Recent Blogs
What's New with GoTo Connect - March 2025
2 MIN READ This month, we’re excited to share a roundup of new features and updates designed to enhance your experience and make GoTo Connect even more powerful and user-friendly. Here’s everything you need to know! Do Not Record Settings Customers concerned with privacy want to be able to exempt certain extensions from recordings no matter what, especially in situations where a call with an ongoing recording transfers to an extension to share sensitive information like credit card information. PBX administrators can now configure “Do Not Record” settings on Direct Extensions Ring Groups and Queues Mute the ongoing recording whenever the Do Not Record extension is on the call. This can be configured in the global pbx settings and/or per extension in the recording settings. Manage Contacts in GoTo Admin The Contacts experience is now available directly from the GoTo Admin Portal for all our Admin users! No longer do you have to use the GoTo app to manage contacts. This will help with even more features coming soon for Contacts and Shared Contacts. Schedule-Based DND on Web, Desktop, and Mobile Schedule-based DND provides the ability for users to configure their personal work hours directly from the GoTo app. Outside of these defined hours, you can now automatically activate Do Not Disturb effectively silencing all notifications across all platforms. Contact Center: AI Management The release of AI Quality Management (AIQM) as an important Workforce Engagement Management module embedded within Contact Center Complete. AIQM evaluates agent quality for up to 100% of inbound queue calls against a set of pre-defined, out-of-the-box customer service questions. Evaluations appear within minutes for review, unlocking a new era in responsiveness and coverage for quality assurance. Contact Center: Custom Dispositions for call queues A favorite ask from Community members is now available! Organizations can now categorize queue calls using custom dispositions. CC admins & authorized Supervisors can create new, custom dispositions to categorize agent calls. They can also edit those dispositions, and enable/disable them from their agents' interface. Disposition categories offer a way to group the dispositions in the softphone interface. Analytics users can filter by disposition in the Queue caller dashboard, and view Dispositions in the Queue caller export and interaction details. There's more coming, stay tuned to this space, and please let us know your questions or comments in this thread.What's new with GoTo Connect Nov/Dec 2024
4 MIN READ Much has been added to GoTo Connect over the past few months, we wanted to take a look at what recently went live! GoTo Connect CX + Customer Engagement: Multi-inbox You can now create multiple inboxes to streamline shared inbox organization and elevate campaign communication. This gives you the flexibility to organize campaign and channel information by team or individual. Each inbox can be customized with WhatsApp, SMS, Facebook, Instagram, and webchat, each with its own after-hours schedule and follow-up survey. This enhancement empowers Customer Engagement and CX to scale seamlessly with their business needs. You will find detailed Support and Enablement documentation here, including a detailed troubleshooting guide and step-by-step demo videos. GoTo Connect Contact Center: Ready Duration for Supervisor Dashboards Supervisor Dashboards now displays a duration counter for the ‘Ready’ status. In the past a duration counter has been displayed on Supervisor dashboards for statuses such as Queue Call, Outbound and pause reasons such as Break. Ready has now been added and is visible in the Overview, Call Queues, and Agents tabs under Supervisor Dashboard. GoTo Contact Center: AI Call Summaries and Zendesk Sell Integrations Allows you to enhance communication and sales productivity. AI Call Summary offers insights like topics, sentiment analysis, and flags in GoTo Call Log, while Zendesk Sell integration improves processes and visibility with features like Call Logging and Click-to-Call. GoTo Contact Center: Improved Callback Leave Reason + Outcome Allows you to monitor the new Left Queue Reason of "Callback Failed," now included in contact center reporting for enhanced clarity. Refer to our How do I set up auto-queue callback and Callback Reporting FAQ support articles for further details and information. GoTo Connect Contact Center: Outcome Detail Chart We have released a dedicated widget for ‘Total Calls by evicted system’ to provide visibility into the left queue reasons. The new widget will appear in the PDF export and it’s data continues to be available in the existing CSV export. GoTo Connect CX + Customer Engagement: Shared Inbox WhatsApp Account Blocking for Mobile When Meta blocks a WhatsApp account, team members are now notified that the corresponding WhatsApp channel is no longer functional and that no customer communication is possible. GoTo Connect CX + Customer Engagement: Shared Inbox Conversations Assigned to Others for Mobile Conversations assigned to others allow managers and team members in 'Assignment mode only' to see which conversations are assigned to other team members. Learn more here. GoTo Contact Center: Export Improvements for Analytics boards Allows you to better understand and track call outcomes in Contact Center queues through updated mappings of Leave Reasons and Outcomes. Please refer to our support article on What are the reasons a caller left queue? to fully understand how leave reasons map to outcomes. GoTo Connect: Presence Auto update Allows you to set their presence status to 'Available' manually, overriding the platform-set 'Busy' status linked to Calendar events, calls, or meetings, enhancing flexibility in presence management. Learn more about it here. GoTo Connect: (Mobile) Presence Auto-Update, Enhanced Transfer Flow and Contact Custom Fields Allows Connect CX and Customer Engagement customers on mobile to use the new Auto-Update presence state, which automatically adjusts to show as 'Busy' or 'Available' status based on activity. The update also improves the warm transfer flow by ensuring seamless keypad access during IVR interactions and introducing editable custom fields in contact sheets. GoTo Connect: Inbox Improvements New Inbox improvements allow you to view assigned inbox channels directly in the shared inbox list for Customer Engagement and Connect CX accounts. Contact Center, Connect CX and Customer Engagement customers can now move numbers and conversations between inboxes. GoTo Connect: Copy & Paste Numbers for SMS Campaign Allows you to effortlessly select campaign contacts by copying and pasting numbers, streamlining the process of adding contacts to campaigns. The update automatically matches numbers to existing contacts, creates new ones if necessary, prevents sending to opted-out contacts, and flags invalid numbers. Read more on setting up text campaigns here. GoTo Connect: WhatsApp Outbound with Templates This allows you to send outbound WhatsApp messages using pre-approved templates, facilitating sending 1-on-1 messages from the shared inbox and supports advanced template types with buttons. Users can search and filter templates, use them to start new conversations or respond to expired ones, and access a detailed guide and demo video for setup. GoTo Connect: Deskphone background image management in GoTo Admin Allows IT admins to manage deskphone background images directly from GoTo Admin, streamlining customization. Admins can set a default image for all phones in their account or edit individual phones to assign unique backgrounds, choosing from up to five images in their account album. GoTo Connect: Edit sound clips in GoTo Admin Admin’s now can edit their sound clips directly from the audio library section in GoTo Admin. GoTo Connect: PipeRun CRM (LATAM) Our integration with PipeRun CRM offers support for our LATAM customers! This release enhances communication and customer management workflows seamlessly within PipeRun, a platform widely used across Brazil and other Portuguese-speaking regions. Any questions or comments on these features, please let us know in the comments.
