What it is
If a customer stops replying after Aria asked them something or offered a next step, and they still have an open request (a car, a test drive, a price, a question they didn't answer, or a case), Aria can send a short check-in about that request in her own words. This is the Quiet conversation follow-up journey. Like every journey, it runs automatically with QualiFlow's settings, managed by QualiFlow.
How to use it
- Open Journeys and select the Quiet conversation follow-up card to see who is in it (Activity) and its numbers (Stats).
- In the Inbox, a waiting check-in shows as a chip under the customer's name, for example Check-in 3:10 PM. Select it to read "Aria will check in at 3:10 PM if the customer stays quiet."
- To stop that one check-in, select Cancel Aria's check-in in the chip's panel. Any team member can.
- To hold check-ins for a customer while you handle them, take over the conversation. The journey itself can't be switched off.
- To ask for different timing or hours, create a ticket in Support.
What the data means
Timing. The first check-in goes about 2 hours after the silence began, and a second, last one about 22 hours after the customer's last message. At most two per quiet period, never later than 24 hours after the customer's last message, and only inside the allowed hours (9:00 AM to 8:00 PM).
Phone first. When the customer gave Aria their phone number on Messenger or Instagram, the check-in goes by text from your number instead of the chat (Aria starts a text conversation if there isn't one yet). When the customer has a WhatsApp conversation and a phone number, the check-in goes on both WhatsApp and text. Each text needs permission for that number, no STOP, the allowed hours and your approved texting registration. If the text can't go, the check-in goes in the chat as before. The same check-in never goes twice on one channel, and a reply by text ends the quiet period.
Meta channels. On Messenger, Instagram and WhatsApp a check-in in the chat must also fit the 24-hour window with 30 minutes to spare. If it can't and no text can go, nothing is sent and your team gets a "Follow up with …" task in My Work.
When it stops. When the customer replies, your team replies or takes over, an opt-out arrives, or the booking or sale completes. It never starts after "no thanks", "not interested", STOP or a goodbye. Website chat conversations aren't followed up.
What it says. Each check-in is checked like a live reply: it never repeats what Aria said, invents a price or time, or claims something is booked. It counts as a sales message, so a marketing unsubscribe stops it.
Possible issues and fixes
A quiet customer got no check-in
Symptom: The customer went quiet but nothing was sent.
Why: They had no open request, said no or goodbye, opted out, your team replied, it was website chat, or the window closed on a Meta channel.
Fix: Check My Work for a "Follow up with …" task, and contact the customer yourself.
How to check: The conversation shows your reply or the task is done.
A check-in went out at a bad time
Symptom: The check-in time doesn't suit your dealership.
Why: The journey uses QualiFlow's allowed hours, 9:00 AM to 8:00 PM, in the customer's local time when known.
Fix: Record the customer's time zone on their contact profile if it is wrong. To ask for different hours, create a ticket in Support.
How to check: The next Check-in … chip shows a time inside the allowed hours.
