What it is
Analytics → Questions reads what customers wrote and said on every channel (website chat, texts, WhatsApp, Facebook, Instagram, email, web forms and phone calls) and shows:
- Most asked questions. Questions with similar words are grouped, with how many times each was asked, its topics and the channels it came from. Open one to see other ways customers asked it.
- Most inquired topics. How many messages mention each topic: Services (test drive, financing and payments, trade-in, oil change, service and repairs, warranty), Price & availability, and Hours & location (with appointments).
- Vehicles asked about. Models named in messages and calls, matched to your inventory and popular models.
- Trend. Questions and inquiries each day (each week for longer periods).
- Where they ask. Questions and inquiries by channel.
Use it to improve Aria's answers and your website's FAQ, and to see which vehicles and services people want.
Who can use it
- Owners on Ultra Flow, Scale Flow and Dealer Flow (the same as Advanced analytics).
- On Smart Flow the tab shows a lock card with sample numbers (never yours) and Upgrade.
How to use it
- Open Analytics and select the Questions tab (or select See every channel in Questions on the Advanced tab).
- Choose the period at the top right: the last 7, 30 or 90 days, the last 12 months, or Custom dates.
- Read the top questions. Select one to see other ways it was asked.
- Check the topics and vehicles, then the trend and the channels.
What the data means
- Privacy: names (including the customer's own name), phone numbers, emails, links, street addresses, VINs and long numbers are hidden and shown as [name], [phone], [email] and so on. Prices and model years stay.
- A question is a sentence ending in "?" or starting like a question ("Do you…", "What…", "¿Cuánto…").
- An inquiry is a message or call summary that mentions at least one topic or vehicle. One message can count for several topics.
- Calls count Aria's call summaries (for topics) and the caller's own questions when transcripts are on.
- Grouping uses rules, not AI: it costs no credits and the same messages always give the same groups.
- Test conversations from Aria Lab are never counted. A very busy period counts the newest 4,000 messages.
Possible issues and fixes
The tab shows a lock card
Symptom: Analytics → Questions shows sample numbers and Upgrade.
Why: Questions is part of Ultra Flow, Scale Flow and Dealer Flow.
Fix: Select Upgrade and choose one of those plans, or ask your QualiFlow contact.
How to check: The tab shows your own questions and the period picker.
A vehicle is missing
Symptom: Customers ask about a model that isn't listed.
Why: Models are matched to your inventory and a list of popular models; a common word (like "Escape") counts only with the make, a year or a capital letter.
Fix: Add the vehicle to Inventory with its make and model.
How to check: The model appears under Vehicles asked about for the next period you open.
