Headings and text, to include on the user email, to tell the user when they'll hear back from us and what will happen next.
A user email goes to the person who filled in the form. It should be written in active, plain English.
Subject
Make the subject a statement relevant to the situation. For example:
- 'We've received your Blue Badge application'
- 'We've received your report about a problem in a park'
Body
Use a h2 heading that says 'Thanks' with a statement relevant to the situation. For example:
- 'Thanks, we've received your Blue Badge application'
- 'Thanks, we've received your report'
Use paragraph text to help users understand and manage their expectations. Include information such as:
- when or if they'll hear back from us
- what action we'll take
- how long things will take
- what will happen next
- if a copy of the form is attached to the email
- any other information relevant to the situation
Do not say 'We'll send your form to our [x] team'.
You can include data from the form if it would be helpful to the user, such as an amount of money owed.
If you need to give the user a lot of information, consider breaking it up with further headings.
For example:
Subject: 'We've received your report about a problem in a park'
Thanks, we've received your report
We'll look into the problem within 10 working days. We'll get in touch if we need any more information from you.
A copy of your form is attached to this email.