Before you start
Add the people who will receive feedback to Hively and have an administrator available in both systems.
The integration adds Hively links to outgoing messages. You do not need to paste a different personal snippet for each person into the shared app configuration.
1. Match Help Scout users
In Hively, open Configuration → Integrations → Help Scout and enter each person’s Help Scout User ID beside their Hively name.
In Help Scout, go to Settings → Users and open a user’s profile. The final number in the profile address is their ID: for example, a profile ending in /users/profile/12345 has ID 12345. Use the staff profile, not a customer’s profile or an inbox ID.
Select Update in Hively, then reopen Help Scout from the integrations list. Select Get Helpscout snippet → Show HTML and copy the full code. The standard snippet uses {%user.id%} for the person and {%conversation.id%} for the conversation. Keep these fields intact in the template.
2. Configure the Hively app
In Help Scout, open Settings → Apps → Hively, install the app if needed, and switch its Rating Text editor to HTML using the code button.
Paste the snippet into Rating Text. Choose when the rating appears and which inboxes should include it, then save. Switch back to the visual editor to check the appearance. Start with an inbox you can test before expanding the selection. Help Scout maintains illustrated Hively setup instructions.
3. Check outgoing replies
Send internal test replies from two mapped Help Scout users and inspect the received rating links before opening them.
Each link should identify the appropriate user and conversation. Follow the received-message checklist, including every face and the text link. Clicking a rating face can create real feedback.
If links are missing, check the app’s inbox and display settings. If feedback would reach the wrong person, compare the resolved user ID with the Hively mapping. Recheck that mapping when staff are added or replaced.