Update Sign-Up Process for Onboarding During Support Team Calendly Outage

[jayna-SkylightDigital]

Why should we do this?

• Currently, users cannot schedule identity verification calls through Calendly due to a temporary service interruption for the Customer Support team.
• We want to ensure users have a clear and functional way to reach Customer Support to schedule these calls.

User story

As a New SimpleReport User I want to schedule an identity verification call with Customer Support so that I can complete onboarding and begin using SimpleReport.

Action Requested

• Update the "Sign-up response email" to remove the blue "Schedule identity verification" button. (screenshot is attached for reference)
• Replace the button text with: "Reach out to the support@simplereport.gov email address to schedule an appointment for assistance with identity verification."

• Update the "Sign Up/Onboarding" page located at https://www.simplereport.gov/getting-started/organizations-and-testing-facilities/onboard-your-organization/#verify-your-identity

  • Under the heading "Verify your identity", update the sentence:

  If Experian can’t verify your identity, you’ll need to schedule a separate video call.

  • To:

  If Experian can’t verify your identity, reach out to Customer Support (support@simplereport.gov) to schedule a one-on-one troubleshooting session.

Please note: These are temporary changes that should be reverted once Calendly access is restored for the Customer Support team.

Acceptance Criteria

Requested text changes have been made to the email response template and the onboarding/Sign-Up screen.

Additional Context

N/A

[emyl3]

The template with the ID d-b629fce77d604a31a2872746674cf08e needs to be reverted back once the support team are ready for the previous copy.

Templates can be found here: https://mc.sendgrid.com/dynamic-templates (will need SendGrid account)