diff --git a/docs/pages/support/support.md b/docs/pages/support/support.md
index 57c792d..a17c252 100644
--- a/docs/pages/support/support.md
+++ b/docs/pages/support/support.md
@@ -9,9 +9,9 @@ has_children: true
permalink: /support/
---
-NHS Notify is a silver service (opens in a new tab).
+NHS Notify is a gold service (opens in a new tab).
-If you're live with NHS Notify and need help, submit a case with Service Now (opens in a new tab).
+If you're live with NHS Notify and need help, submit a case with Service Now (opens in a new tab).
If you have any general questions about NHS Notify, send an email to .
diff --git a/docs/pages/using-nhs-notify/(draft)formatting-new/(draft)formatting-bold.md b/docs/pages/using-nhs-notify/(draft)formatting-new/(draft)formatting-bold.md
new file mode 100644
index 0000000..8d0cce0
--- /dev/null
+++ b/docs/pages/using-nhs-notify/(draft)formatting-new/(draft)formatting-bold.md
@@ -0,0 +1,52 @@
+---
+layout: mini-hub
+title: Bold text
+nav_order: 2
+permalink: /using-nhs-notify/formatting/bold-text
+mini_hub_topic: Formatting
+mini_hub_pages:
+ - title: Overview
+ url: /using-nhs-notify/formatting/overview
+ - title: Bold text
+ url:
+ current: true
+ - title: Bullet points and numbered lists
+ url: /using-nhs-notify/bullet-points-numbered-lists
+ - title: Fonts for letter templates
+ url: /using-nhs-notify/letter-fonts
+ - title: Headings
+ url: /using-nhs-notify/headings
+ - title: Paragraphs, line breaks, and horizontal lines
+ url: /using-nhs-notify/paragraphs
+
+previous_page:
+ title: Overview
+ url: /using-nhs-notify/formatting/overview
+next_page:
+ title: Bullet points and numbered lists
+ url: /using-nhs-notify/bullet-points-numbered-lists
+published: true
+---
+
+You can add bold text to:
+
+- NHS App messages
+- letters
+
+Use bold text sparingly. Do not use bold to emphasise text.
+
+{% include components/inset-text.html
+text='Find out more about how to use bold in the NHS Digital service manual.'
+classes='nhsuk-u-margin-top-2'
+%}
+
+## Add bold text
+
+To use bold text in NHS App messages, use 2 asterisk symbols on either side of the words you want to be bold. For example:
+
+{% include components/inset-text.html
+ text='`**this is bold text**`'
+ classes='nhsuk-u-margin-top-2'
+%}
+
+To use bold text in letters, highlight the font you want to make bold then select **bold** in the font menu in the home tab.
diff --git a/docs/pages/using-nhs-notify/(draft)formatting-new/(draft)formatting-bullet.md b/docs/pages/using-nhs-notify/(draft)formatting-new/(draft)formatting-bullet.md
new file mode 100644
index 0000000..c21135c
--- /dev/null
+++ b/docs/pages/using-nhs-notify/(draft)formatting-new/(draft)formatting-bullet.md
@@ -0,0 +1,82 @@
+---
+layout: mini-hub
+title: Bullet points and numbered lists
+nav_order: 3
+permalink: /using-nhs-notify/bullet-points-numbered-lists
+mini_hub_topic: Formatting
+mini_hub_pages:
+ - title: Overview
+ url: /using-nhs-notify/formatting/overview
+ - title: Bold text
+ url: /using-nhs-notify/formatting/bold-text
+ - title: Bullet points and numbered lists
+ url:
+ current: true
+ - title: Fonts for letter templates
+ url: /using-nhs-notify/letter-fonts
+ - title: Headings
+ url: /using-nhs-notify/headings
+ - title: Paragraphs, line breaks, and horizontal lines
+ url: /using-nhs-notify/paragraphs
+
+previous_page:
+ title: Bold text
+ url: /using-nhs-notify/formatting/bold-text
+next_page:
+ title: Fonts for letter templates
+ url: /using-nhs-notify/letter-fonts
+published: true
+---
+
+You can add bullet points and numbered lists to:
+
+- NHS App messages
+- emails
+- letters
+
+Use bullet points to make your text easier to read.
+
+Use numbered lists instead of bullet points to guide a user through a process, or when the order of the items in a list is relevant.
+
+{% include components/inset-text.html
+text='Find out more about writing messages (NHS Digital service manual).'
+classes='nhsuk-u-margin-top-2'
+%}
+
+## Add bullet points
+
+To add bullet points to NHS App messages or emails:
+
+1. Put each item on a separate line with an asterisk and a space in front of each one.
+2. Leave an empty line before the first bullet point and after the last bullet point.
+
+For example:
+
+{% include components/inset-text.html
+text='`Introduce bullet points with a lead-in line ending with a colon:`
+
+`* bullet point 1`
+`* bullet point 2`
+ '
+classes='nhsuk-u-margin-top-2'
+%}
+
+To add bullet points to a letter, use the style **List paragraph** in the template and select **Bullet points** in the home tab.
+
+## Add a numbered list
+
+You do not need a lead-in line for a numbered list.
+
+Copy this example to add numbered steps to NHS App messages and emails:
+
+{% include components/inset-text.html
+text='
+`1. Leave one empty line space before starting your list.`
+`2. Enter a number followed by a full stop and a space to add an item.`
+`3. Start each item with a capital letter and end it with a full stop.`
+`4. Leave one empty line space after the last item.`
+
'
+classes='nhsuk-u-margin-top-2'
+%}
+
+To add a numbered list to a letter, select **Numbering** in the home tab of the letter template.
diff --git a/docs/pages/using-nhs-notify/(draft)formatting-new/(draft)formatting-fonts.md b/docs/pages/using-nhs-notify/(draft)formatting-new/(draft)formatting-fonts.md
new file mode 100644
index 0000000..5499a3e
--- /dev/null
+++ b/docs/pages/using-nhs-notify/(draft)formatting-new/(draft)formatting-fonts.md
@@ -0,0 +1,60 @@
+---
+layout: mini-hub
+title: Fonts for letter templates
+nav_order: 4
+permalink: /using-nhs-notify/letter-fonts
+mini_hub_topic: Formatting
+mini_hub_pages:
+ - title: Overview
+ url: /using-nhs-notify/formatting/overview
+ - title: Bold text
+ url: /using-nhs-notify/formatting/bold-text
+ - title: Bullet points and numbered lists
+ url: /using-nhs-notify/bullet-points-numbered-lists
+ - title: Fonts for letter templates
+ url:
+ current: true
+ - title: Headings
+ url: /using-nhs-notify/headings
+ - title: Paragraphs, line breaks, and horizontal lines
+ url: /using-nhs-notify/paragraphs
+
+previous_page:
+ title: Bullet points and numbered lists
+ url: /using-nhs-notify/bullet-points-numbered-lists
+next_page:
+ title: Headings
+ url: /using-nhs-notify/headings
+published: true
+---
+
+The font size for standard letters is 12 points. The font size for large print is 16 points.
+
+NHS Notify prints letters in the font Noto Sans.
+
+## Download your font
+
+You must download and use Noto Sans as the font for all of your letters, including letters in other languages. If you’re sending letters in other languages that use different character sets, download Noto Sans in those languages.
+
+Go to Noto Sans on Google Fonts and choose the languages you need by selecting **Get font**. Then select **Download all** to download Noto Sans to your device as a zip file.
+
+Noto Sans is a free font.
+
+{% include components/details.html
+heading='Downloading Noto Sans for Windows'
+text='
+
+1. Right click the zip file and select **Extract all**.
+2. Open the file. Open each folder. Select all of the TrueType font files, right click and select **Install**.
+3. If the folder contains a sub-folder called **static**, open this.
+4. Select all of the TrueType font files in this folder. Right click and select **Install**.
+ '
+ %}
+
+{% include components/details.html
+heading='Downloading Noto Sans for Mac'
+text='
+Follow the install fonts guidance. Make sure you install the static fonts.
+
+Read Google’s guidance on installing fonts for more information.'
+%}
diff --git a/docs/pages/using-nhs-notify/(draft)formatting-new/(draft)formatting-headings.md b/docs/pages/using-nhs-notify/(draft)formatting-new/(draft)formatting-headings.md
new file mode 100644
index 0000000..46a07d1
--- /dev/null
+++ b/docs/pages/using-nhs-notify/(draft)formatting-new/(draft)formatting-headings.md
@@ -0,0 +1,66 @@
+---
+layout: mini-hub
+title: Headings
+nav_order: 5
+permalink: /using-nhs-notify/headings
+mini_hub_topic: Formatting
+mini_hub_pages:
+ - title: Overview
+ url: /using-nhs-notify/formatting/overview
+ - title: Bold text
+ url: /using-nhs-notify/formatting/bold-text
+ - title: Bullet points and numbered lists
+ url: /using-nhs-notify/bullet-points-numbered-lists
+ - title: Fonts for letter templates
+ url: /using-nhs-notify/letter-fonts
+ - title: Headings
+ url:
+ current: true
+ - title: Paragraphs, line breaks, and horizontal lines
+ url: /using-nhs-notify/paragraphs
+
+previous_page:
+ title: Fonts for letter templates
+ url: /using-nhs-notify/letter-fonts
+next_page:
+ title: Paragraphs, line breaks, and horizontal lines
+ url: /using-nhs-notify/paragraphs
+published: true
+---
+
+You can add headings to:
+
+- NHS App messages
+- emails
+- letters
+
+Use headings to tell recipients what your message is about, break up content, and help recipients find what they need. In letters, you can use headings to summarise what your letter is about.
+
+Headings are in bold. They are not in italics or underlined.
+
+{% include components/inset-text.html
+text='Find out more about using headings in the NHS Digital service manual.'
+classes='nhsuk-u-margin-top-2'
+%}
+
+## Add a main heading
+
+To add headings to NHS App messages and emails, use one hash symbol followed by a space. For example:
+
+{% include components/inset-text.html
+ text='`# This is a heading`'
+ classes='nhsuk-u-margin-top-2'
+%}
+
+To add a heading to letters, use the style **Heading 2**, NHS letter heading in the template.
+
+## Add a subheading
+
+Use subheadings to break up the rest of your content. Your first subheading must come after a heading.
+
+{% include components/inset-text.html
+ text='`## This is a subheading`'
+ classes='nhsuk-u-margin-top-2'
+%}
+
+To add subheadings to NHS App messages and emails, use 2 hash symbols followed by a space. For example:
diff --git a/docs/pages/using-nhs-notify/(draft)formatting-new/(draft)formatting-overview copy.md b/docs/pages/using-nhs-notify/(draft)formatting-new/(draft)formatting-overview copy.md
new file mode 100644
index 0000000..c638245
--- /dev/null
+++ b/docs/pages/using-nhs-notify/(draft)formatting-new/(draft)formatting-overview copy.md
@@ -0,0 +1,110 @@
+---
+layout: mini-hub
+title: Overview
+nav_order: 1
+permalink: /using-nhs-notify/formatting/overview
+mini_hub_topic: Formatting
+mini_hub_pages:
+ - title: Overview
+ url:
+ current: true
+ - title: Bold text
+ url: /using-nhs-notify/formatting/bold-text
+ - title: Bullet points and numbered lists
+ url: /using-nhs-notify/bullet-points-numbered-lists
+ - title: Fonts for letter templates
+ url: /using-nhs-notify/letter-fonts
+ - title: Headings
+ url: /using-nhs-notify/headings
+ - title: Paragraphs, line breaks, and horizontal lines
+ url: /using-nhs-notify/paragraphs
+
+previous_page:
+
+next_page:
+ title: Bold text
+ url: /using-nhs-notify/formatting/bold-text
+published: true
+---
+
+NHS Notify uses Markdown to format message content in NHS App message and email templates.
+
+This guidance explains how to use Markdown to format NHS App message and email templates. You can also read formatting instructions while you’re editing a template:
+
+1. Go to the **Templates** page.
+2. Choose an existing template or select **Create template**.
+3. Formatting guidance will be available to the right of your template.
+
+## Formatting letters
+
+You do not need to use Markdown to format letter templates.
+
+To format a letter template:
+
+1. Download a blank Word letter template.
+2. Add your formatting.
+3. Upload your letter.
+
+## Formats supported by message channels
+
+
+
+
+
+
+
+
+
+
+
+ NHS App
Email
Letter
+ |
+
+ Bold text
+ |
+
+
+
+ NHS App
Email
Letter
+ |
+
+ Bullet points
+ |
+
+
+
+ NHS App
Email
Letter
+ |
+
+ Numbered lists
+ |
+
+
+ NHS App
Email
Letter
+ |
+
+ Headings
+ |
+
+ NHS App
Email
Letter
+ |
+
+ Paragraphs
+ |
+
+ NHS App
Email
+ |
+
+ Line breaks
+ |
+ |
+ Email
+ |
+
+ Horizontal lines
+ |
+
diff --git a/docs/pages/using-nhs-notify/(draft)formatting-new/(draft)formatting-paragraphs.md b/docs/pages/using-nhs-notify/(draft)formatting-new/(draft)formatting-paragraphs.md
new file mode 100644
index 0000000..840a79c
--- /dev/null
+++ b/docs/pages/using-nhs-notify/(draft)formatting-new/(draft)formatting-paragraphs.md
@@ -0,0 +1,82 @@
+---
+layout: mini-hub
+title: Paragraphs, line breaks, and horizontal lines
+nav_order: 6
+permalink: /using-nhs-notify/paragraphs
+mini_hub_topic: Formatting
+mini_hub_pages:
+ - title: Overview
+ url: /using-nhs-notify/formatting/overview
+ - title: Bold text
+ url: /using-nhs-notify/formatting/bold-text
+ - title: Bullet points and numbered lists
+ url: /using-nhs-notify/bullet-points-numbered-lists
+ - title: Fonts for letter templates
+ url: /using-nhs-notify/letter-fonts
+ - title: Headings
+ url: /using-nhs-notify/headings
+ - title: Paragraphs, line breaks, and horizontal lines
+ url:
+ current: true
+
+previous_page:
+ title: Headings
+ url: /using-nhs-notify/headings
+next_page:
+
+published: true
+---
+
+You can add paragraphs and line breaks to:
+
+- NHS App messages
+- emails
+- letters
+
+You can add horizontal lines to emails, to create separate sections.
+
+{% include components/inset-text.html
+text='Find out more about writing NHS messages (NHS Digital service manual).'
+classes='nhsuk-u-margin-top-2'
+%}
+
+## Add a paragraph
+
+To add a paragraph to NHS App messages or emails, use a blank line between each paragraph. For example:
+
+{% include components/inset-text.html
+ text='`line 1`
`line 2`
`line 3`'
+ classes='nhsuk-u-margin-top-2'
+%}
+
+To add paragraphs to letters, use the style Normal in the template for body text.
+
+Paragraphs can be split across 2 pages. If you do not want a paragraph to run over different pages, add a page break in Microsoft Word before the paragraph:
+
+1. Select **Insert**
+2. Select **Pages**
+3. Select **Page break**
+
+## Add a line break
+
+To add line breaks to NHS App messages or emails, use 2 spaces at the end of each line. Copy this example to add line breaks to NHS App messages and emails:
+
+{% include components/inset-text.html
+ text='`line 1`
`line 2`
`line 3`'
+ classes='nhsuk-u-margin-top-2'
+%}
+
+## Add a horizontal line
+
+Use a horizontal line to create separate sections in emails.
+
+To add a horizontal line between 2 paragraphs, use 3 dashes. Leave one empty line space after the first paragraph. For example:
+
+{% include components/inset-text.html
+text='`First paragraph`
+
+`---`
+
+`Second paragraph`'
+classes='nhsuk-u-margin-top-2'
+%}