emmagifford · Oct 16, 2026 · Oct 15, 2026 · Oct 15, 2026 · Oct 15, 2026 · Oct 15, 2026
@@ -67,6 +67,6 @@ A recipient can receive a text message instead, which tells them they have a new
 This feature is currently available to national programmes where:
 
 - the message plan uses the NHS App first, with fallbacks to text messages or letters
-- the message is not in an additional language or accessible format, such as Braille or large print
+- the message is not in an additional language or accessible format, such as braille or large print
 
 This feature will be available to more organisations later in 2026.
@@ -23,7 +23,7 @@ NHS Notify offers the following letter formats so you can reach people with acce
 | Accessible format | Description                                                                                                                                                                                                                      |
 | ----------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
 | Large print       | Letters that have a larger font than usual. Large print letters typically have a point size of 16 and above.                                                                                                                     |
-| Braille           | Includes the original letter and a Braille insert. NHS Notify uses the Royal National Institute of Blind People (RNIB) to translate your content into Braille so that blind and partially sighted people can read your messages. |
+| Braille           | Includes the original letter and a braille insert. NHS Notify uses the Royal National Institute of Blind People (RNIB) to translate your content into braille so that blind and partially sighted people can read your messages. |
 | Audio CD          | Includes the original letter and a CD that plays a spoken recording of your letter's content.                                                                                                                                    |
 
 {% include components/action-link.html

@@ -5,7 +5,7 @@
 layout: page
 title: Delivery times
 parent: Using NHS Notify
-nav_order: 2
+nav_order: 3
 permalink: /using-nhs-notify/delivery-times
 section: Sending messages
 ---

@@ -5,26 +5,49 @@
 layout: page
 title: Message plans
 parent: Using NHS Notify
-nav_order: 4
+nav_order: 1
 permalink: /using-nhs-notify/message-plans
 section: Sending messages
 ---
 
 Use message plans to tell us how to send messages to your recipients. You can choose which message channels to use and in what order.
 
-You'll soon be able to set up message plans yourself in your NHS Notify account. We'll no longer need to set these up for you.
+{% include components/inset-text.html
+  text='You can now set up message plans yourself. You no longer need to ask NHS Notify to set up message plans for you.'
+  classes='nhsuk-u-margin-top-2'
+%}
+
+Message plans are sometimes referred to as routing plans or routing configurations.
 
 ## Choosing your message order
 
-You can choose from a list of pre-defined message plans.
+Log in to your account. In **Message plans**, select **New message plan**.
+
+Then **Choose a message order** by selecting an option from a list of pre-defined message plans.
 
 For example: NHS App, email, text message, letter.
 
+## Adding message plan details
+
+Enter a **message plan name**.
+
+If your service has got multiple campaigns, choose which campaign your message plan will link to.
+
+If your service only has one campaign set up, your message plan will link to this automatically.
+
+Campaigns are a way of grouping messages. They're used for billing and tracking message performance.
+
+## Choosing your templates
+
+You can **choose templates** for each channel in your message plan.
+
+You can **preview** your templates when you choose them, and while you review your overall message plan.
+
 ## How fallbacks work
 
 If we cannot deliver a message through your first choice, we automatically try the next channel in your message plan.
 
-A fallback happens if:
+A **fallback** happens if:
 
 - the recipient does not have valid contact details for a channel
 - the message is not read or delivered within a certain amount of time
@@ -34,9 +57,24 @@ We'll stop sending messages once a chosen channel is successful.
 
 For example, you might try to send an NHS App message first. If the recipient reads the message within 24 hours, no further messages get sent. If the recipient does not read the first message within 24 hours, we'll then try to send an email.
 
-## Linking your templates
+You can read about your **fallback conditions** when you set up your message plan.
+
+## Testing message plans
+
+Once you've created a draft message plan, you can test it using our:
+
+- <a href="https://digital.nhs.uk/developer/api-catalogue/nhs-notify#overview--environments-and-testing" target="_blank">API integration environment (opens in a new tab)</a>
+- <a href="https://digital.nhs.uk/developer/api-catalogue/nhs-notify-mesh/sending-a-message#sending-your-request" target="_blank">integration MESH mailbox (opens in a new tab)</a>
+
+Once you've moved a message plan to production, the templates in it have a **Locked** status. This means you cannot edit them. You can still **copy** locked NHS App message, email and text message templates.
 
-You can choose specific templates for each channel in your message plan.
+## Moving message plans to production
+
+Once the relevant stakeholders in your team have approved your templates and message plan, select **Move to production**.
+
+Your message plan can then be used to send messages to recipients.
+
+Next, your developer or technical team need to make a request to send the message plan using <a href="https://digital.nhs.uk/developer/api-catalogue/nhs-notify#post-/v1/message-batches" target="_blank">NHS Notify API (opens in a new tab)</a> or <a href="https://digital.nhs.uk/developer/api-catalogue/nhs-notify-mesh/sending-a-message" target="_blank">NHS Notify MESH (opens in a new tab)</a>. You'll need the **routing plan ID** for this.
 
 ## Contact details
 
@@ -45,3 +83,5 @@ We check the Personal Demographics Service (PDS) for each recipient's contact de
 If we do not have a contact detail for a specific channel, we'll skip that channel and move to the next one in your message plan.
 
 We only check for contact details once at the start. We do not re-check PDS each time there is a fallback.
+
+[Tell us who you want to message]({% link pages/using-nhs-notify/tell-us-who-you-want-to-message.md %}).
@@ -5,7 +5,7 @@
 layout: page
 title: Message, channel and supplier status
 parent: Using NHS Notify
-nav_order: 7
+nav_order: 8
 permalink: /using-nhs-notify/message-channel-supplier-status
 section: Sending messages
 ---

@@ -5,7 +5,7 @@
 layout: page
 title: "NHS App for messages: new NHS digital-first strategy"
 parent: Using NHS Notify
-nav_order: 8
+nav_order: 9
 permalink: /using-nhs-notify/nhs-digital-first-strategy
 section: Sending messages
 ---

@@ -5,7 +5,7 @@
 layout: page
 title: Recipients you cannot message
 parent: Using NHS Notify
-nav_order: 5
+nav_order: 6
 permalink: /using-nhs-notify/recipients-you-cannot-message
 section: Sending messages
 ---

@@ -5,7 +5,7 @@
 layout: page
 title: Tell recipients who your messages are from
 parent: Using NHS Notify
-nav_order: 1
+nav_order: 2
 permalink: /using-nhs-notify/tell-recipients-who-your-messages-are-from
 section: Sending messages
 ---

@@ -5,7 +5,7 @@
 layout: page
 title: Tell us who you want to message
 parent: Using NHS Notify
-nav_order: 3
+nav_order: 4
 permalink: /using-nhs-notify/tell-us-who-you-want-to-message
 section: Sending messages
 ---

@@ -6,52 +6,73 @@ layout: page
 title: Uploading a letter
 parent: Using NHS Notify
 nav_order: 4
-permalink: /using-nhs-notify/upload-a-letter
+permalink: /using-nhs-notify/uploading-a-letter
 section: Writing messages
 ---
 
 Upload a Microsoft Word version of your letter and we’ll print and post it for you.
 
 ## How to create your letter template
 
-1. Download a blank Word letter template.
+1. [Download a blank Word letter template](https://notify.nhs.uk/using-nhs-notify/upload-a-letter#download-a-blank-word-letter-template).
 2. Download the correct [fonts for letter templates]({% link pages/using-nhs-notify/formatting/formatting-fonts.md %}).
 3. Add your letter content to the blank template.
 4. Add [formatting]({% link pages/using-nhs-notify/formatting/formatting-overview.md %}).
-5. Add [personalisation]({% link pages/using-nhs-notify/personalising-your-messages/overview.md %}) fields by using single curly brackets with d. at the start. For example, {d. appointmentDate}.
+5. Add personalisation fields by using single curly brackets with d. at the start. For example, {d. appointmentDate}. Find out more about [personalising your messages]({% link pages/using-nhs-notify/personalising-your-messages/overview.md %}).
 
 ## How to upload your letter template
 
-How you upload your template depends on whether:
-
-- you use the ServiceNow letter request process
-- we've invited you to use the **Upload a letter template** feature in your NHS Notify account
+You can upload letter templates directly in your account or by submitting a ServiceNow case, depending on the letter type you need.
 
 {% include components/inset-text.html
-  text='It can take up to 2 days for letters to be dispatched once you’ve uploaded them. Find out more about [delivery times](https://notify.nhs.uk/using-nhs-notify/delivery-times).'
+text='It can take up to 2 days for letters to be dispatched once you’ve uploaded them. Find out more about [delivery times](https://notify.nhs.uk/using-nhs-notify/delivery-times).'
+classes='nhsuk-u-margin-top-2'
+
 %}
 
-### If you use the ServiceNow request process
+### Uploading letters using your account
+
+You can use your account to upload:
+
+- standard English letters
+- large print letters
+- letters in other languages
+- British Sign Language (BSL) letters
+
+1. Log in to NHS Notify and go to **Templates**. Select **New template**. Choose **Letter** as your template type and select **Continue**.
+2. Name your template and choose which campaign it’s for.
+3. Choose your file and select **Upload letter template file**.
+4. Choose your **Printing and postage**.
+5. View the **Letter preview**. Check how your personalisation fields appear using short and long example data.
+
+When you’re ready to approve your letter, select **Approve template**. You can now use this letter in your message plans.
+
+### Uploading letters using ServiceNow
+
+You can use ServiceNow to upload:
+
+- braille letters
+- audio CD letters
+
+Upload your final letter template by submitting a <a href="https://nhsdigitallive.service-now.com/csm?id=sc_cat_item&sys_id=6cc625151b9fbad083b0a7d0b24bcb11&referrer=recent_items" target="_blank">ServiceNow case (opens in a new tab)</a>. You can include multiple letter templates.
 
 Name your letter template clearly so it’s easy to identify, and include:
 
 - service name
 - campaign, cohort or topic of your message
-- language used, including English
-- accessible format or standard format used
+- format used
 - message channel (letter)
 - version number
 
 For example:
 
 {% include components/inset-text.html
-  text='vaccinations_under-16_english_standard_letter_v1'
+  text='vaccinations_under-16_braille_letter_v1'
+  classes='nhsuk-u-margin-top-2'
 %}
 
-Upload your final letter template by submitting <a href="https://nhsdigitallive.service-now.com/csm?id=sc_cat_item&sys_id=6cc625151b9fbad083b0a7d0b24bcb11&referrer=recent_items" target="_blank">ServiceNow request (opens in a new tab)</a>. You can include multiple letter templates.
-
 {% include components/details.html
-heading='How to raise a ServiceNow request for letter templates'
+heading='How to submit a ServiceNow case for letter templates'
 text='
 
 1. Go to <a href="https://nhsdigitallive.service-now.com/csm?id=sc_cat_item&sys_id=6cc625151b9fbad083b0a7d0b24bcb11&referrer=recent_items" target="_blank">ServiceNow (opens in a new tab)</a>.
@@ -62,16 +83,6 @@ text='
    '
    %}
 
-### If you can upload letters using your account
-
-1. Log in to NHS Notify and go to **Templates**. Select **New template**. Choose **Letter** as your template type and select **Continue**.
-2. Name your template and choose which campaign it’s for.
-3. Choose your file and select **Upload letter template file**.
-4. Choose your **Printing and postage**.
-5. View the **Letter preview**. Check how your personalisation fields appear using short and long example data.
-
-When you’re ready to approve your letter, select **Approve template**. You can now use this letter in your message plans.
-
 ## Download a blank Word letter template
 
 Download a new template each time you create a letter to ensure you’re using the latest version:
@@ -103,6 +114,10 @@ You can also use [Microsoft Word's format painter](https://support.microsoft.com
 
 Find out more about [formatting]({% link pages/using-nhs-notify/formatting/formatting-overview.md %}) your letter templates.
 
+## Personalisation
+
+Find out more about [personalising your messages]({% link pages/using-nhs-notify/personalising-your-messages/overview.md %}).
+
 ## Links and URLs
 
 Use the style **Hyperlink** in the template for links.
@@ -132,11 +147,11 @@ You must also provide a short URL or written instructions for how to find your w
 
 ## Content you should not edit
 
-### Address field
+### Address fields
 
-The address field fits inside the address window on the envelope.
+The address fields fit inside the address window on the envelope.
 
-The address is a personalisation field and is set automatically.
+The address is made up of personalisation fields and is set automatically.
 
 The recipient's name is always included as the first line of the address.
 

@@ -24,10 +24,10 @@ This guidance is to help teams understand how to use NHS Notify.
 
 ## Sending messages
 
+- [Message plans]({% link pages/using-nhs-notify/message-plans.md %})
 - [Tell recipients who your messages are from]({% link pages/using-nhs-notify/tell-recipients-who-your-messages-are-from.md %})
 - [Delivery times]({% link pages/using-nhs-notify/delivery-times.md %})
 - [Tell us who you want to message]({% link pages/using-nhs-notify/tell-us-who-you-want-to-message.md %})
-- [Message plans]({% link pages/using-nhs-notify/message-plans.md %})
 - [Recipients you cannot message]({% link pages/using-nhs-notify/recipients-you-cannot-message.md %})
 - [Message, channel and supplier status]({% link pages/using-nhs-notify/message-status.md %})
 - [NHS App for messages: new NHS digital-first strategy]({% link pages/using-nhs-notify/nhs-digital-first-strategy.md %})