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Direct Chat disapeared
We have used direct chat for years. On Tuesday, Direct Chat disappeared from the website and the app. Not only are all past chats and channels gone, the option itself is gone. We only have text available. Any suggestions?SolvedKG-MPAS16 days agoActive Contributor147Views0likes6Comments
New display for messages (June 2025)? Not so great.
Recently, in the past week or two, it seems like the display of text messages has changed in my GoTo Connect on my Windows 11 laptop. I'm using Version 4.15.0. The old display had two columns. On the left was the Inbox which included the list of conversations, and on the right was the display of the selected conversation. (I'm not counting the collapsible leftmost column where you switch between Phone/Inbox/Meetings/Contacts.) The new display has three columns. On the left is the Inbox, but it no longer includes the list of conversations. Instead, the bottom 3/4 of the Inbox column is empty. (It looks like it will show favorite contacts if I want it to, though I don't have any contacts marked as favorites.) The list of conversations is now its own column, in the middle. The selected conversation is on the right. The result is much less space for the selected conversation. This isn't a problem when I'm connected to a decent size monitor, but I often work out of the office and am using the laptop's screen. In this new three-column configuration, it's a waste of available space to give the Inbox and conversation list separate columns, squishing the space available for the currently selected conversation. The space crunch is worse when I open up the view of the contact I am texting with. That opens a fourth column, shrinking the current conversation even more. I have tried to find a way to reorganize the view so that the list of conversations goes back under the Inbox, but I can't find a way to do that. Maybe if I had administrator privileges, but I don't and won't get those from my work. If there is a way to change this, please let me know. If I'm stuck with this in the current version of GoTo Connect, then please consider this a feature request to give more flexibility. Thank you.Solvedjtellerelsberg21 days agoActive Contributor62Views0likes4CommentsTeam Chat?
I'm a new GoTo customer. I was looking at the GoTo Connect specs and saw that a Teams chat is supposed to be part of it. But I only see Messages that are our SMS. I was hoping to completely stop using MS Teams and only the GoTo app. Our onboarding project manager has been fairly unresponsive, so I'm asking the community first.SolvedSTCadmin3 months agoNew Member49Views0likes2Comments
Retirement
I am a healthcare professional and am retiring in June. I have patient records and will still need to be reachable periodically by patients after my retirement. My question is, what is the best way to do this without having to maintain a separate phone line for incoming calls? Can I hust have the GoTo App switch my calls to my cell? Do I have them go to a voicemail that I can check periodically? I want to be able to access important calls, but don't want every call (sales calls) to get through. Wondering how others have handled thisSolveddrj20253 months agoNew Member38Views0likes2Comments
How to Make All Softphone Instances Ring Simultaneously (Same Extension, Multiple Tabs)?
Hello community, I am creating a softphone using the GoTo Connect API that will be embedded in a helpdesk platform. In this environment, it’s common for agents to have multiple tabs open, which means the softphone will be loaded several times for the same user/extension (e.g., 1090). Ideally, I would like an incoming call to ring in all softphone instances for the user. Current behavior and what I’ve tried: Each softphone instance creates its own notification channel (socket), device, and device extension (all for the same extension 1090). Only the last registered device receives the "incoming" event. All other tabs/softphones only receive "call-state" updates, not "incoming". Sharing the same notification channel across all instances: Only the last connected instance stays connected. As soon as a new one connects, the previous one is disconnected. My goal is for all tabs (softphone instance) to ring simultaneously for incoming calls on that extension. So, is it possible (using the GoTo Connect API) to have all softphone instances for the same extension ring at the same time? Thank you in advance!Solvedsamuelpares3 months agoActive Contributor64Views0likes4CommentsMetrics / Reporting
Hi there, Our company is new to Go To and I am wanting to setup and run reporting on my schedulers who take inbound and outbound calls to schedule inspections. I have gone in and used the analytical section to run weekly reports but what I struggle with is an efficient way to separate out the number of calls my two schedulers didn't handle. For example, they went through the auto-attendant and didn't speak with anyone because my schedulers were on the phone or it was after hours, etc. Does anyone have any tips or tricks to find "missed" calls through the internal and external numbers instead of by my users? I run the report for the week prior and it will say total inbound and total outbound calls and my schedulers only show the # they handled but I want to know how the other calls ended up as far as the disposition. We also run outbound call campaigns to new agents and to agents who used us for the first time on an inspection the week prior and I'm trying to find out if there is a report I can run to understand my metrics for our campaigns. Any help, tips, advice, would be greatly appreciated. Thank you, ErinSolvedErinW20253 months agoNew Member84Views0likes2Comments
Need to access my calls coming to laptop remotely
Hello All, I know this is a basic question. But need your help to understand on how to setup the system for the below usecase. Primary Purpose - I have a work laptop where i cannot carry my laptop where ever i go. So, i want to attend the calls (say microsoft teams, skype, zoom calls coming to the laptop) remotely. And also, i should be able to call anyone in the teams and should be able to talk remotely even when my laptop is not there with me. In simple terms, i should be able to take the calls and call the teams/skype from remotely (I have remote access to my laptop). I hope i have explained clearly. Please let me know how to sovle this by setting up Polycome VVX 250 VOIP phone and Goto connect.Solved44Views0likes1CommentBackup/Overflow Queue
I found this old feature request and I am looking to accomplish the same task. That is having an additional queue that an agent would be able to join and receive calls only if all other agents in our primary queue are busy and there is an agent available in this backup queue. Is this something that has already been added since this post or can it be achieved through other means? I'm still learning the lingo for the software, so any direction would be appreciated. Here is the URL to the other post made 3 years ago. Priority Queues/Weighted queues | GoTo Community Thanks, SimonSolvedSimonG-MVD4 months agoNew Member53Views0likes2Comments
GoTo Connect - Chrome Extension
Hi, I'm in the UK and I noticed a message in Google Chrome telling me that the Goto Connect Extension "This extension may soon no longer be supported - Remove or replace it with similar extensions from the Chrome Web Store". This is the same for all of our users, although a few have had it automatically removed, I can't even find it in the Chrome Store anymore, what has happened? will it be sorted? I contacted support and they just told me to post in the Ideas section!!Solvedbluetba5 months agoActive Contributor397Views0likes22CommentsRing Tones for different types of calls
Our office is GoTo Connect user. Some have phones on their desk and I opted to use my cell phone with the GoTo app. We have a main number here at the office which I am logged into to help take calls. I also have my own Direct Incoming Dial phone number for my clients to call me direct. I would like separate ring tones for the following: An incoming call on the main number that is ringing my phone because I am logged into the system to help back up incoming calls An incoming call on my Direct Incoming Dial number - when a client is dialing me directly and not using the main number a call being transferred from another person on our GoTo Connect system. (i.e. someone answers the main number and wants to transfer me the call. Let me know if any of you have figured this out or has a solution for me. - Jeff - The Partial IT GuySolvedJeff-PartialIT5 months agoActive Contributor128Views0likes1Comment
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