What it is
Quick answers to common journey questions. Journeys run automatically for every dealership and are managed by QualiFlow, so there is nothing to edit, approve or switch on. For one customer who got nothing, see "Why a journey step didn't go out".
How to use it
- Find your question under "Possible issues and fixes" below.
- Select the journey's card on Journeys and find the customer in Activity to read their step and result.
- Check My Work for any "Follow up yourself" task about the customer.
- If the answer doesn't fit, ask Nora or create a ticket in Support.
What the data means
People in it counts customers in the journey now. Sent, Delivered, Replied, Booked and Ended are on the journey's Stats tab.
Each step picks its channel when it is sent: a text from your location's number first, then Messenger, Instagram or WhatsApp within 24 hours of the customer's last message there, then email from your own mailbox or domain. No reply to the last step? The next step tries the next channel first. A marketing step needs marketing permission on that channel; after a text STOP it goes only by email, with marketing permission (or follow-up permission, for New inquiry, Showroom and Requested follow-up). Conversations Aria starts show in your Inbox. Appointment reminders go from your text number first, then your dealership's email.
The contact limit (3 contacts per 7 days) counts journeys and campaigns together, so a customer is not flooded. Staff messages don't count.
Possible issues and fixes
A message was sent twice
Symptom: A customer got two similar messages.
Why: QualiFlow never resends a step it isn't sure about. Two messages usually come from two sources: two journeys, Aria's chat reply plus a reminder confirmation, a confirmation sent by hand, a changed booking, or the same person saved as two contacts.
Fix: Check each journey's Activity to see which journeys sent. Merge duplicate contacts. If a journey's messages overlap in a way that doesn't suit you, create a ticket in Support.
How to check: Only one run per journey shows for the customer.
A message arrived late
Symptom: A step went out later than its planned time.
Why: It waited for allowed hours (9:00 AM to 8:00 PM), the contact limit, a more important journey, a team takeover, or a setting that was fixed later.
Fix: If the customer's time zone is wrong, record the right one on their contact profile.
How to check: A step goes out only while it is still useful; later ones are skipped, never sent late.
Why is this number 0?
Symptom: A tile or card shows 0.
Why: The location chosen in the location switcher hides runs, or no customer has the record that starts the journey yet.
Fix: Choose all locations in the location switcher, and check the records the journey starts from.
How to check: The tiles show the runs you expect.
The follow-up stopped after the customer replied
Symptom: A run shows Stopped or Needs staff after a reply.
Why: New inquiry, Quiet conversation, Showroom, Requested follow-up, feedback and Inventory notices end on a reply. Reminders, delivery, ownership and service journeys hold until a person reviews them.
Fix: Read the reply and answer the customer. For appointment reminders, select Resume reminders on the appointment in Visits if it still stands.
How to check: The customer's row in Activity shows a next send again.
A step was missed overnight
Symptom: A step was due during the night and did not go out in the morning.
Why: By the first allowed minute it was already too late to be useful, so it was skipped. Nothing is sent late.
Fix: Contact the customer yourself if it still matters.
How to check: The run moves on to its next step.
