Open Customization
Account administrators on paid plans can change the customer-facing wording and appearance under Configuration → Customization. Start with the account-wide settings; if you use team or language-specific settings, check the version your customers actually receive.
Keep the question about the service interaction. For example, “How was my service?” gives customers a clear task. Avoid wording that suggests only positive feedback is welcome.
Add your logo
Open Account → Profile, select the company-logo image, choose your file and select Upload. Team-specific logos are managed from the team’s settings; see manage teams.
Use a clear PNG, GIF or JPG with enough space around the mark. The upload dialog recommends an image larger than 180px and smaller than 2400 × 1200px. Check the result on the customer page; a logo that looks good in a large original can become unreadable when reduced.
Change questions and messages
In Customization, edit Team member question and Team member message. Keep [team member name] wherever you want Hively to insert the recipient’s name instead of typing one person’s name into account-wide wording.
Select the Happy, Satisfied or Unhappy face to edit that rating’s Rating message and Thank you message. The rating message appears while the customer is giving feedback; the thank-you message appears after submission. Save your changes, then review the relevant rating types.
A useful Unhappy message might be “Thank you for telling us. Please describe what we could improve.” Avoid promising a response time your team cannot meet. Changing these messages does not send an email to the customer.
Set colors and a background
Use the header, text, background and button color controls to match your brand while keeping text easy to read. You can upload a rating-page background and choose whether it tiles.
Keep important text out of the background image: the feedback form covers part of it and changes size on different screens. Check both a phone and a desktop before using the result with customers.
Check related settings
Rating-page wording and the wording already pasted into an email signature are separate. After changing a snippet, replace the installed signature; see snippet wording. For other changes, use rating fields, languages, smileys and Thanks buttons.