@hiver/skills 1.0.8 → 1.0.9

package/collections/qa-skills/skills/qa-kit/knowledge-base/hiver/hig/apps-integrations.md

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+# Apps & Integrations
+
+> Segment `/apps-and-integrations` — 6 sub-categories, 21 articles.
+> **Provenance:** taxonomy captured live (Jul 2026); detail from the search index. Auth models are
+> reliable only where explicitly noted; other product/auth specifics are **(unverified)**.
+
+**Sub-categories:** CRM apps (6) · Project management apps (5) · e-commerce apps (2) · Accounting apps (1) · Access management apps (1) · Communication apps (1) · + Hiver's Apps, Managing Apps Updates, Common Apps Errors, Configuring Zapier, Hiver API
+
+### Apps module & Custom Connectors (framework)
+- **What it is:** "Apps" (formerly integrations) is the central place to connect third-party tools; **Custom Connectors** bridge tools without native apps. Each integration is scoped **per Shared Inbox** (choose which inboxes see its data).
+- **Roles:** Admin (connect/configure); Agent (use in conversations). **Product:** HIG, Omni; Outlook per-app **(unverified)**.
+- **Connected features:** Shared Inboxes, conversation sidebar/widget, Hiver Contacts, Custom Objects/Fields.
+- **Source:** https://help.hiverhq.com/apps-and-integrations · https://help.hiverhq.com/custom-connectors/hiver-s-custom-connectors
+
+### CRM apps — Salesforce · HubSpot · Pipedrive
+- **What they are:** Surface CRM context (records, pipelines, deals, contacts) in conversations. Salesforce & Pipedrive also via Custom Connectors; HubSpot feeds the Contact Directory.
+- **Roles:** Admin (connect/auth); Agent (view). **Product:** HIG, Omni; Outlook **(unverified)**. **Auth specifics (unverified).**
+- **Source:** https://help.hiverhq.com/crm-apps/salesforce-integration · https://help.hiverhq.com/crm-apps/hubspot-integration · https://help.hiverhq.com/crm-apps/pipedrive-integration
+
+### Project management apps — Jira · Asana · ClickUp · Trello
+- **What they are:** Link/create/update issues or tasks from within a conversation.
+  - **Jira** — link/unlink + create issues; dedicated auth page.
+  - **Asana** — view/manage/link tasks; **each mailbox member logs in with their own Asana account**.
+  - **ClickUp** — **one-click OAuth**; create/link/update tasks.
+  - **Trello** — via Custom Connectors (details **unverified**).
+- **Roles:** Admin (connect); Agent (link/create/update). **Product:** HIG, Omni; Outlook **(unverified)**.
+- **Source:** https://help.hiverhq.com/jira-integration/jira-authentication · https://help.hiverhq.com/asana-integration-widget/asana-authentication · https://help.hiverhq.com/project-management-apps/clickup-integration
+
+### e-commerce (Shopify) · Accounting · Access management (Okta) · Communication (Slack) · Zapier
+- **Shopify** — order/customer data via Custom Connectors.
+- **Accounting apps** (1 article) — bring billing/invoice details into Hiver (specific app **unverified** — QuickBooks not confirmed).
+- **Okta** — access management / SSO provisioning (Admin).
+- **Slack** — native notifications for Shared Inbox events (email assigned, note received, new email); distinct from the Zapier path.
+- **Zapier** — event-based automation connecting Hiver events to any Zapier app.
+- **Source:** https://help.hiverhq.com/custom-connectors/shopify-integration-with-hiver-using-custom-connectors · https://help.hiverhq.com/access-management-apps/okta-integration · https://help.hiverhq.com/slack-integration/hiver-slack-integration · https://help.hiverhq.com/connectors/configuring-zapier
+
+### Hiver API (Developer APIs)
+- **What it is:** Programmatic access to Hiver data for custom integrations. **Only Admins generate API keys** (Admin Panel → Integrations → Developer APIs → Create an API key). Auth = API key. Also an Omni API page.
+- **Roles:** Admin. **Product:** HIG, Omni.
+- **Connected features:** API Calls in Automations, Custom Objects, any Hiver data programmatically.
+- **Source:** https://help.hiverhq.com/hiver-api/hiver-api · https://help.hiverhq.com/apps-and-integrations/hiver-api?product=hiver-omni
+
+> **Ops articles:** Managing Apps Updates · Common Apps Errors — useful for integration troubleshooting/regression.

package/collections/qa-skills/skills/qa-kit/knowledge-base/hiver/hig/automate-workflows.md

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+# Automate Workflows
+
+> Segment `/automate-workflows` — 1 sub-category (API Calls in Automations, 5) + 17 articles.
+> **Provenance:** taxonomy captured live (Jul 2026); detail from the search index. The exhaustive
+> trigger/condition/action catalog is **(unverified)**.
+
+**Articles include:** Using Automations · Supported triggers/conditions/actions · Scheduled Automation · Round Robin · Auto Responder · Auto-Assign to Responder · Business Hour Templates · Custom Object · AI Extract in Automations · AI Tasks in Automations · Add individual emails to Shared Inboxes · Moving emails between Shared Inboxes
+
+### Automations (Rules Engine) & Advanced Automations
+- **What it is:** Step-based rules performing repetitive actions on conversations — assign, tag, close, escalate — via triggers → conditions → actions. **Advanced Automations** adds richer triggers/conditions/actions.
+- **Key concepts:** trigger, condition, action, rule, workflow.
+- **Roles:** Admin (creates/configures). **Product:** HIG, Omni, Outlook (Outlook confirmed).
+- **Connected features:** Assignment, Status, Tags, SLA/escalation, Round Robin, Business Hours, AI Extract/Tasks.
+- **Source:** https://help.hiverhq.com/productivity/using-automations · https://help.hiverhq.com/productivity/use-advanced-automations · https://help.hiverhq.com/productivity/supported-triggers-conditions-and-actions-in-automations · https://help.hiverhq.com/automating-workflows/using-automations-in-the-shared-inbox?product=hiver-for-outlook
+
+### Scheduled Automation (Critical Dates)
+- **What it is:** Date/time-driven automation for renewals, billing cycles, time-bound follow-ups — triggers by date rather than event.
+- **Roles:** Admin **(unverified)**. **Product:** HIG; Omni/Outlook **(unverified)**.
+- **Connected features:** Automations, Custom fields (dates), SLA.
+- **Source:** https://help.hiverhq.com/productivity/scheduled-automation-based-on-critical-dates
+
+### Round Robin / Auto-Assignment & Auto-Assign to Responder
+- **What it is:** **Round Robin** auto-assigns incoming emails to users in turn (fair distribution). **Auto-Assign to Responder** gives ownership to the first team member who replies (via Hiver web/mobile).
+- **Roles:** Admin (configures). **Product:** HIG; Omni/Outlook **(unverified)**.
+- **Connected features:** Assignment, Automations, Out of Office, Business Hours.
+- **Source:** https://help.hiverhq.com/automate-workflows/round-robin-assignment · https://help.hiverhq.com/productivity/auto-assign-to-responder
+
+### Auto Responder & Out of Office
+- **What it is:** **Auto Responder** sends automated replies to new incoming emails, split within/outside business hours (split appears only when a Business Hour Template is linked); one reply per conversation. **Out of Office** schedules availability and auto-unassigns during absence.
+- **Roles:** Admin (Auto Responder); both (OOO). **Product:** HIG; Omni/Outlook **(unverified)**.
+- **Connected features:** Business Hours, Round Robin, Email Templates, Team availability.
+- **Source:** https://help.hiverhq.com/productivity/set-up-an-auto-responder · https://help.hiverhq.com/settings/out-of-office-for-your-shared-inbox
+
+### Business Hours Templates
+- **What it is:** Reusable templates defining working hours + holidays; drive business-hours-aware Auto Responder, SLA timers, and analytics accuracy.
+- **Roles:** Admin. **Product:** HIG, Omni (Outlook **unverified**).
+- **Connected features:** Auto Responder, SLA policies, Analytics.
+- **Source:** https://help.hiverhq.com/automate-workflows/business-hours-for-shared-inboxes
+
+### API Calls in Automations
+- **What it is:** An automation **action** that makes an API call to interact with external systems, extending automations beyond built-in actions.
+- **Key concepts:** automation action = API call, triggers/conditions/actions, Hiver REST API, Admin-only API key.
+- **Roles:** Admin. **Product:** **(unverified)**.
+- **Connected features:** Automations, Hiver API/Developer APIs, external integrations.
+- **Source:** https://help.hiverhq.com/api-calls-automations · https://help.hiverhq.com/hiver-api/hiver-api
+
+### AI Extract & AI Tasks in Automations
+- **What it is:** **AI Extract** pulls specific data out of conversations, driven by extraction **prompts**; used as an automation action. **AI Tasks** is an AI-driven action inside Automations (no dedicated doc — **unverified**). See [hiver-ai.md](hiver-ai.md).
+- **Roles:** Admin (configures prompts/automation). **Product:** **(unverified)**.
+- **Connected features:** Automations, AI Triage, custom fields.
+- **Source:** https://help.hiverhq.com/ai-triage/introduction-to-ai-extract · https://help.hiverhq.com/ai-triage/guide-to-writing-clear-and-effective-prompts-for-ai-extract
+
+### Using Custom Object
+- **What it is:** From a conversation's **Apps tab** (right panel) → **Create new object** → choose object type. Creates integration-backed records (tasks/objects) without leaving email; related custom fields are viewable for context.
+- **Roles:** both (create from conversation); Admin/developer (API). **Product:** **(unverified per-product)**.
+- **Connected features:** App integrations (CRM/PM), Custom Fields, Hiver API.
+- **Source:** https://help.hiverhq.com/custom-connectors/hiver-s-apps · https://help.hiverhq.com/organizeyouremails/custom-fields
+
+### Add individual emails to Shared Inboxes & Moving emails between inboxes
+- **What it is:** When a customer emails an agent directly: **Add to Shared Inbox** (right-panel button), forward to the Shared Inbox address, or an **automation** that auto-adds personal-inbox emails by condition. Advanced Shared Inbox settings control whether a conversation is removed from a previous assignee's inbox on reassign/unassign (default: stays).
+- **Roles:** both (add/forward); Admin (automations, advanced settings). **Product:** HIG; Omni/Outlook **(unverified)**.
+- **Connected features:** Shared Inbox, Automations, assignment/reassignment.
+- **Source:** https://help.hiverhq.com/productivity/automation-to-add-individual-emails-to-shared-inboxes · https://help.hiverhq.com/shared-inbox-management/advanced-settings-on-shared-inbox
+
+> **Escalations** and **Auto-close** are documented as automation use cases/actions (see also [sla-policies.md](sla-policies.md) for breach-driven escalation).

package/collections/qa-skills/skills/qa-kit/knowledge-base/hiver/hig/collaborate.md

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+# Collaborate With Your Team
+
+> Segment `/collaborate-with-your-team` — 2 sub-categories, 9 articles.
+> **Provenance:** taxonomy captured live (Jul 2026); detail from the search index. **(unverified)**
+> items need a `hiver-explore` live-UI pass.
+
+**Sub-categories:** Collaboration tools (Shared Drafts, notes, and more — 6) · Approvals (2) · + "How to collaborate on a conversation in Hiver"
+
+### Shared Notes (Internal Notes) & @Mentions
+- **What it is:** Internal notes on a conversation for teammate collaboration, invisible to the customer. Tag colleagues with **@mentions** to notify them.
+- **Key concepts:** shared note, @mention, note visibility, mailbox participants, desktop/email notifications.
+- **Roles:** Both — any shared-mailbox user. **Product:** HIG, Omni, Outlook.
+- **Connected features:** Shared Drafts, Collaboration Space, notifications, Slack (note events), assignment.
+- **Source:** https://help.hiverhq.com/collaborate/shared-notes-for-the-shared-mailbox-hiver · https://help.hiverhq.com/collaboration/collaborate-on-conversations-using-shared-notes?product=hiver-omni
+
+### Shared Drafts
+- **What it is:** Teammates co-write/refine a reply before it's sent to the customer; drafts shared with mailbox participants for collaborative editing.
+- **Roles:** Both. **Product:** HIG, Omni (Outlook **unverified**).
+- **Connected features:** Shared Notes, Email Templates, reply/compose.
+- **Source:** https://help.hiverhq.com/collaborate/shared-drafts · https://help.hiverhq.com/collaboration/shared-drafts?product=hiver-omni
+
+### Collaborators & Collaboration Space (External Collaboration)
+- **What it is:** Invite internal/external collaborators to view & comment on a conversation instead of forwarding/CC. External collaborators use the **Collaboration Space** — a webpage showing the shared conversation's emails plus Hiver notes.
+- **Key concepts:** collaborator (internal/external), Collaboration Space, invite, view & comment, per-mailbox external-collaboration enablement.
+- **Roles:** Admin enables external collaboration for the mailbox; Agents invite. External collaborators are non-Hiver users with scoped access.
+- **Product availability:** HIG (Gmail); Omni/Outlook **(unverified)**.
+- **Connected features:** Shared Notes, Sharing Conversations, Permalinks.
+- **Source:** https://help.hiverhq.com/collaborators/inviting-collaborators-to-a-conversation · https://help.hiverhq.com/collaborators/accessing-the-collaboration-space · https://help.hiverhq.com/collaborators/enabling-external-collaboration-for-your-shared-mailbox
+
+### Approvals / Approval Flows
+- **What it is:** Approve expenses, discounts, invoices from within conversations. Once Approvals is live for an inbox and one or more flows exist, users invoke a flow to seek approval.
+- **Key concepts:** approval flow, approver, request approval, approve/reject, invoking a flow.
+- **Roles:** Admin (creates flows in Admin Panel); Agent/user (requests in conversations).
+- **Product availability:** Shared Inbox; Omni/Outlook **(unverified)**.
+- **Connected features:** Shared Inbox conversations, Email templates **(unverified)**.
+- **Source:** https://help.hiverhq.com/approvals/introduction-to-approvals-in-hiver · https://help.hiverhq.com/approvals/creating-approval-flows · https://help.hiverhq.com/approvals/requesting-obtaining-approvals

package/collections/qa-skills/skills/qa-kit/knowledge-base/hiver/hig/customer-relationships.md

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+# Manage Customer Relationships
+
+> Segment `/manage-customer-relationships` — 1 sub-category (Manage contacts, 3) + CSAT, 4 articles.
+> **Provenance:** taxonomy captured live (Jul 2026); detail from the search index. **(unverified)**
+> items need a `hiver-explore` live-UI pass.
+
+### Manage Contacts (Contact Directory)
+- **What it is:** View and manage customer details — a unified directory of customers/companies surfaced alongside conversations (enriched by CRM integrations). Feeds the Contacts report.
+- **Key concepts:** contact/company records, Contact Directory, company-level vs individual-contact engagement.
+- **Roles:** Admin (manage); Agent (view in conversation). **Product:** HIG, Omni (Outlook **unverified**).
+- **Connected features:** CRM integrations (HubSpot/Salesforce/Pipedrive), Contacts report, conversation sidebar.
+- **Source:** https://help.hiverhq.com/manage-customer-relationships
+
+### Customer Satisfaction Surveys (CSAT)
+- **What it is:** Collect satisfaction feedback via a rating system + optional comment. Delivery: automatically in all replies, manually on chosen replies, or automatically after a conversation is closed. Feeds the CSAT report and Analytics Export.
+- **Key concepts:** default ratings (Satisfied/Okay/Not satisfied, customizable), text or emoji display, delivery modes, optional feedback form, **satisfaction score = satisfied ÷ total (%)**.
+- **Roles:** Admin (configure ratings/delivery); Agents (manual add to chosen replies).
+- **Product availability:** HIG (Gmail), Hiver Chat (separate chat CSAT); Omni/Outlook **(unverified)**.
+- **Connected features:** CSAT report (Analytics), Analytics Export (CSAT columns), Hiver Chat, replies/templates.
+- **Source:** https://help.hiverhq.com/manage-customer-relationships/using-customer-satisfaction-surveys-csat · https://help.hiverhq.com/hiver-chat/csat

package/collections/qa-skills/skills/qa-kit/knowledge-base/hiver/hig/getting-started.md

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+# Getting Started
+
+> Segment `/getting-started` on help.hiverhq.com — 3 sub-categories, 12 articles.
+> **Provenance:** taxonomy captured live (Jul 2026); feature detail from the search index. Pages are
+> JS-rendered — items marked **(unverified)** need a `hiver-explore` live-UI pass.
+
+**Sub-categories:** Setting up Hiver in Gmail (2) · First steps (7) · Hiver settings (3)
+
+### Setting up Hiver in Gmail
+- **What it is:** Onboarding to install the Hiver Chrome extension and connect it to Gmail so a team manages shared addresses (support@/sales@/info@) inside Gmail. Install from the Chrome Web Store ("Hiver - Gmail"); setup includes creating a Shared Inbox and configuring the sender ID.
+- **Key concepts:** Chrome extension install, Shared Inbox, sender ID setup (auto, or manual when the primary email is on a different domain), Gmail OAuth permissions.
+- **Roles:** Admin (creates/configures Shared Inbox); both install the extension.
+- **Product availability:** HIG (Gmail). Omni and Outlook have separate setup guides.
+- **Connected features:** Shared Inbox, sender ID, Gmail OAuth, Hiver mobile app.
+- **Source:** https://help.hiverhq.com/setting-up-hiver-in-gmail/installation · https://help.hiverhq.com/setting-up-hiver-in-gmail/setting-up-a-shared-inbox-hiver
+
+### First steps
+- **What it is:** Post-install foundational tasks — set up the sender ID for the Shared Inbox and get started on the Hiver mobile app — so users can send/reply as the Shared Inbox address.
+- **Key concepts:** sender ID configuration, Shared Inbox, Hiver for mobile (iOS/Android).
+- **Roles:** both (per-step split **unverified**).
+- **Product availability:** HIG (Gmail); Omni has a parallel first-steps section.
+- **Connected features:** Shared Inbox, sender ID, mobile app.
+- **Source:** https://help.hiverhq.com/first-steps/setting-up-the-sender-id-for-your-shared-inbox · https://help.hiverhq.com/first-steps/hiver-for-mobile-app
+
+### Hiver settings (My Settings + account-level)
+- **What it is:** **My Settings** is the personal space to manage your own details and how Hiver behaves for you — notifications, conversation display order, default sender address, reply-from behaviour, personal Views. Account-level settings (Admin Panel) let Admins enable/disable features across the account.
+- **Key concepts:** My Settings (per-user), notifications, reverse Gmail conversation order (personal-only), default sender address, reply behaviour (match original inbox/alias vs always default), personal custom Views, account-level feature enable/disable.
+- **Roles:** Agent + both for My Settings; Admin for account-level toggles.
+- **Product availability:** HIG (Gmail); Omni has an equivalent my-settings page.
+- **Connected features:** Notifications, Views, default From/sender address, compose/reply, feature toggles.
+- **Source:** https://help.hiverhq.com/hiver-settings/my-settings-in-hiver · https://help.hiverhq.com/settings/enabling-or-disabling-specific-feature

package/collections/qa-skills/skills/qa-kit/knowledge-base/hiver/hig/hiver-ai.md

@@ -0,0 +1,79 @@
+# Hiver AI
+
+> Segment `/hiver-ai` — 2 sub-categories (AI Copilot 7, AI Agents 8) + AI usage dashboard, 16 articles.
+> Also spans AI in Automations and AI Triage. **Provenance:** taxonomy captured live (Jul 2026);
+> detail from the search index. Product availability is largely **(unverified)** per feature; several
+> Copilot/Ask-AI articles expose a `?product=hiver-omni` variant.
+
+Hiver AI is the AI suite built into the inbox — **assistive** (Copilot), **autonomous** (AI Agents /
+AI Triage), and AI-in-Automations. The **Hiver AI add-on** is the entitlement layer that gates these.
+
+## AI Copilot (assistive)
+
+### AI Copilot
+- **What it is:** AI-powered assistant to respond faster/more accurately — bundles Ask AI, AI Compose, AI Summarizer, and suggested/rephrased replies in the inbox.
+- **Roles:** both (Agent uses; Admin enables). **Product:** HIG/Omni **(unverified)**; Omni variant exists.
+- **Connected features:** Ask AI, AI Compose, AI Summarizer, AI Suggested Responses, Hiver AI add-on.
+- **Source:** https://help.hiverhq.com/ai-copilot/introducing-hiver-copilot
+
+### Ask AI & Knowledge Sources
+- **What it is:** **Ask AI** generates context-aware replies/answers grounded in configured **knowledge sources**; managing those sources ensures accurate answers.
+- **Roles:** Agent queries; Admin manages sources **(unverified split)**. **Product:** Omni variant exists.
+- **Connected features:** AI Copilot, Knowledge Base (self-service), Managing Knowledge Sources.
+- **Source:** https://help.hiverhq.com/ai-copilot/introducing-ask-ai · https://help.hiverhq.com/ai-copilot/managing-knowledge-sources-for-ask-ai
+
+### AI Compose & AI Summarizer (Harvey)
+- **What it is:** **AI Compose** refines grammar, tone, clarity (compose/rephrase). **AI Summarizer** turns long threads into concise notes. Both documented under **Harvey**, Hiver's AI bot.
+- **Roles:** Agent. **Product:** **(unverified)**.
+- **Connected features:** Harvey, AI Copilot, Email Templates.
+- **Source:** https://help.hiverhq.com/harvey-the-ai-bot/ai-compose · https://help.hiverhq.com/harvey-the-ai-bot/ai-summarizer
+
+### Harvey (the AI Bot)
+- **What it is:** The bot underpinning several AI features — intelligent **email template suggestions** and **thank-you detection** (suppresses short "thank you" replies from reopening conversations).
+- **Roles:** both **(unverified)**. **Product:** **(unverified)**.
+- **Connected features:** AI Compose, AI Summarizer, Email Templates, AI Thank-you Detector, AI Agents.
+- **Source:** https://help.hiverhq.com/harvey-the-ai-bot · https://help.hiverhq.com/harvey-the-ai-bot/harvey-intelligent-email-template-suggestions · https://help.hiverhq.com/harvey-the-ai-bot/harvey-thank-you-detection
+
+### Hiver AI add-on
+- **What it is:** The entitlement layer that gates AI Copilot, AI Agents, and AI Triage ("assistive, autonomous, and soon insight-driven").
+- **Roles:** Admin (purchase/enable). **Product:** **(unverified)**.
+- **Connected features:** AI Copilot, AI Agents, AI Triage, billing/subscription.
+- **Source:** https://help.hiverhq.com/ai-copilot/hiver-ai-add-on
+
+## AI Agents (autonomous)
+
+### AI Agents
+- **What it is:** Autonomously classify, prioritize, and route emails so each reaches the right team — the "autonomous" pillar.
+- **Roles:** Admin (config/enable); acts autonomously. **Product:** Omni `ai-features` page exists; else **(unverified)**.
+- **Connected features:** AI Suggested Responses, AI Tagging, AI Thank-you Detector, AI Triage, Automations.
+- **Source:** https://help.hiverhq.com/ai-agents
+
+### AI Suggested Responses & AI Thank-you Detector
+- **What it is:** **Suggested Responses** generate ready-to-use, one-click replies for common queries. **Thank-you Detector** prevents short "thank you" replies from reopening conversations.
+- **Roles:** both (Agent inserts / Admin enables). **Product:** **(unverified)**.
+- **Connected features:** AI Agents, AI Copilot, email templates, conversation reopen behaviour.
+- **Source:** https://help.hiverhq.com/ai-agents/ai-suggested-responses · https://help.hiverhq.com/ai-agents/getting-started-with-ai-thank-you-detector
+
+## AI Triage & AI-in-Automations
+
+### AI Tagging (Category-based)
+- **What it is:** Automatically categorizes emails by content and applies relevant Tags (appears under both AI Agents and AI Triage).
+- **Roles:** Admin (setup). **Product:** **(unverified)**.
+- **Connected features:** Tags, Automations, AI Sentiment.
+- **Source:** https://help.hiverhq.com/ai-triage/introduction-to-ai-tagging · https://help.hiverhq.com/ai-triage/getting-started-with-category-based-tags
+
+### AI Sentiment Analysis
+- **What it is:** Detects customer tone; classifies conversations Positive/Neutral/Negative or on a five-point scale. Feeds the **Sentiment report** in Analytics.
+- **Roles:** Admin (enable). **Product:** **(unverified)**.
+- **Connected features:** Sentiment report (Analytics), AI Tagging, AI Triage, Enabling/Disabling Features.
+- **Source:** https://help.hiverhq.com/ai-triage/getting-started-with-ai-sentiment-analysis
+
+### AI Extract in Automations
+- **What it is:** Uses AI to pull specific data from conversations, driven by extraction **prompts** ("instruction manuals"); invoked in Automations. See [automate-workflows.md](automate-workflows.md).
+- **Roles:** Admin. **Product:** **(unverified)**.
+- **Connected features:** Automations, AI Triage, custom fields.
+- **Source:** https://help.hiverhq.com/ai-triage/introduction-to-ai-extract · https://help.hiverhq.com/ai-triage/guide-to-writing-clear-and-effective-prompts-for-ai-extract
+
+### AI usage dashboard & AI Tasks in Automations
+- **What they are:** An AI usage/consumption dashboard, and an AI-driven action inside Automations. **No dedicated help articles surfaced — treat both as (unverified / possibly new).**
+- **Source:** No dedicated article found. Related: https://help.hiverhq.com/ai-copilot/hiver-ai-add-on · https://help.hiverhq.com/productivity/supported-triggers-conditions-and-actions-in-automations

package/collections/qa-skills/skills/qa-kit/knowledge-base/hiver/hig/multichannel-support.md

@@ -0,0 +1,82 @@
+# Offer Multi-Channel Support
+
+> Segment `/offer-multi-channel-support` — 8 sub-categories, 33 articles. The channels a team
+> handles conversations across: **email, live chat, calls (voice), WhatsApp**.
+> **Provenance:** taxonomy captured live (Jul 2026); detail from the search index. **(unverified)**
+> items need a `hiver-explore` live-UI pass.
+
+**Sub-categories:** Manage emails (2 cats, 13) · Manage live chat messages (2 cats, 12) · Manage calls (2) · Manage WhatsApp messages (6)
+
+---
+
+## Manage emails
+
+### Conversation Assignment
+- **What it is:** Assign a conversation to a team member (right-panel **Assign to**; **None** to unassign). Assigned mail moves from Unassigned to the assignee's inbox/Team view; assignee is notified.
+- **Key concepts:** Assign to, assignee, unassign (None), Unassigned/Mine/Team views, ownership.
+- **Roles:** Both. **Product:** HIG, Omni, Outlook.
+- **Connected features:** Auto-assignment, Views, Automations, Notifications, collision reduction, Analytics (workload).
+- **Source:** https://help.hiverhq.com/shared-mailbox-management/managing-emails
+
+### Conversation Status (Open / Pending / Closed)
+- **What it is:** Lifecycle status. Open = new/ongoing; Pending = replied but unresolved; Closed = resolved. Right-panel **Status** dropdown; **Send & Close** / **Send & Pending** shortcuts.
+- **Roles:** Both. **Product:** HIG, Omni, Outlook.
+- **Connected features:** Views (Pending/Closed), Bulk actions, Automations (auto-close), SLA.
+- **Source:** https://help.hiverhq.com/manage-emails/managing-emails
+
+### Tags & Shared Labels
+- **What it is:** **Hiver Tags** categorize/group conversations (manual, bulk, or via AI Tagging). **Shared Labels** are Gmail-native labels for label-based organization in the Gmail sidebar (Gmail-only).
+- **Roles:** Both. **Product:** Tags — HIG/Omni (Outlook **unverified**); Shared Labels — Gmail only.
+- **Connected features:** Views (Any/All filters), Bulk actions, Automations (auto-tag), AI Tagging, Tags Report.
+- **Source:** https://help.hiverhq.com/organize-conversations/using-hiver-tags · https://help.hiverhq.com/gmail-shared-labels/setting-up-a-shared-label
+
+### Views & Filters, Queues
+- **What it is:** Saved filter sets. Default: Unassigned, Mine, Team, Pending, Closed. New mail lands in **Unassigned** until claimed. Custom Views via All Views → **+** → filters → Save. Favorites/order are personal.
+- **Roles:** Both. **Product:** HIG, Omni (Outlook **unverified**).
+- **Connected features:** Assignment, Status, Tags, Search, SLA (Overdue/Due Soon views).
+- **Source:** https://help.hiverhq.com/organizeyouremails/views
+
+### Managing Emails — reply / forward / CC-BCC / sent tracking
+- **What it is:** Core handling. Sent mail via **My Sent** / **All Sent**. CC behavior: if your personal address is included alongside the shared address, the email also lands in your personal inbox; deleting from personal inbox deletes from Shared Inbox.
+- **Roles:** Both; Admin controls advanced settings. **Product:** HIG, Omni, Outlook.
+- **Connected features:** Split, Notes, Templates, notifications, sender ID.
+- **Source:** https://help.hiverhq.com/manage-emails/managing-emails · https://help.hiverhq.com/shared-inbox-management/advanced-settings-on-shared-inbox
+
+### Split Conversation
+- **What it is:** Reply/forward **privately** from a Shared Inbox — sent only to specified recipients, hidden from other team members.
+- **Roles:** Both. **Product:** HIG; Omni/Outlook parity **unverified**.
+- **Connected features:** Managing emails, CC/BCC. *(Note: a distinct "merge conversation" feature is **unverified** — see Linked Conversations.)*
+- **Source:** https://help.hiverhq.com/manage-emails/managing-emails
+
+### Email Templates
+- **What it is:** Pre-written reusable messages (name/subject/body) with personalization variables and attachments; organized in folders incl. a default **Shared with All**.
+- **Roles:** Both — creators manage folders/sharing; Agents insert & edit. **Product:** HIG, Omni (Outlook **unverified**).
+- **Connected features:** Shared Drafts, compose/reply, Auto Responder, Harvey AI (template suggestions).
+- **Source:** https://help.hiverhq.com/shared-mailbox-management/email-templates-for-shared-mailboxes
+
+### Snooze / Send Later / Permalinks / Signatures / Bulk actions / Conversation ID / Linked Conversations
+- **Snooze & reminders** — remove an email and re-surface it later. **Send Later** — schedule send (`[Scheduled]` tag, Cancel Send). **Permalinks** — shareable link to a conversation. **Signatures** — auto for Google Workspace, manual for Gmail shared inbox. **Bulk actions** — assign/unassign/status/tag on up to **50 emails**. **Conversation ID** — unique reference per conversation. **Linked Conversations** — group related threads (right panel → Start linking).
+- **Roles:** mostly Agent. **Product:** HIG (Gmail); Omni/Outlook mostly **unverified**.
+- **Source:** https://help.hiverhq.com/email-tools (bulk-actions, generating-permalinks, snoozing-emails-and-setting-reminders, sending-emails-later, conversation-id) · https://help.hiverhq.com/workingwithemail1/linking-related-conversations
+
+---
+
+## Manage live chat messages
+- **What it is:** Real-time chat channel with an embeddable widget and a customizable **Chat Inbox**; agents reply to live chats in Hiver. Includes **chat auto-assignment** (round robin, active-chat concurrency limit), **Chatbots** (rule-based, in-widget, 24/7), **Chat Templates**, **Collision Alerts** (explicitly documented for chat), and **Chat CSAT**. Help-center KB articles can be surfaced in the widget.
+- **Roles:** Admin (set up/customize); Agent (reply). **Product:** Omni.
+- **Connected features:** Chatbots, auto-assignment, Hiver Contacts, Knowledge Base, Live Chat Analytics, CSAT.
+- **Source:** https://help.hiverhq.com/hiver-chat/setting-up-live-chat · https://help.hiverhq.com/hiver-chat/chat-auto-assignments · https://help.hiverhq.com/chatbots-by-hiver/introduction-to-chatbots · https://help.hiverhq.com/hiver-chat/collision-alerts
+
+## Manage calls (Voice — Aircall)
+- **What it is:** Voice channel powered by **Aircall**. Admins create a **voice inbox**; Hiver logs incoming, outgoing, and missed calls. Voice inbox has its own views and settings.
+- **Roles:** Admin (create/connect); Agent (manage calls). **Product:** Omni.
+- **Connected features:** Aircall integration, analytics, Shared Inbox.
+- **Source:** https://help.hiverhq.com/voice-channel/setup-a-voice-inbox · https://help.hiverhq.com/voice-channel/voice-inbox-views-and-call-management
+
+## Manage WhatsApp messages
+- **What it is:** Receive/respond to WhatsApp customer chats via a **WhatsApp Inbox**. Setup requires **Meta (Facebook) Developer Portal** config and Facebook prerequisites (WhatsApp Business API).
+- **Roles:** Admin (setup/Meta config); Agent (respond). **Product:** Omni (also usable from Gmail).
+- **Connected features:** Auto-assignment, Hiver Contacts, Shared Inbox.
+- **Source:** https://help.hiverhq.com/whatsapp-channel/setup-your-whatsapp-inbox · https://help.hiverhq.com/whatsapp-channel/facebook-prerequisites-for-whatsapp-setup
+
+> **SMS & Social** are named as Omni channels in overview material but have no dedicated setup docs — **(unverified)**.

package/collections/qa-skills/skills/qa-kit/knowledge-base/hiver/hig/reporting-analytics.md

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+# Reporting & Analytics
+
+> Segment `/reporting-and-analytics` — 2 sub-categories (Email analytics 7, Live chat analytics 2) +
+> overview/Custom Dashboards/FAQs, 12 articles. **Provenance:** taxonomy captured live (Jul 2026);
+> detail from the search index. Plan-gating/boundaries below are good test-case seeds.
+
+### Analytics overview
+- **What it is:** Central place to understand how a team manages conversations — volumes, response patterns, efficiency trends. Left pane → Analytics under a shared mailbox.
+- **Key concepts:** report types (Conversations, Users, Tags, Contacts, SLA, CSAT, Sentiment), Real-time & Custom Dashboards, Export, Group by (assignee/tags/date).
+- **Roles:** Admin (setup); Agents scoped view **(unverified)**. **Product:** HIG, Omni (Outlook **unverified**).
+- **Source:** https://help.hiverhq.com/reporting-analytics/reporting-analytics-hiver · https://help.hiverhq.com/reporting-analytics/faqs
+
+### Custom Dashboards
+- **What it is:** Centralized hub to monitor metrics across multiple Shared Inboxes; compare teams/departments and workload. Widgets drill into detailed reports; **Publish → read-only shareable link** (republish issues a new link).
+- **Roles:** Admin (create/publish). **Product:** HIG, Omni. **Shared email inboxes only — excludes chat.**
+- **Connected features:** all underlying reports.
+- **Source:** https://help.hiverhq.com/reporting-analytics/custom-dashboards
+
+### Report types (Email analytics)
+- **Conversations** (volume, status trends) · **Users** (per-agent workload/performance) · **Tags** (counts per tag) · **Contacts** (company vs contact-level engagement) · **SLA** (compliance vs deadlines) · **CSAT** (satisfaction trends) · **Sentiment** (AI tone classification) · **Workload Distribution** (balance across users). All support filters; **CSV export**.
+- **Roles:** Admin (agent scope **unverified**). **Product:** HIG; Omni/Outlook per-report **(unverified)**.
+- **Connected features:** Tags, SLA policies, CSAT surveys, AI Sentiment (AI Triage), Custom Dashboards.
+- **Source:** https://help.hiverhq.com/reporting-analytics/reporting-analytics-hiver · https://help.hiverhq.com/reporting-analytics/sla-reports-in-analytics · https://help.hiverhq.com/email-analytics/sentiment-report-hiver · https://help.hiverhq.com/organizeyouremails/workload-distribution-in-your-shared-mailbox
+
+### Analytics Export (incl. Scheduled Exports)
+- **What it is:** Export detailed analytics as CSV (Analytics → Export). Filter conversations; choose columns (**plan-dependent**). **Scheduled exports = Enterprise plan only** (download link emailed). Distinct from account-level Data Export.
+- **Roles:** Admin (scheduling Enterprise-gated). **Product:** HIG; Omni/Outlook **(unverified)**.
+- **Connected features:** all reports, Tags, SLA, CSAT.
+- **Source:** https://help.hiverhq.com/reporting-analytics/analytics-export
+
+### Live Chat Analytics
+- **What it is:** How the team handles live chats — workload trends, performance, visitor experience. Separate from email analytics; **Custom Dashboards do NOT include chat.**
+- **Roles:** Admin (agent **unverified**). **Product:** Hiver Chat / Live Chat.
+- **Connected features:** Live Chat setup, Chat CSAT.
+- **Source:** https://help.hiverhq.com/live-chat-analytics/hiver-chat-analytics

package/collections/qa-skills/skills/qa-kit/knowledge-base/hiver/hig/self-service.md

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+# Enable Self-Service
+
+> Segment `/enable-self-service` — 2 sub-categories, 8 articles.
+> **Provenance:** taxonomy captured live (Jul 2026); detail from the search index. **(unverified)**
+> items need a `hiver-explore` live-UI pass.
+
+**Sub-categories:** Help center (7) · Customer portal (1)
+
+### Help Center / Knowledge Base
+- **What it is:** Publish help articles/FAQs so customers self-serve. KB articles can also be surfaced inside the **Live Chat widget**, and can feed **Ask AI** as a knowledge source.
+- **Key concepts:** Knowledge Base articles, public help center, self-service, KB-in-chat, Ask AI knowledge sources.
+- **Roles:** Admin (set up/manage articles); customers read. Authoring role **(unverified)**.
+- **Product availability:** Omni. Gmail/Outlook authoring availability **(unverified)**.
+- **Connected features:** Live Chat widget, Ask AI (Copilot), Customer Portal.
+- **Source:** https://help.hiverhq.com/knowledge-base/setting-up-your-knowledge-base · https://help.hiverhq.com/hiver-chat/help-articles-in-chat
+
+### Customer Portal
+- **What it is:** A web-based self-service space where customers submit requests and track their progress in real time — visibility into their own tickets without contacting an agent. Setup steps **(unverified)**.
+- **Key concepts:** web self-service portal, submit requests, real-time issue tracking.
+- **Roles:** Admin (sets up **— unverified**); customers are end-users.
+- **Product availability:** **(unverified)**.
+- **Connected features:** Shared Inbox/conversations, Help Center KB, likely SLA & CSAT **(unverified)**.
+- **Source:** https://help.hiverhq.com/customer-portal/how-to-set-up-a-customer-portal-in-hiver

package/collections/qa-skills/skills/qa-kit/knowledge-base/hiver/hig/sla-policies.md

@@ -0,0 +1,30 @@
+# Manage SLA Policies
+
+> Segment `/manage-sla-policies` — 4 articles.
+> **Provenance:** taxonomy captured live (Jul 2026); detail from the search index. **(unverified)**
+> items need a `hiver-explore` live-UI pass.
+
+**Articles:** Creating SLA Policies · Managing SLA policies · How SLA timers and breach alerts work (Agent guide) · FAQs on SLA
+
+### SLA Policies
+- **What it is:** SLA policies define the response and resolution times a team commits to. Once set up in a Shared Inbox, SLA details (timers, deadlines) show directly on conversations, and breaches trigger alerts. Default **Overdue** and **Due Soon** views surface at-risk conversations.
+- **Key concepts:** SLA policy, first-response time, resolution time, SLA timer, breach alert, Overdue/Due Soon views, business-hour impact, SLA permissions, policy order/priority.
+- **Roles:** Admin creates/edits/reorders/disables policies and manages SLA permissions; Agents see timers/alerts and (per permission) can delete an SLA on a conversation.
+- **Product availability:** HIG (Gmail); Omni referenced (`sla-for-shared-mailboxes`); Outlook **(unverified)**.
+- **Connected features:** Business Hours (timer calculation), Automations (escalation on breach), Overdue/Due Soon Views, SLA notifications, SLA Report (Analytics).
+- **Source:** https://help.hiverhq.com/working-with-slas/creating-sla-policies · https://help.hiverhq.com/working-with-slas/managing-sla-policies
+
+### SLA timers & breach alerts (Agent guide)
+- **What it is:** How agents experience SLAs — timers count down on each conversation against the applicable policy; breach + "due soon" states are flagged and can notify. Business-hour templates scope the countdown to operating hours.
+- **Key concepts:** timer countdown, applicable policy, breach vs due-soon, SLA notifications, business-hour scoping.
+- **Roles:** Agent (consumes); Admin (defines behaviour). **Product:** HIG; Omni/Outlook **(unverified)**.
+- **Connected features:** SLA policies, Business Hours, Views, Notifications.
+- **Source:** https://help.hiverhq.com/working-with-slas/sla-information-on-conversations · https://help.hiverhq.com/viewing-sla/sla-notifications · https://help.hiverhq.com/working-with-slas/Impact-of-business-hour-change-on-SLAs
+
+### SLA permissions & FAQs
+- **What it is:** Controls who can manage SLA policies and act on SLAs at the conversation level; FAQs cover edge behaviour.
+- **Roles:** Admin (permissions). **Product:** **(unverified per-product)**.
+- **Connected features:** Roles & permissions, SLA policies.
+- **Source:** https://help.hiverhq.com/setting-up-hiver-sla/managing-sla-permissions
+
+> **QA note:** SLA is a high-blast-radius area — a Business Hours change, timezone, or holiday shift alters timers and breach reporting across every conversation and the SLA Report.

package/collections/qa-skills/skills/qa-kit/knowledge-base/hiver/hig/troubleshooting.md

@@ -0,0 +1,27 @@
+# Troubleshooting Hiver Issues
+
+> Segment `/troubleshooting` — 2 sub-categories, 9 articles.
+> **Provenance:** taxonomy captured live (Jul 2026); detail from the search index. **(unverified)**
+> items need a `hiver-explore` live-UI pass.
+
+**Sub-categories:** Loading issues (2) · Account issues (6) · + "Roles and permissions in Hiver"
+
+### Loading issues (Hiver not loading / slow)
+- **What it is:** Guidance for Hiver not loading or running slowly. Check the **Hiver status dashboard** (subscribe for outage alerts). Email-sync timing: **~90% of emails sync within 30s, ~99% within a minute** to the Shared Mailbox — delays beyond that are the exception.
+- **Key concepts:** Hiver Status dashboard, outage subscriptions, email sync timing (~90%/30s, ~99%/1min), delayed emails.
+- **Roles:** both. **Product:** **(unverified per-product)**.
+- **Connected features:** Shared Mailbox email sync, extension load, status dashboard.
+- **Source:** https://help.hiverhq.com/troubleshoot/how-to-check-the-current-status-of-hiver · https://help.hiverhq.com/troubleshoot/emails-are-arriving-in-the-shared-mailbox-with-a-delay
+
+### Account issues (accessing your account)
+- **What it is:** Problems logging into / accessing Hiver and user-access issues. Team members must be added as users to access Shared Mailboxes; a common case is a newly-added user unable to be assigned emails. Gmail OAuth permissions are a frequent factor.
+- **Key concepts:** login/access (web + mobile), adding users for access, "added user but can't assign emails," Gmail OAuth permissions.
+- **Roles:** Admin (adds users/roles); both (login). **Product:** HIG (Gmail OAuth) + mobile; Outlook/Omni via Microsoft OAuth **(unverified here)**.
+- **Connected features:** Roles & permissions, user management, Gmail OAuth, Shared Mailbox, mobile app.
+- **Source:** https://help.hiverhq.com/troubleshoot/added-user-to-hiver-account-but-cant-assign-emails-to-her-in-shared-mailbox · https://help.hiverhq.com/hiver-gmail-settings/gmail-oauth-permissions-for-hiver
+
+### Roles and permissions in Hiver
+- **What it is:** The role model surfaced under troubleshooting (also in [account-security.md](account-security.md)) — one role per user, applied across all their Shared Inboxes; four default roles + up to six custom roles on Elite; only Admins assign roles.
+- **Roles:** Admin. **Product:** **(unverified per-product)**.
+- **Connected features:** User management, Billing (Admin gate), Analytics (Supervisor), Templates/Tags, SLA permissions.
+- **Source:** https://help.hiverhq.com/account-management/roles-and-permissions

package/collections/qa-skills/skills/qa-kit/knowledge-base/hiver/omni/INDEX.md

@@ -0,0 +1,45 @@
+# Hiver Omni — Knowledge Base Index
+
+The **Omni** product tree, mirroring the live `?product=hiver-omni` help view (12 sections, captured
+Jul 2026). Omni is Hiver's **multi-channel** product — email + live chat + Slack + voice + WhatsApp +
+tickets/web forms — running on **Gmail or Outlook** clients, with enterprise **identity (SSO/SCIM)**.
+
+For shared mechanics identical to Gmail, these files cross-reference [`../hig/`](../hig/INDEX.md) and
+call out only the **Omni differences**. Every **(unverified)** flag → confirm via `hiver-explore`.
+
+## Segments (Omni's 12 sections)
+
+| Segment file | Help section (`?product=hiver-omni`) | Sub-cats / articles |
+|---|---|---|
+| [getting-started.md](getting-started.md) | Getting started | 5 / 16 |
+| [multichannel-support.md](multichannel-support.md) | Offer multi-channel support | 8 / 24 |
+| [automate-workflows.md](automate-workflows.md) | Automate workflows | 1 / 12 |
+| [sla-policies.md](sla-policies.md) | Manage SLA policies | 3 |
+| [collaborate.md](collaborate.md) | Collaborate (`/collaboration`) | 3 |
+| [hiver-ai.md](hiver-ai.md) | Hiver AI (`/ai-features`) | 2 / 7 |
+| [self-service.md](self-service.md) | Enable self-service | 2 / 5 |
+| [customer-relationships.md](customer-relationships.md) | Manage customer relationships | 1 / 2 |
+| [reporting-analytics.md](reporting-analytics.md) | Reporting and analytics | 3 / 11 |
+| [apps-integrations.md](apps-integrations.md) | Apps and integrations | 4 / 15 |
+| [account-security.md](account-security.md) | Account and security | 2 / 4 |
+| [identity-access.md](identity-access.md) | **Identity and access** (Omni-only) | 2 / 15 |
+
+## What Omni has that HIG does not
+
+- **Channels:** Slack (as a support channel), Voice Inbox (Aircall), WhatsApp, Tickets, Web Forms — beyond email + chat.
+- **Surfaces:** omnichannel search, **My Work**, per-channel analytics (Slack/Email/Chat).
+- **Clients:** runs on **Outlook** as well as Gmail (Microsoft Admin Center approval, Microsoft OAuth).
+- **Identity & access:** **SSO (SAML/IdP)** and **SCIM user provisioning** — its own segment.
+- **Automations:** **Individual Inbox Automations**, **AI Tasks**.
+
+## What likely differs or is absent vs HIG (verify live)
+
+- **Approvals** did not surface in the Omni collaborate section — availability **(unverified)**.
+- Article counts are smaller per section (docs still consolidating) — some HIG features may be documented only under the Gmail tree even when present in Omni.
+
+## Cross-feature connections & standing caveats
+
+Shared connection map and QA caveats (bulk-action 50 cap, Enterprise-only scheduled exports, Elite
+custom-role cap, OAuth/no-email-storage security model, collision-alerts-are-chat-only) apply here
+too — see [../hig/INDEX.md](../hig/INDEX.md#cross-feature-connection-map-regression-blast-radius).
+Omni-specific: SSO/SCIM deprovisioning and enforce-SSO are high-risk paths (see identity-access.md).

package/collections/qa-skills/skills/qa-kit/knowledge-base/hiver/omni/account-security.md

@@ -0,0 +1,13 @@
+# Omni · Account & Security
+
+> Segment `/account-and-security?product=hiver-omni` — 2 sub-categories, 4 articles.
+> In Omni, **identity/login (SSO/SCIM) is split into its own section** — see
+> [omni/identity-access.md](identity-access.md). Mechanics match HIG — see
+> [../hig/account-security.md](../hig/account-security.md).
+
+**Sub-categories:** Billing (1) · Security and privacy (3)
+
+- **Billing** — plans (Growth/Pro/Elite), invoices, payment (Stripe/PCI); Admin-only.
+- **Security & privacy** — emails not stored on Hiver servers; OAuth 2.0 with delegated permissions; no password storage; Microsoft OAuth for Outlook (Admin Center approval); mailbox permissions.
+- **Roles:** Admin. **Connected:** Roles & permissions, Identity & access, mailbox permissions, Stripe.
+- **Source:** https://help.hiverhq.com/account-and-security?product=hiver-omni · https://help.hiverhq.com/account-and-settings/mailbox-permissions-required-by-hiver?product=hiver-omni

package/collections/qa-skills/skills/qa-kit/knowledge-base/hiver/omni/apps-integrations.md

@@ -0,0 +1,15 @@
+# Omni · Apps & Integrations
+
+> Segment `/apps-and-integrations?product=hiver-omni` — 4 sub-categories, 15 articles.
+> Fewer sub-categories than HIG (6) because in Omni **Slack is a channel** (not a Communication app)
+> and **identity/SSO is its own section** (see [omni/identity-access.md](identity-access.md)).
+> App detail matches HIG — see [../hig/apps-integrations.md](../hig/apps-integrations.md).
+
+**Sub-categories:** CRM apps (6) · Project management apps (5) · E-commerce apps (2) · Accounting apps (1) · + Hiver Omni API
+
+- **CRM apps** — Salesforce, HubSpot, Pipedrive (customer context in conversations).
+- **Project management apps** — Jira, Asana, ClickUp, Trello (link/create/update tasks; auth differs per app).
+- **E-commerce** — Shopify (order/customer data). **Accounting** — billing/invoice app (specific app **unverified**).
+- **Hiver Omni API** — programmatic access; Admin-generated API keys; underpins API-call automations & custom objects.
+- **Roles:** Admin (connect); Agent (use). **Connected:** Shared Inbox scoping, conversation sidebar, Hiver Contacts, Custom Objects.
+- **Source:** https://help.hiverhq.com/apps-and-integrations?product=hiver-omni · https://help.hiverhq.com/apps-and-integrations/hiver-api?product=hiver-omni

package/collections/qa-skills/skills/qa-kit/knowledge-base/hiver/omni/automate-workflows.md

@@ -0,0 +1,26 @@
+# Omni · Automate Workflows
+
+> Segment `/automate-workflows?product=hiver-omni` — 1 sub-category (API Calls, 3) + 12 articles.
+> Taxonomy captured live (Jul 2026); detail from the search index. Core automation mechanics match
+> HIG — see [../hig/automate-workflows.md](../hig/automate-workflows.md); Omni deltas below.
+
+**Articles include:** Using Automations in Hiver Omni · Auto-assigning incoming conversations · Supported triggers/conditions/actions · Creating Business Hours · Sending automatic replies · Move emails between Shared Inboxes · Using Custom Object · **Using AI Tasks** · **Creating Individual Inbox Automations** · API Calls in Automations (3)
+
+### Automations in Omni
+- **What it is:** Same triggers → conditions → actions rules engine as HIG, applied across Omni's channels. Auto-assign incoming conversations, tag, close, escalate.
+- **Roles:** Admin. **Connected:** Assignment, Tags, SLA, channels.
+- **Source:** https://help.hiverhq.com/automate-workflows?product=hiver-omni
+
+### Individual Inbox Automations (Omni-highlighted)
+- **What it is:** Automation that adds emails from a user's **personal inbox** into a Shared Inbox by condition — distinct from Shared Inbox automations that act on conversations already shared.
+- **Key concepts:** personal inbox → Shared Inbox routing, conditions, auto-assignment.
+- **Roles:** both (individual sets up personal-inbox rule); Admin (shared/advanced). **(Omni-labeling unverified.)**
+- **Source:** https://help.hiverhq.com/productivity/automation-to-add-individual-emails-to-shared-inboxes
+
+### AI Tasks & AI Extract in Automations
+- **What it is:** Omni exposes **AI Tasks** (an AI-driven automation action) and AI Extract (prompt-driven data extraction). See [omni/hiver-ai.md](hiver-ai.md) and [../hig/automate-workflows.md](../hig/automate-workflows.md).
+- **Roles:** Admin. **Source:** https://help.hiverhq.com/automate-workflows?product=hiver-omni (Using AI Tasks)
+
+### Shared items (Business Hours · automatic replies · Move emails · Custom Object · API Calls)
+- Same as HIG — Business Hours templates, Auto Responder ("Sending automatic replies"), moving emails between inboxes, Custom Object creation from the Apps tab, and API-call actions. See [../hig/automate-workflows.md](../hig/automate-workflows.md).
+- **Source:** https://help.hiverhq.com/api-calls-automations