exact seat quantity and billing term in writing; operational headcount and billable seats can differ."
    },
    {
      "name": "Six people need the same workflow",
      "question": "What changes at the team boundary?",
      "left": "Six users exceed Starter; evaluate Productive.",
      "right": "The published five-seat increments imply a ten-seat package after five.",
      "note": "A lower headline per-user rate may still produce a higher total when a package rounds up."
    },
    {
      "name": "The team needs routing rules and API access",
      "question": "Which edition should the pilot use?",
      "left": "Productive explicitly adds rules, integrations and API access.",
      "right": "Growth has rules, but API access starts at Pro.",
      "note": "Confirm the specific trigger, action and permission; an integration name alone is insufficient."
    },
    {
      "name": "Support must enforce service levels",
      "question": "Which controls need direct demonstration?",
      "left": "Test the reporting and escalation process in the appropriate edition.",
      "right": "Pro explicitly includes SLAs, a customer portal and CSAT.",
      "note": "Run an overdue ticket and an owner absence in a permitted trial; capacity does not establish service quality."
    }
  ],
  "exampleTable": {
    "caption": "Four hypothetical buying briefs; plan capacity does not measure performance",
    "headers": [
      "Buying brief",
      "Missive",
      "Hiver Omni"
    ],
    "rows": [
      [
        "Three people sharing a support inbox",
        "Three Starter users fit its five-user ceiling if Starter features suffice.",
        "The published progression from two to five means the three-person requirement needs a five-seat quote."
      ],
      [
        "Six people need the same workflow",
        "Six users exceed Starter; evaluate Productive.",
        "The published five-seat increments imply a ten-seat package after five."
      ],
      [
        "The team needs routing rules and API access",
        "Productive explicitly adds rules, integrations and API access.",
        "Growth has rules, but API access starts at Pro."
      ],
      [
        "Support must enforce service levels",
        "Test the reporting and escalation process in the appropriate edition.",
        "Pro explicitly includes SLAs, a customer portal and CSAT."
      ]
    ]
  },
  "sections": [
    {
      "id": "seats",
      "navLabel": "Price the people who actually need access",
      "title": "Price the people who actually need access",
      "paragraphs": [
        "Create a role list with inbox operators, supervisors and occasional internal specialists. Record which people need their own login, a shared queue, reporting access or only an occasional conversation. Do not assume every collaboration role is free.",
        "Apply the product’s user ceiling and purchasing increments before multiplying by a seat price. For six operators, a five-user edition cannot fit simply because its advertised rate is attractive. Keep taxes, term and optional channel costs on the same basis in both quotes."
      ]
    },
    {
      "id": "handover",
      "navLabel": "Test a conversation across two shifts",
      "title": "Test a conversation across two shifts",
      "paragraphs": [
        "Use a synthetic enquiry that needs a second team’s input. Assign it, add an internal note, change the owner and ask the next operator to prepare a reply. Verify that private comments remain separate from the customer response.",
        "Then leave a request overdue and remove its normal owner from the rota. Inspect alerts, reporting and any service-level controls in the edition you would buy. Finally export a sample conversation and check that attachments and ownership remain understandable outside the tool."
      ]
    }
  ],
  "faqs": [
    {
      "question": "Is Hiver Omni the same as Hiver in Gmail?",
      "answer": "No. Hiver describes Omni as a standalone platform and Hiver in Gmail as a product inside Gmail. This comparison uses Omni’s current packages."
    },
    {
      "question": "Does Missive Starter fit a six-person team?",
      "answer": "No. Its published ceiling is five users; a six-person team needs a larger edition such as Productive."
    },
    {
      "question": "Does turning on a trial prove the lowest paid tier includes everything?",
      "answer": "No. Missive trials Productive and Hiver Omni trials Elite. Check the features and seat rules of the edition retained after the trial."
    }
  ],
  "sources": [
    {
      "url": "https://missiveapp.com/pricing",
      "facts": "Trial, user ceilings, workflow/API tiers, reporting and account allowances."
    },
    {
      "url": "https://hiverhq.com/pricing/hiver-omni",
      "facts": "Omni trial, seat increments, channel/voice scope, API and SLA tiers; distinction from Gmail product."
    }
  ],
  "relatedLinks": [
    {
      "path": "/categories/helpdesk/",
      "title": "Explore helpdesk software"
    },
    {
      "path": "/guides/shared-inbox-buying-checklist/",
      "title": "Plan the next buying step"
    }
  ],
  "datasetDescription": "Compare Missive and Hiver Omni for shared email, user limits, seat increments, service levels and the plan needed after a trial. Seven plan and workflow differences plus four hypothetical buying briefs, with dated limits and explicit assumptions."
}