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ProgenyAlpha's avatar
ProgenyAlpha
New Member
23 days ago

Does the New Chrome Extension Require the GoTo Windows App for Caller ID Search?

Hey all — I've been using GoTo Connect for years and relied heavily on the legacy Chrome extension's "Caller ID Search" feature. It let me auto-launch custom URLs like a client lookup in our CRM based on the caller’s phone number. That was a huge part of our customer service workflow.
With the new Chrome extension, those features are gone. There's no way to launch URLs with the number when a call rings, no more call triggers, and no device customization.
I recently noticed the GoTo Windows app has a setting called "Screen pop" that seems similar — it lets you open a URL when a call is ringing and set parameters.
So my questions are:
Is the Windows app now required to get this functionality back?
Can it replace the Chrome extension’s behavior?
Does the new extension rely on the app to handle these triggers?
Or will these features return to the browser in the future?
We use this flow to automatically trigger patient summaries from our vet software (ezyVet) the moment a client calls. If the desktop app is the new way to do that, great — just want to confirm.
Thanks in advance.
Contact Center
Customer Engagement
Windows

1 Reply

  • KateG's avatar
    KateG
    GoTo Manager
    22 days ago

    Hi ProgenyAlpha​ Welcome to the Community, 

    The update/solution that was added to the GoTo app should cover the same use cases that were supported by the old chrome extension. I've let the team know that the Caller ID search feature is not there, it there is any more information please let me know. 

    That being said, we do plan on adding more functionality to the new chrome extension, however the expectation will be that it relies on the GoTo desktop app being installed. Screen pop will remain a configuration managed via the GoTo app.

    If you are only interested in Screen pop and don't want to install the desktop app, you can use the web app (app.goto.com) which also supports screen pop. However, this would limit the ability to initiate calls via the TEL links identified by the chrome extension (this step requires the desktop app).

    Let me know if you have any questions on the process, I'm happy to take it to the team.