When an Explorer takes the brave step of submitting their information to be connected to a local church or ministry, we want to honor that bravery by getting them a response as quickly as possible.
For this reason, we ask that you respond to Explorers as soon as possible, and no later than 12 hours after their message comes in. We see the highest response rates when you can respond within 15 minutes-2 hours.
If it has been 16 hours since an Explorer’s message has been routed to you, and that message has not been opened, our system automatically rematches that Explorer to another church/organization that can serve that Explorer immediately. We consider this Explorer to have been ‘dropped.’ These Explorers will show up in your Explorer Inbox as “Rematched,” and you will no longer have access to their contact information, or be able to begin a conversation.
You will see this icon next to the Rematched Explorer’s name:
Rematch warning notification: Note that if it has been 14 hours since an Explorer’s message came in, you will get a warning notification email indicating that the Explorer is at risk for being rematched, and you will have 2 hours to take action before the rematch occurs.
One step you can take to limit the number of Rematched Explorers you have is to turn your notifications on so that you are notified via email, text, and/or push notification when a new Explorer has been matched with you.
In general, the expectation is that you respond to any Explorer that reaches out to you. There may however, be occasional examples of Explorers that have been matched with your account that shouldn't have been- maybe because of a wrong zip code, or a very specific question you are not equipped to answer. If this is the case, please contact us at firstname.lastname@example.org to have that Explorer rematched to a more appropriate organization. Please do not respond to the Explorer, because once you send that first message, we are no longer able to rematch the Explorer within our system.
If you have any questions about this, please contact the Success team at email@example.com.