Customer Engagement Onboarding Guide

Learn how to set up, use, and send SMS/MMS campaigns and how to use the shared inbox to message and interact with your customers more efficiently.

Important:

DEADLINE: Starting December 1, 2024, United States carriers will block all unregistered SMS. Don’t wait - complete SMS registration immediately to avoid disruption to your service.

Getting Started with Customer Engagement

Welcome to Customer Engagement! In this guide, you will learn all about Customer Engagement's features and how to properly set up your account!

Expand communication with your customers with SMS/MMS campaigns, web chat, social media and more — all within one inbox! Personalize messages, add links, surveys, and schedule campaigns to send to your contacts. Engage with your contact's responses using the cross-functional shared inbox. Your entire team can view, pick up and resolve conversations and ensure no customer slips through the cracks.

Sign in

Sign in to our GoTo desktop/ web app.
From the left navigation:
- Select Engage to access:
  - Campaigns
  - Automations
  - Surveys
  - Shared inbox settings
  - Customer Engagement settings
- Select Inbox to access the shared inbox.

Onboarding

New Customer Engagement customers will see an onboarding flow to help navigate essential features in Customer Engagement. Onboarding will help you get your account set up properly so you can create and send campaigns, and utilize the shared inbox. The onboarding steps will appear as follows:

Select a phone number

Select a phone number to use in Customer Engagement and the shared inbox. The phone number chosen is the number customers will see when a campaign, automation, and/or SMS messages are sent. All campaign-related messages sent to this number to be routed to the shared inbox for team members to respond to.

Important: This will not interfere with calling and/or call routes that are currently set up with the phone number chosen. However, you will not be able to have private conversations on the number you select. Any user who wants to continue having private texts will need texting permissions on another number.

Important: SMS brand and campaign registration is mandatory and must be completed before utilizing SMS for conversational purposes, regardless of whether the customer intends to send business-related campaigns or just a single response to an SMS received by a user/client. A notice will be shown if you have not completed SMS brand and campaign registration.

Add your team

Assign your users a Customer Engagement role of Team member or Manager. Each role gives users specific permissions and access to Customer Engagement and the shared inbox.

Note: You edit your team's roles later in your Customer Engagement settings.

Import contacts

Create shared contacts to send your messages to. Add an individual test contact or bulk upload contacts using CSV import. You will use shared contacts to send campaign messages to in Customer Engagement. This allows your entire team to respond to customer's messages within the shared inbox.

You will have the ability to create shared contacts and/or private contacts. Contacts are categorized in the following ways:

Company: Non-editable users added by your system admin.
Private: Editable contacts added by the individual user. Private contacts are only visible to the user who created the contact.
Shared: Editable contacts added by a user and shared to all other users in the organization. Shared contacts are visible to all users on the account. Only available for Customer Engagement and Contact Center customers.
Local: Non-editable contacts retrieved from the user's mobile device, if permission was given by the user in the device's settings.

Note: When importing contacts from a CSV, they will automatically be imported as shared contacts only.

Please refer to Manage my contacts in the app for information on contact creation and managing your contacts.

Finish setup

Create an SMS campaign

Create an SMS/MMS campaign to send custom messages to your shared contacts in bulk. A variety features are available to help customize campaigns for your customers:

AI-powered Message Assistant to generate campaign messages.
Pre-defined and reusable templates to use when creating campaign messages for commonly used scenarios.
Variables to personalize your messages to your contacts.
Surveys to asses your customer's experience.
Attachments to add MMS file types into campaign messages.
Shorted track URL links.

Open the shared inbox

The shared inbox allows your team members to see and respond to all campaign-related messages from customers, all within one inbox. This collaborative workspace provides team members visibility into what messages are being handled by other team members, view contact information, ability to respond to customer's messages, and view conversation history. Learn more!

Customer Engagement Features

Campaigns

Before you begin: You must be set up as a user and be assigned the manager role.

Create SMS and MMS campaigns to send custom messages customers in bulk.

Create a campaign

Sign in to our GoTo desktop/ web app.
From Engage > Campaigns, select + Add Campaign.

Write your message you would like to send. The following features are available to customize your campaign:

Note: Messages longer than 160 characters will be split into multiple messages.

Choice	Description
Message Assistant	Select the icon to use Message Assistant. Message Assistant will generate a customized message for you based on what your message is about, the tone and campaign type. Notice: By enabling Message Assistant in your settings, you understand and agree the use of this feature is subject to the GoTo AI Terms.
Templates	Select the icon use an existing template or save your current message as a template for future use.
Variables	Select the icon and use contact and company variables to personalize your campaign messages.
Surveys	Select the and choose an existing survey to add to your text campaign. If you haven't created a survey or need to create a new one, click here for instructions.
Attachments	Select the icon to add MMS files into your campaign message. Note: You can send up to 10 files in a single message with a maximum size of 2MB per message.
Links	Select the and add URL links to your text campaigns and decide how the URL links are displayed and presented to recipients. Enable shorten track link to convert URL links into click-track links for click metrics. Note: See the click metrics on the campaign overview page.

Select Next.
Select the contacts you would like to send the campaign to.

Note: The maximum number of contacts allowed per campaign depends on your plan. Please contact your sales rep for more information on the Customer Engagement plans, included features, and pricing.
- Contact groups
- Contacts from your contact list
- Import contacts from CSV
  Note: Imported contacts will become shareable with your team and can be accessed from Contacts > Shared contacts.
You have the ability to send a test campaign to a single phone number. There is an associated credit cost per test.
Select Next.
Schedule when you want your campaign to be sent.

Note: This feature may not be available with your plan. Please contact your sales rep for more information on the Customer Engagement plans, included features, and pricing.
Select Send campaign.

Note: Not ready to send your campaign yet? Select Save draft to save your progress. You can find your draft in Engage > Campaigns.

Shared inbox

Before you begin: You must be set up as a user and be assigned the Team member role.

What is the shared inbox?

Using our shared inbox allows an entire team to see and respond to any message responses with shared contacts.

Manage your communication channels from one inbox the entire team can use. The shared inbox can be accessed through the GoTo desktop, web app, or mobile app. This cross-functional inbox allows all team members to view conversations from shared contact's responses to campaigns, general SMS/MMS messaging, and/or additional communication channels such as webchat, Facebook and Instagram. Team members can view, pick up and resolve conversations, ensuring that no message is missed.

Access the shared inbox

Sign in to our GoTo desktop/ web app.
In the left navigation, select Inbox.

How to use the shared inbox

Please refer to How do I use the shared inbox? for in-depth information on the shared inbox's features and capabilities.

Shared contacts

Before you begin: You must be set up as a user and be assigned the Team member role.

Create multiple shared contacts individually or by CSV import. Shared contacts are visible to all team members within the account.

Create individual shared contacts

Sign in to our GoTo desktop or web app.
Select Contacts from the left navigation.
Select + Create.
Enable the check box next to Save as shared contact.
Enter the new contact's information.
Select Save.

Import shared contacts

Sign in to our desktop or web app.
Select Contacts from the left navigation.
Select the icon and choose Import from CSV.
Download the provided CSV template.
Select Next.
Add all contact information into the CSV file. Keep in mind the following required formatting to ensure your upload process goes smoothly:
- Dates must be formatted as MM/DD/YYYY i.e., 01/30/1990
- A valid email format is required i.e., name@example.com
- A maximum of 255 characters is allowed per field
- Do not go over the maximum rows.
  Note: The maximum number of rows allowed per import is depends on your plan. Please contact your sales rep for more information on your plan, included features, and pricing.
- Only letters, numbers, and special characters from supported languages are allowed
Save your CSV file to your desktop.
To upload your CSV, simply drag and drop the file or select Browse files.
Use the drop-down to map each column from your CSV file to its matching field in .

Note: Select 'Do not import' if you do not want to import a specific column.
Select Import.

Contact groups

Before you begin: You must be set up as a user and be assigned the Team member role.

Create groups of contacts to organize contacts easily and send campaigns to specified customers.

Create contact groups

Sign in to our GoTo desktop or web app.
Select Contacts from the left navigation.
Select + Create
Select Group.

Enter a group name, then choose how you would like to add your contacts:

Option	Description
Import shared contacts	Upload a group of shared contacts using a CSV file.
Select existing shared contacts	Add shared contacts one by one from all your contacts.

Edit contact groups

Select Contacts > Groups from the left navigation.

Select an existing contact group and choose what you would like to do:

Option
To add contacts	Select Add shared contacts. Select an existing group or create a group to add the shared contact to. Tip: A shared contact can be added to multiple lists.
To remove contacts	Checkmark the contact you would like to remove. Then select — Remove from group.
To rename a contact group	Select the icon. Select Rename group.
To delete a contact group	Select the icon. Select Delete group.

Select Save.

Automations

Before you begin: You must be set up as a user and be assigned the manager role.

Create an automated message to contacts to enhance communication and business workflows.

Create an automation

Sign in to our GoTo desktop/ web app.
Select Engage from the left navigation.
Select Automations.
To create a new automation, select + Add automation.
Optional: You can also select a pre-defined template from the Templates tab.
Add a name for the automation.
Select the audience. Choose from:
- All contacts
- Group(s)
Select the trigger for the automation. Select from:
- Shared contact created
  Note: You must select an audience of All contacts to use this trigger.
- Contact added to group
- Contact removed from group
Configure the timeframe settings.
Select the action.
Select the desired phone number.

Tip: Set a default phone number for future automations.
Write your message. The following features are available to customize your message:
- Message Assistant — generate a customized message for you based on the tone and what your message is about.
  Notice: By enabling Message Assistant in your settings, you understand and agree the use of this feature is subject to the GoTo AI Terms.
- Variables — use contact and company variables to personalize your campaign messages.
- Links — add URL links to your text campaigns and decide how the URL links are displayed and presented to recipients. Enable shorten track link to convert URL links into click-track links for click metrics.
- Surveys — choose an existing survey to add to your text campaign. If you haven't created a survey or need to create a new one, click here for instructions.
- Attachments — add MMS files into your message.
  Note: You can send up to 10 files in a single message with a maximum size of 2MB per message.
Select Save & turn on.

Note: You can also select Save to save your progress but it will not be enabled.

Results: The automation will automatically send the message to the contact(s) that meet the trigger thresholds. Manage, edit, and enable/disable the automation as needed.

Campaign templates

Create custom reusable templates or select one of our pre-defined templates to make campaign messaging a breeze.

Before you begin: You must be set up as a user and be assigned the manager role.

Create a campaign template

Sign in to our GoTo desktop/ web app.
From Engage > Campaigns, select the Templates tab.
Select what you would like to do:
- To add a new template, select Add Template located in the top right of the page.
- To use an pre-defined template, select the desired template from the option list.
  Note: Category filters are available to help narrow down the template choices.
Add a Template Name.
Write and/or modify the message.

Note: To edit company and contact variable information, navigate to Engage > Settings > Variables.
Select a Category.
Review the message for accuracy. Then select Save.

What to do next: Use your template in your text campaigns.

Tip: A text campaign can be created directly from the template by using the megaphone icon to the right of the template.

Surveys

Before you begin: You must be set up as a user and be assigned the manager role.

Create and use a surveys in your campaigns to assess your customer's experience.

Create custom surveys

Sign in to our GoTo desktop/ web app.
From Engage > Surveys > + Add Survey.

From Setup, complete the following fields:

Type — select the type of survey question:

Question Type	Description
Single-select	Recipients can select a single item from the list options
Multi-select	Recipients can select one or more items from a list of options
Text box	Recipients will respond using free-form text input. (Short answer responses have a 80 character limit. Long answer responses have a 280 character limit.)
Numerical scale	Recipients will select a number from a given range (example: 1-5)
NPS	1-10 scale with built-in NPS calculation. ((number of promoters - number of detractors) / total answers) 100* 9-10 values = promoters 7-8 values = neutrals 1-6 values = detractors

Survey Question — Enter the question you want to ask your customers.
Mark as Optional— Check mark if it is optional for recipients to respond to this survey question. Otherwise, leave it unchecked.
Enter Response Options:
- Single-select / Multi-select — Add response options.
  Note: You can select the option display as exposed if you would like all the response options to be shown side-by-side, or as compact if you would like the response options to be shown as a drop-down list.
- Numerical Scale — Define the number range.

Optional: Customize your Post-survey message that will be sent to visitors after they have responded to your survey.
Select Save.

Create follow-up surveys

Sign in to our GoTo desktop/ web app.
To enable follow-up survey, navigate from Engage > Shared inbox settings > Follow-up, then enable Send a follow-up question when a conversation ends.
From Question and Response, complete the following fields or select one of our preset surveys:
- Survey Question — Enter the question you want to ask your customers.
- Positive Response — Enter the positive response option you want to provide to your customers.
- Negative Response — Enter the negative response option you want to provide to your customers.
Optional: Enable open feedback request as an option to your customers to gain additional insight.

Add surveys to campaigns

Sign in to our GoTo desktop/ web app.
From Engage > Campaigns, start by selecting one of the following:
- + Add Campaign to create a new campaign.
- Select an existing campaign you want to edit.
  Note: If you select an existing campaign, the Status of the campaign must be Draft. You cannot add a survey to a campaign that has been sent.
In the Write your message step, select the Question Mark icon to choose the desired survey you want add to your campaign.
Select Save.

Pre-written messages

Before you begin: You must be set up as a user and be assigned the Team member role.

Create and manage pre-written text messages to reduce the need to re-type frequently used messages, and maintain consistent language throughout your organization.

Add pre-written messages

Sign in to our GoTo desktop/ web app.
From the left navigation, select Inbox.
Select Pre-written messages.
Select + Add new pre-written message.
Complete each field.

Tip: Use shortcuts for quicker access to your messages when chatting. Use categories to easily narrow your search.
Click Save when complete.

Edit pre-written messages

Sign in to our GoTo desktop/ web app.
From the left navigation, select Inbox.
Select Pre-written messages.
Select the entry you want to edit.

Note: You will see a complete list of all messages created by you as well as public messages created by the admin or supervisor. You can only make changes to your personal messages.
Make any needed changes such as updating the shortcut, changing the categories, or editing the text.
Click Save when complete.
To enable or disable a message, turn on/off that specific entry under Active.

Use pre-written messages

When you are on an active chat, select the templates icon or type a shortcut directly into the text field to open your pre-written messages.
Select the message you want to use.
Make any edits as needed and then press Enter to send your message.

Note: Currently, you can only send one pre-written message at a time. Any edits made to a pre-written message from the text field will not permanently alter the pre-saved message itself.

Shared inbox settings

Before you begin: You must be set up as a user and be assigned the Manager role.

Customize your shared inbox settings.

Sign in to our GoTo desktop or web app
Navigate from Engage > Shared inboxes.
Select a one of the settings tabs and explore various inbox settings.

Customer Engagement settings

Before you begin: You must be set up as a user and be assigned the Manager role.

Customize your Customer Engagement, campaign, and user role settings to optimize performance and achieve your needs.

Sign in to our GoTo desktop or web app
Navigate from Engage > Settings.
Select one of the settings tabs to explore different Customer Engagement settings.

Manage Customer Engagement phone number

Before you begin: You must be set up as a user and be assigned the Manager role.

The phone number chosen is the number customers will see when a campaign and/or automation is sent and when team members reply to messages from the shared inbox. All campaign-related messages sent to this number to be routed to the shared inbox for team members to respond to.

Note: This will not interfere with calling and/or call routes that are currently set up with the phone number chosen

Select a phone number

Sign in to our GoTo desktop/ web app.
Navigate from Engage > Settings.
Select the General tab.
Select the desired phone number.
- Select an existing number that already exists in your GoTo account.
- Add a new number.
- You can also port a phone number from another carrier. Once the porting process is completed, the phone number will appear as an option.
Tip: The existing numbers are organized to show you which ones are Not in use and In use.

If you select an In use number, consider the following:

Will previous conversation history be lost?	Any previous conversations will not be lost, however, the chat history will be shared with other team members who have access to the shared inbox. To access the conversation history of a specific number, the number needs to be added as a shared contact before any team members have access to the conversation history.
Will the number be unassigned from the person/line it's currently assigned to?	No, the number you choose will not interfere with calling or voice settings. Note: Customers must have a Customer Engagement license to use SMS/MMS messaging within GoTo Customer Engagement.

Users & roles

Assign and manage your user's Customer Engagement role in Customer Engagement and/or in the admin portal.

What is the difference between the roles?

Team member role — Allows a user to access the shared inbox, send messages and reply to customers within the shared inbox, and manage shared contacts.
Manager role — Allows a user to create and send campaigns and automations, manage shared inbox and Customer Engagement settings on the account, manage user's roles, and includes all team member capabilities.

Add role for new users

Before you begin: You must be a Super admin to complete this task.

Don't see your whole team? A Super admin can add users in their admin portal and assign them a Customer Engagement role.

Sign in to GoTo Admin.
Select People > Users from the left navigation.
Select Add users to add a new user(s):
1. Select the desired product(s).
  Note: You must have the Customer Engagement license enabled to assign a Customer Engagement role to the user(s).
2. Enter the user's name, email, extension and emergency location.
3. Select the desired Customer Engagement role.
4. Configure user preferences.
Select Add user.

Add role for existing users in GoTo Customer Engagement

Before you begin: You must be set up as a user and be assigned the Manager role.

Assign an existing user a Customer Engagement role. The role can be assigned in the admin portal or in the Customer Engagement settings.

Sign in to our GoTo desktop/ web app.
From the left navigation, select Engage > Settings > Users & roles.
Search for the user and checkmark the desired role.
Result: Changes are automatically saved.

Add role for existing users in GoTo Admin

Before you begin: You must be an Admin or Super admin to complete this task.

Assign an existing user a Customer Engagement role. The role can be assigned in the admin portal or in the Customer Engagement settings.

Sign in to GoTo Admin.
Select People > Users from the left navigation.
Select the desired user.
Select the Product tab and enable the Customer Engagement license.
Select Save.
Result: The user is automatically assigned the Team member role once the Customer Engagement license is enabled.
Optional: To change the user's role:
1. Select the Settings tab on the user.
2. Select the Customer Engagement tab.
3. Select the desired role.

Analytics

Before you begin: You must be set up as a user and be assigned the Manager role.

Get an overview of your text campaigns, automations, and survey performance and asses your recipient's responses. After a campaign, survey, and/or automation is created, you will be able to see an overview of various metrics and information to help you analyze its performance.

Campaigns analytics overview page

From the left navigation Engage > Campaigns.
Select the desired campaign.
Refer to What data does the Customer Engagement Overview provide? for details on available metrics and definitions.

Survey analytics overview page

From the left navigation Engage > Campaigns.
Select the desired campaign.
Select the Survey results tab.
Select from Summary or Individual responses.
Refer to What data does the Customer Engagement Overview provide? for details on available metrics and definitions.

Automations analytics overview page

From the left navigation Engage > Automations.
Select the desired automation.
Optional: In the top right, you can enable, disable, and delete an automation
Select Overview tab.
Refer to What data does the Customer Engagement Overview provide? for details on available metrics and definitions.