What it is
When Aria answers a call to your QualiFlow number (or your own number forwarded to it), she says who she is and what the call keeps, answers from your business details, Knowledge and recorded stock, books visits, puts the caller through to your store, or takes a message.
Enabled Aria answers 24/7, including after hours and on holiday closures. Opening hours don't decide whether she answers. They decide whether she can put the caller through.
How to use it
- Check that Aria can answer: a Verified number with Voice and a Location in Settings → Connections, the Aria switch on Ask first or Autopilot, AI on, and a published, unpaused agent on the number.
- For transfers, enter a Phone that a person answers in Settings → Locations → Contact & holidays, or a Business contact phone in the business profile.
- Keep each location's opening hours and holiday closures up to date. While the store is closed, Aria doesn't transfer.
- Call your number from another phone. Aria says "Thanks for calling …. This is Aria, an automated AI assistant." followed by what the call keeps.
- Ask for a person while the store is open. The store's phone rings for 20 seconds.
- After calls, open Calls → Incoming for each call's result and summary, and My Work for "Call back: …" tasks and appointment requests.
What the data means
Messages. When nobody can take the call, Aria takes a message. It becomes a My Work task titled "Call back: …" with the caller's number and best time, saved before she tells the caller someone will get back to them. An Aria call lasts at most 15 minutes. A voicemail can be up to 120 seconds.
Store closed. Outside opening hours or on a holiday closure she never offers or tries a transfer. She says "The store is closed right now, so I can't put you through. I can take a message and have someone call you back." She can also book a time. A location without opening hours counts as open.
No usable number. She says "I'm sorry, nobody is available to take your call right now. I can take a message and have someone call you back." Transfers dial only a US or Canadian number (or one written with + and a country code), never the number called or the caller's own number.
Stock and prices. She answers like in a chat: only cars that can be offered, and a price only when one is recorded. A discount question is handed to your team.
Known callers. When the caller's number belongs to a single contact, Aria asks who she is speaking with. Only when the name they give matches that contact does she learn their first name, what they told you before, the last few messages from their other conversations and their upcoming appointments (type, day and time), so she doesn't ask again. Caller ID can't be verified, so she never says a name or detail before that, never reads out a phone number, email or address, and two wrong names close it for the call. When several contacts share the number, she knows nothing about any of them.
Possible issues and fixes
Callers reach voicemail instead of Aria
Symptom: Calls show Voicemail instead of Answered by Aria.
Why: The Aria switch is Off, AI is off, or the agent on the number isn't published, is paused, is Off (staff replies) or only collects details.
Fix: An Owner sets the switch to Ask first or Autopilot, checks AI on the Go-live checklist, and checks the agent in Aria Lab.
How to check: A call from another phone shows Answered by Aria.
The transfer to the store doesn't work
Symptom: Aria says nobody is available, or the store's phone rings out.
Why: No usable store phone is saved, nobody answered within 20 seconds, the store's line forwards back to QualiFlow, or the store is closed.
Fix: Save a direct line in Settings → Locations → Contact & holidays → Phone, without an extension. Make sure someone can pick up within 20 seconds.
How to check: Asking for a person while open shows Transferred to the store on the call.
Aria won't transfer while we are open
Symptom: Aria says the store is closed during business hours.
Why: The location's opening hours, time zone or a holiday closure say it is closed now.
Fix: Check the hours in Settings → Locations and the holidays under Contact & holidays.
How to check: Aria Lab → Knowledge → From your Settings shows the location as open now.
