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Why Can't I Respond to an Explorer?

Learn why an Explorer has been Rematched, and how to avoid this in the future.

Updated over a week ago

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.

Watch the video below or continue reading to learn more about rematching explorers.

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. Explorers may request a Rematch at any time if they feel another church might be a better fit to their needs.

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.

What does Reassigned mean for an Explorer?

When you see an Explorer in your inbox labeled as Reassigned, that means they have been rematched to your organization from a previous organization. Sometimes, Explorers get Reassigned to another organization if the Explorer is matched with an organization that does not meet their needs or they have not been responded to within the 16 hour window of initial matching.

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 to have that Explorer rematched to a more appropriate organization.

If you have any questions about how to appropriately respond to your Explorers, you can always contact our Success team at for advice.

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