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Branding and end-customer notification emails

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Set up your Branding configuration

Set up your branding directly in the Hive App (Home page > Settings > Branding settings), here. The branding that you set up is applied to the enabled notification emails and to the Customer Portal.
 

 

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Set up Hive Communication

Hive can deliver branded emails to your customers about the status of home deliveries, parcel point deliveries, and address validation requests. Set them with the ‘Email’ toggles in the Hive App > Communication page, here.

Branding and email settings are sorted by connected shop. When editing your Hive Communication settings, select your sales channel, using the shop selection dropdown menu. 

 

Preview emails and send a test emails by clicking on ‘Preview emails’. 

 

Monitor the emails sent by Hive on the "Event log" page. You can filter events by event type (e.g., Shipment in transit), customer email, and sales channel.

 

Monitor the open and click rate directly within the page, for each event, and for each connected shop.

 

 

💡 If you want Hive to use the notification emails from Shopify or WooCommerce instead of Hive emails, ask your Account Manager.

 

Set up Hive Communication

Hive automatically determines the best language for each email based on the browser locale collected during checkout.

The browser locale is a setting that indicates the preferred language, region, and formatting conventions (such as date and number formats) to websites and applications. It is represented by a language tag (for example, en-US for English – United States). Hive uses this information to adapt email content and the Hive Customer Portal to your customer’s location and preferences.

 

Exceptions

In most cases, the browser locale matches the language of your customer’s device. Hive then applies this language to emails and the Customer Portal.

Some browsers, particularly privacy-focused ones such as Brave or Firefox, may not transmit locale settings during checkout. In these cases, Hive defaults to English.

If you would like Hive to default to the shipment’s destination country language instead, please contact our Customer Support team.

 

 

Setting up the Customer Portal

Please set up your Customer Portal here in the Hive App. There, you can also activate the Live Tracking, Address Management and Returns modules.

 

Setting up Klaviyo

Klaviyo enables your Brand to deliver personalized customer emails, and is an alternative to Hive emails.

Integrate Klaviyo in Hive in a few, simple steps, directly from the Hive App (Home page > Settings > Apps > Klaviyo integration). You can find your Klaviyo API key here.

If you connect Klaviyo, make sure to activate its toggles in the Hive App's Communication page (Home page > Communication). You can specify for which events Hive should send triggers to Klaviyo, and for which individual brand settings and shops. Don’t forget to turn off Hive emails when you’ve set up Klaviyo to avoid duplicate notifications.

What information does Hive forward to Klaviyo?

Hive interfaces with Klaviyo through the Klaviyo HTTP Integration module, via API. Hive provides your Klaviyo instance with webhooks, updating your shipment details, and enabling your team to deliver precise email with tracking links and other useful information. 

We provide the following information, formatted as follows:

{
  "customer_email": "email@email.com",
  "properties": {
    "order_reference": "#1000",
    "tracking_code": "DE123456789",
    "tracking_url": "https://www.dhl.de/...",
    "carrier_name": "DHL DE",
    "substatus": null, > Shipment status, fetched from the carrier tracking page.
    "language": "en",
    "customer_name": "Name Surname",
    "street": "Line1, Line2",
    "house_number": "10",
    "city": "City",
    "postal_code": 10100,
    "country_code": "DE",
    "arriving_in_multiple_shipments": false,
    "parcel_point_delivery": false,
    "parcel_point_picker_url": null,
    *"delivery_survey_url": "https://survey.hive.app/en/s/...",
    *"customer_portal_url": "https://track.hive.app/en/...",
    "order_event_items_titles": [
      "shop_product_0_name",
      "shop_product_1_name",
      "shop_product_2_name"
    ],
    "order_event_items": [
      {
        "title": "shop_product_0_name",
        "image_url": "https://cdn.shopify.com/s/files/...",
        "price_in_cents": 0,
        "currency": "EUR",
        "quantity": 1
      },
      {
        "title": "shop_product_1_name",
        "image_url": null,
        "price_in_cents": 0,
        "currency": "EUR",
        "quantity": 2
      },
      {
        "title": "shop_product_2_name",
        "image_url": "https://cdn.shopify.com/s/files/...",
        "price_in_cents": 0,
        "currency": "EUR",
        "quantity": 3
      }
    ],
    *"customer_portal_return_url": "https://track.hive.app/..."
  }
}

* If enabled in the Hive App.

For more information on how to set up Klaviyo flows, refer to the official Klaviyo Documentation.

💡 By default, we do not trigger Klaviyo events for orders placed via the manual sales channels. Please reach out to our Support Team if you wish to enable this feature.

 

Example

Here is how you can include the Hive delivery survey to a Klaviyo flow:

  1. Create a new flow based on the shipment_delivered event
  2. Add an email to this flow and style it however you like
  3. Add a button at the bottom of the page and use {{ event.delivery_survey_url }} to the button URL.
  4. Preview the email and double check that you have set it up correctly! It should now take you to the survey.

Find the video tutorial and result at the end of the page.

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