New Feature Release: Calling Card as a Windows Service is now Live!
The Rescue Product Team is excited to announce that Rescue users can now install the Calling Card as a Windows service, allowing for a much easier and streamlined experience for non-admin users joining a Rescue session. This is a highly requested feature for our customers who are constantly striving to improve the connection experience for their users.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.Introducing GoTo Webinar new Registration Page
This month we are rolling out a new registration page design for GoTo Webinar with the aim at increasing conversations from page visits to confirmed registrations! The new design features an improved user interface, now prominently highlighting speakers to make your webinars more appealing and engaging, helping organizers attract more participants to their events. Registration Page Updates: Fresh New Look: Sleeker, more modern UI for a better experience. Improved Layout: Updated placement of logo and feature images for a cleaner, aligned design. Speaker Highlights: Option to display event speakers—easily add them via your dashboard. Speaker Details: Add speaker bios and social links to showcase your lineup. Important Notes: This is a gradual rollout throughout September This update will be rolled out gradually, starting with a small group of customers next week (about 1%), and reaching all customers by the end of September. Automatic Update for Your Webinars Once the new feature is enabled for your account, all webinar registration pages for your users will be automatically updated to the new design—no action required on your end. New Options for Featuring Speakers If you add speakers in your webinar settings, you’ll now have the option to display them directly on the registration page, making it easier to showcase your presenters to potential attendees. More to Come: In October, we will be adding additional new fields, like description and social links for presenters to the webinar dashboard with option to show them on the registration pages. Also, we working to bring speaker info to the GoTO Webinar Mobile App Registration page. We will closely monitor usage and feedback over the next few months. Please let us know what you think in the comments below.LogMeIn Resolve Desktop Console (Windows v1.13.2.34, Mac v1.13.2.16) – June 11, 2025
LogMeIn Resolve Desktop Console (Windows) v1.13.2.34 LogMeIn Resolve Desktop Console (Mac) v1.13.2.16 Improvements Qt framework updated to version 6.8.3. Links now open in the default browser. During a software update, the Desktop Console now uses elevated user permissions. Fixes LogMeIn Resolve MDM users were unable to create an Apple Push certificate as it was not possible to download the Certificate Signing Request (CSR) file from the System > Infrastructure diagram menu. In some cases, the Desktop Console updater window did not open during a software update.Contact Center - Analytics
Missed ring attempts percentage (Agent Performance board): A new metric has been added to the Agent Performance board within the Individual performance summary. Missed ring attempts percent (missed ring %) will show the percentage of unanswered ring attempts out of all calls that rang for the agent (including repeated attempts for the same call). This can also be exported in the Individual performance and workload summary export. For more details: Agent performance boardGoToAssist Remote Support 4.8 Build 1716 release
Hi, We have just released GoToAssist Remote Support 4.8 Build 1716 which includes the following: Fixed Automatic Update/Downgrade Issue - Resolved an issue affecting builds 1712 and 1714 where the automatic update/downgrade feature caused problems. Screen Sharing Improvements - Addressed the problem where the remote screen appeared too small on the agent's side during screen sharing. Enhanced Remote Diagnostics - Fixed an issue where the remote diagnostics feature failed to properly indicate Windows 11.Device-Based Restricted Access is Here
What Went Live? The Rescue team is thrilled to announce that DRAP (Device-Based Restricted Access Package) - Phase 1 is now live! Part of the new paid Security Add-on for Rescue, this feature allows customers to protect any endpoints ensuring that only the approved Rescue account can establish a support session. Customer Use Case: For customers who want to protect any device from unauthorized Rescue sessions in any scenario, regardless of how they connect to the internet. BYOD? Remote worker? In office worker? On the VPN? Off the VPN? On a hotspot? In the field? On the coffee shop wifi? DRAP has you covered. Customer Benefit: Once the DRAP component is installed via .msi, only sessions from the Rescue account that installed the DRAP component are authorized to connect. Any other Rescue account attempting to start any type of session with Rescue will be rejected. The feature protects against scammers and social engineering tactics where malicious/unauthorized agents attempt to trick users into granting access by "using the support tool they're familiar with" Competitors like TeamViewer and Beyond Trust offer ways to protect devices that often require hardware appliances, complex network/software configurations, and lack flexibility to protect devices in various scenarios (e.g. off VPN or not fully configured) With DRAP, its as simple as installing the MSI. For more information about this exciting feature and the Rescue paid Security add-on, please reach out to your Account Manager, Customer Success Manager, or comment on the thread! What's Next? Support for Mac protection Protect against older applet versions (edge use case) Release a technician restriction that ensures technicians can only provide support to devices with DRAP installed. Documentation can be found hereNew Feature: Interprefy Integration in GoTo Webinar
We’re excited to announce the integration of Interprefy with the new GoTo Webinar experience! This innovative collaboration empowers organizers to host webinars with live interpretation support in multiple languages, ensuring seamless communication. Interpretation can be provided using AI or live human interpreters, offering flexibility to meet your needs. To use Interprefy, follow the below steps: Obtain a Token Key Submit a request via the Interprefy team (accessible through the webinar dashboard under LIVE INTERPRETATION). The Interprefy team will provide a quote based on your requirements. After payment, a token key will be generated, and a dedicated Project Manager from Interprefy will assist in conducting the webinar. This process typically takes 2-3 business days. Add the token key Log in to the webinar dashboard in the new GTW experience and input the token key for each webinar session. One token is needed for each webinar session. Please note, Interprefy tokens are valid only for use with the new GTW experience. Use the Interpreter in-session During the webinar, participants will see an Interprefy widget in the bottom-right corner of their session screen. Click the headphone icon to select a preferred language for interpretation. Once selected, participants will hear the interpreted audio instead of the speaker’s original audio. The support article can be found here. Let us know if you have any comments or questions!New Feature: Delete Past Webinars
What to know: How to delete: Select the desired entry and then select Delete webinar in the top right, or select the three dots > Delete webinar directly from the desired entry in the Past Events tab When a webinar is permanently deleted: Attendees can no longer access certificates, recordings or survey links in the follow-up emails. Any pending follow-up emails for the webinar will be canceled. What is not impacted: Organizers can still access webinar recordings from the Video library Organizers can access the reporting data from the Analytics page. For more information on how to view and manage past webinars, see this article.
