Support, sender name and enrichment content changes

[jakecosgrove]

Description

Support content changes:

• changed the available hours to 8am to 6pm to match silver service
• changed the link text for service now to match service now terminology

Sender name content changes:

• new image added that annotates the email sender name and from address more clearly (hopefully)
• changed terminology of 'from address' to 'email from address' throughout for consistency to 'reply-to email'

Contact detail enrichment clarification content:

• additional content to using-nhs-notify/routing-plans to explain that we do not re-enrich contact details every time a fallback occurs

Context

Support - request from Iain Rayner in support team

Sender name - request from Romy Bos in onboarding following feedback from integrators demonstrating that they still do not understand the difference between email sender name and from email address

Contact detail enrichment clarification - request from Wayne Shirt following conversations with an integrator who assumed that contact details would be checked for every time a fallback occurs

Type of changes

• Refactoring (non-breaking change)
• New feature (non-breaking change which adds functionality)
• Breaking change (fix or feature that would change existing functionality)
• Bug fix (non-breaking change which fixes an issue)

Checklist

• I am familiar with the contributing guidelines
• I have followed the code style of the project
• I have added tests to cover my changes
• I have updated the documentation accordingly
• This PR is a result of pair or mob programming

---

Sensitive Information Declaration

To ensure the utmost confidentiality and protect your and others privacy, we kindly ask you to NOT including PII (Personal Identifiable Information) / PID (Personal Identifiable Data) or any other sensitive data in this PR (Pull Request) and the codebase changes. We will remove any PR that do contain any sensitive information. We really appreciate your cooperation in this matter.

• I confirm that neither PII/PID nor sensitive data are included in this PR and the codebase changes.

[emmagifford]

Checked the updates on the following pages:

• /support
• /using-nhs-notify/tell-recipients-who-your-messages-are-from
• /using-nhs-notify/routing-plans

Added comments:

• on /routing-plans to suggest writing some sentences in the active voice
• on the sender name content to make the last remaining instances of ''from' address' be consistent with the new 'from email address' wording

Had a final comment about the tense and a missing preposition of 'a' in a sentence on the routing plan plage.

Can see Jake's addressed these comments.

Content looks awesome and is very clear! Happy to approve. :)