What it is
QualiFlow has eleven journeys, in lifecycle order, plus Inventory notices:
- New leads: New inquiry follow-up; Quiet conversation follow-up.
- Appointments: Appointment reminders and no-show recovery; Showroom and test-drive follow-up; Requested follow-up and callback.
- Sale and delivery: Pre-delivery and post-delivery check-in.
- Feedback: Surveys, reviews and complaint resolution.
- Ownership: Lease maturity and replacement; Financed ownership check-ins; Cash ownership check-ins.
- Service: Service retention.
Every journey runs automatically for every dealership with QualiFlow's settings and messages. QualiFlow manages them: there is nothing to set up, edit, approve or switch on.
How to use it
- Open Journeys and find the journey's card. Its one-line description says what it does.
- Select the card to see who is in it (Activity) and its numbers (Stats).
- Check the four things every journey needs (below) before you expect messages.
- Open the journey's article for its steps and fixes: "New inquiry, quiet conversation, visit and callback follow-ups", "Appointment reminders", "Pre-delivery and post-delivery check-in", "Feedback request after a visit, delivery or service", or "Ownership, service and inventory journeys".
- To ask for a change to a journey, create a ticket in Support. See "What each journey does, and who changes it".
What the data means
| Setting | Value |
|---|---|
| Allowed hours | 9:00 AM to 8:00 PM (Appointment reminders 8:00 AM to 8:00 PM) |
| Contact limit | 3 per 7 days (Appointment reminders 3 per 24 hours; Quiet conversation 2 per 24 hours) |
| Latest send | 24 hours late at most (reminders 30 minutes; callbacks 4 hours; Quiet conversation 60 minutes); after that the step is skipped |
| Locations | All locations |
| Languages | English, Spanish and French for every step |
Every journey needs four things before it sends: a record to start from (Appointment reminders start only from a confirmed appointment; a requested time waiting for confirmation gets no reminders), a channel that can reach the customer (each step tries a text first, then Messenger, Instagram or WhatsApp within 24 hours of their last message, then email from your own mailbox or domain), permission for that kind of message on that phone or email, and Aria's live replies on Autopilot.
Marketing journeys: New inquiry, Quiet conversation, Showroom and test-drive, Requested follow-up, Surveys and reviews, Lease maturity, Inventory notices and replacement steps. Service journeys: Appointment reminders, delivery check-ins, Service retention and ownership check-ins. A marketing unsubscribe never stops service messages.
Steps go out by text from your dealership's number, or by email only from your dealership's own mailbox or verified domain, never a QualiFlow address. Messenger, Instagram and WhatsApp are used only within 24 hours of the customer's last message, and only for Aria's quiet-conversation check-ins, requested follow-ups and service steps. Website chat carries no journey message.
Possible issues and fixes
Journey texts never arrive
Symptom: Journey text steps show Failed and customers get nothing, while email works.
Why: Outgoing texts go out only after your business texting registration is approved by US carriers. Until then QualiFlow holds every outgoing text.
Fix: An Owner opens Settings → Connections → SMS & calls → Business registration and adds, finishes or fixes the business details. Approval usually takes a few days, up to 3 weeks.
How to check: The number's card no longer says "Texting starts after your business is approved by US carriers."
A journey email can't go out
Symptom: An email step becomes a task or fails.
Why: Journey email leaves only from your dealership's own address, and only on an existing email conversation with the customer.
Fix: An Owner connects Gmail, Microsoft 365, your own mailbox or a verified email domain in Settings → Connections.
How to check: In Settings → Go-live checklist, Email from your own address reads Ready.
A step became "Follow up yourself: no permission on file"
Symptom: A My Work task says there is no permission on file to text or email this customer.
Why: Permission must be recorded for that exact phone or email and that kind of message. QualiFlow records service permission itself only when the customer wrote to you first from that address.
Fix: Open the contact's full profile, then Permission & outreach preferences → Record permission. Choose the right purpose and tick Include captured disclosure and affirmative permission.
How to check: The record no longer shows Not confirmed for automation, and the next step goes out.
