This document lists some questions & answers about how the NOVA integration with Docmail works. Some issues may have more than one potential answer.
General FAQs
Q: NOVA displays an error retrieving price estimates when I try to send a letter/recall batch.
A: This most frequently occurs if you try to send a letter(s) whilst Docmail is still processing a previous batch. You can check the progress of the previous batch by clicking on Refresh Correspondence Statuses from that batch in the NOVA recall history.
A: This is less common but there may be an issue on the Docmail servers. For example, the server loads of users returning from the Festive Break and all trying to send their mailings at once. If you believe that everything looks okay on your account, contact the Support Desk on 08003102400 or support@optinetuk.com.
Q: The Docmail portal shows that all of my mailings have been accepted, but NOVA still displays a price estimates error when I try to send letters.
A: Mailing statuses can sometimes take a few minutes to feed back to NOVA through the Docmail API. Click on Refresh Correspondence Statuses from your previous batch of recalls in NOVA, or in the Correspondence section of the patient record with the pending letter and wait for that status to show that the letter(s) have been accepted.
Additional User FAQs
Q: Can I send mailings from one branch followed by another in short succession?
A: If those branches use different Additional User accounts, you can send one batch after another.
A: If those branches use the same account, you will not be able to send a mailing batch until Docmail finishes processing the previous batch.
Q: How will payment be handles for mailings sent from Additional Users?
A: Mailings sent from additional users will be charged to the main parent account and will either deduct from your balance if you use a top-up account, or it will be added to your next invoice from Docmail.
Q: Will I still be able to view all of the mailings?
A: When you sign in to Docmail with the main account, you will see the mailing and activity from all of the additional users.
If you sign in to Docmail with an additional account, you will only see the mailings sent from that account.
Q: How will my Backgrounds/Letterheads work when using Additional Users?
A: There will be no difference. You will be able to use your Backgrounds in NOVA, regardless of whether it comes from the main account or an additional user.