If a user is not getting an expected automatic response from Gloo, it might be because the user is in an unresolved state, meaning their message is marked with the "Needs Response" status.

When someone sends something in that Gloo does not have an automation set up for, the user will automatically receive your Unresolved Message Response that you set up under your Customizations (if you have it turned on). But whether or not you have that customization turned on, this user's message will also always be marked with a "Needs Response" status in your system until a church admin either replies or manually switches the status to a "closed" status of "Served" or "Disconnected."

If the user is in this unresolved state and continues to send in things that Gloo doesn't know how to automatically respond to, they will remain in the "unresolved state" and will not continue to receive your Unresolved Message Response. Once they text in something that Gloo knows how to respond to, they should receive an automatic reply related to their message.

Important: Remember, if your Unresolved Message Response is turned off, any time someone texts in something Gloo doesn't know how to respond to, they will get NO automatic response.