Overview
Occasionally, a referral may not successfully send to an integrated system (such as AlayaCare or EMHWare) due to an integration error. When this happens, you can manually review the error and resend the referral directly from your referral inbox.
This article walks through how to identify the error, understand what caused it, and resolve it step by step.
Step-by-step: How to resolve an integration error
1. Locate the referral with an API error
Navigate to your Referral Inbox and look for a referral showing an API error icon in the Workflow column.
Tip:
If you don’t see the API icon in your workflow column, reach out to the Caredove team via the in-platform chat and we can help.
2. Open the API error details
Click on the API error icon beside the referral.
This will open a panel showing:
Which integration the referral was attempting to send to
Which trigger was used (if your organization has multiple triggers)
A brief description of the error
3. Select Resolve
Click Resolve to open the resolution options.
A pop-up window will appear with two main actions available.
4. Review error details (optional but recommended)
Select View more information to see additional technical details about the error.
This view can provide insight into what caused the issue, such as:
Missing or invalid data
Formatting issues
Temporary connectivity problems
Note:
These details can be technical and may not always clearly explain the issue. If anything is unclear, reach out to our team via the chat and share:
The referral reference number
The error message shown in this screen
5. Choose how to resend the referral
You can resend the referral using one of two options:
Original information
Use this if no changes were made to the referral and the error was temporary.
Current information
Use this if the error was caused by a content issue and you’ve since edited the referral details.
(Learn how to edit a referral here: https://help.caredove.com/en/articles/978601-edit-registrant-information)
Select the option that best fits your situation.
6. Resend the referral
Click Send.
The system will take a moment to resend the referral to your integration. If successful, you’ll see a success icon indicating the referral has now flowed correctly.
7. Clear the previous error
After the referral is successfully resent, you’ll be prompted to clear the previous error.
We recommend doing this, as it:
Removes the error icon
Restores the success icon in your inbox
Makes it easy to visually confirm the issue has been resolved
Need help?
If at any point something doesn’t look right or you’re unsure how to proceed, reach out to the Caredove team using the in-platform chat. We’re always happy to help walk through it with you.