What it is
Journeys read the records your team keeps in Visits, Sales & delivery, Ownership and Service. A journey starts only when the record it starts from has everything it needs. If something is missing, the journey does not start for that customer. Journeys themselves run automatically and are managed by QualiFlow, so a complete record is all they need from your team.
Sale, delivery, ownership and Service forms start on Staff-recorded. Most journeys after the sale need Source = Verified with its evidence. Saving the evidence starts the journey, but it does not mean a message was sent; check the journey's Activity tab.
How to use it
- Find the journey in the table below and the record it starts from.
- Open that record and fill in every field named in the table.
- Set Source to Verified and add the verification evidence where the table says so.
- For a delivery, fill in the ownership checks: status Current, Source Verified with evidence, an Actual delivery date, Verified delivery evidence, and agreement state Active or Not applicable. Recording the delivery with a Verified source meets all of these at once.
- Leave Follow-up source time empty on a sale.
- Save the record. QualiFlow checks the customer again straight away.
- Select the journey's card on Journeys and check Activity to confirm the customer started.
What the data means
| Journey | What must be recorded |
|---|---|
| Appointment reminders | A Confirmed appointment, not a request. No-show recovery: a recorded no-show |
| Showroom and test-drive | Visit Attended, outcome Did not buy |
| Pre-delivery | Sale with Source Verified, Sale agreement evidence and a Planned delivery |
| Post-delivery, ownership | The ownership checks; lease also needs maturity date, source and evidence |
| Surveys, reviews | All four Review request consent fields |
| Service retention | Completed, completion evidence, Source Verified, maintenance guidance and valid-through date |
Steps are timed from the record's own date: the planned delivery, the delivery day, the lease maturity date or the service completion day. If a Follow-up source time is recorded in retention evidence, steps are timed from it instead; for a lease it must fall on the maturity date.
Every journey also needs a connected sender, permission for the kind of message, and a customer who hasn't opted out.
Possible issues and fixes
A sale, delivery or service did not start its journey
Symptom: A sale, delivery or service did not start its journey.
Why: Source is still Staff-recorded, or an evidence field is empty.
Fix: Edit the record, set Source to Verified and fill in its evidence. Saving checks the customer again.
How to check: The customer appears in the journey's Activity tab.
Ownership check-ins plan from the wrong date
Symptom: A check-in is due at an odd time or did not start.
Why: An ownership recorded before 16 October 2026 may still carry a Follow-up source time copied from the sale.
Fix: An Owner uses Edit ownership, with a reason and evidence, to clear it.
How to check: The run plans from the delivery day.
Feedback can't start from a booked visit
Symptom: A visit that came from a booked appointment never starts the feedback request.
Why: A booked appointment can't take Review request consent today.
Fix: Record the consent on the sale, ownership or completed service, or ask the customer yourself.
How to check: The customer appears in the Activity tab of Surveys, reviews and complaint resolution.
