LiveChat

LiveChat + Onro

Live chat has a clock on it. The customer is on the other end right now, watching the typing indicator, and “let me check with dispatch” is a long time to wait for “where’s my order.” The LiveChat + Onro integration puts the answer in front of the agent before they even ask: open a chat, and the customer’s most recent Onro orders are already sitting in the Onro Orders panel next to the chat details.

Onro handles the operational side of delivery: order creation, dispatch, routing, tracking, proof of delivery. This integration doesn’t change any of that. It gives LiveChat a window into it, so support can answer status questions from the data ops is already working from instead of pinging someone and waiting.

Each order in the panel shows its code, status, type, service, and when it was created and last updated. From there, Track opens the customer-facing tracking page, Label opens the shipment label when one exists, and Copy details grabs a formatted summary of the whole order for a reply or an internal note. If the order the customer is asking about isn’t in the recent list, search by order code and it’s there in a second. And if you need the full picture, Open full app switches to a larger view where you can page through the customer’s entire order history.

The access is read-only, on purpose. Agents can look up and share delivery information, but they can’t change a status, an address, a driver assignment, a delivery time, or anything to do with pricing or payment. Search also works only by order code, never by recipient name, phone, address, email, or driver, so the panel only surfaces what support needs to close the conversation.

Setup takes a few minutes. Create a LiveChat API key in the Onro Admin Center, install the Onro Orders app from the LiveChat Marketplace, and paste the key into the app’s settings. That’s it. The connection is made once per LiveChat workspace, and every agent in it can use the panel right away without entering anything themselves. Each key maps to one Onro business, so if you support several businesses, you create a key for each.

The result is a support team that answers “where’s my order” while the customer is still typing their next message, and a dispatch team that stops fielding the same question five times a day.

Key Benefits

• See the customer’s most recent Onro orders the moment a chat opens.
• Search any delivery by its order code without leaving LiveChat.
• Check status, type, service, and created and updated dates at a glance.
• Open the customer tracking page in one click.
• Pull up the shipment label when Onro has generated one.
• Copy a full order summary into a reply or an internal note.
• Page through a customer’s complete order history in the full app view.
• One workspace-level connection covers every agent, and it’s read-only so ops keeps control of the order.

Best Fit For

• Courier and last-mile delivery companies.
• Logistics and dispatch operations teams.
• E-commerce fulfillment providers.
• On-demand delivery services.
• Businesses handling high volumes of shipments.
• Support teams working closely with courier operations.