cds-snc / cds-snc/notification-planning
Recipient-to-sender communication pathway
@yaelberger-commits is already working on this.
Since Jul 6, 2022.
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Description
_Let recipients reach the sending program/service when needed._
## Description
As a recipient of an email or SMS notification, I need to be able to contact the organization or department that sent me the notification so that I can ask a question, or express anger or frustration.
As a Notify admin or member of the support team, I need to reduce the number of support tickets I receive from recipients of Notifications so that I don't spend time, or have to deal with threats or abuse, and the responses get handled by the appropriate department.
WHY are we building?
As we scale and grow, we may receive more support tickets from end recipients and this will not be sustainable or ideal for the team.
As more clients use Notify to send notifications, more recipients could mistake our Contact Us form for the correct place to get answers because senders are not providing a means for a recipient to respond to a notification.
WHAT are we building?
Possible content changes to the Contact us form or a boilerplate line in all templates?
VALUE created by our solution
Fewer support tickets and time spent responding to end recipients who we cannot help
Recipients are better served by knowing the correct channel to respond to a notification
## Acceptance Criteria** (Definition of done)
_To be refined through discussion with the team_
Given some context, when (X) action occurs, then (Y) outcome is achieved
If this user story emerged from User Research insights:
- [ ] Link research insight back to hypothesis from Epic or Objective in Airtable
- [ ] Once change/fix/feature is implemented, mark insight as "resolved" in Airtable
- [ ] Once change/fix/feature is implements, link insight to design artifacts (Figma) in Airtable
* A11y
* Bilingualism
* Privacy considerations
* Security controls in place
* Measuring success and metrics
## QA Steps
- [ ] Tested in a realistic production scenario
Contributor guide
First steps
- Read the whole issue, then the project's contributing guide.
- Comment on the issue to say you are picking it up — it saves two people doing the same work.
- Fork the repository and make your change on a branch.
- Open a pull request that references the issue number.
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