What it is
Aria answers your customers on every connected channel. When she doesn't, QualiFlow always says why. In the conversation, a small marker sits right after the customer message she didn't answer, for example Aria didn't reply or AI withheld. Select it to open the card with the reason in plain words and, when you can fix it, one button that opens the fix. A chip under the customer's name, such as AI withheld · 2, jumps to the marker.
The Aria tile at the top of the Inbox shows the same thing for the whole workspace: Ready when she can reply, or Not replying with the first reason. If she answers no one at all, see "Aria isn't replying to anyone".
How to use it
- Open Inbox and select the conversation Aria didn't answer.
- Select the marker under the customer's message (or the chip under the customer's name, such as Aria didn't reply or AI withheld · 2) and read the card's title and reason. A marker for a message that isn't loaded yet shows at the top, beside Load earlier messages. While Aria is still writing, "Aria is preparing a reply…" shows at the bottom of the messages instead.
- Select the button on the card. Turn on Aria replies, Turn on AI and Change the AI limit open Settings → Go-live checklist; agent buttons such as Resume the agent or Publish an agent open Aria Lab; Finish Aria setup opens Aria setup; reconnect buttons such as Reconnect the mailbox open Settings → Connections; Record permission opens the contact.
- When there is nothing to fix, select Reply yourself. The cursor moves to the reply box so you can answer the customer.
- If the card offers Retry processing, select it to let Aria try again. The button shows until the message has been tried 3 times.
- Check the status chip under the customer's name. Taken over or Paused means Aria stays out until someone selects Hand back to Aria.
- After the fix, Aria answers the customer's next message. She doesn't go back to messages that arrived before.
- Check the Aria tile at the top of the Inbox: Ready means she can reply again.
What the data means
| Card title | What it means |
|---|---|
| Aria didn't reply | Aria stopped for the reason shown. The customer's message is always saved |
| Reply awaiting your approval | Aria is on Ask first. Nothing is sent until someone selects Approve reply |
| Draft out of date · not sent | The conversation moved on (a takeover, a staff reply or a newer message), so the draft can't be approved |
| AI response withheld | Facts behind the answer changed or a newer message arrived. Aria answers the newer message instead |
| Processing outcome uncertain | QualiFlow couldn't confirm what happened. It is never retried by itself: read the thread and reply if needed |
The reasons come in five kinds. Setup: Aria is Off, the agent is paused or not published, no approved rules cover this location, or AI is off or at its monthly limit. Connection: the Meta account or mailbox needs reconnecting, or all sending is paused. Customer: they opted out on this channel, there is no recorded permission or verified reply address, or Meta's 24-hour window closed. Conversation: it was taken over or paused. Service: Aria's answer couldn't be written or checked, the reply was too long for the channel, or the agent doesn't speak the customer's language.
Possible issues and fixes
The conversation says Taken over or Paused
Symptom: The status chip under the customer's name says Taken over or Paused, and Aria doesn't answer new messages.
Why: A team member took over or paused the conversation. Aria stays out of it until it is handed back.
Fix: Open the conversation and select Hand back to Aria. It is greyed out while the contact has a communication restriction, such as an opt-out.
How to check: The status chip changes to Automation active, and Aria answers the customer's next message.
Aria's reply is waiting for approval, or the draft can't be approved
Symptom: A draft under Reply awaiting your approval waits above the reply box (the Draft awaiting approval chip jumps to it), or it says "The channel's reply window has closed, so this draft can no longer be approved."
Why: Aria is set to Ask first, so a person approves each reply. On Facebook, Instagram and WhatsApp a draft can only be approved while the channel's reply window is open.
Fix: Select Approve reply to send it, or Dismiss draft and reply yourself. When the window has closed, write a new reply or, on WhatsApp, send an approved template. Approving needs the approval permission from your Owner.
How to check: The reply shows as sent in the thread.
The card says it is outside Meta's 24-hour reply window
Symptom: On Facebook Messenger, Instagram or WhatsApp, the card under the customer's message says the reply wasn't sent because it is outside Meta's 24-hour reply window, and the chip under the name reads Can't reply · 24h window closed (on WhatsApp, Can't reply · template needed).
Why: Meta lets a business reply only within 24 hours of the customer's last message. Reconnecting the account doesn't reopen the window.
Fix: Wait for the customer to message again, or reach them another way, such as a call, text or email. On WhatsApp you can send an approved template.
How to check: When the customer writes again, Aria answers that message.
Aria doesn't reply on Facebook, Instagram or WhatsApp
Symptom: Customers write on a Meta channel and their messages arrive, but Aria never answers there.
Why: The connection needs reconnecting, no agent is assigned to the channel, or QualiFlow hasn't switched live processing on for it yet.
Fix:
- Open Settings → Connections. If the channel shows Reconnect or Access removed in Meta, reconnect it.
- Read What happens next on the channel's page. If it says QualiFlow must switch live processing on, select Contact support.
- In Aria Lab, check Channels & routing so an agent answers the channel.
How to check: A test message from your own account gets an answer.
The card gives a customer reason
Symptom: The card says the customer asked not to be contacted on this channel, there is no recorded permission, or they have no verified reply address.
Why: Nothing is broken. Aria respects the customer's choices and only messages people she has permission to reach.
Fix: Reply another way. If you have evidence the customer agreed, select Record permission and record it on the contact. A contact in Trash or marked Contact restricted never gets Aria replies.
How to check: After you record permission, Aria answers the customer's next message.
The customer asked for a person
Symptom: The conversation shows Awaiting staff and the customer is waiting.
Why: Aria passed the conversation to your team, or the customer asked for someone. A handoff case was created.
Fix: Reply from the Inbox, then select Resolve handoff. Choose Resolve and hand back to Aria if Aria should carry on.
How to check: The Awaiting staff chip is gone.
