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System messages

To warn users of downtime, unstable solutions, long phone queues or other special situations, we use system messages.

When to use

  • We always publish a system message when there are technical errors or instabilities on our websites.
  • 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: 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

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. 

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

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

Adding a location

As we wish system messages to be as little disruptive as possible, we aim to use them only within the context they relate to. Therefore, you may add one or more locations to display your system message on.

We use paths with relative URLs to determine locations, affecting the page with the URL you have entered and all subpages. Meaning that if you enter "/bilforsikring", the system message will be displayed on gjensidige.dk/bilforsikring, but also gjensidige.dk/bilforsikring/leasingbil and gjensidige.dk/bilforsirking/elbil-og-hybrid. Therefore, you must enter a relative URL as far down in the path as necessary.

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

Using regex

To make more advanced rules possible, the location field supports regex expressions. This allows you to exclude pages or paths.

  • Including only a few subpages:
    /bilforsikring/(toyota|volvo)
  • Excluding one page from a path:
    /bilforsikring/(?!.*(toyota)).*
  • Excluding several pages from a path:
    /bilforsikring/(?!.*(toyota|volvo)).*