Keeping up on conversations with your Explorers is easier than ever with our mobile app! You can now view and respond to your Explorers right from your phone or tablet.
As of June 2025, we have released a brand new and improved iOS mobile app into the App Store for use on all Apple devices! The information in this article is specifically geared toward users of this new iOS app. We are working hard to release the new version on Android as well. For more information on responding to Explorers in the Android app, check out this article.
View and respond to Explorers
While in your Inbox, tap Explorers to view all conversations with Explorers. Note that you may need to swipe left in the options up top to get to Explorers. The Explorer with the most recent message sent will appear at the top of the list, but you can change the sorting and filtering using the boxes in the top right corner.
Tap on an Explorer’s card to view that specific conversation. For new Explorers that you have not yet responded to, a timer will appear in red beneath their name that starts with a 16 hour countdown. If you do not engage the Explorer within that 16 hour window by either responding in Gloo or changing their Status to Served, the Explorer will be rematched from your account to another organization.
The message the Explorer sent in will be shown at the beginning of their conversation, so that you have context to respond. Type out your response in the "Send your message" section, and tap Send when you're ready to send it.
Note: On your first message, make sure to introduce yourself and share how you got their information. The explorer will receive your message as a text message from your Gloo phone number and will not be able to see their original message to you. If you need any tips, be sure to check out our 5 Keys to successful Explorer interactions and sample conversations.
Sending an Explorer a message will automatically change their Status to Served, and if they are a new Explorer it will remove the countdown. You can manually view and change an Explorer's Status at any time by tapping the Status button in the top right corner of their conversation.
Managing your Explorers
Explorers can be assigned to one of your Gloo Team Members by tapping the Assign button to the right of the Explorer's conversation card. Choose from the drop down list of team members and assign the conversation to one or more people. Those team members will get an email notification that an Explorer has been assigned to them for followup.
From within an Explorer's conversation, you can tap their name to view more information on the Explorer.
From here you can view helpful information on the Explorer like their phone number, zip code, and email, if they submitted one. You can also add or remove them from specific Groups for easier mass communication, or Workflows if you have custom content to share with them.
