Electronic verifiable service
Your organisation can define a sent electronic message as an electronic verifiable service. In such a case, an acknowledgement view is added to the message, through which the recipient acknowledges receipt of the verifiable service before opening the message.
Message content for an electronic verifiable service
If you use the electronic verifiable service, the actual matter must be included in the message content or as an attachment. This ensures that the recipient has received the information at the time of the acknowledgement.
Do not use the electronic verifiable service in Suomi.fi Messages if you direct the end user to read the actual matter in your e‑service. In such cases, the acknowledgement of receipt must also take place in the e‑service.
Send the electronic verifiable service as a separate message
An electronic verifiable service must always be sent as a new message, not as part of an existing message thread.
As a separate message:
- The electronic verifiable service stands out among received messages, making it more likely that the recipient will react to it.
- It is clearer for the recipient when a certain matter requires a separate acknowledgement of receipt.
- The acknowledgement of receipt will not get lost among other messages.
The message thread must also not be continued after the acknowledgement has been recorded. The recipient may reply to the message if you have allowed this, but your organisation must no longer respond to the end user within the same thread. If the matter requires action, you must send a new, separate message.
Information about the acknowledgement of receipt
If you send electronic verifiable services, you also need the functionality for state information for messages. Without status information, you will not know whether the end user has acknowledged receipt of the message.
The returned status information shows the acknowledgment timestamp and the personal identification number of the person who acknowledged the message. This acknowledgement corresponds to the acknowledgement of receipt used with verifiable service sent by paper mail.
The message is considered delivered once the recipient has acknowledged it. The message can only be acknowledged once. The acknowledgement can be made either by the end user or by a person authorised by them. The end user will see the time of their acknowledgement in the Suomi.fi Messages user interface.
Notification and reminder of an electronic verifiable service
The notification sent to the end user about an electronic verifiable service differs from a standard electronic message notification. It emphasises that the message is important, must be acknowledged, and may require further action.
A reminder of the electronic verifiable service is sent to the end user already 3–4 days after delivery, if they have not reacted to it.
If the electronic verifiable service has not been acknowledged within 7 days
If the end user does not read the electronic verifiable service within seven days, your organisation must ensure that the verifiable service is delivered via paper mail with acknowledgement of receipt. You may use either your own paper mail processes or the Suomi.fi Messages functionality for verifiable service delivered by paper mail.
Suomi.fi Messages does not automatically transfer an electronic verifiable service to the paper channel; this requires action from your organisation.
Please note that the electronic verifiable service remains visible to the end user. The recipient may therefore acknowledge it later, even if the paper version has already been sent.
A verifiable service should be defined as such only when necessary. Your organisation does not need to use the verifiable service solely to confirm that a message has been successfully delivered. For all electronic messages, you can use the status information for messages functionality to receive delivery information and to see when the end user reads the message they have received.