Our Help Scout app:
Adds an Onro panel to the conversation side panel in Help Scout
Automatically shows a customer's most recent Onro orders, matched to the mailbox and customer on the current 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
Refreshes automatically if you switch to a different conversation or customer while the panel stays open
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 app in Help Scout
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 Help Scout mailbox where the app is installed
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.
Keep your Support API key private. Don't paste it into screenshots, support tickets, or anything shared outside your own Onro and Help Scout accounts.
Creating an Onro Support API key
In the Onro Admin Center, go to:
Settings → Integration → Support
Then:
Select Help Scout.
Click New.
Fill in Title (a recognizable name, for example Help Scout Customer Support) and Business (the business account whose orders should be visible in Help Scout).
Click Submit. Onro generates an API key. Copy it; you need it when connecting the app.
Installing the app in Help Scout
The Onro app is added to your Help Scout mailbox. This is set up by your Help Scout admin together with Onro.
Open any conversation in that mailbox. The Onro panel appears in the right-hand side panel.
Connecting your Onro account
The first time you open a conversation after installing, the panel shows that the mailbox isn't connected yet.
In the Onro Admin Center, create (or copy) a Support API key.
Paste it into the Onro API key field in the panel.
Select Connect.
Help Scout's Side Panel platform doesn't give apps a way to independently verify which mailbox is loading the panel the way some other platforms do. There's no separate session token Onro's backend can check against Help Scout's own API. Instead, the mailbox ID Help Scout hands the panel is what Onro uses to look up your stored connection.
This makes keeping your Support API key private especially important. Don't paste it into screenshots, support tickets, or anywhere outside your own Onro and Help Scout accounts.
Looking up orders in a conversation
Once connected, the panel automatically loads the customer's most recent Onro orders for the current conversation, and refreshes automatically if you switch to a different conversation or customer while the panel stays open.
Use the search box to look up a specific order by its order code (for example, ORD-48213), or leave it empty to see the latest orders.
Select Details on any order to expand its full information — order code, status, order type, service, and timestamps — without leaving the conversation. Select Hide details (or Details again) to collapse the card back down. Select Copy details to copy a plain-text summary, handy for pasting into a reply or an internal note.
Disconnecting the integration
If you need to disconnect a mailbox 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.
After confirming, the mailbox is disconnected and ready to be reconnected if needed.
Troubleshooting
The panel says "This app only works inside a Help Scout mailbox."
This means the panel didn't receive a mailbox from Help Scout, usually because it was opened directly outside a real Help Scout Side Panel, or because a slow connection caused the initial handshake to time out. Reload the conversation in Help Scout; if the message persists, contact [email protected].
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 customer's Help Scout profile. If the customer doesn't have an email on file, 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, the Help Scout mailbox name, and the approximate time you tried the lookup.