Reply and add internal notes

What it is

The composer sits at the bottom of every open conversation. It has two modes:

• Reply to customer (for example Reply to customer · SMS) sends your message to the customer on the conversation's own channel.
• Internal note saves a private note for your team. It is never sent.

Sending a reply takes the conversation over from Aria and assigns it to you. Adding a note changes nothing else.

How to use it

1. Open Inbox and select the conversation.
2. Check the Compose mode pill. It reads Reply to customer with the channel name, or Internal note; select it to switch.
3. Type your message. On a text, chat or social reply, Enter sends and Shift + Enter adds a line. On an email, Enter adds a line and Ctrl/⌘ + Enter sends (point at the send button to see this reminder).
4. On an email conversation, set the Subject if you want a new one (empty keeps the thread's own "Re:" subject; a new subject starts a new email thread), choose Add your signature or Add workspace signature, tick Quote the customer's last message if you want it, and select Preview email to check.
5. On an email conversation with two or more connected dealership addresses (Gmail, Outlook, your own mailbox or your email domain), pick the From address in the list if you want another one. It starts on the mailbox the customer wrote to (or your first connected address if that one is gone), and the reply stays in the customer's thread unless you change the subject.
6. To copy someone, type their address after the customer's on the To line, or select Cc and type it there, then press Enter (or a comma). Remove one with ×. Up to 10 extra addresses in total, each once; the customer's own address can't be added again.
7. Select Send reply (or Add note for a note).
8. Watch the mark beside the time on your message's name line (at the end of the message when it follows another of yours): Sending, then Queued, Sent and Delivered where the channel reports it.
9. On WhatsApp, more than 24 hours after the customer's last message, an Owner selects Use a WhatsApp template, picks one under Can be sent, fills its values and selects Send template.
10. On WhatsApp, Messenger and Instagram, watch the reply window chip under the customer's name, for example Closes 6:10 PM. It turns amber when under two hours are left.

What the data means

A counter appears once you pass 80% of the limit, for example "1,532 / 1600", then "· shorten by N to send".

The paperclip is always disabled ("File attachments can't be sent from the Inbox yet"): send a file from your dealership mailbox or phone and add an Internal note saying what you sent. Website chat and web form conversations have no reply channel in QualiFlow, so the composer starts on Internal note; contact those customers by phone or email from their profile.

Customers only get email from your dealership's own mailbox or email domain, never from a QualiFlow address; the From list shows only your own connected addresses. A reply that went to extra people or from another of your addresses shows a line under it, for example "From service@yourdealer.com · To dana@example.com, sam@example.com · Cc manager@yourdealer.com". Only replies you write yourself can copy people; Aria, journeys and campaigns never do.

Possible issues and fixes

The composer says "Can't reply"

Symptom: An amber line above the message box says, for example, "Can't reply on Instagram: 24-hour window closed · your draft is kept", with Why? and Write internal note.

Why: The customer opted out, the channel or mailbox isn't connected, texting isn't set up, Meta's 24-hour reply window has closed, or no dealership email is connected.

Fix: Select Why? (or the Can't reply chip) for the full reason and its fix buttons. An Owner connects the channel or mailbox in Settings → Connections. On a Meta channel, wait for the customer to write again. Never message a customer who opted out there.

How to check: Select Allow sending again if it shows, then send. The message gets a delivery mark.

The conversation shows a Reconnect chip

Symptom: A red chip such as Reconnect Instagram sits under the customer's name, and the line above the message box offers Reconnect. Select the chip to read, for example, "Instagram needs to be reconnected: …" or "The Gmail mailbox needs to be reconnected: …".

Why: QualiFlow's access to the Page, account, number or mailbox has ended. Nobody, including Aria, can reply there until it is reconnected.

Fix: An Owner selects Reconnect, which opens Settings → Connections, and signs in again with the account that owns the Page, number or mailbox. Then answer any message that arrived meanwhile yourself. Reconnecting does not reopen Meta's 24-hour window.

How to check: The chip is gone and Send reply works.

The composer says "Texts aren't sent yet."

Symptom: On a text conversation the status row shows the Texts aren't sent yet chip and the line above the message box says so too. Select the chip or Why? for the full text and Open business details. Your texts show Not sent.

Why: Texting starts after US carriers approve your business registration. Calls and incoming texts work before that, but texts you send are held.

Fix: An Owner selects Open business details and sends the registration in Settings → Connections → SMS & calls. Approval takes a few days, up to 3 weeks. Meanwhile call or email the customer, and send the text again once texting is approved.

How to check: A new text shows Sent, then Delivered.

An extra address or the From address is refused

Symptom: A note under the address you typed (for example "This address is already added."), or after Send reply "… asked not to get email from your dealership …" or "This From address isn’t one of your dealership’s connected email addresses …". Your draft is kept.

Why: Extra addresses must be full, listed once, 10 at most, and never stopped or opted out. The From mailbox was disconnected.

Fix: Correct or remove the address, or reload and pick another From. Owners see Stopped addresses in Settings → Connections.

How to check: The reply sends and lists every address under it.