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System messages

These messages allows us to warn our users of downtime, unstable solutions, long phone queues or other special situations.

On this page

When to use

  • We always publish a system message when there are technical errors or instabilities on our websites or in the Gjensidige app.
  • Consider the need to provide information and reduce queues on customer service, e.g. airline strikes or extreme weather.

How to write a system message?

  • Keep the text short and informative. Avoid repeating the heading in the body text. Go straight to the point.
  • Provide alternatives: On web, consider providing a telephone number or linking forward to relevant actions or more information.
  • Consider the placement: Does it need to be displayed on the front page?

System messages should not be used for campaigns or content marketing purposes

Creating a system message

  1. Locate and select the folder "System messages"
  2. Create a new System message content. Add a title, text and severity variant
  3. Unless the message should be displayed site-wide, add the page(s) or application(s) you wish to display it on. Use relative URLs such as "/commercial/report-claim". All child pages (such as "commercial/report-claim/car-insurance) are included automatically.
  4. Publish the message when it's relevant for the users
  5. When the message is no longer relevant, unpublish it
  6. If you need to reuse a system message, duplicate it, rename and publish the copy. If you re-publish a previously used system message, users who closed it previously, will not see it the next time it's used.

Outside working hours

When errors happen outside of our working hours, anyone with access may publish ready-made generic system messages quickly through the System Messages app

Getting access Creating templates

Variants

You may choose from three different variants depending on your message: Information, warning and error.

Information is used for situations that won't stop the user flow, such as "handling your claim may take longer than usual" or "are you affected by the heavy rainfall?"

Warning is the default setting, used for technical errors or instability. This can also be used for the Gjensidige app. See below.

Error is used sparingly, for vital services that are completely down and will affect almost all users.ob

Adding a location

To minimize the disruption from system messages, we aim to only show them where they are relevant. Therefore, you may add one or more locations to display your system message on.

We use paths with relative URLs to determine locations, affecting all pages that has the URL in them somewhere.

Meaning that if you enter "/bilforsikring", it will be shown on:

  • gjensidige.dk/bilforsikring
  • gjensidige.dk/bilforsikring/leasingbil
  • gjensidige.dk/erhverv/bilforsikring.

The more specific the URL is, the fewer irrelevant pages it is shown on.

There are also designated inputs for applications, so that you may restrict a system message to one or more given applications.

Using regex

Since the location field uses regex, you can use its syntax for more advanced matching, such as:

  • The vertical line for "or": /bilforsikring/toyota|/bilforsikring/volvo
  • The hat to make sure the page URL must start with your URL: ^/bilforsikring
  • The dollar to make sure it ends with your URL: /bilforsikring$

You can test your location on regex101.com by selecting the Java flavor and adding a list of relative URLs you want to test against.

In the Gjensidige app

You can add a system message to the Gjensidige app by setting one ore more areas in the Mobile location field. 

Note that only warning messages are shown in the app. 

If the Mobile text field is empty, a generic message on instability is shown on all selected areas. 

The app updates system messages roughly every 15 minutes, so you might not see it immediately after you publish it. Keep it short. There is no expectations of politeness or apologies in mobile app error messages. See Apple guidelines on Alerts to get a sense of users expectations.