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.
Showing the Company Name for a contact in the Call Display
Hello, We recently used the Zoho CRM Integration with GoTo connect to import our Contacts into it. Now the Call Display it will show the person's name and phone number, but not the Company Name. Is there a way to configure the Call Display to show us the Company Name too? We use the GoTo App on our Windows PCs.
Wallboard - Agent Status Duration : Missing
We used to be able to see the agent status duration in the GoTo Connect Dashboard. However, now when I log in, I only see the login time, which shows the total duration since the agent logged in, rather than the duration of each specific agent status. This information is critical for us, as we display it on our Andon boards for agents to monitor in real time. Am I missing something, or has this feature changed? Old view: New view:
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.Gotoconnect Analytics
Hello Team, For some reason I can't pull missed call reports based on the queue or direct extensions or sometimes even direct users I tried all the filters available on the new view to pull the missed call per rep report but unfortunately I could not get any data the classic view had it not sure what happened !!SMS Compliance taking over 30 days
It has now been over 30 days since I've registered for the SMS Compliance and we're still waiting to be vetted. According to GoTo, the process should have been completed in 5-10 business days. I haven't been able to respond to my clients via text which has been very disruptive to my business. Considering we don't use SMS for any marketing campaigns and only for B2B communications, this process and regulation is completely ridiculous. I am beyond frustrated.
Virtual Fax settings
Hi, I want to store the faxes received on my GoTo Connect virtual fax number directly in Google Cloud Storage.I have enabled a virtual fax number in GoTo Connect and attempted to fetch faxes in the cloud, but it did not work. Do I need to enable storage within GoTo Mail for this to work? Additionally, the "Receiving" settings ask for an email ID. Is an email ID necessary if I want to store data directly in Google Cloud?
