How Aria decides to reply, draft or wait

For each new customer message Aria reads the conversation, looks up what she needs and writes a reply. Depending on the mode it is sent, waits for approval, or is held back, and the Inbox always says why.

Last updated 4 min read

What it is

Aria works on a conversation only while it shows Automation active or Awaiting staff, and only when the contact is not in Trash and has no restriction. For each new customer message she reads the conversation, decides what to look up, and writes a reply in her own words.

QualiFlow checks every reply against your records (prices, stock, hours, and anything she says she did) before it is sent.

How to use it

  1. Open a conversation in Inbox. On Autopilot, Aria's reply is checked again and sent.
  2. On Ask first, the reply waits as Reply awaiting your approval. Select Approve reply to send it, or dismiss it and reply yourself.
  3. If Aria didn't reply, read the Aria didn't reply card in the thread. It says why and offers the fix.
  4. To see what Aria did, open Context → Aria insights. Her steps show each lookup; one she reused says "reused from earlier". One look at free times covers up to 7 days and gives up to 8 times spread across the open days. Aria has a set number of steps for each message: on the last one she replies with what she has ("Last planning step: Aria replies with what she has read").
  5. To stop her in one conversation, select Take over or Pause. Select Hand back to Aria to let her answer again.
  6. New messages refresh the list and the open conversation within moments.

What the data means

Held back (withheld). A reply isn't sent when the facts behind it change before it goes (stock, a car photo or Knowledge), when a newer customer message arrives (Aria answers the newer one), or when the conversation was taken over or paused. When a newer message holds back a reply, what the customer said in the earlier message (a phone number, an email, an address, a contact preference or a yes to texts) is still saved, and Aria's next reply mentions it.

What stops a reply in progress. Take over, Pause, a staff reply and an opt-out. Changing Assigned to doesn't stop her.

What she looks up. A greeting, or a question the conversation already answers, needs no lookup. Your business details are always in front of her. In the same conversation she reuses a Knowledge answer for 10 minutes (or until Knowledge changes), free times for one minute and a stock search for three minutes, never after a booking.

What she remembers. She reads the latest 40 messages (internal notes never), plus what the customer told you, open follow-ups, cases and requests with their real status. Memory carries across conversations, channels and calls when they are linked to the same contact: she mentions the earlier contact once ("I see you texted us about the RAV4 yesterday") and doesn't ask again for a name, number or car given there. Finance, Service and Parts details stay with their department. A text, call or WhatsApp from a number on exactly one contact joins that contact before she replies; Messenger and Instagram are linked in Intake.

Natural replies. She doesn't repeat a reply, ask again for something the customer already gave, or keep greeting. Asked the same question twice, she gives the same answer again. A question that isn't about your dealership or cars gets a short, friendly redirect, never a case for your team.

Possible issues and fixes

Aria forgot what the customer said

Symptom: Aria asks again for something the customer told you on another channel.

Why: The two conversations aren't linked to the same contact (Messenger or Instagram, a number on several contacts, or a different number).

Fix: Link both conversations to one contact in Intake.

How to check: Aria refers to the earlier request in her next reply.

The draft expired before I approved it

Symptom: An Ask first draft can no longer be approved.

Why: A draft can be approved for 24 hours from the customer message it answers, and a newer message or a change of facts makes it out of date.

Fix: Reply yourself, or wait for Aria's draft to the customer's next message.

How to check: The customer gets your reply in the thread.

Processing outcome uncertain

Symptom: The card says "Processing outcome uncertain".

Why: QualiFlow couldn't confirm what happened. The customer's message is saved; it isn't retried by itself.

Fix: Read the thread and reply yourself if needed. Where offered, Retry processing works up to 3 times.

How to check: The customer has an answer in the thread.

Every lead gets a reply

Never leave a lead waiting until morning.

Aria answers, qualifies and books test drives around the clock, in English, Spanish and French, inside the rules you set.

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Smart Flow · Card required. Subscription charges automatically after seven days unless cancelled; optional guided onboarding is charged upfront. Nothing goes out to customers until you connect your channels and approve Aria’s go-live checklist.