Messaging Dictionary

System messaging

Alerts the user of important system-related issues or status. It’s initiated by the system and it’s not a result of the user’s actions.

Note: See content style guide for guidance on when to consider adding instruction to call the VA.gov help desk or other “next-step” call to action.

Scheduled downtime notice scenarios

Scenario	Message title	Message content	Component	State	Location
Notice of upcoming scheduled downtime (sitewide)	VA.gov will be down for maintenance soon	We’ll be doing some work on VA.gov on [DATE] between [TIME] and [TIME]. If you have trouble using the site during that time, please check back soon.	Modal	Informational	N/A
Notice of upcoming scheduled downtime (application)	[APPLICATION NAME] will be down for maintenance soon	We’ll be doing some work on [APPLICATION NAME] on [DATE] between [TIME] and [TIME]. If you have trouble using this tool during that time, please check back soon.	Modal	Informational	N/A
Notice of upcoming scheduled downtime (authentication provider)	[ID.ME/DS LOGON/MYHEALTHEVET] will be down for maintenance soon	[ID.ME/DS LOGON/MYHEALTHEVET] will be down for maintenance on [DATE] between [TIME] and [TIME]. If you have trouble signing in to your Vets.gov account during that time, please check back soon.	Alert box	Informational	Below sign in overlay title

Updates to user data (system-initiated)

Some messages written to reflect the example; other variations will be added to expanded dictionary section.

Scenario	Message title	Message content	Actions	Component	State	Location
Status update (e.g. claim closed)	Your [CLAIM TYPE] claim update	Our records show that your claim was closed on [DATE].	N/A	Alert box	Informational	Replace affected component
Action required (e.g. claim evidence request)	We need your help to finish reviewing your claim	Please provide more evidence (supporting documents) so we can finish reviewing your claim.	See Details	Alert box	Warning alert	Above affected component
Form prefill notice	We’ve started your form for you	We’ve filled in some of this form based on information you’ve given us in the past. Please double-check the information and update it as needed.	N/A	Alert box	Informational	Above affected component
Change in application feature, neutral/positive impact (e.g. SiP now available)	You can now save your in-progress applications	Sign in to VA.gov to save your application so you can come back later to complete it. All you’ll need to sign in is an email and password.	Sign in to VA.gov	Alert box	Informational	Above affected component

Engagement messaging

Nudges the user to enter or update data in the system. It can be initiated by either the system or another user.

Note: See content style guide for guidance on when to consider adding instruction to call the VA.gov help desk or other “next-step” call to action.

Prompt to complete a task or enter data

Scenario	Message title	Message content	Actions	Component	State	Location
Continue a saved benefit application	Still want to apply for [BENEFIT NAME]?	The application you started for [BENEFIT NAME] will expire on [EXPIRATION DATE]. If you’d still like to apply, you’ll need to submit the application by this date. Or you can start a new application any time.	[BUTTON 1] Continue your application [BUTTON 2] Start over	Alert box	Informational	Replace affected component
Set up 2-factor authentication	Want to make your VA.gov account more secure?	You can add an optional extra layer of security (called 2-factor authentication) to your account. This helps to make sure that no one but you can access your account—even if someone gets your password.	Secure your account	Alert box	Informational	Replace affected component

Access messaging

Appears when the user tries to access an item that’s not available to them. It may be because the record has been deleted, the user doesn’t have access, etc.

Note: See content style guide for guidance on when to consider adding instruction to call the VA.gov help desk or other “next-step” call to action.

System downtime

Variations in messaging will be contingent on:

Whether or not the downtime is scheduled/expected
If scheduled, when the application will be back up (precise time stamp if known, general estimate if not)
If not expected, general estimate of when the application will be back up

Scenario	Message title	Message content	Actions	Component	State	Location
Entire site is not accessible (scheduled downtime)	VA.gov is down for maintenance right now	We’re sorry. VA.gov isn’t ready for you right now. We’re doing some work to help make this site even better for Veterans, service members, and family members like you. We hope to finish our work by [DATE/TIME]. Please check back then.	N/A	Plain text	N/A	Replace page
Entire site is not accessible (expected)	VA.gov isn’t working right now	We’re sorry. Something went wrong on our end. Please refresh this page or try again [LENGTH OF TIME (ie, “tomorrow” or “in an hour”)].	N/A	Plain text	N/A	Replace page
Entire site is accessible	We’re working on the site	We’re doing some work on VA.gov right now. You should still be able to use the applications and tools. But if you have any trouble, please check back soon.	N/A	Alert box	Warning alert	Banner
Application or page is not accessible	[APPLICATION NAME] is down for maintenance	We’re making some updates to [APPLICATION NAME]. We’re sorry it’s not working right now, and we hope to be finished by [DATE], [TIME]. Please check back soon.	N/A	Plain text	N/A	Replace page below title
Application or page is not accessible, no timeframe	[APPLICATION NAME] is down for maintenance	We’re making some updates to [APPLICATION NAME]. We’re sorry it’s not working right now. Please check back soon.	N/A	Plain text	N/A	Replace page below title
Application or page is accessible (general message; specific iterations to be added later)	Some parts of this may not be working	You can still use [APPLICATION/PAGE NAME], but some parts of it may not work for you. If you’re having trouble, please try again later.	N/A	Alert box	Warning alert	Below page title
Component is not accessible (general message; specific iterations to be added later)	[COMPONENT NAME] isn’t working right now	We’re sorry. Something went wrong on our end. Please refresh this page or try again [LENGTH OF TIME (ie, “tomorrow” or “in an hour”)].	Go back to previous page	Alert box	Warning alert	Replace affected component
Component is accessible (general message; see application/component specific messages)	Some information may not be up to date	We’re sorry. Something’s not working quite right. You can still use [COMPONTENT NAME], but you may not be able to see all your updated information. If you’re having trouble, please try again [LENGTH OF TIME (ie, “tomorrow” or “in an hour”)].	N/A	Alert box	Warning alert	Above affected component
Unable to complete an automated task (e.g. save application in progress)	We couldn’t save your form	We’re sorry. Something went wrong when we tried to save your form. If you’re on a secure and private computer, you can leave this page open and try saving your form again in a few minutes. If you’re on a public computer, you can continue to fill out your form, but it won’t automatically save as you fill it out.	N/A	Alert box	Error alert	Below affected component
Unable to complete a user-initiated task, can’t proceed	We’ve run into a problem	We’re sorry. Something went wrong on our end. Please try again.	N/A	Alert box	Error alert	Above page title
Unable to complete a user-initiated task, can still proceed	We’ve run into a problem	We’re sorry. Something went wrong on our end. You can try again now, or move on to the next step and come back later to complete this.	N/A	Alert box	Warning alert	Above page title

Network connection loss

Scenario	Message title	Message content	Actions	Component	State	Location
Application/page/component is not accessible due to user connection loss	We can’t load [APPLICATION/PAGE/COMPONENT NAME]	Please make sure you’re connected to the Internet, and refresh this page to try again.	Try again	Plain text	N/A	Below page title
Unable to complete an automated task (e.g. save application in progress) due to user connection loss	We can’t save your form right now	Please make sure you’re connected to the Internet, and then try saving your form again.	Try again	Plain text	N/A	Below affected component
Unable to complete a user-initiated task due to user connection loss	We’ve run into a problem	Please check to make sure you’re connected to the Internet, and try again.	N/A	Alert box	Error alert	Above page title

Authorization

Scenario	Message title	Message content	Actions	Component	State	Location
(Application) user’s records are not found	We don’t seem to have your records	We’re sorry. We can’t find your records in our system. If you think they should be here, please try again later or call the VA.gov help desk at 855-574-7286 (TTY: 711). We’re here Monday–Friday, 8:00 a.m.–8:00 p.m. ET.	N/A	Plain text	N/A	Replace content below page title
(Page) user’s records are not found	We don’t seem to have your records	We’re sorry. We can’t find your records in our system. If you think they should be here, please try again later or call the VA.gov help desk at 855-574-7286 (TTY: 711). We’re here Monday–Friday, 8:00 a.m.–8:00 p.m. ET.	N/A	Plain text	N/A	Replace content below page title
(Component) user’s records are not found	We don’t seem to have your records	We’re sorry. We can’t find your records in our system. If you think they should be here, please try again later or call the VA.gov help desk at 855-574-7286 (TTY: 711). We’re here Monday–Friday, 8:00 a.m.–8:00 p.m. ET.	N/A	Plain text	N/A	Replace affected component
(Application) user is not eligible for a benefit because they aren’t a Veteran/dependent/spouse	You’re not eligible for this benefit	It looks like you’re not eligible for this benefit based on the information you’ve given us. Please check your eligibility again.	Check your eligibility	N/A	Plain text	Replace content below page title
(Application) user is not currently enrolled in a benefit (e.g. not enrolled in Post-9/11 GI Bill benefits)	You’re not enrolled in this benefit right now	It looks like you’re not signed up for this benefit. If you think you’re eligible, you can apply now.	(1) Check your eligibility (2) Apply now	Plain text	N/A	Replace content below page title
(Application) user is not a VA patient	We can’t give you access to this tool right now	We’re sorry. Only patients who’ve received care at a VA facility can use VA.gov health tools. If you’ve received care at a VA medical center, clinic, or Vet center, please call that facility to find out if you’re in their records.	Find your VA facility	Plain text	N/A	Replace content below page title

Empty state

Scenario	Message title	Message content	Component	Location
(Application) No data tied to the user or scenario	No [DATA TYPE (ie, prescription refills or health records)] to show	We don’t have any [DATA TYPE] in our system to show here.	Plain text	Replace content below page title
(Page) no data tied to the user or scenario	No [DATA TYPE] to show	We don’t have any [DATA TYPE] in our system to show here.	Plain text	Replace content below page title
(Component) no data tied to the user or scenario	No [DATA TYPE] to show	We don’t have any [DATA TYPE] for you in our system.	Plain text	Replace affected component

Feedback messaging

The application’s response when the user is interacting with it. The majority of create, read, update, delete (CRUD) actions will result in feedback messaging.

Note: See content style guide for guidance on when to consider adding instruction to call the VA.gov help desk or other “next-step” call to action.

Task completion success/failure

Scenario	Message title	Message content	Actions	Component	State	Location
Form save in progress success (inline)	Saved	We saved the information you’ve entered so far.	N/A	Alert box	Success alert	Below affected component
Form save in progress success (exit page)	Saved	We saved your in-progress form. Remember, you need to finish the form and click “Submit” to apply for this benefit. Continue applying now, or come back later to finish your application.	Continue your application	Alert box	Success alert	Below page title
Form save in progress failure (inline)	Your form didn’t save	We’re sorry. We couldn’t save your form. Please try again.	N/A	Alert box	Error alert	Below affected component
Form general error	We need you to start over with this application	Something’s not working quite right. We’re sorry to make extra work for you, but please try applying again in a few minutes.	Start over	Alert box	Error alert	Replace content below page title
Form submission success	Submitted	We received your form. Thank you.	N/A	Alert box	Error alert	Below page title
Form submission failure, can save in progress	Please save this application and try again	We’re sorry. Your application didn’t go through. We’re working to fix the problem, but it may take us a while. Please save your application, and try again tomorrow.	Save your application	Alert box	Error alert	Above page title
Form submission failure, unable to save in progress	Please start over with this application	We’re sorry. Your application didn’t go through, and you’ll need to start over. We suggest you wait a day while we fix this problem.	N/A	Alert box	Error alert	Above page title
Required form field is empty	N/A	Please fill in this required information.	N/A	Inline	Error alert	N/A
Form field entry is not valid	N/A	Please fill in a valid [address/email address/phone number].	N/A	Inline	Error alert	N/A
File upload success	Uploaded	We uploaded your file. Thank you.	Dismissible	Alert box	Success alert	Above page title
File upload failure	We couldn’t upload your file	We’re sorry. We weren’t able to upload your file. Please try again.	Dismissible	Alert box	Error alert	Above page title
File download success	Downloaded	We downloaded your file.	Dismissible	Alert box	Success alert	Above page title
File download failure	We couldn’t download your file	We’re sorry. We weren’t able to download your file. Please try again.	Dismissible	Alert box	Error alert	Above page title
Message sent	Message sent	We sent your message. Thank you.	Dismissible	Alert	Success	Above page title
Message failed to send	Your message didn’t go through	We’re sorry. We couldn’t send your message. Please try again.	Dismissible	Alert box	Error alert	Above page title
Creation success	File created	We created your file. Thank you.	Dismissible	Alert	Success	Above page title
Creation failure	We couldn’t create your file	We’re sorry. We couldn’t create your file. Please try again.	Dismissible	Alert box	Error alert	Above page title
Deletion success	File deleted	We deleted your file. Thank you.	Dismissible	Alert box	Success alert	Above page title
Deletion failure	We couldn’t delete your file	We’re sorry. We couldn’t delete your file. Please try again.	Dismissible	Alert box	Error alert	Above page title
Update success	File updated	We updated your file. Thank you.	Dismissible	Alert box	Success alert	Above page title
Update failure	We couldn’t update your file	We’re sorry. We couldn’t update your file. Please try again.	Dismissible	Alert box	Error alert	Above page title

Categories adapted from Salesforce Lightning Design System