Notifications - Letter, Email & SMS


Notifications can be set to be sent automatically at specific times in the job process or you can choose to run ad-hoc notification production for certain criteria.  This article looks at only at the process for maintaining the notifications for process and appointment pre-configured notifications.


SMS notifications are set to be automatically sent.  In order for a contact to receive an SMS the contact type against the contact must be a valid mobile number and a contact type of SMS text. SMS are usually configured to be sent when an appointment is created and then a set number of hours/days before an appointment is due. 

Oneserve will attempt to send the pre-configured message 3 times.  If it fails on all 3 attempts a failure event will be logged in the job history tab.  If it succeeds an event will be displayed in the job history detailing the message content.


In exactly the same way as SMS details are sent emails are sent and detailed in the same way.  A contact must have a valid email address against their contact and be of a type of email.


Depending on the configuration for your contract, letters will either be set to be “queued” automatically i.e. you do not have to do anything to enable a letter to be printed, or they may be set to require you to authorise the letter to be “queued” so that it can be printed.

A letter is set to be generated at specific points in a job process and when an appointment is created see Making a Pooled Appointment to understand the controlling of issuing notifications on appointments.  

  • If the letter is set to be queued automatically you will see in the job history tab an event to say the letter has been queued. 
  • If the letter is set to require manually queuing i.e. you decide whether it needs to be printed, then the option [QUEUE LETTER] will appear at the top of the job details page.  Click on this option to send the letter to the queue to enable it to be printed. 

  1. To print a queued batch, select the Letters Queue option from the Jobs menu.
  2. A full list of all unprinted letters will display, this can be reduced by selecting a particular letter from the Letter drop down list.  This will then only display the letters that are due to be printed for this type.  Once you have the list that you want to print select the Release button.  This will create a batch to be printed. 
  3. To print the batch select the [print] option next to the batch name.
  4. To go back and re-print a batch, select the Letter Batches option from the job menu.  Select the batch from the drop down list and click on the [print] option (see above screen shot).
  5. Once a letter has been printed it will appear in the documents tab of the job details page.  This can then be opened up and viewed (or re-printed from the job) at any point in the future.