Check that the integration is available
Start in Configuration → Integrations in Hively and look for Kustomer. If it is unavailable, contact Hively support before trying another integration’s snippet.
This guide retains the existing Kustomer setup, but a current Kustomer sending workflow has not been verified end to end. Use the snippet generated for your account; do not invent or substitute fields based on another product’s example.
1. Map Kustomer staff IDs
Enter each agent’s Kustomer user ID beside the correct Hively person, then select Update and reopen the integration.
Your Kustomer administrator should obtain IDs from staff user records. In the earlier interface, the ID appeared at the end of a user’s edit URL in Users Management. Confirm that you have a staff ID, not a customer, team or conversation ID.
Select Get Kustomer snippet → Show HTML and copy the full code. Keep the generated fields and links intact. If there is no usable snippet, contact Hively support with the template type and what you see.
2. Add it to an email template
Choose the Kustomer email template your team actually sends, retaining a copy of the original before editing.
Kustomer documents custom email templates. Use a compatible HTML/code editing surface to place the snippet beneath the message content. A visual editor and a code editor accept different kinds of pasted content; do not paste visible HTML into the visual layout.
Review where that template is selected, including team email aliases. Keep existing required message fields and branding. Do not assume every template or automated message has the same staff context.
3. Verify before applying it widely
Send internal test messages from two mapped agents through the actual template and check the received links.
Each staff field must resolve to the intended mapped identifier. An unresolved or missing field is a reason to stop rollout and check compatibility, not to replace it with one agent’s fixed ID in a shared template. Use the integration checklist before submitting any test feedback.