The decision
Map template fields to the relevant event and validate the complete rendered message. Avoid relying on a generic contact record when the message concerns a particular appointment.
Rehearse this before accepting the change
Render fictional messages for one contact with two different appointments.
Use fictional examples and an authorised test environment. Record what happened, the evidence you inspected and any issue that still needs a responsible owner.
Choose a useful measure
Track messages requiring correction before dispatch.
Agree the definition and baseline with the team doing the work. Review the result over a comparable period and note other changes that could affect it.
Your planning worksheet
Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.
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Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
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