KateG
GoTo Manager
Joined 3 years ago
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What's new with GoTo Webinar - September 2025
Hello GoTo Webinar Community! In addition to the new registration page making its debut in September, we have another update to highlight. In-Player Transcripts for GoTo Webinar Recordings To enhance your experience when watching recordings of GoTo Webinar sessions, we’re excited to introduce transcripts directly within the video player. Previously, transcripts were only available outside the video, making them inaccessible during full-screen playback. With this update, you can now follow along with the spoken content as you watch—making it easier to engage with your videos. This improvement also advances our commitment to accessibility, helping us make GTW sessions available to a wider audience. Details Below are the main changes that are being introduced: Registrant View: Transcripts are now embedded in recorded videos viewed by session registrants. Organizer View: Transcripts are also available when organizers play GTW recordings from their dashboard. Enhanced Transcript Format for managing large content: Transcripts are divided into manageable segments for better readability. Each segment is no longer than 300 characters. Each segment covers up to 10 seconds of audio. Segments are split at natural language boundaries for a smooth reading experience. Note: This release is available for all GoTo Webinar users. Currently, it supports Tablet and Desktop devices. Mobile device support is planned for a follow-up release in early Q4. Please share your questions, comments and feedback below.What's new with GoTo Connect - September 2025
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.Re: Queue Caller report to include transfers
Hi Charrington2 nice seeing you. Thank you for your feedback and for highlighting the need for a transferred count metric alongside the existing Handled, Abandoned, and Evicted counts on the Queue Caller board. At this time, we aren’t planning to add a transferred count directly to the current queue outcome metrics. When an agent answers and subsequently transfers a call, that interaction is recorded as “Handled.” For further insight into transfer activity, you can use the Agent Performance board, where you’ll find detailed reporting on transfers—including individual transfer counts and rates for each agent. This helps you understand agent-specific transfer behavior and trends. If a call leaves the queue without being answered (for example, if it is “transferred” to another resource automatically), that is included as an eviction reason, with detailed insight available under “Left Queue Reasons” for more advanced analysis. Beyond this, you can leverage Dial Plan Analytics to see exactly how calls move through dial plan nodes, or use the Interaction Overview and Details pages for a comprehensive view of any specific transferred call. To help meet your reporting needs, we’ve submitted an enhancement request: We’re exploring the addition of an “Events” filter, where you could filter the board for interactions that include or exclude specific events—such as Transfers. This would provide a flexible, in-depth way to analyze transferred calls across the board, rather than adding transfers as a new outcome metric. We appreciate your suggestion and are committed to continually improving your reporting experience. Please let us know if you have further input or questions!Re: Can I opt out of registering for SMS Compliance if I only use internally?
Hi Deena Welcome to the Community. For future reference, if you don't see a thread that matches your inquiry, you can ask a question on the Grasshopper Discussions home page. You will see the option on the top right-hand side. Regarding SMS registration, registration is required for all SMS traffic regardless of volume or type of messages. You must register even if you only use messaging to communicate 1-1 with your contacts and do not send bulk messaging campaigns. During registration, you will be asked to share details about the types of messages you send (your use case) and the expected volume of messages. It is there where you can share that you will only be sending text messages internally to employees who have opted in to receive text messages. As an alternative, GoTo Connect, offers a chat feature where you could bypass registration. Or you could use messaging apps like WhatsApp. If you have any questions around the registration process, let us know! Do keep in mind that Registration is mandatory and Carriers Carriers will block all outbound messages from unregistered phone numbers by February 3, 2025. You can find more information about the process here.
