By default, the widgets will show your CSAT score. However if you click Enable sharing tools at the top of the Sharing Tools page, you can include selected feedback to display in the widget. With sharing tools enabled, raters will be asked for their permission for you to share their feedback when they leave a rating.

You can select feedback specific feedback to share from the My Ratings or (for Admins) All Ratings page. From the More dropdown list next the the feedback that you want to share, select Feature Rating. Select whether you want to share the feedback in the Account widget or the User widget and submit.

Adding a widget to your site

To add a widget, go to Sharing Tools under Configuration in the main menu in Hively. From there, click the Get Widget button under the style of widget that you would like to use and copy the widget. Paste the code anywhere in your site that you would like the widget to display.

We’ve provided some default styling for you, but have added IDs to every element in the HTML so that you can change the styling to fit your needs. You can inspect the code for your widget using the developer tools in your browser or mail us for a list of the available IDs for styling. Be sure to add ‘!important’ to any elements you style to override the widget’s own styles.

When creating a Rating Request, you can select which template you would like to use from the Template dropdown list.

Adding a Template

In addition to the templates we’ve provided, Admins of Hively Premium accounts can create their own Templates as follows:

• Select Rating Request Settings from the main menu.
• Click the Add Rating Request Template button.
• Fill in the form fields and click Submit.

To see what your template will look like, click the Preview button at the bottom of the form at any point in the creation process.

Editing a Template

Admins of Hively Premium accounts can edit their Templates as follows:

• Select Rating Request Settings from the main menu.
• Click the Edit link next to the Template that you would like to edit.
• Fill in the form fields and click Submit.

To remove a template, click the Remove link instead. The predefined templates can’t be edited or removed.

Setting a Template as the default

Admins of Hively Premium accounts can select a default Templates as follows:

• Select Rating Request Settings from the main menu.
• Click the Set Default link next to the Template that you would like to be the default.

The default template will be selected automatically for you when creating new Rating Requests.

Here’s how it’s done:

1. First, you’ll need to get the HTML version of your personal email signature snippet from Hively. Log in to your account and go to “Snippets” from the main menu under the heading Configuration. Choose which snippet style you would like and click “Get Snippet”. A pop-up box will appear with your snippet in it. Click the blue “Show HTML” button and you’ll now be able to see your snippet in HTML. Copy the HTML version of your snippet.

2. Now, you need to make sure that Thunderbird is set to enable the sending of HTML in email messages. Within Mozilla Thunderbird, go to your “Account Settings” then “Composition & Addressing” and make sure that the box for “Compose messages in HTML format” is checked.

3. Now to insert your snippet into the email signature go to “Account Settings” then in the left panel select the account for which you want to create the signature. In the “Signature text” panel make sure the “Use HTML” box is checked. Then just paste your snippet into the panel and click “OK”.

4. Success! Next time you send an email you are ready to receive customer feedback!

How do I make a referral?

Just send your referral link over to the person that you want to refer. You’ll find it under ‘Your referral link’ on the My Settings page within Hively.

How do referral payments work?

Referrals are payed out monthly via Paypal. Just add your Paypal email address on the Settings page under ‘Paypal email for referral payouts’.

A few things you’ll need:

• An account created in Hively with your team members added
• A Kustomer account

Step One

Log into Hively and select Integrations under Configuration in the main menu. Select Kustomer from the integrations list. Next, for each Team Member listed enter the Kustomer user id.

User ids can be found in Kustomer be selecting Settings (the cog icon), then ‘Users Management’. Click the Edit icon for a user and you’ll see their id in the page’s URL. E.g. if the URL ends in …/edit/abcde12345, then that user’s id is abcde12345.

Step Two

Next click Get Kustomer Snippet and switch to the HTML view by clicking Show HTML. Select and copy your snippet’s HTML.
 

Step Three

Go back into Kustomer and edit the email templates you want to have the snippet appear on. If you haven’t set any templates up yet, this article walks you through the process. Select the template you want to edit in Settings > Templates and click the Edit icon. Here, you’ll see the layout for your template. Paste your snippet into the layout and click Save. The screenshot below shows where to add the snippet if your layout is like the default template and you’ll notice that we added an extra line break (‘<br>’) directly above the snippet just to add a little space between the message in the email and the snippet.
 

• The core fields (‘Please comment’, ‘Your name’ and ‘Your email’) can be set as required or optional.
• Core fields can be removed from the rating page.
• The labels of core fields can be changed.
• Fields can be added to the rating page.
• Sets of custom fields can be added for languages other than English.

Setting core fields as required or optional

If you want to stick to the core fields, but want to make one or more field mandatory for Happy, Satisfied or Unhappy ratings, do the following.

• Select Fields from the main menu under the heading Configuration.
• Click the Edit link next to Standard Fields in the list of field sets.
• For each rating type (Happy, Satisfied and Unahppy) select which fields you would like to be mandatory in order for a rater to leave a rating.
• Click submit.

Adding, removing and modifying the fields on the rating page

In order to make more substantial changes to the fields on the rating page than changing their required status you will need to create a new Field Set and set it as the default, as follows:

• Select Fields from the main menu under the Configuration heading.
• Click the Add Field Set button.
• Set a name for the Field Set such as ‘Custom Fields’ and a language and click Submit. This will create a new Field Set for you containing copies of the three fields in the standard field set.
• Add, remove or modify the fields in the Field Set as needed from this page.
• Click Submit.
• Now, you should see your Field Set in the list. If you want this set to be used by default, click Set As Default next to the Field Set’s name in the list. The View Rating Page button can now be used to see your fields on the rating page.

Including a dropdown list or text box on the rating page

Fields on the rating page can display as either a text field (the default), text box or dropdown list. When adding or editing a field within a Field Set, select the Field Type that you require. If you select ‘dropdown list’, a subsequent field will be shown where you can enter the values that are to be included in the list.
The list’s values should be entered using the pipe character as a separator. E.g. ‘Apples | Oranges | Bananas’. To enter a pipe character on a standard keyboard, hold down [shift] and click the slash (‘\’) key which should be above the [enter] key.

Acknowledgements

Sincere thanks to the below people for letting us know about issues on our site:

• Vikas Srivastava, India
• Rahul Jagadeesh M
• Mohamed Saqib
• Pethuraj M
• Zishan Ahamed Thandar
• Sajid Ali
• Andre Krooss
• Boutine Adel

• We’ve located our app server and backup repository in London and Frankfurt respectively.
• We’ve appointed a Data Protection Officer and implemented a formal Data Breach Procedure.
• Our Terms & Conditions and Privacy Policy have been updated to cover:
• Our intention for using personal data.
• Our lawful basis for processing the data.
• Data retention periods.
• Personal rights:
• The right to be informed;
• The right of access;
• The right to rectification;
• The right to erasure;
• The right to restrict processing;
• The right to data portability;
• The right to object; and
• The right not to be subject to automated decision-making including profiling.

A few things you’ll need:

• An account created in Hively with your team members added
• A Happyfox account

Step One

Log into Hively and select Integrations from the main menu under Configuration. Select Happyfox from the integrations list. Next, for each user listed enter their Happyfox User ID. You can find each user’s User ID on the My Settings page in Happyfox.
 

Step Two

Next click Update then click the Get Snippet link and copy your Hively snippet.

Step Three

You can add your Hively snippet to Happyfox in one of two ways. If you want your Hively snippet to be included with each reply, you can make it a part of Contact Notifications under
Manage -> Notifications -> Contact Notifications -> Reply Template.

Alternatively, you can add the Hively snippet to a Smart Rule that sends a mail requesting feedback whenever a ticket is resolved. Add the Smart Rule via Manage -> Smart Rules -> New Smart Rule and paste the Hively snippet into the body of the mail.

A few things you’ll need:

• An account created in Hively with your team members added
• A CodeTwo Exchange Rules Family account

Step One

Log into Hively and select Integrations from the main menu under Configuration. Select CodeTwo from the integrations list. Next, for each user listed enter their email address as their CodeTwo identifier. In almost all cases this will be the same email address that the user was registered with in Hively.
 

Step Two

Next click on the Get Snippet link and copy the HTML view of the Hively snippet. To copy the HTML view, you’ll need to click the ‘Show HTML’ button prior to copying.
 

Step Three

Run the CodeTwo Manage Signatures App and add your Hively snippet to the appropriate signature rule. CodeTwo cover this step in detail in the ‘Adding the survey in CodeTwo Exchange Rules’ section of this article. It’s a great resource and we recommend you refer to it for the details on the CodeTwo side of the integration.

Find out more about CodeTwo Exchange Rules Family here.

Important note

In some cases, the smileys in your signature need to be updated after pasting into CodeTwo. To check if yours are affected, please follow the below steps:

1. Enter the signature editor in CodeTwo, right-click the rating button and choose Edit hyperlink:

2. Replace %7BE-mail%7D with {E-mail} and %7BRecipient%20address%7D with {Recipient address}:

Repeat these steps for each smiley and the link under the smileys.