What it is
Besides journeys, Aria sends a few other automatic messages: the plans in a contact's Aria notes, the first follow-up after a form entry, the quiet check-in when a conversation goes silent, stock watch messages when a matching car arrives, experience check-ins after a visit, delivery or service, and Aria Campaigns.
Each one says why it didn't go out, on the card or row where you see it. Most reasons are on purpose: the customer's choices, missing permission, or a person already handling the conversation.
How to use it
- Find where the message was planned: the contact's Aria notes card, the form's Responses tab, the contact's Stock watches card, Feedback and reviews for experience check-ins, or the Aria Campaign's Review step.
- Read the status and the reason next to it.
- If it says Needs approval, an approver (an Owner, or someone their Owner allowed to approve Aria replies) selects Approve.
- If the reason names something you can fix, such as a missing mailbox or permission, fix it and plan the message again.
- If the reason is the customer's choice, such as an opt-out, contact them another way or leave it.
- Check My Work: when Aria can't send, your team often gets a task instead.
What the data means
The status on an Aria note is one of Planned, Needs approval, Scheduled, Calling, Sent, Done, Not sent or Cancelled. Not sent always comes with the reason, such as no phone number or email on file, no recorded permission, an opt-out, no dealership email connected, Aria set to Off (staff replies), no time inside your allowed sending hours, or the 24-hour Facebook, Instagram or WhatsApp window.
Possible issues and fixes
An Aria note shows Needs approval
Symptom: A plan in the contact's Aria notes shows Needs approval and nothing is sent.
Why: Aria is on Ask first, so a person approves each message before it goes.
Fix: An Owner, or someone allowed to approve Aria replies, selects Approve on the note.
How to check: The note shows Scheduled or Sent.
An Aria note shows Not sent
Symptom: The note shows Not sent with a reason.
Why: Aria can't use the channel: no address on file, no permission, an opt-out, no dealership email, Aria set to Off, no allowed time, or the Meta 24-hour window. A call note is a task for your team in My Work, because Aria doesn't place calls from QualiFlow.
Fix: Fix the reason on the card, then edit the note or add a new one, or contact the customer yourself.
How to check: A new note shows Scheduled.
A form entry says "Aria did not follow up"
Symptom: On the form's Responses tab, the entry says Aria did not follow up with a reason.
Why: For example: follow-up is off for the form, no consent box was ticked, no phone or email was given, Aria already followed up in the last 24 hours, a team member already replied, no number or email is connected, or the person is already in an active conversation.
Fix: Follow up yourself. To change it for future entries, turn Aria follow-up on for the form, or connect a number or mailbox.
How to check: The next entry says Aria followed up by text or by email.
The quiet check-in didn't go
Symptom: A conversation went quiet and Aria didn't send her check-in.
Why: The customer or a team member replied, a team member took over, the customer said goodbye or no thanks, the customer opted out, the matter was completed, or the journey is off. On Facebook, Instagram and WhatsApp a task replaces it when the reply window is too short.
Fix: Check the conversation's status chips (a waiting check-in shows as Check-in …) and My Work. Reply yourself if the customer still needs an answer.
How to check: The task in My Work is done, or the customer has your reply.
A stock watch never messaged the customer
Symptom: A customer asked to hear about a car, and Aria never told them.
Why: No matching car became Available or Inbound (a car with an unknown status never counts), the watch ended after 60 days, or the customer opted out or is restricted.
Fix: Open the contact's Stock watches card and read its state. Add the car to Inventory with the right status, or contact the customer yourself.
How to check: The card shows the match and the message.
An experience check-in wasn't sent
Symptom: Aria didn't ask the customer how their visit, delivery or service went.
Why: No review consent was recorded, Aria already asked them in the last 30 days, the event is older than 14 days, nobody approved it within 48 hours on Ask first, a team member is handling the conversation, or the customer opted out.
Fix: Open Feedback and reviews and read the reason in Aria's check-ins list. Record the customer's review consent on the record if they agreed.
How to check: The next eligible event shows a check-in in the list.
An Aria Campaign won't start or skipped a contact
Symptom: Start is not available, or a contact is skipped on the Review step.
Why: QualiFlow hasn't approved live campaign launch for your workspace yet, or the contact has no recorded permission for that purpose and channel, opted out, already bought, has a person handling the conversation, or shares a phone or email.
Fix: Read Blockers on the Review step and fix any with a fix button. For the launch approval, create a support ticket.
How to check: Blockers is empty and Start is available.
