Integrating with Intercom reduces the load on your support team. It brings delivery tracking straight into the Intercom Inbox sidebar, allowing support agents to search orders, view live status, order details, and share tracking links without ever leaving the conversation page. This guide will show you how to connect to Intercom in just a few minutes.
Setup requirement
Create an Intercom account and subscribe to a plan
Make sure you have admin access to set up the integration
Integration setup
Step 1: Install the Onro App
The first step is to install the Onro app from the Intercom App Store.
To do this, navigate to app.intercom.com and follow the path below:
Settings → Integrations → App Store
In the Intercom app store page, search for “Onro”, open the app listing, and click Install.
Then, you can choose where the app should appear by adding it to the Inbox conversation details location. This is the right-hand panel where your team can view customer context.
Optionally, you can pin it to the top for easier access. Open any conversation, find Onro in the Apps panel, and click the pin icon. This will make it visible in every conversation without needing to scroll.
Step 2: Create an integration user
Now, go to your Onro panel Admin Center, and follow the path below :
Admin Center -> Settings -> Integrations -> Support
On this page, you can view all available support integrations. Click on Intercom to continue.
Click the New button to create a new integration user, then enter the required information:
In the Title field, enter a meaningful name for the integration.
Then, under Business, select the customer business account you want to connect with the integration, and click Submit.
Important: This integration is limited to the selected business account. It will only pull and show data for this specific customer’s orders and won’t work with any other customers. So, select the customer account you want to offer support for in Intercom.
You can create multiple Intercom integration users to support different customers.
Once you create the integration user, an API key will be generated. You can copy it by clicking on it or by clicking on Actions → Edit.
Keep your API key safe. The API key gives read access to your order data. Treat it like a password. Don't paste it into shared docs, Slack channels, or screenshots.
Step 3: Connect the account
Now, it's time to complete the integration by connecting your account.
Connection is a one-time step per Intercom workspace. After it's done, every teammate in the workspace uses the same connection.
Open any conversation in Intercom:
The app needs a conversation context to load.Find the Onro app in the sidebar:
Open the Apps panel on the right side and click on Onro.Paste your API key:
You'll see the "Connect your Onro account" screen. Paste the API key from the previous step into the input field.Click Connect Onro:
If the key is valid, you'll see a Connected confirmation and the search screen.
If the key is rejected, the app will show a "Reconnect to Onro" screen with the same instructions.
What You’ll Get After Integration
After connecting Intercom to Onro, you can do the following :
Search Orders
You can search for customer orders without leaving the conversation page. Simply enter the Order Code to find the order.
View Order Details
When an order is found, you can click the View Details button to open the result on the same screen. This panel gives your agents everything they need to know to answer a common “Where is my order?” question at a first glance.
What information is shown?
Order code
Current order status
Order type
Delivery method name
Service name
Vehicle type name
Date and time of creation
Date and time of last update
Track Order button (direct link to the tracking page)
FAQ & troubleshooting
Q: I pasted my API key, but I get an "invalid or expired" error.
There are three things to check:
(1) Make sure you copied the entire key with no trailing whitespace.
(2) Confirm the integration user still exists in Onro Admin → Integration → Support.
(3) Confirm you're connecting to the right Onro environment( production keys won't work on a staging instance and vice versa).
Q: Search returns "No deliveries found", but I know the order exists.
The search only works with the order code. It won’t return results if you search by things like customer phone number, address, or driver name. Please use the order code shown in your Onro dashboard or in the customer’s order confirmation email.
Q: The Track order button doesn't appear on some orders.
Tracking URLs are only generated for orders that have moved past the Draft status. If an order is still in Draft or was cancelled before a tracking URL was issued, the Track button won't be shown.
Q: Can I support more than one customer?
Yes, you can support more than one customer. To do this, you need to create a separate integration user by navigating to Onro Admin Center→ Integration → Support → Intercom→ New button for each customer account you want to support. Each integration generates its own API key, which you then use to connect it to the Intercom chatbox.
Q: Can multiple Intercom agents use the integration at the same time?
Yes. The connection is workspace-scoped, not per-teammate. Once one agent connects, every teammate in that Intercom workspace can search and view orders.
Q: What happens when my API key is rotated in Onro?
The Intercom app will start showing the "Reconnect to Onro" screen on the next search. Generate a new key in Onro Admin, paste it into the app, and you're back in business.
Q: Does the app work on the Intercom mobile app?
Yes. The app renders in both web and mobile Intercom Inboxes.
The card layout is completely responsive and works on smaller screens as well.
Need more help? Feel free to reach out to us at [email protected]