Getting started in GoTo Admin with GoTo Connect
A getting started guide for GoTo Connect Admins.
Quick start video
Set up users
Add your users to the system
Add a user in
- You must be a Super admin to add new users with an Admin role/permission assigned to them.
- If you want to automatically apply pre-set product settings to new users, you will need to create a product settings template prior to this task.
- If you want to add your new user(s) to a user group, you will need to have created a user group prior to performing this task.
- If you want to send a custom welcome email to your new users, you will need to customize your email templates in Account settings before adding users otherwise, the default welcome email will be sent.
Customize the settings for each user
You may want to create a settings template to quickly apply the same settings for all new users going forward.
If multiple product licenses are assigned to your account, the product setting bubbles will display for each user, regardless if the user is actually assigned to the products or not. If you assign one of these licenses to the user later on, the settings configured here will be applied automatically.
Make sure the new user has access
Set up phones & apps
Help your users download our softphone app (mobile and desktop versions available) and/or set up a physical phone for them.
Download and install the desktop GoTo app
Desktop app for macOS
System requirements: macOS 10.13 or higher.
- Download the version of GoTo that's right for your Mac.
Note: Verify which chip your Mac has by going to , and then check if it says "Intel" or "Apple".
- Open and run the downloaded install file.
- Follow the on-screen instructions to complete the installation.
Note: We can only guarantee security and compatibility with services if the app is updated at least once a quarter.
Desktop app for Windows
System requirements: Windows 10 or higher.
- Download GoTo for Windows.
- Open and run the downloaded install file.
- Follow the on-screen instructions to complete the installation.
Note: We can only guarantee security and compatibility with services if the app is updated at least once a quarter.
Download the mobile GoTo app
System Requirements: Android 8.0 or newer. Unauthorised .apk installations via 3rd party stores are not supported.
- Download GoTo mobile appfor Android.
- Select Sign in and then log in with your GoTo credentials.
Add a physical phone/device
Add a device
- A direct extension number is automatically assigned. A user device will be assigned the user's direct extension number. A standalone device will be assigned a new direct extension.
- You will be shown the device's profile where you can change it's settings.
Customize the settings for each phone/device
Change device settings
Set up phone numbers
Order a new phone number (for permanent or temporary use)
- If you are not already, sign in to GoTo Admin.
- From , select + Order new numbers.
- Select your region.
- For Local numbers, enter your desired area code. For Toll-free numbers, choose the desired starting number(s) for the toll-free number. Then select Search for numbers to see a list of available phone numbers to +Add.
- Optional: Add Caller ID name to your phone number(s). Then select Next.
- Optional: Add Directory listing to help make it easier for your customers to reach out to you.
- Carefully review and verify your port order and ensure all the details are accurate before selecting Place order.
Transfer an existing phone number
Port existing numbers
- Have a copy of your most recent phone bill.
- Your account is in good standing.
- No freezes or pending orders.
- No disconnected numbers.
Customize settings for each phone number
Change phone number settings
Choose which phone number to display on outbound calls
- Sign in to GoTo Admin.
- From , select the line that you need to change.
- From the Settings tab, select , enable Overwrite external caller ID.
- From the Custom external caller ID drop-down menu, select the caller ID you want to display when making outbound calls from this direct extension.
- Select Save.
Add your physical locations
- You must have the Super admin role/permissions.
- You must have a phone number available for each location you want to add. If you do not have enough phone numbers, you can order more.
Notice: The emergency location registration process may take up to three business days.
- Sign in to GoTo Admin.
- Select Locations in the navigation menu.
- If you are setting up a new location:
- Select + Add location button on the top right.
- Complete each field of the form. The fields will vary depending on the region selected.
Tip: If using cardinal directions, use an abbreviation. For example, instead of South, use S.
- Enable the Emergency locationsetting.
- Enter a callback number from the drop-down menu.
Note:
- A phone number can only be assigned to one location and that location must be in the same region as the phone number.
- This number will only be displayed when users dial 911 or 933. All other calls will display the outbound caller ID that is set up for that line.
- Select Save.
- If you are registering an existing address with emergency services:
- Select an existing location.
- Select Register location on the Emergency services card.
- Enable the Emergency location setting.
- Enter a callback number from the drop-down menu. A phone number can only be assigned to one location and it must be in the same region as the phone number.
Note: This number will only be displayed when users dial 911 or 933. All other calls will display the outbound caller ID that is set for the line.
- Select Save.
- Check the emergency location's status:
- Use the breadcrumbs at the top to return to your list of locations.
- Find your emergency location's status under the Emergency services column.
- There are 3 possible statuses:
- Registered: The location was successfully registered.
- Pending: Registration is processing and may take up to 4 to 5 business days.
- Failed: The address or callback number is invalid. You must modify or delete this location.
- Optional: Set this new location as the default emergency location.
Create call routes
Determine your customers experience when they call you
- A user's direct extension (personal line)
- A dial plan with various nodes such as:
- An auto-attendant that gives the customer options to choose from
- A schedule for open and closed hours
- An external number node that goes to a cell phone or third party phone number
- A virtual fax line
- A virtual conference room
- A ring group or call queue
- Direct extensions: This dials a user directly as a primary or secondary line.
- Dial plans: This is a custom flow you build with multiple elements available for use such as a scheduler, auto attendant, dial by name directory, or caller ID modifier. You can set these up so that callers have multiple choices to choose from when calling a particular phone number.
- Call queues: This dials a group of user's direct extensions with advanced distribution, agent, and caller settings. You also have access to reporting features when using queues.
- Ring groups: This dials a smaller group of user's direct extensions and/or external phone numbers.
- Virtual fax: This allows callers to send a fax which is received as an attachment to an email on your system.
- Shared voicemail: This sends callers to a voicemail box that is shared by multiple users. You can use this in addition to or in place of a user's personal voicemail box that comes standard with their direct extension.
- Conference bridges: This sends callers to a virtual conference room that allows up to 20 participants. You can secure these rooms with participant and/or host pins.
Build your call routes
Route a phone number
- Sign in to GoTo Admin.
- From , select the number that you need to route.
- To route a number for the first time:
- Go to and then select Configure in the Route to column by the number you need to route.
- Choose the desired extension or phone number destination.
- Select Save.
- To re-route a number:
- Go to and select the number that you need to reroute.
- From specific extension or phone number from the second drop-down menu. , select Extension or Phone Number from the first drop-down menu, and then select the
- Select Reroute on the top right.
- Select Save.
Additional resources
Check your network strength
- If you are using the desktop version of the GoTo app, GoTo Network Test is already built-in, view Test Your Network in the Desktop GoTo app.
- If you are not using the desktop GoTo app, you will need to first install the standalone version of GoTo Network Test on a computer that is directly connected to the network you’d like to test.
Learn about integrations
- Sign in to GoTo Admin.
- From the top navigation menu, select .
- Select Integrations and then choose the integration you want to connect to your account.
- Complete the required fields.
- Select Link accounts when complete.
Learn about billing
- From the menu bar of your admin portal, select .
- Select Billing to launch your associated billing portal in a new tab.
- If prompted, sign in with your admin portal credentials.
- Choose what you would like to do: