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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 orders in the inbox are resolved through Shopify. Connect Shopify on the same workspace so cx can match customer orders to Hive via the Shopify merchant order id.

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Set it up

You need a Hive API key from your Hive account. Shopify must be connected on the same organization for inbox order display and for the Get orders for customer action.
1

Connect Shopify

Connect Shopify on the same workspace. See Shopify. Hive ties orders to Shopify 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 Shopify 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. Hold and release tag the linked Shopify order with cx-on-hold — they do not call a separate Hive hold API from the inbox button.
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

For Hold / release order and Update shipping address, pass the Shopify legacyResourceId from Get Shopify order — not the Hive internal id or the Shopify order name. Hold actions tag Shopify; a connected Shopify integration is required.

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Order id formats

For Get order, Cancel order, and Get shipments, cx accepts any of these formats:
  • Hive internal id (for example 4829103)
  • Shopify legacyResourceId (for example 11592011448585)
  • Shopify GID (for example gid://shopify/Order/11592011448585)
  • Shopify order name (for example DE13778080)

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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 Shopify

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 or Get Shopify order first, use Get Hive shipments for tracking questions, and explain when an order is already shipped or cancelled. For holds, use the Shopify legacy id from Get Shopify order.

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Best practices

  • Connect Shopify 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?
Yes, for inbox order display and Get orders for customer. Hive orders are matched through Shopify merchant order ids on the same organization. Why does hold in the inbox tag Shopify?
The inbox hold button tags the linked Shopify order with cx-on-hold. That is how cx pauses fulfillment for agents in the UI. AI Agent hold actions follow the same Shopify-backed path. 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 and address updates?
The numeric Shopify legacyResourceId from Get Shopify order. Do not use the Hive internal id field from a Hive response for those writes. 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 I still use Workflows?
Yes. Legacy workflows can call Hive nodes for fixed flows. For new automation, use AI Agents and the actions above.