What it is
When a customer asks to be called ("call me", "can someone call me?", "call me tomorrow at 3"), Aria sets the call up herself instead of only passing the request on. She still answers the rest of their message, for example a stock question.
- No phone number saved yet: Aria asks for it. On Messenger, Instagram or WhatsApp she first says she can't call inside the app. She saves the number on the contact, then calls.
- Number already saved: she confirms the number she will call, shortened (for example "I'll call you now at (xxx) xxx-1234"), and never asks for it again.
- The call continues the chat: on the call Aria already knows what was said in the chat (the car, budget, questions, a booking), so the customer doesn't start over.
- Text me the details: when the customer asks on Aria's call to be texted the details or the time you agreed, Aria sends ONE text right after the call with exactly what the call recorded: the booking and its car, or the time agreed, and your address.
- Remembered later: a later chat on any channel knows about the call, its summary and the text.
How to use it
- Nothing to switch on. Aria handles "call me" on every channel while the Aria switch is on Autopilot. On Ask first the call waits for your approval on the contact's Aria notes card and in My Work → Needs attention.
- Aria places calls herself only when outbound calling by Aria is set up for your workspace and your plan includes outgoing calls (Ultra Flow and above). Otherwise she tells the customer the team will call them and adds a "Call …" task in My Work.
- After the call, open the contact: the Aria notes card shows the call and its result (answered, voicemail, no answer), and the text with the details when one was asked for.
What the data means
- "The customer asked Aria for a call (Messenger): …" on the contact's Aria notes card is the customer's own request, quoted. It is their permission for that one call.
- Calling hours: a call the customer asks for now is placed at any hour, for example at 11 PM. A time they name is kept as they asked. Your quiet hours apply only to calls and texts Aria starts on her own.
- Text after the call: the customer's request is its permission. It carries only what the call recorded, never a price or anything Aria wasn't sure of.
Possible issues and fixes
The customer asked for a call but Aria didn't call
Symptom: The customer got "I've asked our team to call you" and a "Call …" task appeared in My Work.
Why: Aria is Off, outbound calling by Aria isn't set up yet, or your plan has incoming calls only (Smart Flow).
Fix: Call the customer from My Work. To let Aria call, ask QualiFlow support to set up outbound calling, or upgrade your plan in Billing.
How to check: The next "call me" gets "I'll call you now at (***) ***-…".
Aria said she can't call them
Symptom: Aria replied that the customer asked not to be called.
Why: The contact has "don't call me" or a full opt-out saved. A new request never overrides it; the team gets a task to check with the customer.
Fix: Confirm with the customer, then update their contact preferences on the contact.
How to check: The contact's Activity shows the preference change.
No text after the call
Symptom: The customer asked to be texted the details but got no text.
Why: They opted out of texts (STOP) or asked not to be texted. Aria then emails the details when the customer may get an email from your connected mailbox; otherwise your team gets a task to send them.
Fix: Open the task in My Work and send the details yourself.
How to check: The contact's Aria notes card shows "Not texted" with the reason.
