Q- My customer is unable to launch OneDoc, what should I do?

Scenario: If you have come across an instance where your customer isn't able to launch OneDoc from their email in order to complete the electronic signing formalities, in spite of your reps might trying to recreate and send another document, here is why and what you can do- 

Resolution: This error is due to the incorrect configuration of your email template. All you need to do is configure your template correctly and reset the passcode

Creating an Email template:

Go to Email Templates --> New Email Template  OR; click the drop down on the right of the specific template to edit an existing one

(1) Provide your email Template an appropriate name and; (2) Description

(3) Select the right related object or entity type the template will be associated to and (4)  select the folder to store

(5) Enter the Subject for your email 

(6) Add the text for your email body. This is where you'll attach the link for your signor to access and proceed to e-sign. 

(Refer to the OneDoc manual for more information) 

Next,

If you have your documents already sent out, not to worry - 

• Make sure your email template is configured correctly, first.
• Please instruct the customer to enter the new passcode they receive. Request that they disregard the previous email.
• Similarly, notify the reps that they must regenerate the passcode for the documents they submitted previously in order to avoid the problem. The steps to regenerate the passcode are as follows.

1. Go to the related object

2. Go to the OneDoc tab

3. Expand the pdf by clicking the link

4. Click the lock icon to regenerate the passcode again.

• Finally, instruct the customer to click the proceed button and enter the new passcode they received in the new email.