What it is
Four journeys follow up sales conversations:
- New inquiry follow-up follows up a new inquiry until the customer books or replies. It starts by itself when Aria marks a real conversation a new sales lead, with the customer's own words as evidence. A purpose a team member confirmed starts it too. Customer service, not a lead, unclear, wrong numbers, possible spam and Aria Lab tests never start it.
- Quiet conversation follow-up: Aria checks in when a customer goes quiet with an open request, such as a car, a test drive, an offer or her own question. She writes each check-in herself, at most two per quiet period, all within 24 hours of the customer's last message.
- Showroom and test-drive follow-up follows up a visit that did not end in a sale: 1 day and 5 days after the recorded arrival.
- Requested follow-up and callback contacts the customer at the time they asked for. When a car the customer is watching arrives, it also sends one back-in-stock message.
How to use it
- To see who is in one of these journeys, open Journeys, select the journey's card and read Activity. All four run automatically, managed by QualiFlow.
- For Quiet conversation follow-up, open the conversation in Inbox. While a check-in waits, the header says "Aria will check in at" a time "if the customer stays quiet."
- To stop one check-in, select Cancel next to that line in Inbox or My Work.
- For Showroom and test-drive follow-up, record the visit as Attended, with outcome Did not buy, the arrival time, Attendance evidence, Outcome evidence and a Source of Verified or Staff-recorded.
- For Requested follow-up, record the agreed callback with the customer's own words and an exact time window. Aria records it herself when the customer asks her.
- Record permission on the contact when the customer agreed to follow-ups but never wrote to you from that phone or email.
What the data means
| Journey | Default steps | A customer reply |
|---|---|---|
| New inquiry | 1 day and 3 days after the inquiry | Ends the remaining steps |
| Quiet conversation | About 2 hours after the silence, then about 22 hours after the customer's last message | Ends the check-ins |
| Showroom, test drive | 1 day and 5 days after the visit | Ends the remaining steps |
| Requested follow-up | At the start of the agreed window | Ends it, but a plain "Thanks!" doesn't |
Time words for callbacks use the location's time zone: "morning" is 9 to 12, "afternoon" 12 to 5 PM, "evening" 5 to 9 PM, and a named day is 9 AM to 6 PM. "Call me sometime" gives no window, so no journey starts and your team clarifies.
Possible issues and fixes
New inquiry follow-up never starts for real customers
Symptom: The New inquiry follow-up card shows no runs.
Why: It starts by itself only when Aria marks a real conversation a new sales lead. A conversation she decided is customer service, not a lead or unclear, a wrong number, possible spam, a customer who opted out or is already in this journey, and anything in Aria Lab never start it.
Fix: Open the conversation in the Inbox and check its lead decision reads Aria: Lead. If a team member decided the purpose, check it is set to a sales lead.
How to check: The customer appears in the New inquiry follow-up Activity tab with the first step planned for the next day.
Aria never checked in on a quiet customer
Symptom: A customer stopped replying and Aria sent no check-in.
Why: A team member replied or took over, Aria's last message asked nothing, the customer said "no thanks", no permission is recorded, the channel is website chat, or the time has not come yet.
Fix: Open the conversation in Inbox. If it is Taken over or Paused, select Hand back to Aria. Check the contact's Permission & outreach preferences.
How to check: After Aria's next reply that asks something, the header shows "Aria will check in at".
A customer visited and nobody followed up
Symptom: Showroom and test-drive follow-up did not start after an unsold visit.
Why: The visit is not complete enough: not Attended, outcome not Did not buy, an evidence field or arrival time is empty. Or it was recorded as bought, which holds the journey and creates a "Record the sale" task.
Fix: Complete the visit, or record the sale. Saving the record checks the customer again.
How to check: The customer appears in the journey's Activity tab.
The customer asked for a callback and nothing was sent
Symptom: A promised callback message never went out.
Why: No exact window was recorded, the window already passed, there is no follow-up permission for a callback entered by hand, or the Messenger, Instagram or WhatsApp 24-hour window closed.
Fix: Contact the customer yourself if the window passed. Record Follow-up on their inquiry permission on the contact, and check My Work for a "Follow up yourself" task.
How to check: Your next recorded callback shows in the journey's Activity tab with a next send.
A back-in-stock message never arrived
Symptom: A customer was promised a message when a matching car arrived.
Why: No matching car became Available or Inbound, the watch ran out after 60 days, the customer opted out, or the one message became a task for a permission or channel reason. It is sent once only.
Fix: Open the customer's contact and check the Stock watches card, then My Work for a task.
How to check: When a match arrives, the "Back in stock" message shows in the journey's Activity tab.
