Migrate from Hiver to Support Oasis

The playbook

1. 1

   Day 1 to 3: Provision and connect inbox

   Set up the Support Oasis tenant. Connect the email inboxes you currently route through Hiver. Email continues to flow through whatever inbox you connect.

2. 2

   Day 4 to 7: Map labels to statuses and queues

   Translate each Hiver shared label into a Support Oasis queue or status. The mapping is usually cleaner than expected because labels have been doing double duty in Hiver.

3. 3

   Day 8 to 14: Turn on AI Copilot, then AI Agent

   AI Copilot drafts replies and summarizes threads inside Support Oasis. Turn on AI Agent for one high-volume category once Copilot tone is right.

4. 4

   Day 15 to 21: Parallel run

   New tickets route through Support Oasis. Hiver continues to handle existing threads. Two weeks of parallel operation.

5. 5

   Day 22 to 28: Historical import

   Import historical conversations. Verify search and analytics line up.

6. 6

   Day 29 to 30: Cut over

   Switch email forwarding fully. Disable Hiver seats. Most teams find their Gmail experience cleaner without Hiver running on top.

Common pitfalls

• Trying to keep Gmail as the agent UI

  Support Oasis is a dedicated app, not a Gmail extension. The transition from working inside Gmail to a dedicated workspace is the biggest behavior change. Plan for one week of muscle-memory adjustment.

• Letting label sprawl carry over

  Hiver setups often have 20+ shared labels accreted over time. Use the migration as a chance to consolidate into 5 to 10 meaningful queues plus statuses.

• Underestimating analytics

  Reporting is one of the biggest gains on switch. Set aside time to build the dashboards your team has been wanting.