What it is
While Aria talks with a customer she writes a short internal note for your team at the key moments, for example: "Luis is booked for a test drive of the 2024 BMW X6 on Tuesday, October 20 at 3:00 PM. Phone saved. Asked about finance — team to follow up."
The notes are only for your team. They are never sent to the customer on any channel and do not count as messages.
How to use it
- Open Inbox and choose a conversation. Aria's notes sit in the timeline in the internal note style, marked Internal note · Aria with her picture and the line "Internal · never customer-facing".
- Read the note before you reply or call: it says in one line what happened and what the team needs to do.
- Open the contact's Notes tab (Internal notes). The same note is there with Aria as the author. Select Open conversation under it to go to the conversation it came from.
What the data means
Aria writes a note when she hands the conversation to your team, when a booking is requested or booked, when the customer gives a phone number or email, mentions a trade-in, asks about a discount or finance, complains, and when she decides on the lead.
Each note is written from what was actually recorded in the conversation (the booking, the saved phone or email, the hand-off), never from a guess. The same fact is not repeated in a second note.
These are different from an Aria note on a contact, which is your team's instruction for Aria to reach out to the customer.
Possible issues and fixes
Aria didn't write a note in a conversation
Symptom: A booking or hand-off happened, but there is no Internal note · Aria in the timeline.
Why: Aria writes no notes while she is paused in that conversation, while the workspace is suspended, or in Demo. She also writes no second note for a fact she already noted.
Fix: Choose Hand back to Aria if the conversation is paused and you want Aria to carry on. Otherwise add your own note with Internal note in the composer.
How to check: Aria's next note appears in the timeline at the next key moment.
