What it is
A short list of the words you see on QualiFlow's screens about Aria, conversations and support, with what each one means. Names in bold are exactly as they appear on screen. For contacts, journeys, visits, sales and setup, see "Glossary: contacts, journeys, visits and setup".
How to use it
- Find the word in the tables below. They are grouped by topic.
- If a word isn't listed, ask Nora "What does … mean?" and name the screen you saw it on.
- To read more about a feature, ask Nora or search the Help Center for its name.
What the data means
What the data means| Aria | Meaning |
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| Aria | QualiFlow's AI assistant. She answers customers, follows up and takes calls |
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| Main Aria | The permanent Aria agent every workspace has. It can be paused, never deleted |
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| Extra agent | An optional agent with one purpose and one channel, used only where an Owner assigns it |
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| Aria Lab | Where agents are set up and tested. Tabs: Agents, Test, Widgets, Knowledge |
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| Knowledge | Your own answers and policies Aria may quote, when published and in date |
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What the data means| Reply mode | Meaning |
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| Aria switch | One workspace setting with three choices: Off, Ask first, Autopilot |
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| Autopilot | Aria replies right away by herself, within the rules an Owner approved |
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| Ask first | Aria drafts each reply and a person approves it before it is sent |
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| Off | Aria doesn't reply; your team answers |
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| Approve Aria replies | The Staff switch that lets a team member approve Aria's drafts and other Ask first items |
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What the data means| Rules | Meaning |
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| Live rules | What Aria may do with real customers at a location, approved by an Owner (Aria authority) |
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| Book appointments | The rule and tool that let Aria book, move and cancel visits in QualiFlow's calendar |
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| Allowed hours | When automatic follow-ups may be sent. Quiet hours are the hours outside them |
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| Aria note | Your plain instruction to Aria about one customer, which becomes one planned message or call |
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What the data means| Conversation state | Meaning |
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| Automation active | Aria is handling the conversation |
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| Awaiting staff | Waiting for a person: the customer asked for one, or Aria passed it on. Aria still answers |
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| Taken over | A team member is handling it; Aria doesn't answer until it is handed back |
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| Paused | Aria is stopped in this conversation only |
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| Reopened | A closed conversation the customer wrote to again |
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What the data means| Actions | Meaning |
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| Take over | You take the conversation from Aria and it is assigned to you |
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| Hand back to Aria | Aria answers again, from the next customer message on |
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| Handoff | Aria passes a conversation to a person; it shows Awaiting staff |
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| Acknowledge | You've seen the request for a person. It is not a reply |
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| Resolve and hand back to Aria | Closes the handoff and sets the conversation back to Automation active |
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What the data means| Messages and Intake | Meaning |
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| Delivery mark | The status under a sent message, such as Sent, Delivered, Failed or Not sent |
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| Outcome unknown | QualiFlow couldn't confirm what happened to the message. Check before sending again |
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| 24-hour reply window | On WhatsApp, Messenger and Instagram you can reply only within 24 hours of the customer's last message |
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| Intake | Where new conversations wait when a person needs to decide, and where walk-in or phone inquiries are entered |
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| Lead decision | Lead, Customer service, Not a lead or Unclear. An Owner's decision always wins |
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What the data means| Help and support | Meaning |
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| Nora | QualiFlow's help assistant for questions about using QualiFlow |
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| Do it for me | A change Nora prepares on a card; it applies only when you select Confirm |
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| Support ticket | A message to the QualiFlow team with a reference such as QF-000123 |
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| Report a problem | A quick bug note to the QualiFlow team, with no reference and no reply |
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Possible issues and fixes
A word on my screen isn't in the glossary
Symptom: You see a label or status that isn't explained here.
Why: This list covers the most common words. Some screens use words that belong to one feature only.
Fix: Ask Nora "What does … mean?" and say which screen you saw it on. She links you to the screen and its help.
How to check: Nora's answer names the word and the screen, with an Open … button where you have access.
