ARM: Review AAR VA Notify email tests

[aprocik1]

Request

Appoint v1 and v2 email notifications have been build in the VA Notify Staging portal! I know you don't have access yet, so I've sent some example emails to your VA.gov email -- the sender is "U.S. Department of Veterans Affairs" (staging-do-not-reply@notifications.va.gov). There should be four emails:

• What to do next to appoint an accredited representative (v1 confirmation)
• You submitted your form to appoint a VSO (v2 confirmation)
• We processed your form to appoint a VSO (v2 accept)
• We processed your form to appoint a VSO (v2 decline)

Note that variables are not working right now. I also noticed some small differences between your recommended content and VA Notify's sample templates, which I've called out in comments in our v1 email source of truth.

Tasks

• [x] AP: Review email tests
• [x] AP: Share recommendations with product team

Criteria

• [x] Content recommendations have been shared with the product team

[aprocik1]

@oddball-lindsay, thanks for adding these emails to VA Notify. I made small copyedits and saved them as drafts in VA Notify. The biggest edit I made was adding the VSO's contact information to the AAR V2 decline email, because we prompt the user to contact them.

I updated our content sources of truth to match my edits:

• ARM AAR V1 email content
• ARM AAR V2 email content

Let me know if there's anything else. Thanks!

[oddball-lindsay]

Thanks @aprocik1! I think the AAR V2 decline email could use a bit more thinking -- even though an entire VSO will be appointed, a Veteran/claimant will likely be only working with 1 VSO Representative and will need to talk to that specific VSO Representative to understand why they were declined; whoever manages the organization address/phone likely won't have that context.

It'd be ideal to show the VSO Representative's contact information, but that's not possible today. We're back to the tricky challenge where the database and backend services only store the request at the organization level, meaning we wouldn't know who that VSO Representative is and thus couldn't serve up their specific contact information.

The Veteran/claimant would need to use our Find a Rep tool to locate the VSO Representative's contact information, to call/email them and understand why they were declined.

With that in mind, I wonder if there's a way to present a link to Find a Representative with context around locating the VSO Rep they were working with OR to find a new rep to appoint.

[oddball-lindsay]

Also a minor thing for alignment -- the standard seems to be "Dear [first name]" (no last name), but we still have "Dear [first and last name]" in our source of truth. Are you okay with just the first name?

[aprocik1]

@oddball-lindsay, great catch! I just updated the AAR V2 decline email. You can review the red font in the content source of truth. Let me know if you'd like me to return to this again, and if you'd like me to update the email in VA Notify after we align on this content. Thanks!

[oddball-lindsay]

Thank you @aprocik1! I have some very specific feedback so I left you a couple of contents in the source of truth so we can chat with context.

[aprocik1]

@oddball-lindsay, I just updated the content source of truth with your suggestions. Let me know if there's anything else. Thanks!

[oddball-lindsay]

Thank you @aprocik1! Ready to close this ticket :)

A heads up that the Lighthouse team will be the ones managing these accept/decline email notifications. It seems they have a different VA Notify portal specific to LH so I can't see their templates, but they have the link to our content source of truth in Sharepoint to align their email content! I'm going to delete the v2 accept/decline templates from my VA Notify portal to avoid confusion.