What it is
Journeys are QualiFlow's own follow-up logic. They run the same way for every dealership, with QualiFlow's timing, allowed hours, contact limits and messages in English, Spanish and French. QualiFlow manages them and improves them for everyone.
There is no Edit, Set up, Review & approve, draft, version or on/off switch for a dealership. Nothing has to be approved before a journey sends, and a journey never waits for anyone at the dealership to set it up. Your team's part is to keep the records a journey starts from complete, and to connect your dealership's text number and email.
What each journey does:
- New inquiry follow-up: follows up a new sales inquiry 1 day and 3 days later, until the customer books or replies.
- Quiet conversation follow-up: Aria checks in, at most twice, when a customer goes quiet with an open request.
- Appointment reminders and no-show recovery: confirms a booking, reminds the day before and two hours before, and follows up a missed visit.
- Showroom and test-drive follow-up: follows up a visit that did not end in a sale, 1 day and 5 days later.
- Requested follow-up and callback: contacts the customer at the time they asked for, and once when a car they are watching arrives.
- Pre-delivery and post-delivery check-in: a welcome the day before the planned delivery, and a check-in 3 days after.
- Surveys, reviews and complaint resolution: asks for feedback a day after a verified visit, delivery or service, when the customer agreed to be asked.
- Lease maturity and replacement, Financed ownership check-ins and Cash ownership check-ins: keep in touch through ownership.
- Service retention: reminds the customer about their next service.
- Inventory notices: tells a matching customer about a vehicle when your team queues it for outreach.
How to use it
- Open Journeys and select a card to see who is in the journey (Activity) and how it is doing (Stats).
- Keep the records complete: confirmed appointments, attended visits, verified sales, deliveries and completed services. See "What each record needs to start a journey".
- Make sure an Owner has connected your text number and dealership email in Settings → Connections.
- To ask for a change to a journey's wording, timing or hours, open Support, create a ticket, and say which journey and what you would like.
- QualiFlow Support replies on the ticket. A change QualiFlow makes applies to new runs; customers already in a journey keep the steps planned when they joined.
What the data means
| Setting | QualiFlow's value |
|---|---|
| Allowed hours | 9:00 AM to 8:00 PM (Appointment reminders 8:00 AM to 8:00 PM), in the customer's zone |
| Contact limit | 3 per 7 days (Appointment reminders 3 per 24 hours; Quiet conversation 2 per 24 hours) |
| Late messages | Never sent: a step that can't go out in time is skipped |
| Locations | All locations |
| Languages | English, Spanish and French for every step |
QualiFlow also adds the dealer's name and "Reply STOP to opt out." to texts where needed, and an unsubscribe footer to marketing email. Quiet hours use the customer's own time zone when it is known; you can record it on the customer's contact profile.
Possible issues and fixes
I want different wording or timing on a journey
Symptom: A journey's message or timing doesn't suit your dealership.
Why: Journeys are managed by QualiFlow, so dealerships can't edit them.
Fix: Create a ticket in Support, name the journey and describe the change.
How to check: QualiFlow Support answers on the ticket.
Older notes mention Edit, Setup or "Journey draft waiting for approval"
Symptom: A teammate, an old task or an old message mentions editing, approving or a journey draft.
Why: Earlier versions of QualiFlow let Owners edit and approve journeys. That is gone; journeys now run with QualiFlow's settings.
Fix: Nothing to do. Close any old "Journey draft waiting for approval" task in My Work.
How to check: The journey's card reads Running and its Activity tab shows customers moving through it.
A journey can't send yet
Symptom: A card reads Waiting for: a text number or dealership email.
Why: Your dealership has no sender connected. Journeys never send from a QualiFlow address.
Fix: An Owner connects a sender in Settings → Connections.
How to check: The card reads Running.
