Use cases
Every customer conversation, handled with care
Customers write on WhatsApp, Messenger, Instagram, your website and in Google reviews. Hivenza brings them into one inbox, sends each question to the right people, and keeps a record of who did what.
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Sample
+1 212 ••• ••48
Which documents do I need to open a savings account?
AI agent answered
Messenger
My card payment failed twice this morning.
Handed to Cards · Amara
Google review ★★☆☆☆
Long wait at the city-centre branch.
Rule · to Branches
Internal note
@Paul can you confirm the new branch hours?
Only the team sees this
A week with Hivenza
- Mon
Sorted on arrival
Inbox rules send loan questions to the loans team, card questions to cards, and raise complaints to the top (Pro).
- Tue
Checked before posting
An editor drafts the new savings rate; an admin approves it before anything is published (Pro).
- Wed
Asked, not guessed
An agent leaves an internal note and @mentions a colleague in operations; the customer only sees the final answer.
- Thu
The right hand-over
The AI agent answers opening hours and which documents to bring, and hands payments, refunds and personal details to a person (Pro).
- Fri
On the record
The activity log shows who published, approved or changed what, and when (Pro).
Before, and with the hive
Before
- WhatsApp on one phone, Messenger on another laptop
- A rate posted before anyone checked it
- Questions about accounts answered in public
- Nobody sure who replied, or who approved
With Hivenza
- Every channel in one shared inbox
- Approvals before anything is posted
- Account and payment questions handed to a person
- An activity log of who did what
What helps banks and microfinance
- A support desk
- Every conversation a numbered ticket with a state, priority and owner; teams for cards, loans and branches, and service targets in business hours (Pro).
- Single sign-on
- Staff sign in with your company account through Microsoft Entra, Google Workspace, Okta or SAML, and your identity provider adds and removes them (Enterprise).
- Customer data rules
- A full history on every ticket, customer data anonymised or deleted after the time you set, and every ticket exportable.
- One inbox
- WhatsApp (Agency), Messenger and Instagram messages (Pro), comments, your website chat (Starter) and Google reviews, side by side.
- Routing rules
- New conversations assigned, tagged, prioritised or closed by words, channel or kind; to a named person or to a group in turn (Pro).
- Notes and @mentions
- Internal notes beside the conversation, never sent to the customer. An @mention emails the colleague you need.
- Roles and approvals
- Owners, admins, editors and viewers, brand by brand. With approvals on, nothing an editor writes is published before an admin approves it (Pro).
- Help centre
- Public articles for customers and internal-only articles for staff, in English and French, with every change kept and restorable (Starter).
- AI agent
- Answers only from what your team gave it: your own words, the pages you add and your help centre’s articles. It is set to hand over payments, refunds, orders and personal details, and anyone who asks for a person (Pro).
- Activity log
- Who published, approved, assigned or changed what, and when, for the whole workspace (Pro).
- Two-step sign-in
- Each person can protect their account with an authenticator app, with single-use recovery codes for a lost phone.
- Encrypted tokens
- The access tokens for your networks are encrypted before they are stored and never reach the browser.
An honest fit
Hivenza fits if
- Customers reach you on WhatsApp, social media and your website
- Several teams answer: cards, loans, branches, support
- Posts must be checked before they go out
- You want to know who answered and who approved
Another tool may fit better if
- Customer data must stay in your own data centre
- You need a phone contact centre in the same tool (calls are not in Hivenza yet)
We’d rather you pick the right tool than the wrong one.
Questions
Is Hivenza certified for banks?
We don’t claim certifications. Here is what the product does: network tokens are encrypted when stored, each person can turn on two-step sign-in, roles limit who sees each brand, approvals stop unchecked posts and the activity log records changes. Ask us about anything your review needs.
Will the AI agent discuss a customer’s account?
It can’t see your banking systems. It answers only from what your team gave it, and it is set to hand the chat to a person when a customer wants to pay, get a refund or share personal details, or asks for someone. You choose its channels, and can leave it off.
Can internal articles be kept from customers?
Internal articles never appear on the public help centre; your team sees them in the reply box. The AI agent reads published and internal articles to answer, so keep anything that must never be quoted out of the help centre.
Can staff see every branch or country?
Only the brands they are given. Owners and admins see every brand in the workspace; editors and viewers see the ones you pick.
Can conversations reach our own systems?
Webhooks send new messages, conversations and contacts to your own code, or to Zapier, Make or n8n, as they happen, signed so you can check they came from us (Pro).
Bring every customer conversation into one inbox
