diff --git a/docs/assets/worddocs/email-template-nhs-notify.docx b/docs/assets/worddocs/email-template-nhs-notify.docx new file mode 100644 index 0000000..8ce8edb Binary files /dev/null and b/docs/assets/worddocs/email-template-nhs-notify.docx differ diff --git a/docs/assets/worddocs/letter-template-nhs-notify-large-print.docx b/docs/assets/worddocs/letter-template-nhs-notify-large-print.docx new file mode 100644 index 0000000..e7ce081 Binary files /dev/null and b/docs/assets/worddocs/letter-template-nhs-notify-large-print.docx differ diff --git a/docs/assets/worddocs/letter-template-nhs-notify-other-language-right-aligned.docx b/docs/assets/worddocs/letter-template-nhs-notify-other-language-right-aligned.docx new file mode 100644 index 0000000..fc671b9 Binary files /dev/null and b/docs/assets/worddocs/letter-template-nhs-notify-other-language-right-aligned.docx differ diff --git a/docs/assets/worddocs/letter-template-nhs-notify-other-language.docx b/docs/assets/worddocs/letter-template-nhs-notify-other-language.docx new file mode 100644 index 0000000..d8c9b07 Binary files /dev/null and b/docs/assets/worddocs/letter-template-nhs-notify-other-language.docx differ diff --git a/docs/assets/worddocs/letter-template-nhs-notify-parent-or-guardian.docx b/docs/assets/worddocs/letter-template-nhs-notify-parent-or-guardian.docx new file mode 100644 index 0000000..83c219a Binary files /dev/null and b/docs/assets/worddocs/letter-template-nhs-notify-parent-or-guardian.docx differ diff --git a/docs/assets/worddocs/letter-template-nhs-notify.docx b/docs/assets/worddocs/letter-template-nhs-notify.docx new file mode 100644 index 0000000..b4c4fbf Binary files /dev/null and b/docs/assets/worddocs/letter-template-nhs-notify.docx differ diff --git a/docs/assets/worddocs/nhs-app-message-template-nhs-notify.docx b/docs/assets/worddocs/nhs-app-message-template-nhs-notify.docx new file mode 100644 index 0000000..b093aae Binary files /dev/null and b/docs/assets/worddocs/nhs-app-message-template-nhs-notify.docx differ diff --git a/docs/assets/worddocs/text-message-template-nhs-notify.docx b/docs/assets/worddocs/text-message-template-nhs-notify.docx new file mode 100644 index 0000000..919e658 Binary files /dev/null and b/docs/assets/worddocs/text-message-template-nhs-notify.docx differ diff --git a/docs/pages/pricing/text-messages.md b/docs/pages/pricing/text-messages.md index fbaa001..442b66b 100644 --- a/docs/pages/pricing/text-messages.md +++ b/docs/pages/pricing/text-messages.md @@ -19,7 +19,7 @@ You may pay more for each message if you: ## Long text messages -If a text message is longer than 160 characters (including spaces), it counts as more than one message. +If a text message is longer than 160 characters (including spaces), it will be charged as more than one message. | Message length | Charge | | -------------------- | --------------- | @@ -32,7 +32,7 @@ If a text message is longer than 160 characters (including spaces), it counts as ## Signs and symbols -The following signs and symbols count as 2 characters each:
[]{}^\|~€. +The following signs and symbols count as 2 characters each:[]{}^\|~€. Using them can increase the cost of sending text messages. diff --git a/docs/pages/using-nhs-notify/accessible-formats.md b/docs/pages/using-nhs-notify/accessible-formats.md index 2af0674..1a5f27e 100644 --- a/docs/pages/using-nhs-notify/accessible-formats.md +++ b/docs/pages/using-nhs-notify/accessible-formats.md @@ -5,7 +5,7 @@ layout: page title: Accessible formats parent: Using NHS Notify -nav_order: 1 +nav_order: 5 permalink: /using-nhs-notify/accessible-formats section: Writing a message --- diff --git a/docs/pages/using-nhs-notify/delivery-times.md b/docs/pages/using-nhs-notify/delivery-times.md index 19f5b73..82a4887 100644 --- a/docs/pages/using-nhs-notify/delivery-times.md +++ b/docs/pages/using-nhs-notify/delivery-times.md @@ -26,7 +26,7 @@ Push notifications are only sent to recipients between 6am and 10pm. If you send Once an email has been sent, our email provider will try to deliver it to the recipient for up to 72 hours. -NHS Notify will only send emails from 8am to 6pm on weekdays, excluding bank holidays. +NHS Notify will only send emails from 8am to 6pm on weekdays. ### Open rates and click-throughs @@ -38,7 +38,7 @@ We do not track open rates and click-throughs because of privacy issues. Trackin Once a text message has been sent, our text message provider will try to deliver it to the recipient for up to 72 hours. -NHS Notify will only send text messages from 8am to 6pm on weekdays, excluding bank holidays. +NHS Notify will only send text messages from 8am to 6pm on weekdays. ## Letters diff --git a/docs/pages/using-nhs-notify/email-templates.md b/docs/pages/using-nhs-notify/email-templates.md new file mode 100644 index 0000000..328a642 --- /dev/null +++ b/docs/pages/using-nhs-notify/email-templates.md @@ -0,0 +1,122 @@ +--- +# Feel free to add content and custom Front Matter to this file. +# To modify the layout, see https://jekyllrb.com/docs/themes/#overriding-theme-defaults + +layout: page +title: Email templates +parent: Using NHS Notify +nav_order: 2 +permalink: /using-nhs-notify/email-templates +section: Writing a message +--- + +Upload a Word document of your email and NHS Notify will send it for you. + +## How to edit your email using our template + +Download our [email template]({% link assets/worddocs/email-template-nhs-notify.docx %}) to set up your email. + +You can save the template and edit it with your message content. + +## Formatting your NHS App message + +Organise your message content using the styles in the template. + +If you’re copying and pasting text from another document, paste it without any formatting. Then [apply the styles](https://support.microsoft.com/en-gb/office/apply-styles-f8b96097-4d25-4fac-8200-6139c8093109) in the template. + +You can also use [Microsoft Word’s format painter](https://support.microsoft.com/en-gb/office/use-the-format-painter-4bb415a9-d4e4-42b7-b579-170adc594e40) to copy the formatting of the styles and apply it to your text. + +Find out how to use: + +- [personalisation](#personalisation) +- [headings](#headings) +- [body text](#body-text) +- [links](#links) +- [bullet points](#bullet-points) + +You can also find out about: + +- [attachments](#attachments) +- [images](#images) +- [telling recipients who your email is from](#telling-recipients-who-your-email-is-from) + +## Personalisation + +To add a personalisation field, include a placeholder with double brackets around it. For example: + +{% include components/inset-text.html + text='Hello ((firstName)), your NHS Number is ((nhsNumber))' +%} + +Read about the [personalisation fields]({% link pages/using-nhs-notify/personalisation.md %}) that are available in the Personal Demographics Service (PDS) and how to provide your own personalisation data. + +## Headings + +Use the style ‘Heading 1' in the template for headings and 'Heading 2' for subheadings. + +Use the subject line to tell recipients what your email is about. + +Use headings to break your content up and to help recipients find what they need. + +Headings have different levels. It's important to follow a logical heading level order. Your first subheading must come after a heading. + +## Body text + +Use the style 'Normal' in the template for body text. + +## Links + +Use the style ‘Hyperlink' in the template for links. + +For emails, you can convert text into a link instead of writing the full web address. For example: + +{% include components/inset-text.html + text='[content guide on the NHS service manual](https://service-manual.nhs.uk/content)' +%} + +Link text should tell the recipient what action they need to take and where the link goes. + +Never use ‘click here’, ‘click link’, ‘this link’ or ‘more’, as these do not make sense when read out of context. + +If the recipient is not expecting to receive an email from you, we recommend using the full URL instead of link text. Start with https://. For example: + +{% include components/inset-text.html + text='https://www.service-manual.nhs.uk/content' +%} + +### Short URLs + +If you have a long, complex web address, you can [request a short URL from GOV.UK](https://www.gov.uk/guidance/contact-the-government-digital-service/request-a-thing#short-url). This can take some time and may delay your template creation. + +We do not recommend using a third-party link shortening service because: + +- your users cannot see where the link will take them +- your link might stop working if there’s a service outage +- you can no longer control where the redirect goes + +## Bullet points + +Use the style 'List paragraph' in the template for bullet points. + +You can use bullet points to make your text easier to read. Make sure that: + +- you use a lead-in line +- the bullets make sense running on from the lead-in line +- you use lower case at the start of the bullet +- there are no commas, full stops or semicolons at the end of bullets + +## Attachments + +We do not currently support sending files as attachments within emails. + +If you need to send an attachment, host the attachment separately on a website and add a link to it in your message content. + +## Images + +We do not currently support images in emails. + +If you need to send an image, host it separately on a website and add a link to it in your message content. + +## Telling recipients who your email is from + +Find out how to set up your [reply-to email address]({% link pages/using-nhs-notify/tell-recipients-who-your-messages-are-from.md %}). This is the email address that your emails are sent from and that recipients can reply to. diff --git a/docs/pages/using-nhs-notify/letter-templates.md b/docs/pages/using-nhs-notify/letter-templates.md new file mode 100644 index 0000000..5596a03 --- /dev/null +++ b/docs/pages/using-nhs-notify/letter-templates.md @@ -0,0 +1,191 @@ +--- +# Feel free to add content and custom Front Matter to this file. +# To modify the layout, see https://jekyllrb.com/docs/themes/#overriding-theme-defaults + +layout: page +title: Letter templates +parent: Using NHS Notify +nav_order: 4 +permalink: /using-nhs-notify/letter-templates +section: Writing a message +--- + +Upload a Word document of a letter and NHS Notify will print and post it for you. + +## How to edit your letter using our template + +Your Word document must meet our letter specification. The page size and layout is A4 portrait (210 x 297mm). + +Download the relevant letter template to set up your letter: + +- [letter template]({% link assets/worddocs/letter-template-nhs-notify.docx %}) +- [large print letter template]({% link assets/worddocs/letter-template-nhs-notify-large-print.docx %}) +- [other language letter template]({% link assets/worddocs/letter-template-nhs-notify-other-language.docx %}) +- [other language letter (right aligned)]({% link assets/worddocs/letter-template-nhs-notify-other-language-right-aligned.docx %}) +- [parent or guardian letter template]({% link assets/worddocs/letter-template-nhs-notify-parent-or-guardian.docx %}) + +You can save the template and edit it with your message content. + +## Formatting your letter + +Do not edit the page margins in the letter template. It has the correct formatting and layout for printing. + +Organise your message content using the styles in the template. + +If you’re copying and pasting text from another document, paste it without any formatting. Then [apply the styles](https://support.microsoft.com/en-gb/office/apply-styles-f8b96097-4d25-4fac-8200-6139c8093109) in the template. + +You can also use [Microsoft Word’s format painter](https://support.microsoft.com/en-gb/office/use-the-format-painter-4bb415a9-d4e4-42b7-b579-170adc594e40) to copy the formatting of the styles and apply it to your text. + +Find out how to use: + +- [personalisation](#personalisation) +- [font and font size](#font-and-font-size) +- [headings](#headings) +- [paragraphs and body text](#paragraphs-and-body-text) +- [links](#links) +- [bullet points](#bullet-points) +- [images](#images) +- [QR codes](#qr-codes) + +You can also find out about content you should not edit, including the: + +- [address field](#address-field) +- [NHS logo](#nhs-logo) +- [NHS number](#nhs-number) +- [date](#date) +- [page count](#page-count) + +## Personalisation + +To add a personalisation field, include a placeholder with double brackets around it. For example: + +{% include components/inset-text.html + text='Hello ((firstName)), your NHS Number is ((nhsNumber))' +%} + +Read about the [personalisation fields]({% link pages/using-nhs-notify/personalisation.md %}) that are available in the Personal Demographics Service (PDS) and how to provide your own personalisation data. + +## Font and font size + +The font size for standard letters is 12 points. The font size for large print is 16 points. + +NHS Notify prints letters in the font Noto Sans. + +### Downloading your font + +Noto Sans is a free font. + +Download Noto Sans to ensure that you can edit and view your template as it will be printed. + +1. Go to [Noto Sans on Google Fonts](https://fonts.google.com/noto/specimen/Noto+Sans). Select 'Download all' to download Noto Sans to your device as a zip file. +2. Right click the zip file and select 'Extract all'. +3. Open the file. Right click 'NotoSans-Italic-VariableFont_wdth,wght' and select 'Install'. Right click 'NotoSans-VariableFont_wdth,wght' and select 'Install'. +4. Open the folder 'static'. +5. Select all of the files in this folder by dragging your mouse over them or selecting 'ctrl' + 'a' on your keyboard. Right click and select 'Install'. + +Noto Sans will now be available in Microsoft Word. + +## Headings + +Use the style ‘Heading 2, NHS letter heading' in the template for headings. + +Headings are in bold. They are not in italics or underlined. + +Use the main heading to summarise what your letter is about. + +Use headings to break your content up and to help recipients find what they need. + +## Paragraphs and body text + +Use the style 'Normal' in the template for body text. + +Paragraphs can be split across 2 pages. + +If you do not want a paragraph to run over different pages, add a page break before the paragraph. + +## Links + +Use the style ‘Hyperlink' in the template for links. + +Write links in full, starting with https://. For example: + +{% include components/inset-text.html + text='https://www.service-manual.nhs.uk/content' +%} + +Links in letters are in bold to make them stand out. Do not use underlined text or italics. + +Do not split links across different pages. Add a page break before the paragraph with the link if needed. + +### Short URLs + +If you have a long, complex web address, you can [request a short URL from GOV.UK](https://www.gov.uk/guidance/contact-the-government-digital-service/request-a-thing#short-url). This can take some time and may delay your template creation. + +We do not recommend using a third-party link shortening service because: + +- your users cannot see where the link will take them +- your link might stop working if there’s a service outage +- you can no longer control where the redirect goes + +## Bullet points + +Use the style 'List paragraph' in the template for bullet points. + +You can use bullet points to make your text easier to read. Make sure that: + +- you use a lead-in line +- the bullets make sense running on from the lead-in line +- you use lower case at the start of the bullet +- there are no commas, full stops or semicolons at the end of bullets + +## Images + +Images must be black and white. Position them within the same page margins as the text. + +## QR codes + +If you want to include a QR code, put it in the body of your letter. Insert it as an image. + +You’ll need to generate the QR code yourself. + +You must also provide a short URL or written instructions for how to find your webpage. For example: + +{% include components/inset-text.html + text='scan the QR code or visit https://www.notify.nhs.uk' +%} + +## Content you should not edit + +### Address field + +The address field fits inside the address window on the envelope. + +The address is a personalisation field and is set automatically. + +The recipient’s name is always included as the first line of the address. For a letter about a child, the first line will include 'Parent or guardian of'. + +### NHS logo + +The NHS logo is black and white. It's positioned in the top right of the letter. + +### NHS number + +The recipient's NHS number appears above the body content of the letter and is right aligned. + +It's a personalisation field and is set automatically. + +### Date + +The date that will be printed is the date when the letter is dispatched. It's set automatically. + +It appears above the body content of the letter and is right aligned. + +### Page count + +The page count shows the current page number and the total number of pages. For example: + +{% include components/inset-text.html + text='Page 1 of 2' +%} + +It updates automatically. diff --git a/docs/pages/using-nhs-notify/letters-in-other-languages.md b/docs/pages/using-nhs-notify/letters-in-other-languages.md index c461ff8..d0ce40e 100644 --- a/docs/pages/using-nhs-notify/letters-in-other-languages.md +++ b/docs/pages/using-nhs-notify/letters-in-other-languages.md @@ -5,7 +5,7 @@ layout: page title: Letters in other languages parent: Using NHS Notify -nav_order: 2 +nav_order: 6 permalink: /using-nhs-notify/letters-in-other-languages section: Writing a message --- diff --git a/docs/pages/using-nhs-notify/mesh.md b/docs/pages/using-nhs-notify/mesh.md index 831a6bc..20f6543 100644 --- a/docs/pages/using-nhs-notify/mesh.md +++ b/docs/pages/using-nhs-notify/mesh.md @@ -10,11 +10,12 @@ permalink: /using-nhs-notify/mesh section: Accessing NHS Notify --- -NHS England organisations and services can use the [Message Exchange for Social care and Health (MESH)](https://digital.nhs.uk/services/message-exchange-for-social-care-and-health-mesh) to send messages with NHS Notify. +NHS England organisations and services can use the [Message Exchange for Social Care and Health (MESH)](https://digital.nhs.uk/services/message-exchange-for-social-care-and-health-mesh) to send messages with NHS Notify. -You should only use MESH to send messages if your organisation or service does not: +You should only use MESH to send messages if your organisation or service: -- have a developer -- need the features offered by our API +- has limited developer or technical capacity +- only needs to send batches of messages to specific groups of recipients +- does not need advanced features offered by NHS Notify API Check if MESH is right for you by contacting our engagement team at . diff --git a/docs/pages/using-nhs-notify/message-status.md b/docs/pages/using-nhs-notify/message-status.md new file mode 100644 index 0000000..76444b9 --- /dev/null +++ b/docs/pages/using-nhs-notify/message-status.md @@ -0,0 +1,130 @@ +--- +# Feel free to add content and custom Front Matter to this file. +# To modify the layout, see https://jekyllrb.com/docs/themes/#overriding-theme-defaults + +layout: page +title: Message and channel status +parent: Using NHS Notify +nav_order: 7 +permalink: /using-nhs-notify/message-and-channel-status +section: Sending a message +--- + +You can find out what's happened to your messages and channels by checking the message or channel status. + +To get an overall status of a message you've sent using a routing plan, use the [message status](#message-status). + +To see the status of a specific channel in your routing plan, use the [channel status](#channel-status). + +{% include components/details.html +heading='If you’re using NHS Notify API' +text=' + +Check the status of a single message or channel by using the [get message status endpoint](https://digital.nhs.uk/developer/api-catalogue/nhs-notify#get-/v1/messages/-messageId-). + +To check the status of multiple messages automatically, use [message status callbacks](https://digital.nhs.uk/developer/api-catalogue/nhs-notify#post-/%3Cclient-provided-message-status-URI%3E).' +%} + +{% include components/details.html +heading='If you’re using NHS Notify MESH' +text=' + +You’ll receive a daily report of messages and channels that have completed that day.' + +%} + +## Message status + +| Status | Description | +| ------------------ | ------------------------------------------------------------------------------------------------------------------------- | +| created | The message has been created but has not been processed by NHS Notify. | +| pending_enrichment | NHS Notify is waiting to check and improve the recipient's contact details using the Personal Demographics Service (PDS). | +| enriched | NHS Notify has found the recipient's contact details. | +| sending | The message is in the process of being sent. | +| delivered | The message has been successfully delivered. | +| failed | We have failed to deliver the message. | + +### Failed messages + +Messages and channels that have not reached a recipient will have a 'failed' status with one of the following descriptions: + +| Failed message status descriptions | +| -------------------------------------------------------------------------------- | +| The provider could not deliver the message. | +| There was an unexpected error while sending the letter to our printing provider. | +| PDS - patient record invalidated. | +| PDS response date of birth does not match given date of birth. | +| PDS - patient is formally dead. | +| PDS - patient is informally dead. | +| PDS - patient has an exit code. | +| PDS - contact detail is malformed. | +| PDS - patient does not exist. | + +## Channel status + +There are specific statuses for each message channel: + +- [NHS App status descriptions](#nhs-app-message-status-descriptions) +- [Email status descriptions](#email-status-descriptions) +- [Text message status descriptions](#text-message-status-descriptions) +- [Letter status descriptions](#letter-status-descriptions) + +### NHS App message status descriptions + +| Status | Description | +| ---------------------- | -------------------------------------------------------------------------------------------------------------------------------- | +| received | The supplier received the request to send an NHS App message. | +| created | The NHS App message has been created. | +| skipped | The NHS App message has been skipped. | +| sending | The NHS App message is in the process of being sent. | +| delivered | The NHS App message was successfully delivered. | +| read | The recipient has opened the NHS App message. | +| notified | A push notification was sent and displayed on the recipient's device. | +| notification attempted | A push notification has been sent to the recipient's device but we cannot confirm if the notification was received or displayed. | +| unnotified | A push notification was not sent or displayed on the recipient's device. | +| rejected | The supplier rejected the request to send the NHS App message. | +| failed | [Read more about failed messages descriptions](#failed-messages). | + +### Email status descriptions + +| Status | Description | +| ----------------- | -------------------------------------------------------------------------------------------------------------------------------------------- | +| created | The email has been created. | +| skipped | The email has been skipped. | +| sending | The email is in the process of being sent. | +| delivered | The email was successfully delivered. | +| failed | [Read more about failed messages descriptions](#failed-messages). | +| permanent_failure | The provider could not deliver the message because the email address was wrong. | +| temporary_failure | The provider could not deliver the message. This can happen when the recipient’s inbox is full or their anti-spam filter rejects your email. | +| technical_failure | Your message was not sent because there was a problem between NHS Notify and the provider. | + +### Text message status descriptions + +| Status | Description | +| ----------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | +| created | The text message has been created. | +| skipped | The text message has been skipped. | +| sending | The text message is in the process of being sent. | +| delivered | The text message was successfully delivered. | +| failed | [Read more about failed messages descriptions](#failed-messages). | +| permanent_failure | The provider could not deliver the message. This can happen if the phone number was wrong or if the network operator rejects the message. | +| temporary_failure | The provider could not deliver the message. This can happen when the recipient’s phone is off, has no signal, or their text message inbox is full. | +| technical_failure | Your message was not sent because there was a problem between NHS Notify and the provider. You will not be charged for text messages that are affected by a technical failure. | + +### Letter status descriptions + +| Status | Description | +| ------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------- | +| created | The letter has been created. | +| accepted | NHS Notify has sent the letter to the provider to be printed. | +| skipped | The letter has been skipped. | +| sending | The letter is in the process of being sent. | +| received | The provider has printed and dispatched the letter. | +| delivered | The letter was successfully delivered. | +| pending_virus_check | The provider has not yet completed a virus scan of the letter. | +| cancelled | Sending cancelled. The letter will not be printed or dispatched. | +| failed | [Read more about failed messages descriptions](#failed-messages). | +| virus_scan_failed | The provider has found a potential virus in the precompiled letter file. | +| validation_failed | Content in the letter file is outside the printable area. | +| technical_failure | NHS Notify had an unexpected error while sending the letter to our printing provider. You will not be charged for letters that are affected by a technical failure. | +| permanent_failure | The provider cannot print the letter. Your letter will not be dispatched. | diff --git a/docs/pages/using-nhs-notify/nhs-app-templates.md b/docs/pages/using-nhs-notify/nhs-app-templates.md new file mode 100644 index 0000000..70e67f3 --- /dev/null +++ b/docs/pages/using-nhs-notify/nhs-app-templates.md @@ -0,0 +1,115 @@ +--- +# Feel free to add content and custom Front Matter to this file. +# To modify the layout, see https://jekyllrb.com/docs/themes/#overriding-theme-defaults + +layout: page +title: NHS App message templates +parent: Using NHS Notify +nav_order: 1 +permalink: /using-nhs-notify/nhs-app-templates +section: Writing a message +--- + +Upload a Word document of your NHS App message and NHS Notify will send it for you. + +## How to edit your NHS App message using our template + +Download our [NHS App message template]({% link assets/worddocs/nhs-app-message-template-nhs-notify.docx %}) to set up your NHS App message. + +You can save the template and edit it with your message content. + +## Formatting your NHS App message + +Organise your message content using the styles in the template. + +If you’re copying and pasting text from another document, paste it without any formatting. Then [apply the styles](https://support.microsoft.com/en-gb/office/apply-styles-f8b96097-4d25-4fac-8200-6139c8093109) in the template. + +You can also use [Microsoft Word’s format painter](https://support.microsoft.com/en-gb/office/use-the-format-painter-4bb415a9-d4e4-42b7-b579-170adc594e40) to copy the formatting of the styles and apply it to your text. + +Find out how to use: + +- [personalisation](#personalisation) +- [headings](#headings) +- [body text](#body-text) +- [links](#links) +- [bullet points](#bullet-points) + +You can also find out about: + +- [attachments](#attachments) +- [images](#images) + +## Personalisation + +To add a personalisation field, include a placeholder with double brackets around it. For example: + +{% include components/inset-text.html + text='Hello ((firstName)), your NHS Number is ((nhsNumber))' +%} + +Read about the [personalisation fields]({% link pages/using-nhs-notify/personalisation.md %}) that are available in the Personal Demographics Service (PDS) and how to provide your own personalisation data. + +## Headings + +Use the style ‘Heading 1' in the template for headings and 'Heading 2' for subheadings. + +Use headings to break your content up and to help recipients find what they need. + +Headings have different levels. It's important to follow a logical heading level order. Your first subheading must come after a heading. + +## Body text + +Use the style 'Normal' in the template for body text. + +## Links + +Use the style ‘Hyperlink' in the template for links. + +For NHS App messages, you can convert text into a link instead of writing the full web address. For example: + +{% include components/inset-text.html + text='[content guide on the NHS service manual](https://service-manual.nhs.uk/content)' +%} + +Link text should tell the recipient what action they need to take and where the link goes. + +Never use ‘click here’, ‘click link’, ‘this link’ or ‘more’, as these do not make sense when read out of context. + +If the recipient is not expecting to receive an email from you, we recommend using the full URL instead of link text. Start with https://. For example: + +{% include components/inset-text.html + text='https://www.service-manual.nhs.uk/content' +%} + +### Short URLs + +If you have a long, complex web address, you can [request a short URL from GOV.UK](https://www.gov.uk/guidance/contact-the-government-digital-service/request-a-thing#short-url). This can take some time and may delay your template creation. + +We do not recommend using a third-party link shortening service because: + +- your users cannot see where the link will take them +- your link might stop working if there’s a service outage +- you can no longer control where the redirect goes + +## Bullet points + +Use the style 'List paragraph' in the template for bullet points. + +You can use bullet points to make your text easier to read. Make sure that: + +- you use a lead-in line +- the bullets make sense running on from the lead-in line +- you use lower case at the start of the bullet +- there are no commas, full stops or semicolons at the end of bullets + +## Attachments + +We do not currently support sending files as attachments within NHS App messages. + +If you need to send an attachment, host the attachment separately on a website and add a link to it in your message content. + +## Images + +We do not currently support images in NHS App messages. + +If you need to send an image, host it separately on a website and add a link to it in your message content. diff --git a/docs/pages/using-nhs-notify/personalisation.md b/docs/pages/using-nhs-notify/personalisation.md index 6fd3a90..aa59731 100644 --- a/docs/pages/using-nhs-notify/personalisation.md +++ b/docs/pages/using-nhs-notify/personalisation.md @@ -5,7 +5,7 @@ layout: page title: Personalisation parent: Using NHS Notify -nav_order: 3 +nav_order: 7 permalink: /using-nhs-notify/personalisation section: Writing a message --- @@ -18,4 +18,66 @@ To personalise a message, use double brackets to add a placeholder to your conte text='Hello ((firstName)), your NHS Number is ((nhsNumber))' %} -NHS Notify uses the [Personal Demographics Service (PDS)](https://digital.nhs.uk/services/personal-demographics-service) to find and populate certain personalisation fields. +### Personal Demographics Service (PDS) personalisation fields + +NHS Notify uses the [Personal Demographics Service (PDS)](https://digital.nhs.uk/services/personal-demographics-service) to find and populate certain personalisation fields. You only need to [provide us with recipients' NHS numbers]({% link pages/using-nhs-notify/tell-us-who-you-want-to-message.md %}). + +The personalisation fields available in PDS are: + +- fullName +- firstName +- middleNames +- lastName +- namePrefix +- nameSuffix +- address_line_1 +- address_line_2 +- address_line_3 +- address_line_4 +- address_line_5 +- address_line_6 +- address_line_7 +- nhsNumber +- date +- clientRef +- recipientContactValue +- template + +The placeholders in your content need to match the PDS personalisation fields. + +## Providing your own personalisation data + +You can provide your own personalisation data. + +Do not send us personalisation data that's already available in PDS. We'll use the PDS data over your own data in this case. + +### If you're using the API + +Include a personalisation block in your API request. + +For example, if you wanted to include 'practice' as a personalisation field, the personalisation block would be: + +{% include components/inset-text.html + text='{ + + "practice": "PRACTICE_NAME", + +}' +%} + +Read the [API documentation](https://digital.nhs.uk/developer/api-catalogue/nhs-notify#post-/v1/message-batches) to find out where to put this in your request. + +### If you're using the Message Exchange for Social Care and Health (MESH) + +Include the personalisation fields as columns in your CSV file. + +The column names should start with 'personalisation_', followed by the same wording as the placeholders in your template. + +For example, if you wanted to include 'practice' as a personalisation field, the column name would be: + +{% include components/inset-text.html + text='nhsNumber,requestItemRefId,dateOfBirth,personalisation_practice' +%} + +*[PDS]: Personal Demographics Service +*[MESH]: Message Exchange for Social Care and Health diff --git a/docs/pages/using-nhs-notify/routing-plans.md b/docs/pages/using-nhs-notify/routing-plans.md index 353f0a3..83c9f80 100644 --- a/docs/pages/using-nhs-notify/routing-plans.md +++ b/docs/pages/using-nhs-notify/routing-plans.md @@ -16,7 +16,18 @@ Setting up a routing plan can make your messages more effective and sometimes lo You can set up routing plans to: -- use certain templates for specific groups of recipients -- message a recipient with each channel in the order you choose -- set up fallbacks for messages that fail -- stop sending messages after a chosen channel is successful +- [send messages in a cascade](#message-cascades) +- use specific message templates for different groups of recipients +- stop sending messages to a recipient when a channel is successful + +## Message cascades + +A message cascade allows you to message a recipient with different channels in the order you choose. You can set up primary and secondary message cascades in your routing plan. + +### Primary cascades + +Use primary message cascades to send a message with a different channel as a fallback if a primary channel fails. + +### Secondary cascades + +Use a secondary message cascades to send a message with another channel at the same time as your primary channel. For example, sending a text message at the same time as an email. You cannot fallback to another channel with secondary cascades. diff --git a/docs/pages/using-nhs-notify/tell-recipients-who-your-messages-are-from.md b/docs/pages/using-nhs-notify/tell-recipients-who-your-messages-are-from.md index 3d25e5e..4639281 100644 --- a/docs/pages/using-nhs-notify/tell-recipients-who-your-messages-are-from.md +++ b/docs/pages/using-nhs-notify/tell-recipients-who-your-messages-are-from.md @@ -14,27 +14,27 @@ It’s important that your recipients know and trust who has sent them a message You can change the: -- [NHS App sender ID](#nhs-app-sender-id) -- [text message sender ID](#text-message-sender-id) +- [NHS App sender name](#nhs-app-sender-name) +- [text message sender name](#text-message-sender-name) - [reply-to email address](#reply-to-email-address) ## Return addresses You cannot change the return addresses of letters. These are set by NHS Notify’s suppliers and are printed on the envelopes. -## NHS App sender ID +## NHS App sender name -The NHS App uses your service or organisation’s ODS code to set up your NHS App message sender ID. +The NHS App uses your service or organisation’s ODS code to set up your NHS App message sender name. NHS Notify will ask you for your ODS code during onboarding. Find your ODS code with the [ODS Portal](https://odsportal.digital.nhs.uk/). -## Text message sender ID +## Text message sender name -You can set your text message sender ID during onboarding. +You can set your text message sender name during onboarding. -If you need to set up a different text message sender ID for another batch of messages, contact our onboarding team. +If you need to set up a different text message sender name for another batch of messages, contact our onboarding team. ## Reply-to email address diff --git a/docs/pages/using-nhs-notify/providing-nhs-numbers.md b/docs/pages/using-nhs-notify/tell-us-who-you-want-to-message.md similarity index 92% rename from docs/pages/using-nhs-notify/providing-nhs-numbers.md rename to docs/pages/using-nhs-notify/tell-us-who-you-want-to-message.md index 8abfc6a..5021ca0 100644 --- a/docs/pages/using-nhs-notify/providing-nhs-numbers.md +++ b/docs/pages/using-nhs-notify/tell-us-who-you-want-to-message.md @@ -3,10 +3,10 @@ # To modify the layout, see https://jekyllrb.com/docs/themes/#overriding-theme-defaults layout: page -title: Providing NHS numbers +title: Tell us who you want to message parent: Using NHS Notify nav_order: 3 -permalink: /using-nhs-notify/providing-nhs-numbers +permalink: /using-nhs-notify/tell-us-who-you-want-to-message section: Sending a message --- diff --git a/docs/pages/using-nhs-notify/text-message-templates.md b/docs/pages/using-nhs-notify/text-message-templates.md new file mode 100644 index 0000000..2e9af0b --- /dev/null +++ b/docs/pages/using-nhs-notify/text-message-templates.md @@ -0,0 +1,98 @@ +--- +# Feel free to add content and custom Front Matter to this file. +# To modify the layout, see https://jekyllrb.com/docs/themes/#overriding-theme-defaults + +layout: page +title: Text message templates +parent: Using NHS Notify +nav_order: 3 +permalink: /using-nhs-notify/text-message-templates +section: Writing a message +--- + +Upload a Word document of your text message and NHS Notify will send it for you. + +## How to edit your text message using our template + +Download our [text message template]({% link assets/worddocs/text-message-template-nhs-notify.docx %}) to set up your text message. + +You can save the template and edit it with your message content. + +## Formatting your text message + +Organise your message content using the styles in the template. + +If you’re copying and pasting text from another document, paste it without any formatting. Then [apply the styles](https://support.microsoft.com/en-gb/office/apply-styles-f8b96097-4d25-4fac-8200-6139c8093109) in the template. + +You can also use [Microsoft Word’s format painter](https://support.microsoft.com/en-gb/office/use-the-format-painter-4bb415a9-d4e4-42b7-b579-170adc594e40) to copy the formatting of the styles and apply it to your text. + +Find out how to use: + +- [personalisation](#personalisation) +- [body text](#body-text) +- [links](#links) + +You can also find out about: + +- [message length](#message-length) +- [attachments](#attachments) +- [images](#images) +- [telling recipients who your email is from](#telling-recipients-who-your-email-is-from) + +## Personalisation + +To add a personalisation field, include a placeholder with double brackets around it. For example: + +{% include components/inset-text.html + text='Hello ((firstName)), your NHS Number is ((nhsNumber))' +%} + +Read about the [personalisation fields]({% link pages/using-nhs-notify/personalisation.md %}) that are available in the Personal Demographics Service (PDS) and how to provide your own personalisation data. + +## Body text + +Use the style 'Normal' in the template for body text. + +## Links + +Use the style ‘Hyperlink' in the template for links. + +Write links in full, starting with https://. For example: + +{% include components/inset-text.html + text='https://www.service-manual.nhs.uk/content' +%} + +### Short URLs + +If you have a long, complex web address, you can [request a short URL from GOV.UK](https://www.gov.uk/guidance/contact-the-government-digital-service/request-a-thing#short-url). This can take some time and may delay your template creation. + +We do not recommend using a third-party link shortening service because: + +- your users cannot see where the link will take them +- your link might stop working if there’s a service outage +- you can no longer control where the redirect goes + +## Message length + +If a text message is longer than 160 characters, it will be charged as more than one message. + +If you're using personalisation fields, it could make your message longer. + +Learn more about [character counts and text message pricing]({% link pages/pricing/text-messages.md %}). + +## Attachments + +We do not currently support sending files as attachments with text messages. + +If you need to send an attachment, host the attachment separately on a website and add a link to it in your message content. + +## Images + +We do not currently support images in text messages. + +If you need to send an image, host it separately on a website and add a link to it in your message content. + +## Telling recipients who your email is from + +Find out how to set up your [reply-to email address]({% link pages/using-nhs-notify/tell-recipients-who-your-messages-are-from.md %}). This is the email address that your emails are sent from and that recipients can reply to. diff --git a/docs/pages/using-nhs-notify/using-nhs-notify.md b/docs/pages/using-nhs-notify/using-nhs-notify.md index 6124fc1..7fb3c02 100644 --- a/docs/pages/using-nhs-notify/using-nhs-notify.md +++ b/docs/pages/using-nhs-notify/using-nhs-notify.md @@ -18,6 +18,10 @@ This guidance is to help teams understand how to use NHS Notify. ## Writing a message +- [NHS App message templates]({% link pages/using-nhs-notify/nhs-app-templates.md %}) +- [Email templates]({% link pages/using-nhs-notify/email-templates.md %}) +- [Text message templates]({% link pages/using-nhs-notify/text-message-templates.md %}) +- [Letter templates]({% link pages/using-nhs-notify/letter-templates.md %}) - [Accessible formats]({% link pages/using-nhs-notify/accessible-formats.md %}) - [Letters in other languages]({% link pages/using-nhs-notify/letters-in-other-languages.md %}) - [Personalisation]({% link pages/using-nhs-notify/personalisation.md %}) @@ -26,6 +30,6 @@ This guidance is to help teams understand how to use NHS Notify. - [Tell recipients who your messages are from]({% link pages/using-nhs-notify/tell-recipients-who-your-messages-are-from.md %}) - [Delivery times]({% link pages/using-nhs-notify/delivery-times.md %}) -- [Providing NHS Numbers]({% link pages/using-nhs-notify/providing-nhs-numbers.md %}) +- [Tell us who you want to message]({% link pages/using-nhs-notify/tell-us-who-you-want-to-message.md %}) - [Routing plans]({% link pages/using-nhs-notify/routing-plans.md %}) - [Recipients you cannot message]({% link pages/using-nhs-notify/recipients-you-cannot-message.md %}) diff --git a/scripts/config/vale/styles/Vocab/words/accept.txt b/scripts/config/vale/styles/Vocab/words/accept.txt index 471a7d3..5950082 100644 --- a/scripts/config/vale/styles/Vocab/words/accept.txt +++ b/scripts/config/vale/styles/Vocab/words/accept.txt @@ -22,3 +22,16 @@ url [iI]nset urlset [A-Z]+s +Noto +URL +ctrl +pending_enrichment +unnotified +permanent_failure +temporary_failure +technical_failure +precompiled +validation_failed +fullName +namePrefix +clientRef