What it is
Journeys are QualiFlow's automatic follow-ups. Each journey starts from something your team recorded, such as a confirmed appointment, a visit that did not end in a sale, or a delivery. It then sends each step by the best channel it can use at that moment, inside allowed hours, with permission and opt-outs checked.
There are eleven journeys, from a new inquiry to service retention, plus Inventory notices. They are QualiFlow's own logic: every journey runs automatically for every dealership with QualiFlow's settings and messages in English, Spanish and French. Nobody at the dealership has to set them up, approve them or switch them on, and nobody can edit or switch them off. QualiFlow manages and improves them for everyone.
Journeys check the permission required for each step. Booking confirmations and reminders are service messages; marketing follow-ups require the recorded consent their journey accepts. A text STOP still stops texts and WhatsApp. It does not, by itself, stop a service update by email when the customer has separately allowed email.
How a step picks its channel. When a step is due, Aria tries a text from your location's number first. Next comes Facebook Messenger, Instagram or WhatsApp, only in a conversation the customer already has and within 24 hours of their last message there. Last comes email from your own mailbox or a verified domain sender, never a QualiFlow address. If the customer didn't reply to the last step, the next step tries the next channel first. Journeys never call the customer. If no channel can be used, a person gets a task in My Work.
How to use it
- Select Journeys in the sidebar.
- Read Activity overview for totals across all journeys. Under Your journeys, each white card has its own illustrated icon, name, short description, status chip and real numbers. Select these cards to explore an individual journey.
- Running means the journey is working. Waiting for: a text number or dealership email means it can't send yet because your dealership has no sender connected. An Owner connects one in Settings → Connections, and the journey starts sending by itself.
- Select a card to open it. The pop-up has two tabs.
- Activity lists the people in the journey and those who recently went through it: the customer, their step, the next send, the result, and a link to the contact.
- Stats shows how many messages were Sent, Delivered, Replied, Booked and Ended, and how many People in it right now.
- To change something about a journey, such as its wording or timing, create a ticket in Support and ask QualiFlow.
What the data means
| You see | What it means |
|---|---|
| Running | The journey is working and sends by itself |
| Waiting for: a text number or dealership email | Nothing can be sent until your dealership connects a sender |
| People in it | Customers in the journey right now |
| Sent, Delivered, Replied | Messages the journey sent, those that arrived, and the customers who answered |
| Booked | Customers who booked after a journey message |
| Ended | Customers whose run finished, reached its goal or was stopped |
The page is read-only for everyone, Owners included. It shows real customers only; Aria Lab tests never appear.
These safety rules always apply: permission and STOP, quiet hours, no late messages (a step that missed its time is skipped, never sent late), a customer reply holds or ends the follow-up, contact limits, and service and marketing messages kept apart.
Possible issues and fixes
A card says "Waiting for: a text number or dealership email"
Symptom: A card shows Waiting for instead of Running.
Why: The journey has nothing to send from. Journey messages go only from your dealership's own text number or email.
Fix: An Owner connects a text number, Gmail, Microsoft 365, your own mailbox or a verified email domain in Settings → Connections.
How to check: The card reads Running. Nothing else needs to be done.
A journey is Running but nobody is in it
Symptom: People in it is 0 and Activity is empty.
Why: A run starts only when a customer has the record that starts it, such as a confirmed appointment or a verified delivery. A new workspace has none yet.
Fix: Check that the record is complete. See "What each record needs to start a journey".
How to check: The customer shows in the journey's Activity tab.
I can't find Edit, Set up or the On/Off switch
Symptom: The journey cards have no Edit, Open, Set up, approve or on/off controls.
Why: Journeys are managed by QualiFlow. Nobody at the dealership edits, approves or switches them, whatever their role.
Fix: Create a ticket in Support and say what you would like changed.
How to check: QualiFlow Support replies on the ticket.
I want a journey to stop messaging one customer
Symptom: A customer should get no more journey messages.
Why: Journeys can't be switched off, but each customer's own choices are always respected.
Fix: See "Stop journey messages for one customer, or for everyone".
How to check: The customer's run shows Ended in the journey's Activity tab.
