Connect and configure ConnectWise with GoTo Connect

Integrate GoTo Connect with ConnectWise to share message history and call logs from GoTo Connect to ConnectWise.

Important: A Super Admin must purchase the integrations bundle from your sales rep before setting up the integration using the steps below. Customer Engagement accounts have the integration bundle already included.

Connect ConnectWise to GoTo Connect for the first time

Before you begin:

You must be assigned the Super Admin role to perform this task.
You must be assigned as an admin on your organization’s ConnectWise account to perform this task.

Sign in to GoTo Admin.
Select Home from the left navigation menu, and then select Integrations > Enable integrations.
Select ConnectWise.
Enter your ConnectWise credentials and then select Connect.
Result: Your ConnectWise account is now connected to GoTo Connect.

Enable workflows

Before you begin: You must be assigned the Admin role to perform this task.

Sign in to GoTo Admin.
Select Home from the left navigation menu and then select Integrations.
Select ConnectWise.
From the Workflows tab, enable the following workflows:
- Messaging History: When enabled, notes are created for each contact containing all messages sent and received that day.
- Call Log: When enabled, phone call records will be created for incoming or outgoing calls and associated with a contact. Call logs will be created when there is a contact match and the call will be assigned to that matching contact. The Call note type needs to be available for call logs to be recorded as the Call note type; otherwise, the call log will be recorded as the default note type.
  Note: If your account is subscribed to AI features and Call Log with AI is enabled, then topics, flags, sentiment analysis, and summaries will be added as well.
- Contact Sync: When enabled, contacts from ConnectWise will be imported into GoTo Connect.
- Voicemail Transcript: When enabled, voicemails that a ConnectWise contact leaves on your GoTo Connect number will be transcribed and added as a note to the contact in ConnectWise. Only voicemail boxes that have voicemail transcription enabled by an admin will receive voicemail transcriptions.
  Note: Voicemail transcriptions will not be saved to ConnectWise if the voicemail was deleted before the transcription was created.

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