Our Crisp app:
Adds an Onro panel to the conversation sidebar in Crisp
Automatically shows a customer's most recent Onro orders, matched by the email address on the conversation
Lets an agent search for a specific order by its order code, for example ORD-48213
Shows order status, service, and timestamps, with one-click links to the tracking page and the shipment label
Expands any order to see its full details in place, with a Copy details action
Verifies every connection directly against Crisp before showing any order data
In this article, we go through every step to configure the app.
What we see here:
Before you begin
Creating an Onro Support API key
Installing the Onro app in Crisp
Connecting your Onro account
Looking up orders in a conversation
Disconnecting the integration
Troubleshooting
Before you begin
Make sure you have:
An Onro account with a Support API key (see the next section)
A Crisp inbox with at least one active website
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.
Creating an Onro Support API key
In the Onro Admin Center, go to:
Settings → Integration → Support
Then:
Select Crisp.
Click New.
Fill in Title (a recognizable name, for example Crisp Customer Support) and Business (the business account whose orders should be visible in Crisp).
Click Submit. Onro generates an API key. Copy it; you need it when connecting the app.
Keep your Support API key private. Don't paste it into screenshots, support tickets, or anything shared outside your own Onro and Crisp accounts.
Installing the Onro app in Crisp
Open the Onro listing on the Crisp Marketplace.
Select Install on Workspace and choose the website you want to connect.
Open any conversation in that website's inbox. The Onro panel appears in the right-hand sidebar.
Connecting your Onro account
The first time you open a conversation after installing, the panel shows that the website isn't connected yet.
Paste the Support API key from Onro into the Onro API key field in the Onro panel.
Select Connect.
Once connected, this applies to every conversation on that Crisp website. You only need to do this once per website, not once per conversation.
Onro verifies every connect request directly against Crisp's own session API before treating a website as legitimately linked to your account. A session can't be spoofed by guessing or reusing another website's identifier — only a real, currently active Crisp session can connect or view order data.
Looking up orders in a conversation
Once connected, the panel automatically loads the customer's most recent Onro orders, matched by the email address Crisp has on file for the conversation. Recent orders load automatically, newest first, each with its status and quick actions.
To look up a specific order instead, type its order code into the search field and select Search.
Each order shows its status, order type, service, and creation date at a glance. Track opens the live tracking page; Label opens the shipment label, when one exists.
Select Details on any order to expand its full information — order code, status, order type, service, and timestamps — without leaving the conversation. Select Copy details to copy a plain-text summary to your clipboard, handy for pasting into a reply or an internal note. Select Hide details (or Details again) to collapse the card back down.
Disconnecting the integration
If you need to disconnect a website from Onro, for example to reconnect it to a different Onro account, scroll to the bottom of the panel and select Disconnect. As a safeguard against an accidental click, you need to confirm:
Select Disconnect. The label changes to Click again to disconnect.
Select it again within a few seconds to confirm.
If you don't confirm within a few seconds, the label automatically resets to Disconnect and nothing changes. Once confirmed, the website is disconnected and ready to be reconnected if needed.
Troubleshooting
The panel says “This app only works inside a Crisp conversation.”
This usually means an ad blocker or privacy extension, like uBlock Origin or Brave Shields, is blocking Crisp's own chat script. Try disabling it for this site, or reload from a clean or incognito window. If that doesn't fix it, the app's address may have been opened directly, outside of a real Crisp conversation.
Connecting fails with an error
Double check that you copied the full Support API key from the Onro Admin Center, with no extra spaces. If the problem persists, generate a new key and try again.
No orders show up for a customer
Onro matches orders using the email address on the Crisp conversation. If the conversation doesn't have a customer email set, use the search field to look up an order by its code instead.
Still facing an issue? Contact [email protected] and include the order code, your Crisp website name, and the approximate time you tried the lookup.