Features
Your tools in the side panel of every ticket
In Inbox settings, under Apps in tickets, any company can add a side-panel app to its tickets. The agent sees your own page, with the ticket’s context, beside the conversation, without opening another tab.
Get startedOn Pro and above (the customer panel).
From your page to the ticket
- 1
Build a page
A page on your own host, shown to the agent in the side panel.
- 2
Add the app
In Inbox settings, choose Apps in tickets and add it, with a secret that is sealed and never shown again.
- 3
It opens with the ticket
The page receives a short-lived token with the ticket’s context.
- 4
The agent acts
Look up an order, check an account, or start your own process.
How apps stay safe
An app runs on your host, not ours, and gets only what it needs.
- A short-lived token
- Each open gives the page a context token that lasts five minutes.
- Public ids only
- The context carries Hivenza’s public ids, never internal ones.
- Your own host
- Apps are loaded from your address over https; Hivenza’s own hosts are refused.
- A sealed secret
- The app’s secret is stored encrypted and never shown again.
- Shopify, WooCommerce or your system
- The customer panel for orders and actions such as refunds works beside apps.
- Reply from Slack
- On Agency, a ticket can be answered from a Slack thread, and notes can be added from Microsoft Teams.
On Pro and above
Ticket apps use the customer panel, which is part of Pro and above. Replying from Slack and adding notes from Teams are on Agency.
Questions
What can an app show?
Anything a web page can show, with the ticket’s context passed to it.
Can an app read my data?
Only what the context token carries, for five minutes.
Is there a store of ready-made apps?
No. You add your own apps in Inbox settings, under Apps in tickets.
Goes well with
- Workflows
- Campaigns
- AI knowledge
- AI procedures
- AI quality
- Routing and supervision
- WhatsApp calls
- CRM sync
- Known issues and case status
- Reporting and API
- Content library
- Website analytics
- Reviews
- Employee advocacy
- Paid ads
- Listening
- Analytics and reports
- Plan and publish
- Links and link in bio
- Ticket processes
- Customer portal
- AI memory
- Configuration sandbox
- Staffing forecasts
- The shared inbox
- Webhooks: Zapier, Make, n8n
Put your own tools beside the conversation
