What it is
When Aria is on Ask first, a booking, move or cancellation she prepares from a conversation waits for an approver: an Owner, or a Staff member with Approve Aria replies (Managers have it by default). Aria tells the customer "Your appointment request is awaiting staff approval. It is not confirmed yet." Bookings an Owner prepares with Book appointment wait the same way.
Owners find them in Action review on Visits and in My Work → Needs attention. Staff approvers use My Work → Needs attention.
How to use it
- Open Visits → Action review, or My Work → Needs attention.
- Open Action details and check the slot, the resources and the customer's own words.
- Select Approve exact action (or Approve in My Work). Nothing changes yet.
- Select Confirm execution. The appointment is booked in the QualiFlow calendar.
- Or select Reject. Nothing is booked.
- Tell the customer in the Inbox. Approving or rejecting sends nothing to them.
What the data means
| State | What it means |
|---|---|
| Awaiting approval | Prepared; must be approved before it expires |
| Approved · confirm to run it | Approved; select Confirm execution |
| Completed | Done in the QualiFlow calendar |
| Rejected | An approver rejected it |
| Failed / Result unknown | It couldn't be done, or the result is unclear |
Each request expires 30 minutes after it was prepared and is never approved by silence. Expired requests drop out of Action review, and a high-priority task "Aria's booking request expired without approval" reminds your team.
After a booking is confirmed, the appointment reminders journey sends its confirmation if it has a sender and the customer has a conversation; otherwise, tell the customer yourself.
Possible issues and fixes
Aria's booking requests keep expiring
Symptom: Requests disappear from Action review and an "expired without approval" task appears.
Why: Nobody approved and confirmed them within 30 minutes.
Fix: Book the time yourself with Book appointment and tell the customer. If waiting is too slow, an Owner can switch Aria to Autopilot, so she books at once under the same checks.
How to check: New requests show Completed and the appointment shows Confirmed.
Approving fails: "The source or action policy changed."
Symptom: "The source or action policy changed. Prepare and review a new action."
Why: The customer wrote again, a team member replied, took over or paused the conversation, or Aria's version or live rules changed after she prepared it.
Fix: Select Reject, book it yourself with Book appointment (paste the customer's words into Exact customer confirmation) and tell the customer. Next time, approve before you reply in that conversation.
How to check: The appointment shows Confirmed.
The request was approved, but nothing is booked
Symptom: The item reads Approved · confirm to run it.
Why: Approving only approves. Confirm execution books it.
Fix: Select Confirm execution straight away, or prepare it again if it expired.
How to check: "Appointment booked in the QualiFlow calendar." (or "moved" or "cancelled").
The customer never heard whether the booking was approved
Symptom: The customer asks whether their appointment is confirmed.
Why: Approving sends nothing. The confirmation comes from the reminders journey only when it has a sender.
Fix: Reply in the Inbox once you approve, and connect a sender for the appointment reminders.
How to check: The appointment's reminders panel shows the confirmation step.
