HELP FILE

How do I configure the GoToConnect integration in my Salesforce account?

Enable the phone and notes features of the GoToConnect Integration for Salesforce Classic and Salesforce Lightning for your organization.

Note:
  • When you first login, your browser might be blocking the authentication popup. Make sure you allow popups from Salesforce.
  • If you receive the "Blocked by Content Security Policy" error when using the phone function in Salesforce, please see the instructions in the Salesforce community.

Important: For the integration to work properly, users need access to the following Standard Objects in Salesforce: Account, Contact, Case, Lead, Opportunity, Note, and Task. Customizing these items may create problems with the integration. Learn more about Salesforce object permissions here.
Notice: GoToConnect and GoToMeeting Salesforce integrations are available in the same package since September 2021. If you have updated your existing package installation since then, please make sure that new Remote Site Settings are enabled:
  1. Go to Settings > Security > Remote Site Settings.
  2. Click Edit next to inactive line items with "jif6QH2I3t7Mptz" under Namespace Prefix.
  3. Click the checkbox next to Active and then click Save.

Click here to learn more about setting up the GoToMeeting Salesforce integration for your organization.
Salesforce Product How-to
Salesforce Classic
  1. Go to Customize > Notes > Notes Settings and then click Enable Notes. Saved notes and notes about calls will be displayed on a list that by default is not displayed in contacts. To change the list to be displayed, follow these instructions:
    1. From Setup, go to Customize > Contacts > Page Layouts.
    2. Select your layout from the menu (contact layout is the default) and then click Related Lists.
    3. Drag and drop Notes into the Related Lists panel.
    4. Click Save.
  2. From Setup, go to Customize > Call Center > Call Centers.
  3. Select GoToConnect Salesforce CTI and then click Save.
  4. In the details page, click Manage Call Center Users to add users to it.
  5. Navigate to Sales and refresh your browser.
  6. Create a picklist of custom call dispositions for your organization.
Salesforce Lightning
  1. Go to Feature Settings > Sales > Notes Settings and then click Enable Notes. Saved notes and notes about calls will be displayed on a list that by default is not displayed in contacts. To change the list to be displayed, follow these instructions:
    1. From Setup, choose the Object Manager menu from the top of the screen.
    2. Select Contact from the left sidebar and then choose Page Layouts.
    3. Select your layout from the menu (contact layout is the default) and then click Related Lists.
    4. Drag and drop Notes into the Related Lists panel.
    5. Click Save.
  2. Go to Feature Settings > Service > Call Center > Call Centers and then click the GoToConnect Salesforce CTI call center.
  3. In the details of the GoToConnect Salesforce CTI, click Manage Call Center Users to add users to it.
  4. To add the softphone to your Salesforce Lightning app, go to Setup > Apps > App Manager.
  5. Select the Lightning app (e.g. Sales app) that needs the GoToConnect app and then click Edit.
  6. Go to the Utility Items tab and then click Add Utility Item.
  7. Search for Open CTI Softphone and then click Save at the bottom of the page.
  8. Navigate to Sales and refresh your browser.
  9. Create a picklist of custom call dispositions for your organization.

When you initiate a call from the app, it first sends the call to your desk phone or softphone (the app must be open), waits for you to pick it up, and then finally completes the call to the outbound number.