diff --git a/app/main/views/index.py b/app/main/views/index.py
index a910963e6..944650e57 100644
--- a/app/main/views/index.py
+++ b/app/main/views/index.py
@@ -16,7 +16,11 @@ from app import email_branding_client, letter_branding_client, status_api_client
 from app.main import main
 from app.main.forms import FieldWithNoneOption, SearchByNameForm
 from app.main.views.feedback import QUESTION_TICKET_TYPE
-from app.main.views.sub_navigation_dictionaries import features_nav, pricing_nav
+from app.main.views.sub_navigation_dictionaries import (
+    features_nav,
+    pricing_nav,
+    using_notify_nav,
+)
 from app.utils import get_logo_cdn_domain, user_is_logged_in
 
 
@@ -90,6 +94,7 @@ def how_to_pay():
 
 
 @main.route('/delivery-and-failure')
+@main.route('/features/messages-status')
 def delivery_and_failure():
     return redirect(url_for('.message_status'), 301)
 
@@ -218,7 +223,10 @@ def letter_template():
 
 @main.route('/documentation')
 def documentation():
-    return render_template('views/documentation.html')
+    return render_template(
+        'views/documentation.html',
+        navigation_links=using_notify_nav(),
+    )
 
 
 @main.route('/integration-testing')
@@ -297,31 +305,86 @@ def using_notify():
     ), 410
 
 
-@main.route('/features/messages-status')
+@main.route('/using-notify/delivery-status')
 def message_status():
     return render_template(
         'views/message-status.html',
-        navigation_links=features_nav()
+        navigation_links=using_notify_nav(),
     )
 
 
 @main.route('/features/get-started')
+def get_started_old():
+    return redirect(url_for('.get_started'), 301)
+
+
+@main.route('/using-notify/get-started')
 def get_started():
     return render_template(
-        'views/get-started.html'
+        'views/get-started.html',
+        navigation_links=using_notify_nav(),
     )
 
 
 @main.route('/trial-mode')
+@main.route('/features/trial-mode')
 def trial_mode():
     return redirect(url_for('.trial_mode_new'), 301)
 
 
-@main.route('/features/trial-mode')
+@main.route('/using-notify/trial-mode')
 def trial_mode_new():
     return render_template(
         'views/trial-mode.html',
-        navigation_links=features_nav()
+        navigation_links=using_notify_nav(),
+    )
+
+
+@main.route('/using-notify/guidance')
+def guidance_index():
+    return render_template(
+        'views/guidance/index.html',
+        navigation_links=using_notify_nav(),
+    )
+
+
+@main.route('/using-notify/guidance/branding-and-customisation')
+def branding_and_customisation():
+    return render_template(
+        'views/guidance/branding-and-customisation.html',
+        navigation_links=using_notify_nav(),
+    )
+
+
+@main.route('/using-notify/guidance/create-and-send-messages')
+def create_and_send_messages():
+    return render_template(
+        'views/guidance/create-and-send-messages.html',
+        navigation_links=using_notify_nav(),
+    )
+
+
+@main.route('/using-notify/guidance/edit-and-format-messages')
+def edit_and_format_messages():
+    return render_template(
+        'views/guidance/edit-and-format-messages.html',
+        navigation_links=using_notify_nav(),
+    )
+
+
+@main.route('/using-notify/guidance/send-files-by-email')
+def send_files_by_email():
+    return render_template(
+        'views/guidance/send-files-by-email.html',
+        navigation_links=using_notify_nav(),
+    )
+
+
+@main.route('/using-notify/guidance/upload-a-letter')
+def upload_a_letter():
+    return render_template(
+        'views/guidance/upload-a-letter.html',
+        navigation_links=using_notify_nav(),
     )
 
 
diff --git a/app/main/views/sub_navigation_dictionaries.py b/app/main/views/sub_navigation_dictionaries.py
index f9683e22b..2316fd083 100644
--- a/app/main/views/sub_navigation_dictionaries.py
+++ b/app/main/views/sub_navigation_dictionaries.py
@@ -22,14 +22,6 @@ def features_nav():
             "name": "Roadmap",
             "link": "main.roadmap",
         },
-        {
-            "name": "Trial mode",
-            "link": "main.trial_mode_new",
-        },
-        {
-            "name": "Message status",
-            "link": "main.message_status",
-        },
         {
             "name": "Security",
             "link": "main.security",
@@ -52,3 +44,42 @@ def pricing_nav():
             "link": "main.how_to_pay",
         },
     ]
+
+
+def using_notify_nav():
+    return [
+        {
+            "name": "Get started",
+            "link": "main.get_started",
+        },
+        {
+            "name": "Trial mode",
+            "link": "main.trial_mode_new",
+        },
+        {
+            "name": "Delivery status",
+            "link": "main.message_status",
+        },
+        {
+            "name": "Guidance",
+            "link": "main.guidance_index",
+            "sub_navigation_items": [
+                {
+                    "name": "Formatting",
+                    "link": "main.edit_and_format_messages",
+                },
+                {
+                    "name": "Branding",
+                    "link": "main.branding_and_customisation",
+                },
+                {
+                    "name": "Send files by email",
+                    "link": "main.send_files_by_email",
+                },
+            ]
+        },
+        {
+            "name": "API documentation",
+            "link": "main.documentation",
+        },
+    ]
diff --git a/app/navigation.py b/app/navigation.py
index 3c4c21661..20f724266 100644
--- a/app/navigation.py
+++ b/app/navigation.py
@@ -196,7 +196,14 @@ class HeaderNavigation(Navigation):
         'get_example_csv',
         'get_notifications_as_json',
         'get_started',
+        'get_started_old',
         'go_to_dashboard_after_tour',
+        'guidance_index',
+        'branding_and_customisation',
+        'create_and_send_messages',
+        'edit_and_format_messages',
+        'send_files_by_email',
+        'upload_a_letter',
         'history',
         'inbound_sms_admin',
         'inbox',
@@ -517,7 +524,14 @@ class MainNavigation(Navigation):
         'get_example_csv',
         'get_notifications_as_json',
         'get_started',
+        'get_started_old',
         'go_to_dashboard_after_tour',
+        'guidance_index',
+        'branding_and_customisation',
+        'create_and_send_messages',
+        'edit_and_format_messages',
+        'send_files_by_email',
+        'upload_a_letter',
         'history',
         'how_to_pay',
         'inbound_sms_admin',
@@ -748,7 +762,14 @@ class CaseworkNavigation(Navigation):
         'get_example_csv',
         'get_notifications_as_json',
         'get_started',
+        'get_started_old',
         'go_to_dashboard_after_tour',
+        'guidance_index',
+        'branding_and_customisation',
+        'create_and_send_messages',
+        'edit_and_format_messages',
+        'send_files_by_email',
+        'upload_a_letter',
         'history',
         'how_to_pay',
         'inbound_sms_admin',
@@ -1035,7 +1056,14 @@ class OrgNavigation(Navigation):
         'get_example_csv',
         'get_notifications_as_json',
         'get_started',
+        'get_started_old',
         'go_to_dashboard_after_tour',
+        'guidance_index',
+        'branding_and_customisation',
+        'create_and_send_messages',
+        'edit_and_format_messages',
+        'send_files_by_email',
+        'upload_a_letter',
         'history',
         'how_to_pay',
         'inbound_sms_admin',
diff --git a/app/templates/admin_template.html b/app/templates/admin_template.html
index d0837ea51..91eec3123 100644
--- a/app/templates/admin_template.html
+++ b/app/templates/admin_template.html
@@ -223,7 +223,11 @@
           },
           {
             "href": url_for("main.message_status"),
-            "text": "Message status"
+            "text": "Delivery status"
+          },
+          {
+            "href": url_for("main.guidance_index"),
+            "text": "Guidance"
           },
           {
             "href": url_for("main.documentation"),
diff --git a/app/templates/views/features.html b/app/templates/views/features.html
index 1ff8bf309..a0cdf2be3 100644
--- a/app/templates/views/features.html
+++ b/app/templates/views/features.html
@@ -27,7 +27,7 @@
 
 <h2 class="heading-medium" id="personalised-messages">Personalised content</h2>
 <p>Notify makes it easy to send personalised messages from a single template.</p>
-<p>If you want to include personalised content in your message, you can add a placeholder. Placeholders are filled in with details, like a name or reference number, each time you send a message. You can do this manually or upload a list of personal details and let Notify do it for you.</p>
+<p>See <a href="{{ url_for('.edit_and_format_messages', _anchor='personalised-content') }}">how to personalise your content</a>.</p>
 
 <h2 class="heading-medium" id="bulk-sending">Bulk sending</h2>
 <p>To send a batch of messages at once, upload a list of contact details to Notify. If you’re sending emails and text messages, you can also schedule the date and time you want them to be sent.</p>
@@ -38,7 +38,7 @@
 
 <h2 class="heading-medium" id="reporting">Reporting</h2>
 <p>Notify’s real-time dashboard lets you see the number of messages sent. You can also check the current status of any message to see when it was delivered.</p>
-<p>Read more about how <a href="{{ url_for('main.message_status') }}">message status</a> works.</p>
+<p>Read more about the <a href="{{ url_for('main.message_status') }}">delivery status</a> of your messages.</p>
 
 <h2 class="heading-medium" id="permissions">Permissions</h2>
 <p>Control which members of your team can see, create, edit and send messages.</p>
diff --git a/app/templates/views/features/emails.html b/app/templates/views/features/emails.html
index 62a9317a5..f9ddc5693 100644
--- a/app/templates/views/features/emails.html
+++ b/app/templates/views/features/emails.html
@@ -24,7 +24,7 @@
 
   <h3 class="heading heading-small" id="branding">Email branding</h3>
   <p>Add your organisation’s logo and brand colour to email templates.</p>
-  <p>You can change your branding in your service settings.</p>
+  <p>See <a href="{{ url_for('.branding_and_customisation', _anchor='email-branding') }}">how to change your email branding</a>.</p>
 
   <h3 class="heading heading-small" id="send-files">Send files by email</h3>
   <p>Notify offers a safe and reliable way to send files by email.</p>
@@ -41,7 +41,7 @@
   <h3 class="heading heading-small" id="reply-to">Add a reply-to address</h3>
   <p>Notify lets you choose the email address that users reply to.</p>
   <p>Emails with a reply-to address seem more trustworthy and are less likely to be labelled as spam.</p>
-  <p>You can add reply-to addresses in your service settings.</p>
+  <p>See <a href="{{ url_for('.branding_and_customisation', _anchor='reply-to-address') }}">how to add a reply-to address</a>.</p>
 
   <h2 class="heading heading-medium">Pricing</h2>
   <p>It’s free to send emails through Notify.</p>
diff --git a/app/templates/views/features/letters.html b/app/templates/views/features/letters.html
index 1b498a05b..4b092e055 100644
--- a/app/templates/views/features/letters.html
+++ b/app/templates/views/features/letters.html
@@ -29,12 +29,11 @@
 
   <h3 class="heading-small" id="branding">Branding</h3>
   <p>Add your organisation’s logo to your letter templates.</p>
-  <p>You can change your branding in your service settings.</p>
+  <p>See <a href="{{ url_for('.branding_and_customisation', _anchor='letter-branding') }}">how to change your letter branding</a>.</p>
 
   <h3 class="heading heading-small" id="upload-letters">Upload your own letters</h3>
   <p>You can create reusable letter templates in Notify, or upload and send your own letters with the Notify API.</p>
-  <p>Use the <a href="{{ url_for('.letter_spec') }}">letter specification document</a> to help you set up your letter, save it as a PDF, then upload it to Notify.<p>
-  <p>Read our <a href="{{ url_for('.documentation') }}">API documentation</a> for more information.</p>
+  <p>Read our <a href="{{ url_for('.documentation') }}">documentation</a>.</p>
 
   <h2 class="heading heading-medium">Pricing</h2>
   <p>It costs between 30p and 76p (plus VAT) to send a letter. Prices include:</p>
diff --git a/app/templates/views/features/text-messages.html b/app/templates/views/features/text-messages.html
index 530e95305..270e192f5 100644
--- a/app/templates/views/features/text-messages.html
+++ b/app/templates/views/features/text-messages.html
@@ -28,7 +28,7 @@
 
   <h3 class="heading heading-small" id="sender">Show people who your texts are from</h3>
   <p>When you send a text message with Notify, the sender name tells people who it's from.</p>
-  <p>You can change the text message sender name from the default of ‘GOVUK’ in your service settings.</p>
+  <p>See <a href="{{ url_for('.branding_and_customisation', _anchor='text-message-sender') }}">how to change the text message sender</a>.</p>
 
   <h2 class="heading heading-medium">Pricing<h2>
     <p>Each service you add has a free annual allowance. After that it costs 1.58 pence (plus VAT) to send a text to a UK number.</p>
diff --git a/app/templates/views/get-started.html b/app/templates/views/get-started.html
index 415fdb700..67056a69b 100644
--- a/app/templates/views/get-started.html
+++ b/app/templates/views/get-started.html
@@ -43,12 +43,7 @@
 
   <li class="get-started-list__item">
     <h2 class="get-started-list__heading">Write some messages</h2>
-    <p>Add <a href="{{ url_for('main.features', _anchor='templates') }}">message templates</a> with examples of the content you plan to send.<!-- You do not need to add letter templates if you’re planning to <a href="{{ url_for('main.features_letters', _anchor='upload-letters') }}">upload your own letters</a>.--></p>
-    <p>The GOV.UK Service Manual has advice on:</p>
-    <ul class="list list-bullet">
-      <li><a href="https://www.gov.uk/service-manual/design/sending-emails-and-text-messages#how-to-write-emails-and-text-messages">how to write emails and text messages</a></li>
-      <li><a href="https://www.gov.uk/service-manual/design/writing-effective-letters">writing effective letters</a></li>
-    </ul>
+    <p>Add <a href="{{ url_for('main.features', _anchor='templates') }}">message templates</a> with examples of the content you plan to send. You can use our <a href="{{ url_for('main.guidance_index') }}">guidance</a> to help you.</p>
   </li>
 
   <li class="get-started-list__item">
@@ -71,11 +66,11 @@
   <li class="get-started-list__item">
     <h2 class="get-started-list__heading">Start sending messages</h2>
     {% if not current_user.is_authenticated or not current_service %}
-    <p>When you’re ready to send messages to people outside your team, go to the Settings page and request to go live. We’ll approve your request within one working day.</p>
+    <p>When you’re ready to send messages to people outside your team, go to the <b class="govuk-!-font-weight-bold">Settings</b> page and select <b class="govuk-!-font-weight-bold">Request to go live</b>. We’ll approve your request within one working day.</p>
     {% else %}
     <p>You should <a href="{{ url_for('.request_to_go_live', service_id=current_service.id) }}">request to go live</a> when you’re ready to send messages to people outside your team. We’ll approve your request within one working day.</p>
     {% endif %}
-    <p>Check <a href="{{ url_for('main.how_to_pay') }}">how to pay</a> if you're planning to send letters or exceed the <a href="{{ url_for('.pricing') }}">free text message allowance</a>.</p>
+    <p>Check <a href="{{ url_for('main.how_to_pay') }}">how to pay</a> if you’re planning to send letters or exceed the <a href="{{ url_for('.pricing') }}">free text message allowance</a>.</p>
   </li>
 
 </ol>
diff --git a/app/templates/views/guidance/branding-and-customisation.html b/app/templates/views/guidance/branding-and-customisation.html
new file mode 100644
index 000000000..1f22ce366
--- /dev/null
+++ b/app/templates/views/guidance/branding-and-customisation.html
@@ -0,0 +1,72 @@
+{% extends "content_template.html" %}
+{% from "components/table.html" import mapping_table, row, text_field, edit_field, field with context %}
+{% from "components/sub-navigation.html" import sub_navigation %}
+
+{% block per_page_title %}
+  Branding and customisation
+{% endblock %}
+
+{% block content_column_content %}
+
+  <h1 class="heading-large">Branding and customisation</h1>
+  
+  <p>This page explains how to:</p>
+  
+  <ul class="list list-bullet">
+    <li><a href="#email-branding">change your email branding</a></li>
+    <li><a href="#reply-to-address">add a reply-to email address</a></li>
+    <li><a href="#text-message-sender">change the text message sender</a></li>
+    <li><a href="#letter-branding">change your letter branding</a></li>
+  </ul>
+  
+  <h2 class="heading-medium" id="email-branding">Change your email branding</h2>
+
+  <p>The default branding for email templates is the GOV.UK logo.</p>
+  
+  <p>To change your email branding:</p>
+
+  <ol class="list list-number">
+    <li><a href="{{ url_for('.sign_in') }}">Sign in to Notify</a>.</li>
+    <li>Go to the <b class="govuk-!-font-weight-bold">Settings</b> page.</li>
+    <li>In the <b class="govuk-!-font-weight-bold">Email settings</b> section, select <b class="govuk-!-font-weight-bold">Change</b> on the <b class="govuk-!-font-weight-bold">Email branding</b> row.</li>
+  </ol>
+
+  <h2 class="heading-medium" id="reply-to-address">Add a reply-to email address</h2>
+  
+  <p>You can choose the email address that your users reply to. You must add at least one reply-to address for your service before you can <a href="{{ url_for('main.trial_mode_new') }}">request to go live</a>.</p>
+
+  <p>To add a reply-to email address:</p>
+
+  <ol class="list list-number">
+    <li><a href="{{ url_for('.sign_in') }}">Sign in to Notify</a>.</li>
+    <li>Go to the <b class="govuk-!-font-weight-bold">Settings</b> page.</li>
+    <li>In the <b class="govuk-!-font-weight-bold">Email settings</b> section, select <b class="govuk-!-font-weight-bold">Manage</b> on the <b class="govuk-!-font-weight-bold">Reply-to email addresses</b> row.</li>
+    <li>Select <b class="govuk-!-font-weight-bold">Add reply-to address</b>.</li>
+  </ol>
+  
+  <h2 class="heading-medium" id="text-message-sender">Change the text message sender</h2>
+  
+  <p>The text message sender tells your users who the message is from.</p>
+
+  <p>To change the text message sender from the default of ‘GOVUK’:</p>
+  
+  <ol class="list list-number">
+    <li><a href="{{ url_for('.sign_in') }}">Sign in to Notify</a>.</li>
+    <li>Go to the <b class="govuk-!-font-weight-bold">Settings</b> page.</li>
+    <li>In the <b class="govuk-!-font-weight-bold">Text message settings</b> section, select <b class="govuk-!-font-weight-bold">Manage</b> on the <b class="govuk-!-font-weight-bold">Text message senders</b> row.</li>
+    <li>Select <b class="govuk-!-font-weight-bold">Change</b> or <b class="govuk-!-font-weight-bold">Add text message sender</b>.</li>
+</ol>
+
+  <h2 class="heading-medium" id="letter-branding">Change your letter branding</h2>
+  
+  <p>Letter templates do not have default branding.</p>
+    
+  <p>To add a logo to your letters:</p>
+  
+  <ol class="list list-number">
+    <li><a href="{{ url_for('.sign_in') }}">Sign in to Notify</a>.</li>
+    <li>Go to the <b class="govuk-!-font-weight-bold">Settings</b> page.</li>
+    <li>In the <b class="govuk-!-font-weight-bold">Letter settings</b> section, select <b class="govuk-!-font-weight-bold">Change</b> on the <b class="govuk-!-font-weight-bold">Letter branding</b> row.</li>
+  </ol>
+
+{% endblock %}
diff --git a/app/templates/views/guidance/create-and-send-messages.html b/app/templates/views/guidance/create-and-send-messages.html
new file mode 100644
index 000000000..2fc567a6d
--- /dev/null
+++ b/app/templates/views/guidance/create-and-send-messages.html
@@ -0,0 +1,24 @@
+{% extends "content_template.html" %}
+{% from "components/table.html" import mapping_table, row, text_field, edit_field, field with context %}
+{% from "components/sub-navigation.html" import sub_navigation %}
+
+{% block per_page_title %}
+  Send messages
+{% endblock %}
+
+{% block content_column_content %}
+
+  <h1 class="heading-large">Send messages</h1>
+  
+  <p><a href="{{ url_for('main.register') }}">Create an account</a> to see a short tutorial explaining how to create and send messages.</p>
+  
+  <h2 class="heading-medium" id="bulk-sending">Bulk sending</h2>
+
+  <p>To send a batch of messages at once:</p>
+  <ol class="list list-number">
+    <li><a href="{{ url_for('.sign_in') }}">Sign in to Notify</a>.</li>
+    <li>Go to the <b class="govuk-!-font-weight-bold">Templates</b> page and choose an existing template.</li>
+    <li>Select <b class="govuk-!-font-weight-bold">Send</b>.</li>
+    <li>If you’re sending emails, select <b class="govuk-!-font-weight-bold">Upload a list of email addresses</b>. If you’re sending text messages, select <b class="govuk-!-font-weight-bold">Upload a list of phone numbers</b>. If you’re sending letters, select <b class="govuk-!-font-weight-bold">Upload a list of addresses</b>.</li>
+  
+  {% endblock %}
diff --git a/app/templates/views/guidance/edit-and-format-messages.html b/app/templates/views/guidance/edit-and-format-messages.html
new file mode 100644
index 000000000..96e22b191
--- /dev/null
+++ b/app/templates/views/guidance/edit-and-format-messages.html
@@ -0,0 +1,105 @@
+{% extends "content_template.html" %}
+{% from "components/table.html" import mapping_table, row, text_field, edit_field, field with context %}
+{% from "components/sub-navigation.html" import sub_navigation %}
+
+{% block per_page_title %}
+  Edit and format messages
+{% endblock %}
+
+{% block content_column_content %}
+
+  <h1 class="heading-large">Edit and format messages</h1>
+
+  <p>This page explains how to:</p>
+  <ul class="list list-bullet">
+    <li><a href="#formatting">format your content</a></li>
+    <li><a href="#links">add links</a></li>
+    <li><a href="#personalised-content">personalise your content</a></li>
+    <li><a href="#optional-content">add optional content</a></li>
+  </ul>
+
+  <h2 class="heading-medium" id="formatting">Format your content</h2>
+
+  <p>You can see a list of formatting instructions on the edit template page:</p>
+
+  <ol class="list list-number">
+    <li><a href="{{ url_for('.sign_in') }}">Sign in to Notify</a>.</li>
+    <li>Go to the <b class="govuk-!-font-weight-bold">Templates</b> page.</li>
+    <li>Add a new template or choose an existing template and select <b class="govuk-!-font-weight-bold">Edit</b>.</li>
+  </ol>
+
+  <p>Email templates can include:</p>
+  <ul class="list list-bullet">
+    <li>headings</li>
+    <li>bullets</li>
+    <li><a href="https://design-system.service.gov.uk/components/inset-text/">inset text</a></li>
+    <li>horizontal rules</li>
+  </ul>
+
+  <p>Letter templates can include headings and bullets.</p>
+
+  <p>Notify does not allow bold, italics, subheadings, underlined text or different fonts. This is because they can make it harder for users to read what you’ve written.</p>
+
+  <h2 class="heading-medium" id="links">Add links</h2>
+
+  <p>When composing an email or text message, write URLs in full and Notify will convert them into links for you.</p>
+
+  <p>You cannot convert text into a link. Research shows that people like to check a URL looks genuine before clicking the link in an email. This is hard to do if the URL is hidden behind clickable link text.</p>
+
+  <p>We do not recommend using a third-party link shortening service because:</p>
+
+  <ul class="list list-bullet">
+    <li>your users cannot see where the link will take them</li>
+    <li>your link might stop working if there’s a service outage</li>
+    <li>you can no longer control where the redirect goes</li>
+  </ul>
+
+  <h2 class="heading-medium" id="personalised-content">Personalise your content</h2>
+
+  <p>To personalise the content of your messages, add a placeholder to the template.</p>
+
+  <p>Placeholders are filled in with details, like a name or reference number, each time you send a message.</p>
+
+  <p>To add a placeholder to the template:</p>
+
+  <ol class="list list-number">
+    <li><a href="{{ url_for('.sign_in') }}">Sign in to Notify</a>.</li>
+    <li>Go to the <b class="govuk-!-font-weight-bold">Templates</b> page.</li>
+    <li>Add a new template or choose an existing template and select <b class="govuk-!-font-weight-bold">Edit</b>.</li>
+    <li>Add a placeholder using double brackets. For example: Hello ((first&nbsp;name)), your reference is ((ref&nbsp;number)).</li>
+    <li>Select <b class="govuk-!-font-weight-bold">Save</b>.</li>
+  </ol>
+
+  <p>When you send a message you can either:</p>
+
+  <ul class="list list-bullet">
+    <li>manually fill in the placeholders yourself</li>
+    <li>upload a list of personal details and let Notify do it for you</li>
+  </ul>
+
+  <p>If you upload a list, the column names need to match the placeholders in your template.</p>
+
+  <h2 class="heading-medium" id="optional-content">Add optional content</h2>
+
+  <p>To add optional content to your emails and text messages:</p>
+
+  <ol class="list list-number">
+    <li><a href="{{ url_for('.sign_in') }}">Sign in to Notify</a>.</li>
+    <li>Go to the <b class="govuk-!-font-weight-bold">Templates</b> page.</li>
+    <li>Add a new template or choose an existing template and select <b class="govuk-!-font-weight-bold">Edit</b>.</li>
+    <li>Use double brackets and ?? to define optional content. For example, if you only want to show something to people who are under 18: ((under18??Please get your application signed by a parent or guardian.))</li>
+    <li>Select <b class="govuk-!-font-weight-bold">Save</b>.</li>
+  </ol>
+
+  <p>For each person you send this message to, specify ‘yes’ or ‘no’ to show or hide this content. You can either:</p>
+
+  <ul class="list list-bullet">
+    <li>do this yourself</li>
+    <li>upload a list of personal details and let Notify do it for you</li>
+  </ul>
+
+  <p>If you upload a list, the column names need to match the optional content in your template.</p>
+
+  <p>You cannot add optional content to a letter.</p>
+
+{% endblock %}
diff --git a/app/templates/views/guidance/index.html b/app/templates/views/guidance/index.html
new file mode 100644
index 000000000..14ba6abe4
--- /dev/null
+++ b/app/templates/views/guidance/index.html
@@ -0,0 +1,34 @@
+{% extends "content_template.html" %}
+{% from "components/table.html" import mapping_table, row, text_field, edit_field, field with context %}
+{% from "components/sub-navigation.html" import sub_navigation %}
+
+{% block per_page_title %}
+  Guidance
+{% endblock %}
+
+{% block content_column_content %}
+
+  <h1 class="heading-large">Guidance</h1>
+
+  <p>This guidance is for teams using GOV.UK Notify to send emails, text messages and letters.</p>
+
+  <p>It explains how to:</p>
+
+  <ul class="list list-bullet">
+    <li><a href="{{ url_for('.edit_and_format_messages') }}">edit and format messages</a></li>
+    <li><a href="{{ url_for('.branding_and_customisation') }}">add branding and customisation</a></li>
+    <li><a href="{{ url_for('.send_files_by_email') }}">send files by email</a></li>
+  </ul>
+
+  <h2 class="heading-medium">More information</h2>
+
+  <p>The GOV.UK Service Manual has advice on:</p>
+
+  <ul class="list list-bullet">
+    <li><a href="https://www.gov.uk/service-manual/design/sending-emails-and-text-messages">planning and writing text messages and emails</a></li>
+    <li><a href="https://www.gov.uk/service-manual/design/writing-effective-letters">writing effective letters</a></li>
+    <li><a href="https://www.gov.uk/service-manual/technology/how-to-email-your-users">sending emails from your service domain</a></li>
+    <li><a href="https://www.gov.uk/service-manual/technology/sending-text-messages-securely">sending text messages securely</a></li>
+  </ul>
+
+{% endblock %}
diff --git a/app/templates/views/guidance/send-files-by-email.html b/app/templates/views/guidance/send-files-by-email.html
new file mode 100644
index 000000000..329eb24b9
--- /dev/null
+++ b/app/templates/views/guidance/send-files-by-email.html
@@ -0,0 +1,18 @@
+{% extends "content_template.html" %}
+{% from "components/table.html" import mapping_table, row, text_field, edit_field, field with context %}
+{% from "components/sub-navigation.html" import sub_navigation %}
+
+{% block per_page_title %}
+  Send files by email
+{% endblock %}
+
+{% block content_column_content %}
+
+  <h1 class="heading-large">Send files by email</h1>
+  
+  <p><a href="{{ url_for('.support') }}">Contact us</a> if you want to send files by email.</p>
+
+  <p>Then follow the instructions to send a file by email in our <a href="{{ url_for('.documentation') }}">API documentation</a>.</p>
+  
+{% endblock %}
+  
diff --git a/app/templates/views/guidance/upload-a-letter.html b/app/templates/views/guidance/upload-a-letter.html
new file mode 100644
index 000000000..1e7921fd7
--- /dev/null
+++ b/app/templates/views/guidance/upload-a-letter.html
@@ -0,0 +1,28 @@
+{% extends "content_template.html" %}
+{% from "components/table.html" import mapping_table, row, text_field, edit_field, field with context %}
+{% from "components/sub-navigation.html" import sub_navigation %}
+
+{% block per_page_title %}
+  Upload a letter
+{% endblock %}
+
+{% block content_column_content %}
+
+  <h1 class="heading-large">Upload a letter</h1>
+  
+  <p>You can upload and send your own letters instead of creating a reusable letter template.</p>
+  
+  <p>To upload and send a letter from a PDF file:</p>
+  
+  <ol class="list list-number">
+    <li><a href="{{ url_for('.sign_in') }}">Sign in to Notify</a>.</li>
+    <li>Go to the <b class="govuk-!-font-weight-bold">Uploads</b> page.</li>
+    <li>Select <b class="govuk-!-font-weight-bold">Upload a letter</b>.</li>
+    <li>Select <b class="govuk-!-font-weight-bold">Choose file</b>.</li>
+  </ol>
+
+  <p>Use the <a href="{{ url_for('.letter_spec') }}">letter specification document</a> to help you set up your letter.<p>
+
+
+
+{% endblock %}
diff --git a/app/templates/views/message-status.html b/app/templates/views/message-status.html
index a04171210..fc322b3fd 100644
--- a/app/templates/views/message-status.html
+++ b/app/templates/views/message-status.html
@@ -2,29 +2,18 @@
 {% from "components/table.html" import mapping_table, row, text_field %}
 
 {% block per_page_title %}
-  Message status
+  Delivery status
 {% endblock %}
 
 {% block content_column_content %}
 
-  <h1 class="heading-large">Message status</h1>
+  <h1 class="heading-large">Delivery status</h1>
 
-  <p>When you send a message using GOV.UK Notify, it moves through different states.</p>
-  <p>Notify’s real-time dashboard lets you check the status of any message, to see when it was delivered. You can also use our API to check the status of your messages.</p>
+  <p>Notify’s real-time dashboard lets you check the status of any message, to see when it was delivered. This page describes the statuses you’ll see when you’re signed in to Notify.</p>
   <p>For <a href="{{ url_for("main.security") }}">security</a>, this information is only available for 7 days after a message has been sent. You can download a report, including a list of sent messages, for your own records.</p>
+  <p>If you're using the Notify API, read our <a href="{{ url_for('.documentation') }}">documentation</a> for a list of API statuses.<p>
 
-  <img
-      src="{{ asset_url('images/message-sending-flow.svg') }}"
-      alt="A picture of the sending flow of messages in Notify, showing the three states of Sending, Delivered and Failed. Also shows the next
-           steps when messages fail, deleting data and trying a new channel for permanent failures, and trying again or trying a new channel for
-           temporary failures"
-      style="width: 100%;"
-  >
-  <h2 id="messagestatus" class="heading-medium">Types of message status</h2>
-  <p>These are the types of message status you’ll see when you’re signed in to Notify.</p>
-  <p>If you’re using our API, some of the statuses you’ll see will be different. Read our <a href="{{ url_for('.documentation') }}">documentation</a> for a detailed list of API message statuses.</p>
-
-  <h3 id="email-statuses" class="heading-small">Emails</h3>
+  <h2 id="email-statuses" class="heading-medium">Emails</h2>
   <div class="bottom-gutter-3-2">
     {% call mapping_table(
       caption='Message statuses – emails',
@@ -46,8 +35,14 @@
       {% endfor %}
     {% endcall %}
   </div>
+  
+  <h3 id="spam" class="heading-small">Spam</h3>
+  <p>If an email is marked as spam, Notify receives a ‘complaint’ from the email provider. We’ll contact you if we receive a complaint about any of your emails. When this happens you should remove the recipient’s email address from your list.</p>
 
-  <h3 id="sms-statuses" class="heading-small">Text messages</h3>
+  <h3 id="open-rates" class="heading-small">Open rates and click-throughs</h3>
+  <p>Notify cannot tell you if your users open an email or click on the links you send them. We do not track open rates and click-throughs because there are privacy issues. Tracking emails without asking permission from users could breach General Data Protection Regulations (GDPR).</p>
+
+  <h2 id="sms-statuses" class="heading-medium">Text messages</h2>
   <div class="bottom-gutter-3-2">
     {% call mapping_table(
       caption='Message statuses – text messages',
@@ -71,7 +66,7 @@
     {% endcall %}
   </div>
 
-  <h3 class="heading-small">Letters</h3>
+  <h2 id="letter-statuses" class="heading-medium">Letters</h2>
   <div class="bottom-gutter-3-2">
     {% call mapping_table(
       caption='Message statuses – letters',
@@ -93,4 +88,10 @@
     {% endcall %}
   </div>
 
+  <h3 id="returned-mail" class="heading-small">Undelivered letters and returned mail</h3>
+
+  <p>Every letter we send includes our printer’s address on the back of the envelope. It’s not possible to customise the return address.</p>
+  <p>Returned mail is destroyed by our printer.</p>
+  <p>Each letter has a unique ID. Our printer sends us the ID of every letter they destroy. We’ll contact you if the IDs match any of your letters. This is a partly manual process, so it can take a few weeks.</p>
+
 {% endblock %}
diff --git a/app/templates/views/trial-mode.html b/app/templates/views/trial-mode.html
index fcd75e453..52166a0fb 100644
--- a/app/templates/views/trial-mode.html
+++ b/app/templates/views/trial-mode.html
@@ -16,15 +16,20 @@
      <li>create letter templates, but not send them</li>
    </ul>
 
-  <p>
-    To remove these restrictions, 
     {% if current_service and current_service.trial_mode %}
-     you can <a href="{{ url_for('.request_to_go_live', service_id=current_service.id) }}">request to go live</a>.
+  <p>
+    To remove these restrictions, you can <a href="{{ url_for('.request_to_go_live', service_id=current_service.id) }}">request to go live</a>.</p>
     {% else %}
-     go to the Settings page and request to go live.
-    {% endif %}
+  <p>
+    To remove these restrictions:
   </p>
-
+  <ol class="list list-number">
+    <li><a href="{{ url_for('.sign_in') }}">Sign in to Notify</a>.</li>
+    <li>Go to the <b class="govuk-!-font-weight-bold">Settings</b> page.</li>
+    <li>Select <b class="govuk-!-font-weight-bold">Request to go live</b>.</li>
+  </ol>
+    {% endif %}
+ 
   <p>Before you request to go live, you must:</p>
   <ul class="list list-bullet">
     <li>accept our data sharing and financial agreement</li>
diff --git a/tests/app/main/views/test_index.py b/tests/app/main/views/test_index.py
index 38c12b34d..3b0de3657 100644
--- a/tests/app/main/views/test_index.py
+++ b/tests/app/main/views/test_index.py
@@ -80,7 +80,10 @@ def test_robots(client):
     'cookies', 'privacy', 'pricing', 'terms', 'roadmap',
     'features', 'documentation', 'security',
     'message_status', 'features_email', 'features_sms',
-    'features_letters', 'how_to_pay', 'get_started'
+    'features_letters', 'how_to_pay', 'get_started',
+    'guidance_index', 'branding_and_customisation',
+    'create_and_send_messages', 'edit_and_format_messages',
+    'send_files_by_email', 'upload_a_letter',
 ])
 def test_static_pages(
     client_request,