What it is
These rules are enforced by QualiFlow, not just asked of the AI. Every reply is checked against your records before it is sent. A reply that states something your records don't support is rewritten once; if that fails too, a short standard line is sent instead.
When Aria doesn't have an approved answer, she never guesses. She says she'll check with the team, and the conversation is passed to your team at the same moment.
How to use it
- When a customer is told Aria will check with the team, open the conversation in Inbox. It shows Awaiting staff with a Human attention card.
- Answer the customer yourself: select Take over and reply.
- Fill the gap so she can answer next time. Hours, address, phone and website come from Settings → Business profile, Opening hours and Locations.
- Open Aria Lab → Knowledge and read the Not set yet: line under From your Settings.
- For any other answer, an Owner adds a Knowledge source and publishes it.
- If Aria said something that isn't true, correct the record she used, then use your name (top right) → Report a problem.
What the data means
| Topic | What Aria does |
|---|---|
| Vehicles and stock | Up to 3 cars that can be offered, with price, mileage and availability as recorded |
| Prices | Only a recorded price. Never invents one |
| Discounts | Passes the request to the team; states only a discount written in a Knowledge source she cites |
| Appointments | Books only with the tool, live rules, resources and the customer's clear yes |
| Business details | From Settings only; never a team member's own email or a QualiFlow address |
| Languages | English, Spanish and French when ticked on the agent |
| Off-topic | A short, friendly redirect to cars, service, test drives or finance; never a case |
Aria never starts conversations with people who haven't messaged you (outside approved journeys, campaigns and Aria notes), messages anyone who opted out or outside quiet hours, sends marketing without consent, promises prices or finance she can't confirm, or says something was done when it wasn't.
Off-topic questions and small talk. A question that isn't about your dealership or cars (a recipe, maths, homework, trivia) gets one or two friendly sentences pointing back to what Aria can help with, for example "That one's outside what I can help with here, but I'm happy to help with cars, service, test drives or finance." She doesn't answer it, doesn't say she has no confirmed information, and never passes it to your team, so no case or staff alert is created. A greeting, thanks or a compliment ("I love you") gets a brief warm reply. A photo the customer sends is never off-topic.
A question like "Would you like me to ask the team to check it?" is only an offer. Nothing is passed on until the customer says yes. She never offers twice in a row: on a yes, or when the customer asks again, she records it for your team with their own words.
Possible issues and fixes
Aria won't give a price
Symptom: Aria says "I don't have a confirmed price for that vehicle."
Why: No price is recorded for that car, or Inventory lookup is off for her.
Fix: Add the price in Inventory. An Owner checks Inventory lookup under Permitted tools in Aria Lab, then publishes.
How to check: Ask again; Aria quotes the recorded price.
Aria won't promise a discount
Symptom: A customer asked for a deal and Aria passed it to the team.
Why: By design. She records the request for sales with the customer's words.
Fix: Your team replies. To let her quote an offer, publish a Knowledge source that states it.
How to check: The request shows in the Inbox for your sales team.
Aria keeps saying she'll check with the team
Symptom: Aria passes simple questions to staff.
Why: The fact isn't in a published, Search ready Knowledge source or in Settings.
Fix: Add the answer as a Knowledge source, or fill in the missing business details.
How to check: A Chat test answers it and cites the source.
