Thanks John! So if I understand correctly, the g_scratchpad is only required if/when we go down the route of adding a custom field on the user table to trigger the alert. I.e. if it was based on customer name, the below taken from the onChange script should work for onLoad too?

var caller = g_form.getReference('caller_id', callback);

        function callback(caller){

                  if(caller.name == "Test Customer"){

                            g_form.showFieldMsg('caller_id','Please note this customer has a visual impairment','error');

So in terms of the g.scratchpad (and doing things properly!) we'd need a new display business rule to hold the custom field from the user table, and then we could call that in our onLoad client script? Hopefully this is kind of right!

Cheers,

Daniel