What it is
Journeys send follow-ups for you, such as New inquiry follow-up, Appointment reminders and no-show recovery or Service retention. When a step doesn't go out, QualiFlow records why, for each customer.
Most of the time nothing is broken. The step is waiting on a rule on purpose (allowed hours, a contact limit, a takeover, a customer reply), or the customer never started the journey because something it needs is missing. Journeys are managed by QualiFlow, so the fix is in the record, the contact or a connection, never in the journey.
How to use it
- Open Journeys and select the journey's card.
- On Activity, find the customer and read their step, next send and result.
- If the customer is not listed, the journey never started for them: check the record it starts from.
- If My Work shows a task such as "New inquiry follow-up: follow-up ready to send", the journey prepared the message for your team. Send it yourself from the conversation.
- If My Work shows a task beginning "Follow up yourself:", fix what it names.
- Steps that missed their time are skipped by themselves. They are never sent late.
- Otherwise leave it: a waiting step goes out by itself once its rule allows.
What the data means
| The line says | What happens |
|---|---|
| it is outside the allowed hours | It goes out at the first allowed minute |
| the customer has reached the contact limit for now | It waits until the limit across journeys and campaigns allows |
| a team member has taken over the conversation | It holds until the conversation is handed back to Aria |
| a more important follow-up for this customer comes first | It waits for the other journey |
Some journeys end when the customer replies; others hold the run so a team member can review the reply.
Possible issues and fixes
My Work shows "follow-up ready to send" instead of a sent message
Symptom: A My Work task says, for example, "New inquiry follow-up: follow-up ready to send", and the customer got nothing.
Why: The run works as Drafts for staff: Aria's live replies are off, or the customer has no conversation yet, so the journey prepares a draft for your team instead of sending.
Fix: Send the message yourself. For future runs, an Owner sets the Aria: switch to Autopilot.
How to check: New runs show as sent, not as tasks.
The customer is not in the journey at all
Symptom: The customer is missing from the journey's Activity tab, for example because "the customer has not given permission for this kind of message", "the record is not verified yet" or "the record has no date to plan the steps from".
Why: The journey needs something the customer or their record doesn't have: marketing permission, a Verified source, a date, maintenance guidance, or review consent.
Fix: Record the permission with evidence, or complete the visit, sale, delivery or service record and set its Source to Verified.
How to check: Saving the record starts the journey, and the customer shows in Activity.
An older event never started the journey
Symptom: A visit, sale or service from weeks ago never started its journey.
Why: A journey only picks up events from up to 14 days back. Older events stay history.
Fix: If the follow-up is still useful, contact the customer yourself from the Inbox.
How to check: New events start the journey as they are recorded.
Appointment reminders say "Waiting for: a text number or dealership email"
Symptom: The Appointment reminders and no-show recovery card reads Waiting for: a text number or dealership email, and no reminders are scheduled.
Why: Your dealership has no sender connected. Reminders go only from your own text number or email.
Fix: An Owner connects a text number or a mailbox or email domain in Settings → Connections. Reminders pick it up by themselves.
How to check: The card reads Running, and confirmed appointments get reminders.
The journey says "Main Aria is not set up yet"
Symptom: Due steps wait with "Main Aria is not set up yet. Due steps wait here and nothing is sent until an Owner configures and publishes it in Aria Lab."
Why: Journeys send as Aria, so they wait until she is configured and published.
Fix: An Owner finishes Aria setup and publishes her in Aria Lab.
How to check: The waiting steps go out at their next allowed time.
The feedback message went without a review link
Symptom: The survey or review request reached the customer without your review link.
Why: Feedback and reviews has never been saved with a survey or review link.
Fix: Open the surveys and reviews journey's Stats tab, fill in Feedback and reviews and save it once.
How to check: The next feedback message includes the link.
