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When Should I Use Denial Reasons?
Use Denial Reasons when you need to:
Standardize and clearly communicate why an application was not approved
Support the notification process for denied applications
Document appeal decisions (whether upheld or overturned)
Support reporting with consistent denial reason labels and content
Deliver denial reason messages in multiple languages and through Email, SMS, or Voice
Step-by-Step Instructions
Open the Denial Reasons screen.
Click New.
In Title, type the name for your denial reason. This is the label you’ll see when you change an application’s status to Denied.
In SMS/Voice Content, input your denial reason text.
In Email Content, input your denial reason text.
Under Select Language, confirm the language. By default, the language is set to English.
To add another language, click Add language.
Click SAVE.
Common Mistakes to Avoid
Using unclear Titles. The Title is the label you’ll see when you change an application’s status to Denied, so vague titles can make it harder to pick the right reason during status changes.
Forgetting to add languages. Denial Reasons can be delivered in multiple languages; if you need another language, you must click Add language before saving.
Deleting a Denial Reason by mistake. The Delete action “Permanently remove[s] the notification.” Only delete when you are sure it should be removed.
Best Practices for FORWARD Direct Users
Use a shared template for denial reasons. The guide recommends creating denial reasons using a shared template so content is easier to edit across the organization and easier to copy and paste into the Notification.
Plan for channel-specific content. Denial Reasons include separate fields for SMS/Voice Content and Email Content, so make sure both are completed as needed before you click SAVE.
Add multilingual versions during setup. The guide notes English is the default language and you can add more languages using Add language—do this while you’re creating the Denial Reason to avoid rework later.
FAQ
What are Denial Reasons used for?
Denial Reasons standardize and clearly communicate why an application was not approved. They also support denied-application notifications, appeal decisions, and reporting.
What channels can a Denial Reason be delivered through?
The guide states Denial Reasons can be delivered through Email, SMS, or Voice.
Can Denial Reasons be delivered in multiple languages?
Yes. The guide states each reason can be delivered in multiple languages, and the Select Language section lets you click Add language to add another language.
What does the Title do in a Denial Reason?
The Title is the label you’ll see when you change an application’s status to Denied. It helps you select the correct denial reason during status updates.
What actions are available on the Denial Reasons screen?
The Denial Reasons screen includes Edit (modify the existing notification) and Delete (permanently remove the notification).