Before you start
You need a Hively account with your team members added, account-administrator access in Hively, and permission to edit the email templates your team uses in Salesforce.
Hively’s Salesforce integration adds rating links to your emails. The links identify a team member through their Salesforce User ID, so each sender needs the correct identifier in Hively. This setup does not install a Salesforce package or sync Hively reports into Salesforce.
Check the template type first. The standard Salesforce snippet uses
{!User.Id}, a Salesforce Merge Language (SML) field. Newer Lightning templates use Handlebars Merge Language (HML). These formats are different; do not assume the snippet will work unchanged in a Lightning template. See Salesforce’s merge-field guidance.
1. Match your Salesforce users
In Hively, open Configuration → Integrations → Salesforce. Enter each team member’s Salesforce User ID in the field beside their name, then select Update.
Your Salesforce administrator can find a user’s record under Setup → Users. Use the user’s record ID, not their email address, a contact ID or your Salesforce organisation ID. Check that it matches the value Salesforce inserts into the rating link; do not assume different-length ID representations are interchangeable.
After saving, reopen Salesforce from the Hively integrations list to check your entries. Each identifier should belong to the person beside it. A shared or incorrect identifier can attribute feedback to the wrong team member.
2. Copy the Salesforce snippet
Select Get Salesforce snippet. This uses your account’s default snippet style and inserts the Salesforce placeholders needed for the integration.
For an HTML source editor, select Show HTML and copy the complete code. For a compatible visual template editor, copy the rendered snippet instead. Keep the links intact when you paste. Use this integration snippet rather than a personal snippet that always points to one Hively user.
3. Add it to the appropriate template
Ask the person who manages your Salesforce templates to add the snippet to the template your team actually uses for customer messages.
For a Classic HTML template with a letterhead, add the rendered snippet in the editable body and retain your existing branding. You do not need to strip the letterhead’s colours or rebuild an existing template just to add Hively.
For a Classic custom HTML template, paste the snippet’s HTML into the message body source. Salesforce documents the setup under Create Custom HTML Email Templates. Check its editing limitations before choosing this type for messages staff need to change individually.
For a Lightning/HML template, contact Hively support with the template type and sending workflow before rollout. Hively’s standard SML snippet is not a verified drop-in HML integration. Using a Classic template from the Lightning interface is also different from creating an HML template; see Salesforce’s Classic-template considerations.
4. Check a received message
Send a message to an internal test recipient using the actual template and sending workflow. Check messages from two mapped team members if possible.
Inspect the rating-link addresses without opening them. The {!User.Id} placeholder should have become the intended team member’s ID, matching their Hively entry. Keep the rest of the generated link unchanged. Check the text link as well as every rating face.
Clicking a rating face can create a real rating and trigger notifications. Checking the appearance and merged link is different from submitting feedback. If you need a complete feedback test, coordinate a clearly identified test with your Hively account administrator.
If feedback is missing or reaches the wrong person
Start with the link in the received email and compare its resolved user identifier with the Salesforce integration entries in Hively.
- A literal
{!User.Id}or an empty identifier means the expected field did not resolve in that template or sending context. - The same user in every link may indicate a personal snippet or a fixed ID was copied into a shared template.
- An unrecognised ID needs a matching entry for the intended team member in this Hively account.
- If the sender, template or automation changed, repeat the received-message check before extending it to the team.
For help, email support@teamhively.com with the template type, how the message was sent, and a description of what did not resolve. Do not include passwords or customer correspondence. Once feedback is arriving, see running and exporting reports.