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GoTo Connect 2025 Year in Review!
2 MIN READ Let’s take a look at some of the highlights from 2025! Turn Conversations into Actionable Insights GoTo Connect’s enhanced reporting now turns calls and messages into clear, actionable insights for every team. Your conversations matter—and now your data delivers even greater value for you. Check it out here Scheduled-based DND Set your work hours in the GoTo app and notifications automatically silence, letting you focus or unplug with ease. Learn more here. Virtual Fax: Now with Smarter Filters and Customization Options Virtual Fax now makes it easier than ever with combined filters, multi-recipient faxing, a simple country code selector, customizable cover pages, company name sender options, detailed sent history, and mobile access. Learn more here. A New Admin Center Thanks to customer feedback, we've redesigned the Admin Center with a cleaner look, easier plan dial plan editing, seamless voicemail access, updated reports, and more. Managing your communications is now simpler and more intuitive than ever. Try it now! Smarter, More Personalized AI Receptionist, now with Enhanced Insights Build you AI Receptionist's smarts from your own content, personalize greetings in any language, and get clear, real-time insights into every call. Faster answers, tailored experiences, and smarter decisions made even easier. Add it now Find What Matters Faster with Transcript Search Quickly locate keywords and surface key conversations and spot trends and feedback from every call, all in one easy dashboard with Advanced Reporting Add it now Smarter Call Routing, Tailored in Real Time Automatically direct each call to the right agent or queue using intelligent rules based on caller and contact data with the all new conditional routing node in the dial plan Try it now This is just a glimpse of everything we’ve launched in 2025—and we’re only getting started! Stay tuned to this blog throughout 2026 for regular updates on new features and exciting releases. Remember, our community is your space to connect, share ideas, and offer feedback directly to our product team. We genuinely value your input and look forward to hearing from you!What's new with GoTo Connect - November 2025
2 MIN READ Schedule Call & Message Reports Before this release, only the Queue Caller, Resolved Conversation, and Satisfaction Survey boards could be scheduled. With this release, it is now possible to schedule both the Call Reports and Message Reports boards as well, with the same flow. Automating this report to be delivered on a regular cadence eliminates all of the extra steps needed for managers and admins to export and share this information Find out how to share and schedule reports here. Also released Improvements to the Scheduled Reports Naming Conventions CSV reports that are scheduled in Analytics now have unique naming conventions based on the date and board scheduled. This release now gives a distinct name to each export including the board exported and the date it was exported. See image below for examples of what this looks like Voicemail Visibility in GoTo Admin This is a new feature in Goto Admin that now allows admins to view the read / unread voicemails for each extension. All voicemail settings are now in their own tab under direct extensions → Voicemail There is a new table in the voicemail section that displays all voicemails left for the extension. New Device Settings directly in GoTo Admin Now you can easily customize key features for your hard phones directly in GoTo Admin, making it simple to set defaults and manage device to fit your needs. Try it now Contact Center: Pause Detail and Productivity Reporting See more information here in our idea forum. Contact Center: AI Quality Management Configuration Improvements - Not Applicable Scoring and more Meet smarter scoring with N/A in AIQM: we clearly surface non-applicable moments and let you choose whether they count, giving you cleaner, more trustworthy scores, happier agents, and sharper coaching. It’s effortless to use, eliminates blind spots, and ensures your benchmarks reflect real performance—without ever penalizing agents for what didn’t happen. A question such as “Did the agent ask the caller before placing them on hold?” may not apply if the call contains no hold. These types of questions will now be scored N/A appropriately. We are also offering configurability for the Total Score calculation when N/A is involved. Contact Center: AI Quality Management Assign Forms to Queues You can now build multiple, versioned evaluation forms and assign them to the queues that matter, backed by a central question bank and fully supporting ‘no‑credit for N/A’ option—cleaner evaluations, better coaching, and audit‑ready history. Learn more about AI quality management here. Questions, comments, feedback? Let us know in the comments below.What's new with GoTo Connect - September 2025
2 MIN READ Hello GoTo Connect Community! I'm happy to share the latest GoTo Connect releases, featuring powerful new enhancements designed to streamline your communications and elevate your team’s productivity. Sentiment + Topic for All Calls Allows you to use AI-powered sentiment and topic analysis on every recorded call, enabling teams to proactively identify trends, coach staff, and improve overall customer experience without manually reviewing transcripts or recordings. This is available for Advanced Reporting add-on customers (CX, Auto CX, and Contact Center Complete have Advanced Reporting add-on as part of the bundle). Improved Inbox AI features Allows you to access enhanced AI-powered conversation summaries and sentiment analytics across more plans and digital channels, with increased accuracy, transparency, and control. This includes upgrading our AI features across the Shared Inbox and SMS campaigns and making them available to more customers (now for CE Pro and CX). GoTo Mobile: Shared Inbox – Mark Conversation as Read/Unread Allows customers using GoTo Mobile to easily mark conversations in their shared inbox as read or unread. This highly-requested feature boosts team collaboration and makes it simple to track which messages need attention on the go. Contact Center, CX, and Customer Engagement: SMS Campaigns Now Available in the Inbox SMS campaigns are now available right in the inbox for our Customer Engagement, CX, and—newly added—Contact Center customers! Moving campaigns to the inbox will eventually replace the old Engage experience, making it easier to discover and launch campaigns. Attendant Console – Company Contact Groups Company Contact Groups, is now available to all Attendant Console users! This much-anticipated feature, our most requested since the attendant console’s initial release, empowers users to create customizable contact groups. With Company Contact Groups, you can easily organize contacts by department, location, call queue, or any category that best suits your workflow. The improved filtering capabilities allow for more precise presence monitoring, faster call routing, and improved management of frequently contacted teams. Chat Assistant “Close Conversation” Node The chat assistant just got a lot more versatile! We’ve made it possible for chat assistants to completely resolve conversations without transferring to a human agent. Inbox managers and CC admins can now configure a new ending node that automatically closes out a conversation with a clear, branded message. This means you get immediate closure and it will be routed properly the next time they message in. Conversations closed by the chat assistant now show in the Resolved Conversations board. Set a phone number to recover your password One more important feature! Now, you can add a single recovery phone number to your account, making it easier to reset or recover your login password if needed. For more information, including set-up, see this article. We would love to hear your thoughts and questions. Please let us know in the comments.Introducing Verified Caller IDs: STIR/SHAKEN Now Available
2 MIN READ We’re thrilled to announce a new feature that empowers you to answer calls with greater confidence and peace of mind! As part of our ongoing commitment to safer, more trustworthy communication, GoTo Mobile and GoTo Desktop now display a special indicator when an incoming call comes from a genuine, verified phone number. This enhancement is powered by STIR/SHAKEN—a set of industry-leading protocols specifically designed to combat the problem of caller ID spoofing. What’s the Problem? For years, VoIP technology has made it easier than ever for bad actors to impersonate someone by faking a caller ID number—a technique known as spoofing. Spoofed numbers can lead to spam, scams, and even fraud, eroding trust in voice communication. That’s where STIR/SHAKEN comes in. How Does It Work? STIR/SHAKEN It's a government-mandated (FCC) technology suite that verifies incoming calls come from legitimate, non-spoofed phone numbers. It helps verify that the phone number displayed on your caller ID hasn’t been tampered with. When you get a call on GoTo Mobile or GoTo Connect Desktop (with US-to-US calls), you'll see a verified icon 🗸 next to the number if our carrier has confirmed it’s the real deal. Now you can answer with confidence, knowing the number you see is legitimate and not spoofed. Here is an example GoTo Connect desktop: Where is it available? Currently, STIR/SHAKEN is available only for calls made from one US phone number to another US phone number. What does it verify? STIR/SHAKEN confirms the authenticity of the phone number—but not of the caller’s identity, name, or other info, which can still be manipulated. Does it block spam calls? No, it doesn’t block or filter spam or unwanted calls. If you continue to get unwelcome calls from a verified number, you can still block that number yourself. FAQ: What is the real benefit of STIR/SHAKEN? It lets you know whether the number displayed for an incoming call has been verified by your carrier as authentic, making it harder for scammers to hide behind spoofed numbers. Does this mean all scam or spam calls are gone? Not yet. While scammers will find it harder to impersonate trustworthy numbers, STIR/SHAKEN can’t block calls or verify the actual identity behind a call—just the number. Is it available outside the U.S.? Currently, this technology is only applied to calls between US numbers. The feature is being currently deployed on GoTo Mobile and will soon be available in GoTo Connect Desktop and Web. Let us know your comments and questions below!Two new GoTo Connect Features Launched in June: AI Receptionist Language & Accent Support, and GoTo Mobile Contact Center Agent Access
2 MIN READ We’re excited to announce two major updates that're now live: AI Receptionist Language & Accent Support and GoTo Mobile: CC Agent Support. Read on for details about how these features could unlock new value for your team and your customers. AI Receptionist: Now with Language & Accent Support The GoTo AI Receptionist just got even smarter and more versatile. You can now select the desired language and even the specific language variant (such as US or UK English) for your AI Receptionist. Why is This a Big Deal? Serve a Global Customer Base: Easily configure your receptionist to greet and guide callers in their preferred language, making your business accessible to more customers. Perfect the Experience: Go further by choosing the appropriate language variant, ensuring that accents and phrasing feel natural (think: UK English for a London office, US English for New York). Effortless Setup: Configuration is straightforward. Just head to your AI Receptionist settings, pick your language and accent, and you’re ready to go! GoTo Mobile: Contact Center Agent Support We know modern teams need flexibility—especially Contact Center Agents who are always on the move. That’s why we’re excited to announce a significant leap forward: CC Agents can now log in and out of their assigned call and inbox queues and fully access their inbox queues directly from the GoTo Mobile app. Why is This a Big Deal? Unmatched Mobility: Agents are no longer tethered to their desks. Stay productive and responsive wherever business takes you. Seamless Queue Management: Log in or out of call and inbox queues right from your mobile device, ensuring you’re only working the queues you need—when you need. We would love to hear your thoughts!
