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Customer Support · head to head

Hiver vs Level AI

Hiver logo

Hiver

Customer Support

Gmail-based help desk

From
Free
Rated
-
Full reviewWebsite
Level AI logo

Level AI

Customer Support

AI quality assurance and agent assist for mid-market and enterprise contact centres

From
On request
Rated
-
Full reviewWebsite

The short version

  • Only Hiver has a free tier, so it costs nothing to try first.
  • Each has a real cost: Hiver hiver tiers as captured 28 December 2023: Lite at $15/user/month capped at 2 shared inboxes (up to 10 users each), Pro at $39/user/month capped at 5 shared inboxes and 50 shared labels, Elite at $59/user/month, all annual pricing with higher month-to-month rates of $19/$49/$69; Level AI pricing combines a per-agent fee, a platform licence and usage-based components, so the number quoted per agent is not the number you pay and budgets set from a per-seat figure alone come in short.
  • They diverge on capability: Hiver covers Shared inbox, Level AI covers Automated QA scoring.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Hiver and Level AI actually diverge.

Attributes where Hiver and Level AI differ
AttributeHiverLevel AI
Starting priceFreeOn request
Pricing modelsubscriptionquote
Free tierYesNo
PlatformsWeb, Chrome-extensionWeb
Founded2011Unknown

Identical on both: user rating (Not yet rated), category (Customer Support).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Hiver

  • Shared inbox
  • Email assignment
  • Collision detection
  • Email notes
  • Templates
  • Analytics
  • Gmail
  • Google Workspace

Only in Level AI

  • Automated QA scoring
  • Semantic intent search
  • Agent assist
  • Coaching workflows
  • Custom scorecards
  • Voice of customer analytics
  • Dispute and calibration
  • CCaaS integrations

What people use each for

The jobs each tool is most often brought in to do.

Hiver

  • Shared inbox managementnot Level AI
  • Customer support via Gmailnot Level AI
  • Team email collaborationnot Level AI

Level AI

  • A 400-seat support organisation reviewing 2 per cent of calls manually and wanting compliance coverage across the whole volume without adding QA headcountnot Hiver
  • A regulated financial services contact centre that must evidence disclosure wording on every recorded call rather than on a samplenot Hiver
  • A support operation onboarding a new outsourced site and needing week-one visibility into how the vendor agents actually handle contactsnot Hiver
  • A CX team trying to work out why average handle time rose 20 per cent by clustering contact drivers across a quarter of interactionsnot Hiver

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Hiver

  • Hiver tiers as captured 28 December 2023: Lite at $15/user/month capped at 2 shared inboxes (up to 10 users each), Pro at $39/user/month capped at 5 shared inboxes and 50 shared labels, Elite at $59/user/month, all annual pricing with higher month-to-month rates of $19/$49/$69

Level AI

  • Pricing combines a per-agent fee, a platform licence and usage-based components, so the number quoted per agent is not the number you pay and budgets set from a per-seat figure alone come in short.
  • Integration to each contact centre or CRM system is charged as a separate implementation fee, which means a team running voice on one platform and chat on another pays twice before a single interaction is scored.
  • The unit economics do not work below roughly a hundred agents; smaller teams get quoted enterprise minimums that cost more than the QA analyst they were trying to avoid hiring.
  • Automated scores are only as good as the scorecard behind them, and the calibration work to get semantic questions scoring consistently falls on your QA team over several weeks before anyone trusts the output.
  • Transcription and semantic accuracy degrade on heavily accented speech, poor telephony audio and languages outside the main supported set, so multilingual operations often end up running manual QA in parallel for some queues anyway.

Pricing, plan by plan

Hiver

Free
  • FreeFree
    • 2 users
    • Email management
    • Basic analytics
  • Lite$19/month
    • Unlimited users
    • Email templates
    • Notes & @mentions
  • Pro$49/month
    • CSAT surveys
    • SLA management
    • Custom reports
  • Elite$69/month
    • Round-robin
    • Skill-based routing
    • Okta SSO

Level AI

On request
  • Level AI$undefined/year
    • Automated QA on all interactions
    • Custom scorecards
    • Semantic search

Which should you pick?

Choose Hiver if

  • You need shared inbox.
  • You want to start without paying.
  • You work on Web, Chrome-extension.
  • You also want email assignment.
Hiver review

Choose Level AI if

  • You need automated qa scoring.
  • You also want semantic intent search.
Level AI review

Questions people ask

Is Hiver or Level AI better?
Neither clearly leads. Hiver starts at Free and Level AI at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Hiver or Level AI?
Hiver has a free tier; the other does not. Paid plans start at Free for Hiver and On request for Level AI.
Does Hiver or Level AI run on more platforms?
Hiver runs on Web, Chrome-extension. Level AI runs on Web.
Can I use Hiver for free?
Yes. Hiver has a free tier, so you can try it without paying. Level AI starts at On request.
What is Hiver best used for?
Hiver is most often used for shared inbox management, customer support via gmail, team email collaboration. Of those, shared inbox management and customer support via gmail are not what Level AI is typically brought in for.
What can Hiver do that Level AI cannot?
Hiver covers Shared inbox, Email assignment, Collision detection, Email notes. Level AI covers Automated QA scoring, Semantic intent search, Agent assist, Coaching workflows.

Answered from the vendors’ own pages

Level AI: Does Level AI publish pricing?

No. Quotes are built per deployment from agent count, channel mix and product modules, and integration fees are added on top.

Level AI: Can it replace our QA analysts?

It replaces the sampling and scoring work, not the judgement. Teams typically keep analysts for calibration, disputes and coaching design.

Level AI: Does it work without a cloud contact centre platform?

It needs recordings and metadata from somewhere. If your telephony does not expose those through an integration or API, this is not a fit.

Level AI: How long does implementation take?

Expect weeks, not days. Connecting systems is quick; getting scorecards calibrated to the point where team leaders act on the scores takes longer.

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