Help Guide

GoTo Connect Voicemail Guide

Everything voicemail, all in one place.

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Set Up Your Voicemail

A voicemail box is pre-built into each user's line and all ring groups. You don't have to do anything to set up your voicemail unless you want to customize the greeting and settings.

See Manage Voicemail below for various setting options.

Customize your greeting

Before we get started, let's check a few things:
  • Make sure you are set up as a user with a line/extension. Reach out to your system admin if you are not set up yet.
  • Make sure your find me follow me settings go to your voicemail if you don't answer.

Desktop or web app

  1. Sign in to the web or desktop app.
  2. From your profile picture in the top right, select Settings > Voice > Voicemail.
  3. From Voicemail greetings, select Show options to view all voicemail greeting types:
    Option Description
    Unavailable Default and most common greeting used for a voicemail box.
    Busy Message Alternate greeting for use in a dial plan only.
    Temporary Message When recorded, this message overrides any other voicemail greetings. To remove a temporary message, it must be deleted.
  4. To record a new greeting;
    1. Select Record next to the desired greeting type and then choose your microphone from the new window. If you don't see the record button, you'll need to enable microphone access.
    2. Select Start recording to record your greeting.
    3. Select Stop recording to end the recording. Before you save the greeting, you can play, discard, or re-record your greeting.
    4. Select Save when finished.
  5. To upload a new greeting;
    1. Select Upload next to the desired greeting type. Supported file types include .g722, .mp3, .ulaw, and .wav.
    2. Choose the desired greeting file, and then select Open.
What to do next: Select GoTo Mobile Trash Icon > Delete to remove a greeting.

Mobile app

  1. From the mobile app, select your profile picture from the top left.
  2. Select Phone & voicemail and then select Voicemail greeting.
  3. Select the record button next to one of the following message types:
    Option Description
    Unavailable Default and most common greeting used for a voicemail box.
    Busy Message Alternate greeting for use in a dial plan only.
    Temporary Message When recorded, this message overrides any other voicemail greetings. To remove a temporary message, it must be deleted.
  4. Select Record to start recording your greeting.
  5. Select Stop to end the recording. You can play, discard, or re-record your greeting as needed.
  6. When finished, select Save.
What to do next: Select GoTo Mobile Trash Icon > Discard to delete a greeting.

Desk phone

Use this option to record a voicemail greeting from your desk phone. You do not need any admin permissions for this option.
  1. Press the voicemail button on your phone or dial *98/*99 from your phone to access the voicemail menu.
  2. Dial your password (default 0000). Learn more from the Voicemail Menu Guide.
  3. Press 0 for Mailbox Options.
  4. Record the desired greeting type:
    Setting Description
    Press 1 to record an Unavailable Message

    Default and most common greeting used for a voicemail box.

    Press 2 to record a Busy Message

    Alternate greeting for use in a dial plan only.

    Press 3 to record a Name Plays the recorded name followed by an automated message (only plays if no unavailable message exists).
    Press 4 to record a Temporary Message

    When recorded, this message overrides any other voicemail greetings. To remove a temporary message, it must be deleted.

  5. Follow the voice prompts to accept, review, or re-record the recording.
What to do next: To delete a temporary message, dial *98 or *99 to access the voicemail menu. Press 0 for Mailbox Options, 4 for Record Temporary Message, and then 2 to Delete Temporary Message. If you are a system admin, you can also delete these directly from the admin portal.

Turn on notifications for my voicemail

Desktop or web app

  1. Sign in to the desktop or web app.
    Note: Admins can set this up in the admin portal on behalf of a user.
  2. From the top right corner, select your profile icon, and then select Settings > Voice > Voicemail.
  3. Enable Voicemail-to-email and then complete the following;
    1. Enter the email address that will receive the notifications.
      Tip: Use a specially formatted email address provided by your cell phone carrier to send notifications via text message (SMS). Check with your carrier for more details.
    2. Determine if you want the recording attached to the email, and if so, which format you want used;
      • .wav49: (default) Smallest file size, won't play directly from browser.
      • .wav: Largest file size, more compatible with mobile devices.
      • .mp3: Smaller file size.
    3. Enable Delete messages after emailing if you want them to be permanently deleted from our system after being emailed.
    Note: Add @goto.com, @jive.com, and @jivecommunications.com to your email allowlist to prevent notifications from being marked as spam.

Mobile app

  1. From the mobile app, select your profile picture in the top left and then select Notifications.
    Note: Admins can set this up in the admin portal on behalf of a user.
  2. From Phone, enable the toggle for Voicemails.
  3. Optional: Choose the voicemail sound notification from Sound.
  4. Optional: To receive email voicemail notifications, enable the toggle for Also notify me by email.
    1. Select Email options.
    2. Enter your email address to receive new voicemail notifications.
      Note: Add @goto.com, @jive.com, and @jivecommunications.com to your email allowlist to prevent notifications from being marked as spam.
    3. Optional: Enable Attach voicemail recording and then choose the format.
    4. Optional: Enable Delete after emailing.
      Note: Deletion is permanent (we cannot retrieve deleted messages) and will prevent voicemail management from a phone, GoTo, and our mobile app.

Set Your Password

By default, your password is 0000. If you want to change that, follow these steps:

Desktop or web app

  1. From Voicemail box, scroll down to Password.
  2. Select Change password to set a new 4-digit code. Watch Video

Mobile app or deskphone

  1. Dial *99 from your mobile device.
  2. Dial your password (default is 0000).
  3. Press 0 for Mailbox options and then 5 for Change password.
  4. Enter your new password of at least four digits and then press #.
  5. Re-enter the new password and then press # to confirm and save the change.

Check Voicemail

Learn how to check your voicemails from a variety of devices, forward them, and delete them to keep a tidy voicemail box.
A single voicemail box holds up to 99 messages. Once it is full, callers will be unable to leave new voicemail messages. We recommend regularly deleting reviewed voicemails or utilizing our Delete message after sending feature to ensure you can continue to receive important messages.

Voicemail boxes are managed per line so if you have multiple extensions assigned to you, select the desired line before managing your voicemails.

Personal desk phone

View your phone guide to learn where to find voicemail on your phone.

  1. Dial *99 from your phone or press the Messages key.
    Note: Depending on the phone model, this button may have an envelope icon on it.
  2. If there are multiple lines assigned to the device, select the desired line before completing these steps.
  3. Dial your password (default 0000).
What to do next: For more help, see our Voicemail Menu Guide.

Desktop or web app

  1. Sign in to the desktop or web app.
  2. Select Phone > Voicemails.
    Tip: If you see a red circle with a number inside on the Phone icon, this lets you know you have missed calls and voicemails, and the number of each.

    Result: You will see a list of all voicemails associated with your line (unless you enabled Delete messages after emailing when setting up your voicemail box), along with some overview details such as the person who called and the date, time, and duration of the message.

  3. Choose what you want to do:
    Option Steps
    Listen to a voicemail Hover over a specific voicemail message and then select Play icon.
    Call or message the person back Hover over a specific voicemail message and then select Phone icon to call the person back or Chat box icon to send a text to this person.
    Note: The ability to text back is dependent on your plan.
    Mark a single voicemail as read/unread Hover over a specific voicemail message and then select Mark as read icon.
    Mark all voicemails as read Select Mark all as read on the top right of the voicemail page.
    Delete a voicemail Hover over a specific voicemail message and then select Mobile Trash Icon. Watch video
    Note: If you accidentally delete a voicemail, you will momentarily have a chance to select Undo.

Mobile app

  1. Select Phone > Voicemails. Use the provided filter as needed.
  2. Next to the desired entry, select Mobile Play Icon to listen to the voicemail.
  3. Select an entry for additional options to play/fwd/rwd the message using the waveform, call or message the person back (depending on your plan), mark the message as read/unread, or delete the message. If enabled, you can view the full transcription here as well.
  4. Select Three dot menu > Edit list for bulk actions such as marking any selected messages as read/unread or permanently deleting them.

Remote phone

  1. Call your office extension.
  2. Press * when you hear the voicemail greeting begin.
  3. Dial your password (default 0000).
What to do next: For more help, see our Voicemail Menu Guide.

Other voicemail boxes (e.g., shared voicemail box)

To check your voicemail from other voicemail boxes such as a shared voicemail box, dial *98 from your phone or app and enter the extension and then the password. Watch video.

Manage Voicemail

Delete voicemails

Remove voicemails to keep your inbox clean.

Desktop or web app

  1. Sign in to the desktop or web app.
  2. Select Phone > Voicemails.
  3. Hover over a specific voicemail message and then select Mobile Trash Icon.
    Note: If you accidentally delete a voicemail, you will momentarily have a chance to select Undo.

Mobile app

  1. Sign in to the GoTo mobile app.
  2. Select Phone > Voicemails, and then use the provided filter as needed.
  3. Select a specific voicemail message and then select Mobile Trash Icon.
    Note: If you accidentally delete a voicemail, you will momentarily have a chance to select Undo.

Desk phone

  1. Dial *99 from your phone or press the Messages key.
    Note: Depending on the phone model, this button may have an envelope icon on it. Your phone guide will help you find the voicemail button/option on your specific phone.
  2. If there are multiple lines assigned to the device, select the desired line before completing these steps.
  3. Dial your password (default 0000).
  4. Press 1 for new messages and then 7 for delete.

Remote phone

  1. Call your office extension.
  2. Press * when you hear the voicemail greeting begin.
  3. Dial your password (default 0000).
  4. Press 1 for new messages and then 7 for delete.

Forward a voicemail to another box

  1. Dial *98 or *99 to access the voicemail menu.
  2. Press 1 for New Messages.
  3. Press 8 for Forward Message.
  4. Choose if you want to prepend the message or forward without a prepended message and then hang up.

Change your settings

  1. Sign in to the desktop or web app.
  2. Select your profile picture in the top right and then choose Settings.
  3. Expand Voice in the left sidebar and then select Voicemail.
  4. Customize the following options:
    • Voicemail-to-email notifications Watch Video
    • Email voicemail recording format
    • Delete messages after emailing voicemail
    • Allow message review
    • Escape to operator
    • Change password

Change your greeting

Desktop or web app

  1. Sign in to the web or desktop app.
  2. From your profile picture in the top right, select Settings > Voice > Voicemail.
  3. From Voicemail greetings, select Show options to view all voicemail greeting types:
    Option Description
    Unavailable Default and most common greeting used for a voicemail box.
    Busy Message Alternate greeting for use in a dial plan only.
    Temporary Message When recorded, this message overrides any other voicemail greetings. To remove a temporary message, it must be deleted.
  4. To record a new greeting;
    1. Select Record next to the desired greeting type and then choose your microphone from the new window. If you don't see the record button, you'll need to enable microphone access.
    2. Select Start recording to record your greeting.
    3. Select Stop recording to end the recording. Before you save the greeting, you can play, discard, or re-record your greeting.
    4. Select Save when finished.
  5. To upload a new greeting;
    1. Select Upload next to the desired greeting type. Supported file types include .g722, .mp3, .ulaw, and .wav.
    2. Choose the desired greeting file, and then select Open.
What to do next: Select GoTo Mobile Trash Icon > Delete to remove a greeting.

Mobile app

  1. From the mobile app, select your profile picture from the top left.
  2. Select Phone & voicemail and then select Voicemail greeting.
  3. Select the record button next to one of the following message types:
    Option Description
    Unavailable Default and most common greeting used for a voicemail box.
    Busy Message Alternate greeting for use in a dial plan only.
    Temporary Message When recorded, this message overrides any other voicemail greetings. To remove a temporary message, it must be deleted.
  4. Select Record to start recording your greeting.
  5. Select Stop to end the recording. You can play, discard, or re-record your greeting as needed.
  6. When finished, select Save.
What to do next: Select GoTo Mobile Trash Icon > Discard to delete a greeting.

Desk phone

Use this option to record a voicemail greeting from your desk phone. You do not need any admin permissions for this option.
  1. Press the voicemail button on your phone or dial *98/*99 from your phone to access the voicemail menu.
  2. Dial your password (default 0000). Learn more from the Voicemail Menu Guide.
  3. Press 0 for Mailbox Options.
  4. Record the desired greeting type:
    Setting Description
    Press 1 to record an Unavailable Message

    Default and most common greeting used for a voicemail box.

    Press 2 to record a Busy Message

    Alternate greeting for use in a dial plan only.

    Press 3 to record a Name Plays the recorded name followed by an automated message (only plays if no unavailable message exists).
    Press 4 to record a Temporary Message

    When recorded, this message overrides any other voicemail greetings. To remove a temporary message, it must be deleted.

  5. Follow the voice prompts to accept, review, or re-record the recording.
What to do next: To delete a temporary message, dial *98 or *99 to access the voicemail menu. Press 0 for Mailbox Options, 4 for Record Temporary Message, and then 2 to Delete Temporary Message. If you are a system admin, you can also delete these directly from the admin portal.

Add a temporary greeting for vacation/holiday/etc.

  1. Press the voicemail button on your desk phone or dial *98 or *99 from your desk phone or softphone app to access the voicemail menu.
  2. Dial your password (default 0000).
  3. Press 0 for Mailbox Options.
  4. Press 4 to record a temporary message.
  5. Follow the voice prompts to accept, review, or re-record the recording.
  6. Hang up.
    Note: If you have a pre-recorded voicemail greeting file that you want to use, reach out to your system admin to have that greeting uploaded to the system and assigned to your line.

Remove a temporary greeting

  1. Press the voicemail button on your desk phone or dial *98 or *99 from your desk phone or softphone app to access the voicemail menu.
  2. Dial your password (default 0000).
  3. Press 0 for Mailbox Options.
  4. Press 4 for Record Temporary Message.
  5. Press 2 to Delete Temporary Message.

Transfer a call to voicemail

Desktop or web app

  1. While on an active call, select Transfer.
  2. Search for a contact's name, extension, or number.
  3. Select the transfer destination and then select Send to Voicemail.

Mobile app

  1. While on an active call, select Transfer.
  2. Search for a contact's name, extension, or number.
  3. Select the transfer destination and then select Send to Voicemail.

Desk phone

A blind transfer routes a call to another party without speaking to them first. You need to know how to do this from your specific phone before you can transfer a caller directly to a voicemail box. If you need more help, check out our phone guides for details.
  1. While on an active call, initiate a blind transfer from your phone.
  2. Transfer the call to 0 + extension.
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