What it is
Each journey card on Journeys opens a read-only pop-up with two tabs, Activity and Stats. It is the same for every role. There is nothing to edit, pause or cancel in it: journeys are managed by QualiFlow.
- Activity lists the customers in the journey now and those who recently went through it. Each row shows the customer, the step they are on, the next send, the result so far, and a link to the contact.
- Stats shows the journey's numbers: Sent, Delivered, Replied, Booked, Ended and People in it.
How to use it
- Open Journeys and select a journey's card.
- On Activity, find the customer. Read their step, the time of the next send and the result.
- Select the customer's link to open their contact, with their conversations and records.
- Open Stats to see how the journey is doing.
- Close the pop-up to go back to all journeys.
- If a customer is missing or a step didn't go out, see "Why a journey step didn't go out".
What the data means
| Column or number | What it shows |
|---|---|
| Step | Where the customer is in the journey |
| Next send | When the next message is due, inside allowed hours. Empty when nothing is due |
| Result | What happened so far, such as sent, delivered, replied, held, skipped or ended |
| Sent, Delivered | Messages the journey sent, and those that arrived |
| Replied, Booked | Customers who answered, and those who booked after a journey message |
| Ended | Runs that finished, reached their goal or were stopped |
| People in it | Customers in the journey right now |
Ended does not mean every message was delivered: a step that failed, was skipped or became a task also counts as finished.
Possible issues and fixes
I can't find the customer in Activity
Symptom: A customer you expected is not in the journey's Activity tab.
Why: The journey never started for them: the record it starts from is missing a detail, the customer opted out, or they were already in this journey for the same record.
Fix: Open the record and complete it. See "What each record needs to start a journey". Saving checks the customer again.
How to check: The customer appears in Activity.
A step shows failed or held
Symptom: The result says a step failed, waited or was held.
Why: Most often your business texting registration is not approved yet, there is no permission on file, or the customer replied.
Fix: Look in My Work for a task beginning "Follow up yourself:" for that customer; it names the reason. For texts, an Owner checks Settings → Connections → SMS & calls → Business registration.
How to check: The next step goes out, or the run shows Ended.
Pause, Move to staff or Cancel journey is missing
Symptom: You can't find a button to stop one customer's run.
Why: Journeys are managed by QualiFlow, so there are no run controls.
Fix: Record the customer's wish on their contact, or take over the conversation in the Inbox. See "Stop journey messages for one customer, or for everyone".
How to check: The customer's run shows Ended or held in Activity.
