What is a transaction?
A transaction can include reporting an issue, applying for a service, making a booking or payment.
Emails
If a customer provides their email address when completing an online transaction they will expect an email receipt.
Customers should be made aware that if they don't provide an email address, they will not receive an email confirmation and need to make a note of the confirmation message and reference number when they submit a form.
Email should be used to send customers:
- confirmation of their request, any actions they need to complete or when they will hear back from the service.
- reminder of appointments and what to do if they need to cancel
- payment reminders
- service updates (for example, the fly tip they reported has been cleared, the new bin they requested is on its way
- request feedback after a service has been received
Text messages (SMS)
Text messages need to be more concise than emails.(under 160 characters) and only ask one action of the customer.
Texts can be used to send customers:
- booking and payment reminders
- request feedback after a service has been received
Style guide
Texts and emails should follow the Government Digital Service's style guide and guidance on writing texts and emails