Contact list should show Company Name instead of "Unnamed"
Whenever i have a contact in my GoTo contact list which has a Company Name, but no First Name or Last Name, it shows up in my contact list as "Unnamed". This is not helpful to the user in any scenario I can imagine, especially when there are a lot of such Companies in the list. This happens a lot. For example "Verizon Support"; I do not have a first name or a last name to supply here, because I have no idea who I'm going to get when I call that number. It is not useful to me for this entry to show up as "Unnamed"; it should show up as "Verizon Support". This is very easy to achieve programatically. I know because I'm a software developer myself. Also, you are already essentially doing this with the first name and last name. For example if there is an entry called Mary Jones, and both first name and last name are present, it displays under "M" as "Mary Jones", but if only the last name, Jones, is present, it shows up as Jones. Just do the same thing for Company name if niether first or last name is present. Better yet, include entries multiples times in the list to make them easier to find. This is what I do in my own applications. For example, if you have an entry of Mary Jones at American Family Insurance, display it three times as "Mary Jones - American Family Insurance", "Jones, Mary - American Family Insurance", and also "American Family Insurance - Mary Jones". Perhaps not everyone will want to see their list this way, but I think you will find that people like it. If you want this behavior to be optional, simply add a setting called "List contacts multiple times" or something like that. But at the very least, please do not list anything as "Unnamed" unless there is no first name, lastname OR company name; just display whatever name you have available. As a work-around, I have had to copy the Company Name into the First Name on all of my contacts, and remember to do this for each new contact I create, or whenever I change a contact. This works, but it's clunky and inconvenient.
Different Ringtones for Different Call Routing (Softphone)
Problem Statement I use GoTo to receive calls from several different sources. Sometimes it's an internal call from my team, sometimes it's an after-hours support call, and sometimes it is a call to my direct business line. I would like to set a different ringtone for each of these different cases. One specific issue for me is that I am used to hearing the generic GoTo ringtone in the middle of the night, early mornings, when I am on a 24/7 oncall. I hear the same ringtone when I get an important business call in the middle of the day. I would love for my brain to be able to dissociate these two cases. Proposed Solution I would like the option to select specific ringtones that correspond to specific call routing, or at least to specific numbers. Minimum Implementation The ability in admin center or client app to set a specific ringtone for a specific number. Final Design The ability on the client app to be able to robustly customize ringtones by call routing. I can customize the ringtone per customer calling, per call routing, per number the customer is calling, etc. Benefit When I receive a call, I can immediately judge its urgency and some customer context by the ringtone. This will help our entire organization triage calls, and it will help us overcome the phycological discomfort associated with specific ringtones.
Create a direct message to more than one recipient without having to create a new team chat
It would be helpful if we were able to create and send direct chat messages to more than one internal recipient under the "Direct Chats" section instead of having to create a new Team Chat to send a message to more than one internal recipient. Our team uses the Team Chats for specific purposes but sometimes a message needs to be sent to two or three people outside of a Team Chat. It seems silly to have to create an entirely new Team Chat instead of being able to create a new Direct Chat with 2 or 3 people.
Larger MMS picture file size
Currently the system is limited to 1 Mb image files which is often very difficult to easily send without editing the picture. Please increase the file size to at least 1.5 Mb to be competitive with other providers and easier to use this feature with the mobile app. The total size is 2 Mb for a text but only 1 Mb for an image within that text. Thank you!Hide Admin Settings from Supervisors in Contact Centre
When assigning a supervisor to any queue or inbox in the Contact Center, that user will automatically see the admin settings for the contact center. They may not be able to change many of this settings, but can the please be hidden unless the user is made an admin of the system.
Search feature for text and chat messages
Many other apps with text/chat features allow you to search in old messages for keywords but there is no search feature on GoTo. It makes it really hard for us to find old messages from current clients. "Which client said they needed X? When is client Y coming in? When did client Z last reach out?" We were able to do searches when we used Google Voice. Please enable this feature asap!!!
