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The Hive integration connects Chatarmin CX to your Hive warehouse so agents and AI Agents can see fulfillment status, pause orders before picking, and handle WISMO and address-change tickets without leaving the inbox.

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When to use it

Use Hive in Chatarmin CX when:
  • you fulfill through Hive and customers ask where their order is, to cancel, or to fix a shipping address
  • agents need Hive order status, tracking, and hold controls beside the ticket conversation
  • you want AI Agents to look up orders by email, check shipments, and propose hold, cancel, or address updates with human approval
Hive stores the order id of the system the order came from. To find a Hive order from the number your customer quotes, cx asks the systems you have connected — Shopify, Shopware 6, Amazon, or Order Desk. A connection is not required to look up an order by its Hive id.

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Set it up

You need a Hive API key from your Hive account. Connecting the shop you sell through lets cx find Hive orders from the order number your customer quotes.
1

Connect your shop

Connect your shop on the same workspace — Shopify, Shopware 6, or Amazon. If your orders reach Hive through Order Desk, connect Order Desk instead. Hive ties orders to that system via merchant_order_id.
2

Open integrations

Go to Integrations and select Hive.
3

Connect Hive

Click Connect, enter a display Name for the account, and paste your API Key from Hive. Save the connection.
4

Enable AI Agent actions

In AI Agents, open the agents that handle order tickets and enable the Hive actions they need. Require approval on write actions until test runs look safe.
You can connect multiple Hive accounts per workspace. Use a clear display name when you have more than one store or brand.

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Use Hive in the inbox

When a ticket contact matches a customer with shop orders linked to Hive, the customer panel shows Hive orders with fulfillment status, store, and line items.
1

Open a ticket

Open the ticket for the customer who wrote about their order.
2

Review Hive orders

In the integrations panel, expand the Hive section. Each order shows the order number, status badge, store, total, and shipping address.
3

Hold or release

When the order is waiting for picking, use Put on Hold to pause fulfillment. When the order is on hold, use Release Hold to resume. Both buttons call Hive directly, so they work whichever shop you sell through. When the order has a linked Shopify order, cx also keeps the cx-on-hold tag on it in step with the Hive hold.
4

Edit the shipping address

Use Edit address while the order is not in a terminal state (not shipped, cancelled, or ignored). Changes go to Hive through the connected integration.
5

Open in Hive

Click the order number to open the order in the Hive merchant portal when a portal link is available.

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Fulfillment states agents should know

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AI Agent actions

Give order-handling AI Agents Hive actions so they can work inside the ticket. Prefer AI Agents for new automation; legacy Workflows can still call the same Hive nodes for fixed flows.

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Read actions

Hive accepts a hold only while the order is waiting for picking, and releases only an order that is on hold. A hold placed by a Hive order rule can be lifted only in the Hive portal.

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Order id formats

For Get order, Cancel order, Get shipments, Hold / release order, and Update shipping address, cx accepts any of these formats:
  • Hive internal id (for example 4829103)
  • the shop order id Hive stores as merchant_order_id — numeric (for example 11592011448585), a UUID, or gid://shopify/Order/11592011448585
  • the order number the customer sees (for example DE13778080, B2C000315, or 408-5072686-1090739)

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Deprecated hold actions

hive_hold_order and hive_release_order still exist for older workflows. Use hive_set_order_hold with hold: true or hold: false instead — one action covers both directions.
1

Connect Hive and your shop

Complete the setup above on the same workspace.
2

Enable actions on the agent

In AI Agents, enable read actions for lookup and write actions for cancel, hold, and address changes. Select which connected Hive account(s) the agent may use.
3

Set approvals

Keep Cancel Hive order, Hold / release Hive order, and Update Hive shipping address on Always require approval until you trust production runs.
4

Add instructions

Tell the agent to call Get Hive orders for customer first, use Get Hive shipments for tracking questions, and explain when an order is already shipped or cancelled. Before offering a hold, have it check that the order is still waiting for picking.

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Best practices

  • Connect the shop you sell through before Hive so inbox orders and WISMO lookups resolve correctly
  • Put write actions on approval until test tickets look safe
  • Use Hold / release order (hive_set_order_hold) instead of the deprecated hold and release actions
  • Pause orders only while the customer confirms a change — release when they are done
  • Tell agents and AI to hand off when the order is already shipped, cancelled, or ignored
  • Watch for Hive API rate limits on busy stores; retry or escalate if lookups fail repeatedly
  • For multi-store setups, use clear Hive account display names so the right integration is selected

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FAQ

Do I need Shopify if I only use Hive? No. Looking up orders works with any connected shop — Shopify, Shopware 6, or Amazon — because Hive stores that shop’s order id. An order can always be found by its Hive id with no shop at all. Hold and release call Hive directly, so they work without Shopify too. Why does hold still tag Shopify? The hold itself happens in Hive. On top of that, when the order has a linked Shopify order, cx adds cx-on-hold to it and removes the tag again on release, so store automations that already watch for that tag keep working. If no Shopify order owns it, cx simply skips the tag. When can agents put an order on hold? When fulfillment status is waiting for picking and the order is not already shipped, cancelled, or ignored. Which order id should AI Agents use for hold? Any of the formats listed above — the Hive id, the shop order id, or the order number the customer sees. Address updates accept the same formats. What if Hive returns a rate limit error? Wait and retry, or have a human complete the action in Hive. Heavy automation on one store can hit Hive API limits. Can AI Agents use Hive actions? Yes. Add the actions above to the AI Agent that owns the support job.