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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 ne...
Recent Discussions
Caller ID while on the phone.
Hi I have a customer who says their phones don't show caller ID while they're on the phone. I just tested it myself and noticed it does the same for me. Is there a setting we can change? I could have swore that the phones used to show caller ID when I was on the phone. Thanks for anyone's help.
Sync contacts with another CRM via API
Hello! I’m new to developing with GoTo and would like to know if it’s possible to sync GoTo Connect contacts with another CRM using the API. The idea is: when a client sends a message, GoTo would trigger an API call to the external CRM to create a new lead (using its “Leads” endpoint). We’d also like to link the contact in GoTo so users can open the corresponding CRM record directly — similar to how the Salesforce integration works. I understand it’s not possible to render a custom button in the interface, but I could store the CRM link in a custom field within the GoTo contact. Is there currently any way to achieve this through GoTo’s public APIs or webhooks? Thanks in advance!
GoTo Mobile App - Delay on incoming calls
Our team is having issues with the GoTo mobile app (on both Android and iOS), there seems to be a delay on incoming calls to our ring group (compared to our desk phones, and soft phones) in the office, where the desk phone and soft phone ring immediately, but the app doesn't register an incoming call until sometimes 10-15 seconds later. I don't know that it's a consistent amount of delay each time a call comes in when I'm working from home and exclusively using the GoTo app to answer calls, but I've missed a decent number of calls due to it. Sometimes it will show up on our desk phone immediately, and then 10-15 seonds later it'll show up on our app, and sometimes it only shows up on the GoTo app for a split-second and then shows up as a missed call (or doesn't show up at all) and then we click on the GoTo app and then it shows up as a missed call. I'm not sure that it's a known issue, but has anyone else had this same issue?
PBX Admin going away completely? -- Issues with GoTo Admin that are only resolvable in PBX.
We utilize Yealink phones along with our GoTo Connect implementation. To effectively manage these phones we utilize BOTH GoTo Admin and the PBX Administration interfaces. There doesn't appear to be any way to achieve certain functionality in just the GoTo Connect interface. To explain our use case: We often have to offboard users and onboard new users later on. Before we deactivate a user, we need to then change the phone to a non-user phone temporarily (Licensed as a standalone device) and then when we set it up for the next user, change it back to a user licensed device. This is to preserve the button configuration on the phone and allow the phone to remain usable until a new person is designated to sit at that desk. There doesn't appear to be any way to do this in GoTo Admin, once a phone is Standalone you can't assign it to a user; but this can be accomplished by going through several steps in both the PBX Admin and the GoTo Admin interfaces together. Simply deactivating a user and later reassigning a phone in GoTo Admin can be tricky too because the phone will end up wiping out its button configuration, which should be maintained for the next person and is a hassle to have to set up again. Is there some way we can in the GoTo Admin switch phones from being Standalone Licensed and User Licensed? There appears to be no way to do this currently at least as far as I can see, and once the PBX Admin is deprecated we will no longer have this functionality and it will affect our flow for offboarding and onboarding users. If this is simply not possible is there some other method we should be using to offboard and later onboard users? We need to deactivate user accounts so they no longer have access to the GoTo Mobile app on their phones (which also a separate issue - access doesn't get removed unless they specifically close the mobile app on their phones), but we need to maintain their desk phones as usable with their extensions (potentially forwarded to another extension) until a new person is hired to sit in that desk. We also would much prefer that the button configuration on a phone doesn't get wiped out during this process. What's the solution here if the PBX Admin interface is no longer accessible?Update to Yealink phone to display DND status of another extension?
Hello, I wanted to follow-up on this forum and see if there is a firmware version available on the Yealink phones to allow BLF keys to indicate if another extension has "DND" enabled or if this is still in the works? We have had several of our clients ask about this feature the past couple years and I wanted to see if this feature is still being pursued for Yealink phones? Thank you!Issue with Dial Plan Access on iPads
Today I discovered that technicians using 12.9" or 13" iPads can’t access Dial Plans in the new GoTo Admin Portal—only in the Classic Portal. With the Classic Portal being retired in August, this will prevent field techs from managing dial plans on-site. Also, where is the resync all button in the new admin portal? Please address this or provide a workaround as soon as possible.
Favorites missing, wont load
Good afternoon, My favorites list does not load or appear on my desktop app for windows 11 or in chrome browser for softphone use. Im running Version 4.16.0 and have not made any changes to app or account. i have restarted computer, logged out and back in. it also will not load the company contacts either. any assistance on this?
"Zoho CRM" integration - not Unified Zoho
We are testing the new "Zoho CRM" integration (not the legacy "Unified Zoho" from the Jive days.) Unfortunately, the Zoho CRM integration is not usable. I tested over the weekend, and identified some showstopper issues: Only *some* Call Log, Voicemail Transcription, and Messaging History is transferred from GoTo Connect to ZoHo CRM. Sometimes it works; sometimes it doesn’t. GoTo Connect support (both levels 1 and 2) can’t support it (other than telling you to “restart” the workflows.) Somewhere there must be a transaction log in a database that shows exactly why some of the data transfers fail, but support doesn’t have access to that. GoTo’s support suggested that if we turn on Lead Synch, that the integration *might* work better. However, we have 32,000 leads, at least 31,500 we’ll never contact (including a lot of very old and test crud.) Lead Synch is “all or nothing”, i.e. we can not selectively synch certain leads. If we turned it on, our Contacts table in GoTo Connect would grow from 68 to 32,000+, which (a) might break our phone system, (b) can only be cleaned out manually if we needed to clean it out. Has anyone else encountered these issues and have a solution? (I'd be happy to host a screensharing session with anyone who thinks they can help... My initial test was so encouraging; hence, it is so discouraging to have missing data.)
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