The Messages Inbox is designed to be a catch-all for every message going in and out of your Gloo account so that no one falls through the cracks. At this time, the Messages Inbox pulls in all messages with congregants in your Engage tab as well as all conversations with Explorers in your Reach tab if you have a premium account.
Messaging with congregants in the Engage tab often relies on many of Gloo's automated features to respond to messages so that you don't have to. For example, if someone correctly texts in a Keyword, the appropriate response is automatically sent to them. Or if someone asks a question related to a Quick Response, the system automatically answers their question.
But what if someone incorrectly texts in a Keyword or asks a question the system isn't set up to respond to? Similarly, conversations with Explorers are usually very individualized and rarely rely on any of Gloo's automated responses. In these cases, messages will be flagged as Unresolved so that you can take over the conversation to get the person the answer they need.
Any message that Gloo does not automatically respond to will be flagged as Unresolved with a green dot. If the message was from a congregant in the Engage tab and you have your "New Unresolved Message" response that you set up in your Customizations turned on, the congregant will receive that response to let them know their message was received. If you prefer, you can turn that customization off so that users won't receive an automated message receipt.
Explorers, on the other hand, will still be marked as Unresolved with the green dot to let you know they've messaged, but will not receive the "New Unresolved Message" even if it is turned on in your system. This is because congregants may be used to and expect automated responses, but conversations with Explorers are always personalized and rarely use any automated responses, so we don't want any potentially jarring, bot-like messages to go out to them and interrupt the conversation.
Messages in your Inbox will be ordered so that Unresolved Messages take priority and are shown first. This includes any conversations with Explorers who have responded that you have not yet messaged back. After all Unresolved Messages are shown, all other messages will be shown, with the most recent message first.
Send a reply to an Unresolved Message
Click into a conversation marked with a green dot. Find the specific message that has been flagged. This is the message that says:
If you have determined that a response is necessary, just type your response and click Send.
Note: Looking to turn off the unresolved message automated text response? You can do so under Settings, then click Customizations.
Sometimes congregants just message back to confirm attendance, or "like" a message. If you determine that a flagged message does not need a reply, simply click the Resolve button. This will remove the notification icon and keep your Messages Inbox clean.
You can also navigate to a person's profile right from the Messages Inbox by clicking on the profile icon to the right of the person's name.
Start a one-on-one conversation with any of your people and see all message history
Click on the person you want to chat with or search for their name in the search bar. Type out your message and click Send.
Note: View the entire message history with that person by scrolling.