What it is
Every message you or Aria send shows a mark beside its time, on the line with the sender's name (or at the end of the message when it follows another from the same sender). A clock means it is still on its way. A red ! with Failed, Not sent or Outcome unknown means it did not reach the customer, and the words beside the mark say why. This article matches each reason to its fix. It also covers customer messages that never reach the Inbox.
How to use it
- Open the conversation and look at the mark beside the message's time.
- If it is still a clock (Sending or Queued), wait a moment. The conversation refreshes by itself.
- If it shows Sent, it was sent. An email reply through Gmail or your own mail server shows Sent as soon as the mailbox accepts it, and never goes further; if it bounces later it changes to Failed with a short reason. Through Microsoft 365 or Outlook it shows Outcome unknown until QualiFlow confirms it was sent. Messenger and Instagram show Sent once Meta accepts it.
- If it shows Failed or Not sent, read the words beside it and find them in the tables below.
- If it shows Outcome unknown, check with the customer before sending again, so they don't get it twice.
- If Aria's reply is only a draft, look for Reply awaiting your approval: on Ask first nothing is sent until someone approves it.
- Fix the cause, then write a new reply yourself. A fixed cause does not resend the old message.
What the data means
Texts
| The words beside the mark | What to do |
|---|---|
| "texting starts after your business is approved by US carriers" | An Owner sends the business registration in Settings → Connections → SMS & calls. Call or email meanwhile |
| "no sending number is set up for this location" | An Owner checks the number is Verified and its Location is right |
| "the carrier filtered it as possible spam", "the customer's carrier blocked it" | Change the wording, or contact the customer another way |
| "the number can't receive text messages (landline or unreachable carrier)" | Check the number on the contact, or call |
Facebook, Instagram and WhatsApp
| The words beside the mark | What to do |
|---|---|
| "more than 24 hours passed since the customer's last message…" | Wait for the customer to write again. On WhatsApp an Owner can send an approved template |
| "the Meta connection needs to be reconnected…" or "…no longer accepts…" | An Owner selects Reconnect in Settings → Connections. History is kept |
| "QualiFlow stopped before handing it to Meta, so it was not sent; send it again" | Send a new reply |
| The words beside the mark | What to do |
|---|---|
| "the customer's email provider sent it back. The address may be wrong…" | Check the address on the contact, or reach them another way |
| "the mail provider refused to send it" | Check the wording and attachments, then send a new reply |
| "the mailbox no longer lets QualiFlow send email…" or "…needs to be reconnected" | An Owner reconnects the mailbox in Settings → Connections |
| "QualiFlow could not reach the mailbox's mail server, so it was not sent" | An Owner checks the mailbox's server settings in Settings → Connections |
Every channel
| The words beside the mark | What to do |
|---|---|
| "the customer replied STOP…" or "…asked not to be contacted on this channel" | Don't contact them there |
| "there is no recorded permission to message this customer" | Record permission on the contact, or ask an Owner to allow replies to inbound inquiries |
| "this address bounced or reported spam before…" | Check the address on the contact |
| "the conversation changed … before it was sent" | Normal: someone got in first. Read the thread and reply yourself if needed |
| "all sending is paused" | An Owner selects Resume sending in Settings → Go-live checklist → Safety controls |
Possible issues and fixes
My text shows Not sent
Symptom: A text you or Aria sent shows Not sent, and the conversation shows the Texts aren't sent yet chip and line.
Why: Texting waits for US carriers to approve your business registration. A connected, verified number on the Go-live checklist does not mean texts can go out yet.
Fix: An Owner selects Open business details and sends the registration in Settings → Connections → SMS & calls. Approval takes a few days, up to 3 weeks. Send the text again once it is approved.
How to check: A new text shows Sent, then Delivered.
Texts from customers never reach the Inbox
Symptom: A customer, or your own test text, never appears under the SMS chip.
Why: The number isn't Verified or is Disabled, the text went to another location, it is waiting in Intake, or customers text a different number from the one in QualiFlow. Carrier registration is not the reason: incoming texts work before it.
Fix: An Owner checks the number in Settings → Connections → SMS & calls (Verified, SMS listed, right Location), then looks in Intake and switches location. If a test text from another phone never shows, create a ticket in Support with the number and the time.
How to check: A test text appears under the SMS chip within moments.
Messenger or Instagram messages never arrive
Symptom: People message your Page or Instagram account, but nothing appears in the Inbox.
Why: The connection needs reconnecting, messages go to another location, or the new sender is waiting in Intake.
Fix: An Owner opens Settings → Connections → Facebook Messenger, reads What happens next and selects Reconnect if asked. Check the Location under Messages route to, and look in Intake.
How to check: A message to your Page from a personal account appears in the Inbox.
The reply window has closed
Symptom: The line above the reply box says, for example, "Can't reply on Messenger: 24-hour window closed · your draft is kept". Why? shows the full reason: "Messenger's reply window has closed. A reply can be sent after the customer writes again."
Why: Meta lets a business reply only within 24 hours of the customer's last message. Reconnecting does not reopen it.
Fix: On WhatsApp, an Owner selects Use a WhatsApp template and sends an approved one. On Messenger and Instagram, wait for the customer to write again, or contact them another way you are allowed to.
How to check: When the customer writes again, the reply window chip shows when it closes (for example Closes 6:10 PM) and Send reply works.
