Examples of formatting messages and notifications

When your system has retrieved a message sent by a customer, the message status is updated to indicate that the message has been received. At this stage, the message has been successfully delivered to the receiving system. To view this status, the end user must open the message they sent in Suomi.fi Messages. For this reason, the Digital and Population Data Services Agency recommends that organisations send a separate receipt confirmation.

New message -email notification: The default content of the email notification is usually sufficient for a receipt confirmation. However, the notification may include information indicating that it is a receipt confirmation. This allows the customer to understand the purpose of the message already from the notification. When designing notification content, organisations should always consider the customer’s perspective and the specific use case.

Unread message -email notification: Reading a receipt confirmation does not usually require any action from the customer. For this reason, it may not be necessary to remind recipients about an unread message. Organisations may therefore consider disabling the Unread message notification.

Message content: We recommend that organisations always send a separate receipt confirmation to acknowledge that the customer's message has been received. The receipt confirmation may also include information relevant to the processing of the matter, such as contact details, estimated processing times, or information about the next steps in the process.

Picture: 1. Example of an email notification and an electronic message when an organisation sends a receipt confirmation.

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New message -email notification: The notification may already indicate that the submitted application was incomplete and requires additional information.

Message content: The message itself should describe as clearly as possible what the customer needs to do, how the required information should be provided, and the deadline for submitting it.

Please also note that if you want customers to be able to reply to a message, the option to reply must be enabled when the message is sent.

Picture: 2. Example of an email notification and an electronic message when an organisation sends a request for additional information.

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New message -email notification: If the decision requires the recipient to take action, this should already be indicated in the email notification.

Unread message -email notification: If the decision is associated with deadlines, a right of appeal, or other actions, sending a reminder about the unread message is generally recommended.

If the message is primarily for information only, does not provide a right of appeal, does not require any action from the customer and/or if the matter will also be communicated through another channel, the need for an unread message reminder should be assessed on a case-by-case basis.

Message content: The key outcome of the decision should be presented clearly at the beginning of the message. If the customer is required to take any action as a result of the decision, provide clear instructions. Also indicate where the official decision document can be found, for example whether it is attached to the message or available in an online service.

If necessary, the message can also be sent as electronic verifiable service.

Picture: 3. Example of an email notification and an electronic message when an organisation sends a decision.

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New message -email notification: The email notification can already include the date and time of the upcoming appointment.

Unread message -email notification: If an appointment reminder is sent, for example, two days before the appointment, an unread message email notification is unlikely to be useful. Suomi.fi Messages sends an unread message notification only after the message has remained unread for one week, by which time the appointment would already have passed. In such cases, organisations should consider disabling these notifications.

Message content: The message should clearly indicate that it is a reminder related to a previously scheduled appointment. This helps customers distinguish it from the original appointment confirmation. The message should also include the key appointment details, such as the date, time and location of the appointment.

Customers should also be informed how they can cancel or reschedule the appointment if necessary. If a missed appointment may result in a fee or other consequence, this should be clearly stated in the message.

Any additional instructions related to the appointment can be included in the message, provided through a link to a website or attached to the message. From the customer’s perspective, it is often clearest when the most important information is available directly in the message. If additional information is provided elsewhere, the message should clearly indicate where it can be found.

Picture: 4. Example of an email notification and an electronic message when an organisation sends an appointment reminder.

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New message -email notification: The invoice due date can already be included in the email notification, making it more likely that the customer will notice and remember it.

Message content: The message should include the key invoice details, such as the total amount due, due date and payment information, even if the invoice is also attached. The message content may also include a virtual barcode for copying and instructions on how to subscribe to e-invoicing.

Picture: 5. Example of an email notification and an electronic message when an organisation sends an invoice.

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