Our LiveChat app:
Shows a customer's most recent Onro orders automatically when a chat opens
Lets agents search for any delivery by its order code
Shows the current order status, type, service, and dates at a glance
Opens the customer-facing tracking page
Opens the shipment label when one exists
Copies a full order summary for replies, internal notes, or escalations
Pages through a customer's complete order history in the full app view
In this article, we go through every step to configure the app.
What we see here:
Before you begin
Creating a LiveChat API key in Onro
Installing the Onro Orders app in LiveChat
Connecting Onro inside LiveChat
Looking up orders from a chat
Common support scenarios
Disconnecting the integration
Troubleshooting
Frequently asked questions
Connection Setup
Before you begin
Make sure you have:
An active LiveChat account with the Onro Orders app installed
Administrator access to the Onro Admin Center
An Onro API key created for LiveChat (see the next section)
This integration is read-only. Agents can view and share delivery information, but they cannot change order status, addresses, driver assignments, delivery times, pricing, or payment details.
Step 1: Create a LiveChat API key in Onro
In the Onro Admin Center, go to:
Settings → Integration → Support
Then:
Select LiveChat.
Click New.
Fill in Title (a recognizable name, for example, LiveChat Customer Support) and Business (the business account whose orders should be visible in LiveChat).
Click Submit. Onro generates an API key. Copy it; you need it when connecting the app.
Keep the API key private and treat it like a password. The integration only exposes orders for the business you select here. If you support multiple businesses, create a separate API key for each one.
Step 2: Installing the Onro Orders app in LiveChat
Install the Onro Orders app from the LiveChat Marketplace.
Open any chat in the LiveChat Agent App. The Onro Orders panel appears on the right side, next to Details.
Step 3: Connecting Onro inside LiveChat
Open the app's Settings panel (the gear icon in the top right of any chat, next to the app icons).
Paste the API key from Onro into the Onro API key field.
Click Connect.
Onro validates the key and detects the business account, project, and environment tied to it. Once connected, Settings shows Connected to Onro along with the customer ID.
The connection is made once per LiveChat workspace. Every agent in the workspace can use the app immediately; nobody else needs to enter the API key. There is no separate LiveChat OAuth screen in this step. Pasting the key is the only thing that links the app to your Onro account.
Looking Up Delivery Orders in LiveChat
As soon as an agent opens a chat, the Onro Orders panel matches the customer and shows their most recent orders. If nothing matches, the panel says No Onro orders found.
Each result shows the order code, status, type, service, and creation and last-updated dates.
Under each order, you have the following links:
Track: opens the customer-facing tracking page.
Label: opens the shipment label. Shown only when a label exists.
Details: expands the order to show everything at once (in the full app view).
Copy details: copies a formatted summary with the code, status, type, service, dates, tracking URL, and label URL, ready to paste into a reply or an internal note.
Open full app: switches to the full Onro Orders view, with search and pagination through the customer's complete order history.
To find an order that is not in the recent list, enter its order code in the search field (in the panel or the full app view) and press Search. Results are limited to the business account tied to your connected API key.
For privacy, search works only by order code, not by recipient name, phone, address, email, or driver name.
Common supported scenarios
"Where is my order?"
The panel already shows it when the chat opens. Check the status and last update, then copy and send the tracking link."Has the driver arrived?"
Check whether the order is Assigned, Picked Up, or Out for Delivery."My parcel wasn't delivered."
Look for a Not Delivered, Failed, Cancelled, or Returned status before escalating.Escalating internally
Click Copy details and paste the summary into an internal note so dispatch has accurate information without searching again.
Disconnecting the integration
Open the app's Settings panel.
Click Disconnect and confirm when prompted.
Disconnecting affects every agent in the workspace, not just you.
It removes the saved connection only; it does not delete orders, the API key in Onro, or uninstall the app. You can reconnect at any time with a valid key.
Signing out of the widget (the Sign out button next to your name) only signs you out personally. It does not touch the workspace's Onro connection.
Troubleshooting
The API key says invalid or expired
Check that you copied the full key with no extra spaces, that it is still active in Onro, that it was created for LiveChat, and that the correct business is selected.
The panel says not connected
No one has connected an API key for this workspace yet, or it was disconnected. Paste a valid key in Settings, or in the panel's own Connect form.
No Onro orders found for an order that exists
Double-check the exact order code. The integration does not search by recipient name, phone, address, email, or driver.
The Track button is missing
Track is shown only when the order has a tracking URL. It may be unavailable if the order is still in Draft or was cancelled early.
The Label button is missing
Label is shown only when Onro has generated a label for that order. Not every order needs one.
Still facing an issue? Contact [email protected] and include the order code, your LiveChat workspace name, and the approximate time you tried the lookup.
Frequently asked questions
Can multiple agents use the integration?
Yes. Once one agent connects Onro from Settings, everyone in that LiveChat workspace can use the app immediately.
Can we connect more than one Onro business?
Each API key maps to a single Onro business account. To support another business, create another LiveChat API key in Onro for that business and connect it in a separate LiveChat workspace.
What happens if the API key changes?
The existing connection stops working. Disconnect and reconnect using the new key.
Does disconnecting delete my orders?
No. Disconnecting only removes the saved link between LiveChat and Onro. Your orders, the API key, and your Onro account are untouched.