What it is
Journeys run automatically and are managed by QualiFlow, so the fix is never in the journey itself. It is in the record, the contact, a connection or a setting. There are three places to look:
- The journey's Activity tab: select the journey's card on Journeys and find the customer. Their row shows the step, the next send and the result.
- The record: if the customer is not in Activity at all, the record the journey starts from is missing something.
- My Work: a step that needs a person becomes a task beginning "Follow up yourself:" with the reason in plain words. Owners also get alerts under the bell.
A customer is checked again whenever their visit, sale, delivery, service, appointment or inquiry is saved, so correcting the record is usually enough.
How to use it
- Open Journeys and select the card of the journey that should have messaged the customer.
- On Activity, find the customer and read their step, next send and result.
- If they are not listed, open the record the journey starts from and check it against "What each record needs to start a journey".
- Open My Work and look for a task beginning "Follow up yourself:" for this customer.
- Open the customer's contact and check Communication restrictions, permission, phone, email and conversations.
- Apply the fix below, then contact the customer yourself if the message still matters.
- Save the corrected record. QualiFlow checks the customer again straight away; there is nothing to start by hand.
What the data means
| A journey won't start when | Fix |
|---|---|
| the record is not verified yet | Set Source to Verified and fill in its evidence |
| the record has no date to plan the steps from | Add the missing date |
| every step was already in the past | Nothing is sent late; contact the customer yourself |
| the customer is in Trash | Restore the contact |
A step that waits is retried: outside allowed hours it waits for the first allowed minute; after a team member takes over it is retried for a few hours, then shows Needs staff. A setting you can fix (a channel not ready, Aria off, sending paused) is retried for about a day, with at most one alert per reason per week, then becomes a task. Nothing is ever sent late.
A customer reply ends the remaining steps of sales and feedback journeys, and holds delivery, ownership and service journeys until a person reviews the reply. Appointment reminders continue after a simple thank-you, contact detail or general car question. A cancellation, rescheduling request or unclear change holds them for review. For reminders, select Resume reminders on the appointment in Visits after checking that the booking still stands. SMS and email checkpoints keep separate results; a problem with one does not repeat a message already sent on the other.
Possible issues and fixes
My Work says "Follow up yourself: no permission on file"
Symptom: A task says there is no permission on file to text, email or message this customer.
Why: No permission is recorded for that kind of message at that exact phone or email, or it shows Not confirmed for automation, or the number is on two contacts.
Fix: On the contact, select Record permission with the right purpose and tick Include captured disclosure and affirmative permission. Merge duplicate contacts. Mark the task done.
How to check: The next step for this customer goes out.
My Work says "Follow up yourself: Aria could not send a journey message"
Symptom: A step ended as this task.
Why: Aria is set to Off (staff replies) here, or one of her settings has been wrong for about two days.
Fix: An Owner sets Aria to Autopilot, approves the location's live rules and publishes the agent in Aria Lab.
How to check: In Settings → Go-live checklist, Aria answers customers reads Ready.
The 24-hour window closed, or there is no ready channel
Symptom: A task says "the customer's 24-hour window has closed" or "no ready channel for a journey message".
Why: Each step uses the first channel allowed: text, then Messenger, Instagram or WhatsApp (within 24 hours of the customer's last message), then email from your own mailbox or domain. After a text STOP, service messages go by email; marketing ones only with marketing permission for email (or follow-up permission, for New inquiry, Showroom and Requested follow-up). Website chat can't carry journey messages.
Fix: Add the customer's phone or email to the contact, record their permission, or connect a texting number or email in Settings → Connections.
How to check: The next step goes out.
An alert says journey messages can't go out or are waiting
Symptom: The bell shows "Journey messages can't go out: reconnect the channel" or "Journey messages are waiting".
Why: The mailbox, text line or social connection is not ready, sending is paused, the location is inactive, or Aria is not set to send here. Journeys never send from a QualiFlow address.
Fix: An Owner reconnects the channel in Settings → Connections, selects Resume sending in Settings → Go-live checklist → Safety controls, or reactivates the location.
How to check: The customer's result in the journey's Activity tab shows the step as sent.
A text step shows Failed with no reason
Symptom: A text step reads "no further detail was recorded".
Why: Most often the business texting registration is not approved. A daily or monthly text limit, or a number outside the US and Canada, can also cause it.
Fix: An Owner checks Settings → Connections → SMS & calls → Business registration. If it is approved, create a ticket in Support.
How to check: The number's card no longer says "Texting starts after your business is approved by US carriers."
