What it is
Journeys are managed by QualiFlow and always run. There is no on/off switch, no Pause, Move to staff or Cancel journey button and no way to start a customer by hand. A journey starts by itself when the record it needs is saved.
What does stop or hold journey messages:
- The customer's own choice: a text STOP stops texts and WhatsApp from every journey; an unsubscribe stops marketing messages; "don't contact me" stops everything automatic.
- A reply: sales and feedback journeys end when the customer replies. Reminders, delivery, ownership and service journeys hold until a person reviews them.
- A takeover: when a team member takes over the conversation in the Inbox, journey steps are held.
- Pause all sending: stops every outgoing message for the workspace, not only journeys.
How to use it
- Stop messages to one customer: open the customer's contact and record what they asked for under Communication restrictions or Permission & outreach preferences. Every journey honours it.
- Hold a follow-up while you talk to the customer: take over the conversation in the Inbox. Journey steps wait while you handle it.
- Resume a customer's reminders after they replied: open the appointment in Visits and select Resume reminders in its Reminders panel.
- Reminders you cancelled for a customer: select Schedule reminders again in the same panel and confirm, to bring them back.
- Stop everything for the workspace: an Owner selects Pause all sending in Settings → Go-live checklist → Safety controls, and Resume sending when ready.
- Record a customer's time zone: open the customer's contact profile and record their time zone, so quiet hours use their own zone. Never guess from a phone number or address.
- A customer should be in a journey but isn't: complete the record it starts from and save it. QualiFlow checks the customer again straight away.
What the data means
| What happened | What the journey does |
|---|---|
| Text STOP | No more texts or WhatsApp from any journey. Service messages may email |
| Marketing unsubscribe | Marketing steps stop. Service messages such as reminders still go |
| Customer replied | Sales and feedback journeys end; reminders and service journeys hold |
| Team takeover in the Inbox | Steps are held for about five hours, then the run waits for your team |
| Pause all sending | Nothing goes out; due steps that pass their time are skipped, not late |
Nothing is ever sent late. A step that missed its time while sending was paused or held is skipped.
Possible issues and fixes
The customer asked us to stop, but is still in a journey
Symptom: The customer's run still shows in a journey's Activity tab.
Why: The request was not recorded on the contact, or was recorded for a different phone or email.
Fix: Open the contact and record the restriction or opt-out for the right channel. Merge duplicate contacts.
How to check: The run shows Ended in the journey's Activity tab and no more steps go out.
I want to switch a whole journey off
Symptom: You'd like one journey to stop for every customer.
Why: Journeys are managed by QualiFlow and can't be switched off by a dealership.
Fix: Create a ticket in Support and explain why. To stop all sending right now, use Pause all sending.
How to check: QualiFlow Support replies on the ticket.
Reminders stopped after the customer replied
Symptom: The Reminders panel on the appointment says the reminders are held.
Why: A customer reply holds the remaining reminders so a person can read it first.
Fix: Read the reply. If the appointment still stands, select Resume reminders.
How to check: The panel shows the next reminder as scheduled.
