Update /approve-your-messages

Author: emmagifford

docs/pages/using-nhs-notify/approve-your-messages.md

@@ -10,36 +10,65 @@ permalink: /using-nhs-notify/approve-your-messages
 section: Going live
 ---
 
-When you're ready to send messages to recipients, you'll need to approve final proofs of your messages. You'll do this every time you provide new templates.
+When you're ready to send messages to recipients, you'll need to request and approve final proofs of your messages. You'll do this every time you create new templates.
 
-This is to ensure that NHS Notify sends your messages exactly as you expect your recipients to get them.
+This ensures we send your messages exactly as you expect your recipients to get them.
 
-## Before you get proofs of your templates
+## Before you request proofs
 
-It's your responsibility to review your templates in a way that meets your organisation's needs. Check that your template:
+It's your responsibility to review your templates in a way that meets your service's needs. Check that your template:
 
 - is approved by the relevant stakeholders in your team
 - does not have any spelling errors
 - is formatted correctly
 
-Provide us with your final NHS App message, email or text message templates in Create and submit a template. Upload your final letter template.
+Create your final NHS App message, email or text message templates. Upload your final letter templates.
 
-## Getting proofs of your templates
+## Requesting NHS App, email and text message proofs
 
-We'll ask for the contact details of the person in your team who'll approve the proof message.
+After you create your final NHS App message, email or text message templates in your NHS Notify account, you need to request a proof using Service Now.
 
-After you've provided your final templates, we'll email you with a screenshot, attachment or PDF of your proof message. We will not send actual messages or letters directly to you as part of the proofing process.
+You can request proofs for one template or a group of templates in a campaign.
 
-The proof message will show you example personalisation data if you've added any [personalisation]({% link pages/using-nhs-notify/personalisation.md %}). If any personalisation data does not appear how you expect, you may need to check if you've used the correct personalisation fields or example personalisation data.
+1. Go to [Service Now (opens in a new tab)](https://nhsdigitallive.service-now.com/csm).
+2. Sign in with your NHS.net account, or register for a Portal account.
+3. Select the <b>Submit a case tile</b>. In the <b>Categories</b> menu, select <b>Contact us</b>. Then select the <b>Contact us</b> tile.
+4. In the <b>Description</b> field, include the template ID or IDs, the email address you want the proofs sent to, your service name and the campaign name, if you have one.
+5. For the <b>service</b>, select <b>NHS Notify</b> from the drop-down list.
+6. For the <b>service offering</b>, select the relevant message channel from the drop-down list.
+
+## Requesting letter proofs
+
+After you [upload your letter templates using Service Now]({% link pages/using-nhs-notify/upload-a-letter.md %}), we'll automatically create proofs for you.
+
+You can request proofs for one template or a group of templates in a campaign.
+
+## How we use example data
+
+We'll include example data in your proof to show you how [personalisation]({% link pages/using-nhs-notify/personalisation.md %}) will be displayed in your message.
+
+You can also choose to [provide your own example personalisation data]({% link pages/using-nhs-notify/personalisation.md %}).
+
+## How to approve or reject your proofs
+
+For all channels, we'll email you a screenshot of your proof. We will not send actual messages or letters directly to you.
+
+If any personalisation data is not displayed how you expect, you may need to check if you've used the correct personalisation fields or example personalisation data.
 
 Any delays to you approving your proofs could slow down when you can start sending messages to recipients.
 
 ### Approving your proof
 
-If your proof matches the final template you provided to us, reply to our email and tell us that you approve your proof message.
+If your proof matches your final template, reply to our email and tell us that you approve your proof.
+
+### Rejecting your proof
+
+You should reject your proof if it does not match your template or you need to change your original content.
+
+#### If the content or formatting of your proof does not match your template
 
-### If you need to reject your proof
+Reply to our email to describe what’s wrong with the proof. We’ll update the proof and email it to you again.
 
-If the content or formatting of your proof does not match the template you originally provided, reply to our email to describe what's wrong with the proof. We'll update the proof message and email it to you again.
+#### If you need to make further changes to your original template
 
-If you need to make further changes to your original template, update your original template in Create and submit a template (or upload your letter template) and send it to us again so that we can create a new proof.
+You'll need to replace your old template with a new one and request a proof again.