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

Before you begin:

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.

When you add a user by performing this task, they will automatically have a direct extension and voicemail box created for them. Once they accept their email invitation, they can download and sign in to our softphone app on their mobile phone or desktop. If they want to use a physical phone, you will need to add that device to your account after creating the user.

Sign in to GoTo Admin.
From People > Users, select Add User on the top-right.
Choose products for the people you want to invite by selecting the product checkboxes and then select Next. You can skip this step if you are adding an administrative user(s) without products.
Tip:
- Remember to expand the product for additional settings.
- If you are adding multiple new users and they will need different products or settings, you will need to invite them separately.
- If you do not have a product license available, refer to How do I manage my product licenses?
Enter the new user's name and business email address. If multiple users will have the same configuration of products and roles, you can select + Add another user or Import from CSV.
Important: Verify the email address you've entered is correct. You cannot change the email address later.
Note:
- Only 100 users at a time can be imported from a CSV. If you need to import more than 100 users, you will need to import them in additional CSV files.
- If you are adding users via CSV import, please note this process takes approximately 24 hours before new users are reflected in GoTo Admin.
- GoTo Partners will also have options to import directly from available PSA providers.
- New users with a GoTo Connect license may also have fields available to choose an extension, emergency location, phone number and texting for that phone number (if there are unassigned phone numbers available).
Select Next.
Choose a product settings template from the drop-down list. Choose the system default or your custom settings if you have previously created a settings template.
Choose an account role.

Notice: Only Super admins can create users with the Super admin/Admin role. Admins will only be able to create users with a member role.

Note: If the user is given a role that is not Super Admin, Admin or Member, you have the option to assign them as a user group manager.
Optional: If applicable, apply a user group.
Choose a language.
Choose a time zone.
Choose a welcome email. Choose the default welcome email or your custom welcome email if you have previously created a custom email template.
Select Add user when complete.
Result: The user will receive the welcome email with steps on how to begin using the system. If the user exists on another account, they will be sent an invitation to transfer to your account. If a user does not receive the welcome email within 10 minutes, have them check their junk/spam folders. You can also re-send the invitation.

What to do next: Send the new user the Getting Started Guide for Users to help get them acquainted with the GoTo app. If they are using a physical phone, send them the appropriate phone guide for their device. Users can visit the specific product support sites for help with other products as needed.

Customize the settings for each user

Before you begin: You must be assigned an admin or Super admin role to perform this task.

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.

Important: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new GoTo Admin. Choose your current admin experience for the applicable steps on this topic.

Make sure the new user has access

Ensure your user(s) receive and follow the steps on their welcome email to sign in after you add them to your account. If they did not receive the welcome email, you can re-send the invitation.

Important: The email address the user enters during registration must match the email field you set on their user profile. If there is a mismatch, the user will not be able to sign in.

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

Tip: You can also access a web version by going to https://app.goto.com.

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 Apple menu > About This Mac > Overview > "Processor" or "Chip", and then check if it says "Intel" or "Apple".
1. Mac with Intel chip
2. Mac with Apple chip
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

Watch Video

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

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

Tip: Did you know there’s a GoTo app? You can access your calls, meetings, and messaging anywhere, on any device. Download the GoTo app now!

Sign in to GoTo Admin.
From Devices, select + Add device.
Choose your device type:
- Select User device, if the device is for a user to make and receive calls with a physical device in addition to a softphone.
- Select Standalone device, if the device is to give a user an additional phone for their current line or to add a device that doesn't need a user, such as a fax adapter or GoTo Room devices.
Enter a Name.

Tip: This is usually the name of the user that will use the device or the name of the room the standalone device is located in.
Enter the MAC address for the device.

Tip: This 12 digit number is the device's unique identifier and is typically found on the back of the device.
Assign a license to activate the device:
- User device: Choose a user from the Assign to drop-down menu. If you are unsure of the user, you can skip this step but the device will not be activated until a user with a license is assigned to the device.
- Optional: Standalone device: Enable the GoTo Connect license feature. You can skip this step but the device will be inactive.
Choose a Model from the drop-down menu.

Tip: If you cannot find your device in the Model drop-down list, you can leave the field blank.
Optional: Enter Notes as needed.
Select Save when complete.

Results:

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.

What to do next: Make sure the device is properly plugged in and provisioned to your account. Send the appropriate phone guide to your users.

Customize the settings for each phone/device

Change device settings

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

Sign in to GoTo Admin.
From Devices, select the device that needs changes made.

Tip: You can filter the list by choosing a device type.
Optional: From the Overview tab, change the following:
- Details: Select Edit to make changes to the devices name, extension number or mac number, billing group, view the last provisioned date, or reassign the device to a different user. To learn more about adding a phone to a user:
- Products: View licenses attached to the device.
- Associated Resources: View what part of the admin console references this device. Navigate to that resource directly to make changes.
Optional: From the Settings > General tab, change the following:
- General: Choose the name displayed on the device, its time zone, where in the corporate directory the handset should appear, enable automatice directory filling, a paging profile zone, the device password, allow users to enable do not disturb (DND), and define a default transfer type.
  Note: Changing the device name will not alter Caller ID. The name feature is not supported on all phones.
- Call routing: This section will only be visible if the device is not assigned to a user (also known as a standalone device). Choose the primary and secondary extensions. Select Edit settings to change settings on the device's direct extension, such as extension number, find me/follow me, recording, voicemail, and virtual fax settings.
- Dialing: This section will only be visible if the device is not assigned to a user (also known as a standalone device). Choose which types of numbers this device can dial.
- Advanced: Choose outbound proxy, phone configuration options and VLAN ID.
  Note: Enabling the Allow phone to retrieve its configuration option gives the device access to provisioning data. Disable this setting to prevent our provisioning servers from clearing any manual changes made directly on the device.
- Hardware Security: Choose to enable call encryption and reset secure provisioning on a device.
  Note: Depending on your phone model, call encryption may or may not be available. When call encryption is enabled, the device will need to re-sync. You will see the option to "Save & resync" as you edit this setting.
Tip: Secure calling is automatically enabled for all Tier 1 phones. Currently, secure calling cannot be turned off.
Optional: From the Settings > Button Configuration tab, choose how the available on-device buttons function. Not all button types are available for every phone model. Refer to How do I set up button configuration on a phone? for additional detailed steps.
Optional: From the Settings > Emergency settings tab, view or change the emergency location information for the device. This feature is being released in a phased rollout and may not be available on your account yet. Refer to How do I assign a device to an emergency location? for additional detailed steps.
Select Save when complete and then choose your resync preference:
- Save — Changes will be saved and applied the next time the phone reboots.
- Save & resync now — Changes will be applied to the device immediately. This may take a few minutes, but will not shut down the device entirely.
- Save & resync overnight — Changes will be applied to the device between 11pm and 3am on the device's timezone. This may take a few minutes, but will not shut down the device entirely.

What to do next: While on any tab in a device's profile, you can select the

on the top-right to make changes to the details or delete the device. Use the breadcrumbs in the top-left to go back to the list of all devices.

Set up phone numbers

Order a new phone number (for permanent or temporary use)

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

Rates vary by number type and country. See your initial quote for your specific pricing. If ordering a different number type than originally quoted, the standard rates will be applied.

If you are not already, sign in to GoTo Admin.
From Phone system > Phone numbers, 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.

What to do next: Once you have submitted your order, you will be automatically taken to your account to route your new phone number(s). If a manual order was placed on your behalf, our Telecom team will reach out to you by email with updates.

Transfer an existing phone number

Port existing numbers

Before you begin: You must be assigned an Admin or Super admin role to perform this task. Ensure you have met the following requirements with your current phone carrier:

Have a copy of your most recent phone bill.
Your account is in good standing.
No freezes or pending orders.
No disconnected numbers.

Important: A $15 fee will be charged if your order is rejected for failure to meet any of above requirements.

Sign in to GoTo Admin.
From Phone system > Phone numbers, select + Port existing numbers.
Select your Region, then select Next.
Add your 10-digit phone number(s), then select Add.

Note: You can also select Import numbers to upload a CSV file of phone numbers you would like to port.
Enable the check box to confirm these numbers are connected to your existing account. Then select Next.
Select the desired Port date. Then select Next.

Important: Ports can be preformed no earlier than 6 days following the request and no longer than 30 calendar days following the request. Also, ports cannot be performed on weekend days or holidays.
Use your recent phone bill to enter your carrier's information.
Optional: Upload your phone bill to help avoid any delays in the transfer process.
Enable the check box to confirm that this account is in good standing without any freezing or pending orders.
Optional: Add Caller ID 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 Next.
Enter the name of the authorized account holder.
Select Place order.
Result: The request will show up in your Orders where you can track its progress. You will receive an email when we receive a transfer date (a.k.a. Firm Order Commitment (FOC)) from your current carrier. This may take a few days or more depending on your current carrier and the quality of the information you provided in your request.

What to do next: You can proactively set up your dial plan and properly route the phone number while you wait for your port to transfer. You will be able to take calls as soon as the port is complete.

Customize settings for each phone number

Change phone number settings

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

Sign in to GoTo Admin.
From Phone system > Phone numbers, select the number that needs changes made.

Tip: Select to export all the phone numbers into a single file list. When you drill down to a specific number, you can use the breadcrumb on the top-left to go back to the main list or use the arrows to navigate each number's detail page.

Choose the change you want to make:

Action	How-to
Activate Instant Response	Important: At least one user must be given texting permissions prior to performing this task. From the Settings tab, select Instant Response and then enable the feature. For detailed steps, refer to How do I set up instant response text messages?
Allow user permissions (texting, instant response, switch outgoing caller ID)	From the Settings tab, select Permissions > + Add user to allow specific users to send and receive text messages, manage instant responses or choose this phone number as an option to switch their outgoing caller ID (also known as Caller ID Swap). Restriction: Texting is only available in the United States and Canada. Texting is not available for toll-free numbers.
Block Caller ID	Select Settings > General and enable the Block Caller ID setting.
Change billing group	From the Overview tab, and then select Edit details. Choose a billing group from the drop-down list and Save. Note: This feature may not be available on your subscription plan.
Change name	Select the Overview tab and then select Edit details to make changes to the phone number's name.
Change Caller ID name	Select the Overview tab and then select Edit details to make changes to the phone number's Caller ID name. This can also be performed from the Settings tab.
Choose hold music	Select the Settings tab and then select Call routing. Choose hold music from the drop-down menu or enable the system default hold music. To change the system default hold music, refer to How do I manage my audio library?. Watch Video
Delete all texts	Select the Settings tab and then Texting > Clear SMS to permanently clear all text messages associated with this phone number. CAUTION: Once deleted, texts cannot be recovered.
Enable texting to chat queues	Select the Settings tab and then Texting. Enable Chat queues to route all incoming text messages for this phone number to selected chat queues. This feature is only available in the United States and Canada at this time.This feature may not be available with your plan.
Record incoming calls	Call recording must first be enabled in your default phone settings to choose the desired storage options. From the Settings tab, select Recording and enable Recording incoming calls.
Record outgoing calls	Call recording must first be enabled in your default phone settings to choose the desired storage options. From the Settings tab, select Recording and enable Recording outgoing calls.
Route/reroute calls	Select Settings > Call routing or the Reroute button on the top-right and choose a different phone number or an extension (could be an extension for a dial plan, shared voicemail, user group, conference room, call queue, etc.) where you want this phone number's incoming calls to go.

Select Save.

Choose which phone number to display on outbound calls

Sign in to GoTo Admin.
From Phone system > Call routes > Direct extensions, select the line that you need to change.
From the Settings tab, select General > Outbound call options, 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

Before you begin:

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:
1. Select + Add location button on the top right.
2. 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.
3. Enable the Emergency locationsetting.
4. 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.
5. Select Save.
If you are registering an existing address with emergency services:
1. Select an existing location.
2. Select Register location on the Emergency services card.
3. Enable the Emergency location setting.
4. 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.
5. Select Save.
Check the emergency location's status:
1. Use the breadcrumbs at the top to return to your list of locations.
2. Find your emergency location's status under the Emergency services column.
3. 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.

What to do next: Assign users and devices to this location.

Create call routes

Determine your customers experience when they call you

There are many options for routing your calls depending on what you want the experience to be for your customers. Every phone number can have the same experience or a unique one. Here are some of the most common destinations for phone numbers:

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

If these terms are unfamiliar to you, see below to learn what types of extensions there are and what they are best used for:

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.

View Build your call routes below to learn more about these options and how to set them up.

Build your call routes

A dial plan can be created from the Extensions overview as described below, but for detailed steps, refer to How do I create a dial plan?

Sign in to GoTo Admin.
From Phone system > Extensions overview, select Add extension.
Choose the type of extension you want to create from the drop-down menu.

Note: When creating a direct extension (also called a line), ring group, or shared voicemail, a voicemail box is automatically created and associated with that extension type. You can customize your greeting and other voicemail settings as needed.
Complete each field of the form.
Select Save when completed.
Choose the newly created extension from the overview list to update its settings.

What to do next: To bring your new extension to life, route a phone number to it or use it in a dial plan.

Route a phone number

Sign in to GoTo Admin.
From Phone system > Phone numbers, select the number that you need to route.
To route a number for the first time:
1. Go to Phone system > Phone numbers and then select Configure in the Route to column by the number you need to route.
2. Choose the desired extension or phone number destination.
3. Select Save.
To re-route a number:
1. Go to Phone system > Phone numbers and select the number that you need to reroute.
2. From Settings > Call routing > Route calls to, select Extension or Phone Number from the first drop-down menu, and then select the specific extension or phone number from the second drop-down menu.
3. Select Reroute on the top right.
Select Save.

Additional resources

Check your network strength

Before you begin:

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.

Open GoTo Network Test from your system applications.
Result: The GoTo icon will appear in your menu bar (Mac) or taskbar (Windows).

Open the GoTo Network Test drop-down menu.

Operating System	How-to
Mac	Select the GoTo icon in the menu bar.
Windows	Right-click the GoTo icon in the notification area of the Windows taskbar. Note: You may have to select Show hidden icons if your icon is hidden.

Choose Launch pre-qualification test — the test will launch in new browser window and may take a few minutes.
After the test is complete, select the product tabs at the top to see how your network is performing with various GoTo products.
Troubleshooting:
- If your network test results show any issues, please contact your internet service provider to review your network connectivity.

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

Please excuse our mess while we improve your experience. Currently, your billing portal is determined by the avenue through which you purchased your licenses.

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:

Getting started guide for users

Getting Start Guide for Users

Access more help content

Article last updated: 20 November, 2023