What it is
Held is where every email campaign schedule starts. It is not an error, and it means nothing has been sent. The schedule card reads "Delivery held · an explicit approved live policy is required" until an Owner binds it to a delivery policy.
A delivery policy is a campaign policy an Owner approved in Aria Campaigns. It sets the sending pace, the allowed hours and how often one person may be contacted. Live sending also needs a launch approval reference that QualiFlow gives your dealership.
How to use it
- Open the draft in Campaigns and go to Schedule. Read the line under the Held badge.
- Set the location switcher in the sidebar to the schedule's Location.
- Under Delivery policy, choose an approved email policy.
- Select Bind delivery policy and confirm Enable governed email delivery?
- If the list says "No approved email policy is available yet", open Campaigns → Campaigns → Aria campaigns, open any campaign (or create one with New campaign), go to Instructions & channels and select Manage campaign policies.
- Make sure one policy allows Email, has Recorded permission ticked for Marketing, has Approve each message before it is sent switched off, allows at least as many contacts as your audience, and is approved with its launch approval reference.
- Come back to the schedule and bind that policy.
- After binding, check each recipient's line, such as "Prepared, not sent yet", "Sent" or "Waiting for the contact limit".
What the data means
| A recipient's line says | What it means |
|---|---|
| Waiting for the contact limit | They already had the most automated contacts the policy allows. It waits |
| Waiting for other outreach | Another message to them is in progress. It waits |
| Waiting while staff handle the conversation | A team member took over. Hand it back in the Inbox to continue |
| Too late to send, needs review | It could no longer go out on time. Nothing is ever sent late |
"Not sent, no captured permission", "Not sent, the address is not confirmed" and "Not sent, permission disputed" mean the person has no recorded marketing permission for that exact address. They are skipped for their safety and yours.
Possible issues and fixes
Bind delivery policy is greyed out
Symptom: You chose a policy but can't select Bind delivery policy.
Why: The sidebar location switcher is set to a different location than the schedule.
Fix: Switch the sidebar location to the schedule's Location.
How to check: The button becomes available.
No approved email policy is available yet
Symptom: The Delivery policy list is empty.
Why: No approved policy allows email with recorded marketing permission and without per-message approval, or none has a launch approval reference. A new policy starts with SMS only, no permission ticked and per-message approval on.
Fix: Change a policy in Manage campaign policies as in steps 5 and 6. If you have no launch approval reference, open Support and create a ticket naming the campaign and location.
How to check: The policy appears in the list and binding works.
The card says "Will not send: no connected email sender"
Symptom: The schedule can't send at all.
Why: The campaign's From address is missing or no longer ready.
Fix: In Goal and sender, choose a ready From address, save, approve again and schedule again.
How to check: The card reads "Delivery held: bind an approved live email policy" instead.
A recipient says "Outcome unknown"
Symptom: A recipient's email shows Outcome unknown.
Why: The mailbox took the email but never confirmed it. QualiFlow never resends it by itself.
Fix: Look in the mailbox's Sent folder, then select Confirm sent or Confirm not sent and say how you know.
How to check: The line shows the outcome you recorded.
A recipient says "Not sent, the content changed"
Symptom: Lines say "Not sent, the content changed", "the schedule changed" or "the location changed".
Why: The draft or schedule was edited after approval, or a location setting changed.
Fix: Approve the current draft again and schedule again. If it repeats, open Support and create a ticket.
How to check: The new schedule's recipients move to Sent.
