This guide walks you through connecting your Onro account to Front, so your support team can look up delivery information without leaving the customer conversation.
Once connected, agents can search for an order by its order code and instantly see its status, tracking link, and shipment label- right in the Front sidebar.
What you'll be able to do
Search for a delivery using its order code
See the current order status at a glance (color-coded by stage)
Open the customer-facing tracking page
Copy the tracking link straight into a reply
Open the shipment label when one exists
Copy a full order summary for internal escalations
This is especially useful for answering the questions your team hears most often:
"Where is my order?"
"Has the driver arrived?"
"Has my parcel been delivered?"
"Can you send me the tracking link?"
"Can you send me the shipment label?"
Before you start
Make sure you have:
An active Front account with administrator access
Administrator access to the Onro Admin Center
The Onro app enabled for your Front workspace
An Onro integration user created for Front (see Step 2 below)
How to set up the integration
Step 1: Enable the Onro app in Front
In Front, go to Settings → Company → App store App Store.
Search for Onro and open the app listing.
Click Enable.
Open any conversation in your Front Inbox. The Onro plugin will now appear in the sidebar. If you don't see it right away, click the apps icon or Open plugin.
You can leave the plugin pinned in the sidebar so it's available to agents during every conversation.
Step 2: Create a Front integration user in Onro
In the Onro Admin Center, go to Settings → Integrations → Support.
Select Front.
Click New to create an integration user.
Fill in:
Title: A recognizable name, e.g., Front Customer Support
Business: The business account whose orders should be visible in Front
Click Submit.
Onro will generate an API key. Copy it. You'll need it in Step 3.
The integration only exposes orders for the business you select here. If you support multiple businesses, you'll need a separate integration user (and API key) for each one. See Connecting more than one Onro customer.
Keep the API Key secure and treat it like a password.
Step 3: Connect Onro inside Front
Open any customer conversation in the Front Inbox.
Open the Onro plugin in the sidebar.
Under Connect your Onro account, paste the API key from Step 2.
Click Connect Onro.
Onro validates the key and automatically detects the integration user, business account, project, and environment tied to it. Once connected, you'll see a confirmation and the order search bar.
The connection is made once per Front installation. Other teammates in the same workspace can use the plugin immediately, without entering the API key themselves.
Note: No Front OAuth login is needed for this version. Access is authorized entirely through the Onro API key.
How the integration works
Search for an order
Enter the order code in the search field and click Search. Results are limited to the business account tied to your connected API key.
For privacy, search only works by order code and not by recipient name, phone, address, email, or driver name.
Review the order
Once found, Front shows a summary card with the order code, current status, order type, delivery service, vehicle type, and creation/last-update timestamps. Click View details to expand.
Statuses are color-coded so agents can read the stage at a glance. For example, delivered orders show green, cancelled or failed orders show red, and draft/pending orders show gray.
Track, copy, and share
Action | What it does |
Track order | Opens the customer-facing tracking page from the sidebar |
Copy tracking link | Copies the tracking URL so you can paste it into a reply |
Shipment label | Opens the label in a new tab (only shown if a label exists) |
Copy details | Copies a full formatted order summary — order code, status, type, service, vehicle, timestamps, tracking URL, and label URL — for replies, internal notes, or escalations |
Common scenarios
"Where is my order?" Search the order code, check the status and last update, then copy and send the tracking link.
"The driver hasn't arrived." Check whether the order is Assigned, Started, Driver Arrived, Picked Up, or Out for Delivery to see exactly where it stands.
"My parcel wasn't delivered." Check for a Not Delivered, Failed, Cancelled, For Return, or Returned status before escalating to operations.
Escalating internally. Click Copy details and paste the summary into an internal comment or ticket, so dispatch or warehouse teams get accurate order info without re-searching.
Good to know
This integration is read-only. Agents can view and share information, but can't change order status, address, driver assignment, delivery time, pricing, or payment info.
The connection is shared at the Front installation level. One admin connects the API key; every teammate on that installation can use it. Different Front installations keep separate connections.
Disconnecting (via Disconnect in the plugin) removes the saved connection only; it doesn't delete orders, the Onro integration user, or your Front installation. You can reconnect at any time with a valid key
Troubleshooting
The API key says invalid or expired. Check that you copied the full key with no extra spaces, that the integration user still exists in Onro, that its type is set to Front, that the correct business is selected, and that the key matches the right environment (a production key won't work in a test/onboarding environment, and vice versa).
Front shows "No orders found" for an order I know exists. Double-check the exact order code from the Onro Admin Panel or the customer's order notification; the integration doesn't search by recipient name, phone, address, email, driver, or tracking URL.
The Track Order button is missing. This appears only when the order has a tracking URL. It may be unavailable if the order is still in Draft, was cancelled early, hasn't generated tracking yet, or has tracking disabled for that customer.
The Shipment Label button is missing. Shown only when Onro has generated a label URL for that order. Not all orders require one.
Can multiple agents use the integration? Yes, once one admin connects Onro, everyone on that Front installation can use the plugin.
Can we connect more than one Onro customer? Each API key maps to a single Onro business account. To support another business, create another Front integration user in Onro for that business, and connect it depending on your Front setup; this may need a separate Front installation or connection.
What happens if the API key changes? The existing connection stops working. Disconnect and reconnect using the new key.
Do we need Front OAuth? Not currently. The integration doesn't use the Front Core API, and Front webhooks access is authorized entirely via the Onro API key. OAuth may be introduced later if the integration expands to read or write Front data directly.